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cmartin
Beginner
1,234 Views
Message 1 of 6

Broadband keeps dropping

We've had problems off and on for months. Our broadband (BT Plus) either drops out and tries to connect for hours, sometimes days or steady drops over several weeks to almost nothing. This has been happening since we moved into the property just over a year ago. We are now on our 3rd router that BT have sent to try and fix the issue.

As we have a speed and connection guarantee, we have BT mini-hub but due to the amount of time that it's had to on over the past year, it overheats and so stops working. Had numerous Openreach engineers out and had various answers to the issue, one of them was that at the Openreach box for the area we sadly happen to be the switch that gets kicked off when there is an issue for another switch. 

 

At our wits ends over this, anyone got any ideas what we can do?

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Keith_Beddoe
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Message 2 of 6

Re: Broadband keeps dropping

@cmartin 

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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cmartin
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Message 3 of 6

Re: Broadband keeps dropping

They have done a line check and no noise.

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Keith_Beddoe
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Message 4 of 6

Re: Broadband keeps dropping


@cmartin wrote:

They have done a line check and no noise.


You need to do it when the connection starts dropping, as its most likely to be an intermittent fault.

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the 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.

Once the phone fault is fixed, then the broadband will get better.

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cmartin
Beginner
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Message 5 of 6

Re: Broadband keeps dropping

There is no landline fault.

The line is clear my end and has been checked and clear by BT at their end.

Our connection speed at the moment has been more steady, but this is an ongoing issue that repeatedly happens at least once a month where the router is either struggling to connect (flashing orange) or no connection at all.

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pippincp
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Message 6 of 6

Re: Broadband keeps dropping

That's the time to check the line, when the router is struggling to connect or no connection.

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