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jk494
Aspiring Contributor
654 Views
Message 1 of 22

Broadband Drop Outs

Hello Everyone, this is my story that needs a happy ending..

In September I started to experience drop outs whilst watching the football or F1. Every time I want to watch it I get 10mins and then pop, no internet for 20mins or so. The little blue light is on but nobody is home! So, I called BT who in turn reset this reset that and said "rest assured its all sorted, we can close the complaint"

Not sorted, so here we are end of November and I have had numerous calls to India, Warrington, Cardiff, Newcaste and Ireland all promising to fix the problem, numerous call backs from customer service not happening despite promises again, 2 BT engineers to say yes your home connection is fine, 4 new routers, 8 OpenReach visits in which 2 of them said the sync is fine but the data transfer isnt and they went and did a 'lift and shift' and its still not sorted.

Opla testing shows slow speeds, big latency (3secs) and big jitters (1sec) with packet loss around 9-12%. Yes seconds not ms.

FAST testing shows expected speeds (13Mbps) and 26ms unloaded latency and 3sec loaded with the occasional "Could not reach our servers to perform the test. You may not be connected to the internet!"

I have lodged multiple complaints but nodody replies and nobody appears interested because the BT test says everything is OK, its not!

So, how do I get this internet connection stable enough to not trip out my NowTV or BT TV streaming service???

 

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21 REPLIES 21
jk494
Aspiring Contributor
617 Views
Message 2 of 22

Re: Broadband Drop Outs

OpenReach attempt No 9 booked for tomorrow!

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Matt-S
Moderator-Retired
607 Views
Message 3 of 22

Re: Broadband Drop Outs

Hi @jk494,

Welcome to the Community and thanks for taking the time to post.

Sorry to hear that you are having problems with your broadband connection.

Can you let us know how it goes with the engineer tomorrow and if the issue is still not fixed we can take a look into this for you?

Thanks

Matt

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jk494
Aspiring Contributor
584 Views
Message 4 of 22

Re: Broadband Drop Outs

Had a phone call from complaints (1st time BT actually called me back!) and turns out no engineer has been booked. There is a telephone engineer being sent tomorrow instead to look at the exchange, but my telephone is fine!

I'd give up if I could and switch supplier but there is only BT equipment being rented out by other providers.

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imjolly
Distinguished Sage
Distinguished Sage
579 Views
Message 5 of 22

Re: Broadband Drop Outs

can you post hub stats  if hh6 then advanced settings then technical log information  if hh5 then troubleshooting then helpdesk

can you enter phone number and post results  remember delete number but leave exchange and cab   https://www.dslchecker.bt.com/adsl/adslchecker.welcome



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jk494
Aspiring Contributor
562 Views
Message 6 of 22

Re: Broadband Drop Outs

Thanks for the help

Hub Stats.pngdslchecker.png

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jk494
Aspiring Contributor
541 Views
Message 7 of 22

Re: Broadband Drop Outs

OpenReach engineer has been out. Guess what, he cannot find any line faults!

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
537 Views
Message 8 of 22

Re: Broadband Drop Outs

How is your BT YouView box connected to the BT home hub, as this seems more like a networking issue?

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jk494
Aspiring Contributor
531 Views
Message 9 of 22

Re: Broadband Drop Outs

? BT Youview box, is connected via powerline ethernet device. This pops up on the screen 'broadband connection lost', 'Broadband reconnected' but its not limited to just the YouView box its all devices that suffer when the line speed drops to 0.

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
522 Views
Message 10 of 22

Re: Broadband Drop Outs

Do you actually see the connection speed on the home hub drop to zero?

It could be caused by bursts of line errors, which will cause the throughput to drop to zero. Only the forum moderators can look  at the error counters at the BT end.

You are quite a distance from the cabinet, so its possible that the line is noisy.

It could of course be a faulty home hub.

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