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Message 1 of 20

Can't connect to Internet - Network Line Fault Confirmed

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Hey,

To recap my problem, internet kept cutting out on Saturday morning, then it cut out again, and wouldn't connect back at all in the afternoon. Steady orange light, broadband light orange. Phone line still working fine. Internet connection been working fine for the 2 months I've had it at this address, nothing has been changed with it here.

Phoned support, went through everything I'd already tried again. Operator did line tests, said it was all fine, then said they would remotely connect to the Bthub(type5a). After a couple of seconds, hub went blue and I could get Internet again. Operator said fault might reappear and set up textmsg for callback.

Over night, internet cuts out again periodically, but comes back on instantly. Sunday morning, hub is back to steady orange and can't connect to internet. Texted the callback number about it, they called back 1hr later, but literally only rang for 1 second so I had no time to pick up. Called support 30mins later and went through all the usual checks again...very hard to understand accent this time though. This operator went through a line check multiple times and it took a long time, said he would ring back on mobile, but rang back on landline again. Eventually said phone line is fine but network line is showing faults, and that a technical specialist will call back in 24-48hrs and deal with it. I asked if they could remotely check hub again and do whatever they did last time but operator didn't really understand and kept repeating the same things.

So I'm basically wondering if I can do something in the hub settings to bring net back temporarily whilst I wait for this callback which will probably be 48hrs due to sods law, will probably ask me to do all the same things I've done 20 times already, and then book in someone to come a week later or something , all while my business suffers because I have no internet connection.

Thanks for any help or advice.
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Message 2 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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@RonaldBassington wrote:
Hey,

 all while my business suffers because I have no internet connection.

Thanks for any help or advice.

if you are a business user you need to post here  https://business.forums.bt.com/  as this is a residential forum



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Message 3 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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Small business, self-employed from residence so its a residential account.
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Message 4 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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BT do not permit you to use a residential account to run a business, as its against their T&Cs.

 

"

  1. We provide you with your chosen services, including Telephony, Broadband, Broadband Anywhere, Broadband Talk, BT TV, BT Sport, Mobile, Broadband Talk, and any other consumer services and any equipment we provide.
  2. You have a separate agreement for each service that we provide to you, which is made up of these Residential Standard Terms, the relevant service terms ( telephony, broadband, Broadband Anywhere, broadband talk, pre-pay mobile broadband, BT TV, BT Sport, Supporters Club, mobile, value added services) the Tariff Guide and any applicable Special Offer Terms. If you take a package of two or more individual services under a single contract the Package Services Terms (previously the Multi Play Service Agreement) will also apply to the services contained in that package.
  3. The services and equipment we provide to you under these terms must not be used for business purposes."
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Message 5 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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I've read these before and I'm not running a business solely on this line. I don't expect a non interrupted service. When setting up the line and explaining, I was advised by Bt to take this package so I don' tknow what else I was supposed to do.
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Message 6 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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You could try a factory reset of the Homehub by pressing a pin into the recess button on the rear for about 20 seconds. This may help. Try it and see how you get on.

 

If it is a re-occurring fault it could be a fault on the line somewhere or a fault with the Homehub. If the problem continues after the factory reset, as you have a Homehub 5 can you post the stats from 1-12 by logging onto the Homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/ This may help identify if you have a line fault.

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Message 7 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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Thanks for the reply gg30340. Tried a reset twice with the pin already. Requested stats are:

1. Product name: BT Home Hub
2.
3. Software version 4.7.5.1.83.8.204 (Type A) Last updated 11/02/15
4. Board version: BT Hub 5A
5. DSL uptime : 0 days 00:23:26
6. Data Rate: 9995/39993
7. Maximum Data rate: 14052/51565
8. Noise margin: 9.0/9.1
9. Line attenuation: 21.9/20.2
10. Signal attenuation: 21.2/20.1
11. Data sent/received: 12.2MB / 4.3 GB
12. Broadband username: bthomehub@btbroadband.com

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Message 8 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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you currently have the max conenction for infinity 1 40/10mb



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Message 9 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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The stats look OK, as imjolly has said, you are getting the best connection for Infinity 1. There is nothing obvious pointing to a line fault so unforunatly it could still be either a faulty hub or a line fault.

 

Carry out the quite line test by calling 17070 option 2 to see if there is any noise on the line. There should be none, if there is there is a problem with your line and you would need to report a fault. If you do report a fault, report it as a phone fault and do not mention your broadband or Customer Service will go down a different route. 

 

If there is no noise, re-run the test when the Internet drops out to see if there is any difference. 

 

In any event it looks like you will need to contact BT and report the fault to them. When you do emphasise that it is an intermittent fault.

 

 

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Message 10 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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There's no noise on the line after checking. The problem isn't intermittent anymore, it's not connecting to the internet at all, constant orange on the hub, sorry if I didn't explain well. Using a mobile phone to post online at the moment.

The last BT operator said no phone line fault, but there is a network fault, the one before said no fault at all and fixed it by logging onto the hub remotely to do something. I can see myself from the hub and logs, DSL is connected, but it is getting no response when its trying to auth for internet.

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