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Andy_32
Contributor
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Message 1 of 9

Broadband keeps dropping

Hello

I've been having problems with broadband drop out today. I have diagnosed the fault and found out that its outside my property. Would I have to pay anything with the broadband fault outside my home?

Thanks

 

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Keith_Beddoe
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Message 2 of 9

Re: Broadband keeps dropping

@Andy_32 

I would not rely too much on the BT Diagnostics, I would check at the test socket to be sure.

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

Connect things up as shown below, and see if you still get the disconnects. At the same time see if there is any noise on the line.

infinity_test.jpg

If the problem is still there at the test socket, then the fault is external, and would not be chargeable.

 

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Andy_32
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Message 3 of 9

Re: Broadband keeps dropping

I've just looked down at the fault and its coming from the BT Retail servers according to the BT website.

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Keith_Beddoe
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Message 4 of 9

Re: Broadband keeps dropping


@Andy_32 wrote:

I've just looked down at the fault and its coming from the BT Retail servers according to the BT website.


It quite often shows that anyway, as the servers see a drop in connection.

Are the lights on the BT Home Hub, changing colour when you get the disconnections?

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imjolly
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Message 5 of 9

Re: Broadband keeps dropping

As @Keith_Beddoe asked have you tried quiet line test  this is the most basic but important check 



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Andy_32
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Message 6 of 9

Re: Broadband keeps dropping

The lights do show up when the connection drops like purple, steady and flashing orange, and also green

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Keith_Beddoe
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Message 7 of 9

Re: Broadband keeps dropping


@Andy_32 wrote:

The lights do show up when the connection drops like purple, steady and flashing orange, and also green


Then its most likely to be a noisy phone line, so you need to check with a phone at the test socket.

If you get noise on your phone, or no dial tone, then you need to report it as a noisy line or no dial tone. Do not mention any broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

 

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Colin_London
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Message 8 of 9

Re: Broadband keeps dropping

I really don’t understand why Openreach still employ ‘phone fault only’ competent technicians. Surely by now they should have all their technicians competent in fixing any sort of fault, particularly as the majority of problems nowadays impact on broadband connections which is what people use their landlines for in the main.

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Keith_Beddoe
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Message 9 of 9

Re: Broadband keeps dropping

It simple really, virtually all broadband faults are caused by problems with the phone line which can easily be diagnosed and fixed.

Issues like poor speed or throughput issues, that are not caused by a detectable fault on the line, get dealt with by people with access to the full diagnostic tools.

As phone faults get priority, then if you have a noisy line, then getting that sorted first, will get you broadband fixed much quicker.

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