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Jiffy2
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Message 1 of 12

Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

Help, what might be wrong  that the bt broadband has suddenly started to disconnect. Its frequent, about,60 times a day. So much now that we don't have broadband. 

Speed also dire. Engineer been out  said it's fixed and within an hour it goes off again. Yet another week without broadband as a new fault raised. Eventually connected orma few minutes  today sunday at 9pm , who wants to work then!!!

Any suggestions as to what might be wrong or pointers to ask the engineer .  

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11 REPLIES 11
Keith_Beddoe
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Message 2 of 12

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

@Jiffy2 

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

I assume that the lights on the home hub change colour when you get disconnected?

 

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Jiffy2
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Message 3 of 12

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

Hi, thanks for messaging.  There is loads of crackling kn the line.

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Jiffy2
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Message 4 of 12

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

Hi, thanks for messaging. There is loads if crackling on the line.
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imjolly
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Message 5 of 12

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

I would check using the test socket that the noise is still there to eliminate any internal problems and avoid being charged  if noise still present at test socket then phone 151 and report phone fault not broadband



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Keith_Beddoe
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Message 6 of 12

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.


@Jiffy2 wrote:
Hi, thanks for messaging. There is loads if crackling on the line.

Then that will be the cause of the disconnections, you most likely have a line fault, but check at the test socket first, as @imjolly  has recommended.

Faults reported as phone faults, get sorted quicker, as the phone line is considered important, as you might need it in an emergency.

Jiffy2
Beginner
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Message 7 of 12

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

Hi, there is no test socket/adsl. It now has a separate box with 2 ports one for broadband and the other for telephone. Cant see a test socket
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imjolly
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Message 8 of 12

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

which hub do you have as there is a test socket

Keith_Beddoe_0-1577035081757.jpegMaster socket types.jpeg



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Jiffy2
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Message 9 of 12

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

7
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imjolly
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Message 10 of 12

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

just unclip the faceplate and test socket is visible  (there are no screws)

make sure when you put it back that it clips on securely



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