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ivanbw
Aspiring Contributor
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Message 1 of 12

Broadband Constantly Dropping out

Over the last 1-2 months, my broadband has started to constantly drop out for a few minutes each time. It happens at least 3-4 times every day (and could be more, but I wouldn't necessarily notice if I'm not using a computer/watching BT TV). I have run BT's online troubleshooter but it shows everything is okay.

How can I escalate this to BT? Is there any sort of log on my PC which would prove this is happening? Any other advice? I have a BTHub6.

Thanks.

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Distinguished Sage
Distinguished Sage
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Message 2 of 12

Re: Broadband Constantly Dropping out

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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ivanbw
Aspiring Contributor
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Message 3 of 12

Re: Broadband Constantly Dropping out

There's no noise, except a very faint background 'white noise', I think maybe because I'm using a cordless phone?

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Distinguished Sage
Distinguished Sage
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Message 4 of 12

Re: Broadband Constantly Dropping out


@ivanbw wrote:

There's no noise, except a very faint background 'white noise', I think maybe because I'm using a cordless phone?


What does your master phone socket look like?

Master socket with one socket

Or

Master socket with two sockets

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ivanbw
Aspiring Contributor
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Message 5 of 12

Re: Broadband Constantly Dropping out

Bottom row, middle icon (with MK2 on the top right hand side).

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Distinguished Sage
Distinguished Sage
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Message 6 of 12

Re: Broadband Constantly Dropping out

A dull hum is normal with cordless and anything else is a problem for your broadband



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Distinguished Sage
Distinguished Sage
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Message 7 of 12

Re: Broadband Constantly Dropping out

Try connecting to test socket with a filter and post router stats. Leave connection for few days and see if stability improves. test socket.jpg



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ivanbw
Aspiring Contributor
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Message 8 of 12

Re: Broadband Constantly Dropping out

Ok, thanks, I will try that. Two questions:

1) I attach a photo of a filter I found in my house; I suspect it is several years old  - is that sufficient, or would you recommend an alternative?

2) Is the Router Stats  you refer to the "Event Log" I can see on my Smart Hub Manager?

filter.jpg

Thanks.

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Distinguished Sage
Distinguished Sage
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Message 9 of 12

Re: Broadband Constantly Dropping out


@ivanbw wrote:

Bottom row, middle icon (with MK2 on the top right hand side).


Then the "Real" test socket is hidden behind the filter plate. The filter you have will be fine.

mk 3 nte all parts.jpg

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ivanbw
Aspiring Contributor
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Message 10 of 12

Re: Broadband Constantly Dropping out

Thanks, I'll try it.

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