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maserlin
Newbie
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Message 1 of 2

Connection constantly dropping out

Our BB was installed on 28th Aug and worked for 4 days. Since then…
About every 15 mins my connection drops out, the lights on the hub change to flashing purple then orange then solid orange, and if I'm lucky it'll go blue and carry on.
The constant interruptions to service mean it's impossible to play games, watch tv or do any online banking or shopping as the interruption breaks a secure connection.
In other words, we do not have an Internet connection in anything but name.
I've spent literally hours going around in circles with online chat agents that never respond, "bt_care" people on social media who keep apologising but actually do nothing at all, some call centre in India on 111-4567 who answer the phone - sometimes - after half an hour or more, who then tie you up with useless nonsense and then "reset the connection" so "everything will be fine" - this lasts anywhere between a day and 20 minutes, and then around we go again.
We now have a fault registered which has a reference number and s button "track your fault" which, when you press it, takes you to a page which says "there are no faults registered in your account". If you then try to register a fault, you go back youths page telling you that you already have s fault registered. There is no indication whether the fault will ever be dealt with, or when.
The last time I had this this kind of hassle was with talk talk. I ended up with the contract cancelled and £500 compensation.
Looks like I shall be seeking similar from BT before long.
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Distinguished Sage
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Message 2 of 2

Re: Connection constantly dropping out

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

http://speedtest.btwholesale.com/
if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

Have you tried the quiet line test dial 17070 option 2 you should hear no noise if you can hear noise then it needs reporting to BT faults on 151 with no mention of broadband in the call
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