Broadband Dropping Out Approx Every 24hrs

[pscraven]

@kamen thanks for continuing to update. Like you I contacted BT again two weeks ago. Last week an Open Reach engineer arrived. He was at the house for less than 5 minutes and left assuring me he would resolve the issue at the box in the street. I heard nothing further. The following day the dropout occurred again at the same time. I chased BT (again) and was told the problem was resolved by Open Reach. Clearly this isn’t the case. After further discussion with BT, I am now advised another engineer will arrive tomorrow who is ‘REIN trained’. I don’t believe the issue is being caused by REIN but I am happy to be proved wrong. Equally if the engineer rules out REIN I am hopeful someone somewhere can finally point this at an engineer who can interrogate the network to identify the cause of the problem as I struggle to believe it just turns off and turns back on without trace. There must be some log or record somewhere.  Surely!

[mar10]

@pscraven  Reference your 1st post.

You say you changed to Broadband Only (ie no telephone).

It is possible that during the cutting you off in error and service restoration, the copper cable pair between the

cabinet and the exchange was left not terminated to anything at the exchange end. This could make the now unused

exchange side cable pair more likely to pick up impulsive noise than before, when it connected your phone line.

[kamen]

@mar10 interesting theory that I'll mention to BT the next time I speak with them. If that was the case though wouldn't the dropouts be at very random times? In the case of pscraven and mine they are happening at around lunch time, although not exactly the same time every day.

What is the setup of these cables - is it copper between the home and the cabinet and then optic from the cabinet to the exchange? In the scenario when there is a phone line is the same copper cable from the cabinet then connected to another copper cable running in parallel to the optic to the exchange?

[pscraven]

Thanks. I was advised my reconnection was a software switch and didn’t require an open reach visit, so I think this is unlikely.

[mar10]

@pscraven  Sorry for  missunderstanding. The words "cut off"  had me assuming a physical action had taken place.

Bear in mind that you dont always get the whole truth from BT customer service, or from Openreach technicians. Nonetheless, your trouble did coincide with you changing to Broadband only. I am also assuming you had a normal pstn phone line before.

[pscraven]

@mar10 - yes that’s the key point for me. I have only experienced issue since being reconnected. My service now is broadband only, prior to that I phone available on the line (PSTN I assume). I don’t believe any physical change has taken place, ie the copper from the house to the box has remained intact/unchanged as has the fibre to the cabinet, but clearly I can’t say for absolute certain. Yesterday’s engineer (the same one who closed the ticket last week) now assures me the “team are on it” and that I will receive a new router in the post?! I think its something to do with device/account configuration post being ‘cut off’ on 24 Dec 22 and reconnected to a broadband only service on 06 Jan 23 and has absolutely nothing to do with REIN.

[kamen]

@pscraven when this started for me after switching from BT to Sky it was happening with the new Sky router. Then I tried with an old Sky router and had the same problem. Then when I switched back to BT I got a new BT router and the problem is still happening. So in my case at least I don't think it has anything to do with the router.

I'll give them a call next week to see if they have acted on the report from the engineer and implemented some sort of monitoring of the line.

[pscraven]

@kamen , I suspect a new router won’t help, and I have reset this one to default previously. Are you on a broadband only service or phone as well?

[kamen]

@pscraven when I switched to Sky they gave me a phone number, but I don't use a landline, so I don't know whether it worked. When I then switched back to BT they didn't give me a phone number, so I guess I'm on broadband only.

[kamen]

Update - after the latest call with BT they booked an Openreach SFI engineer to come on Friday.