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angelakawa
Aspiring Contributor
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Message 1 of 15

Connection dropping repeatedly, multiple engineer visits

For weeks we have had intermittent/dropping connection to our broadband with the hub repeatedly flashing orange and purple. We ha e also had warnings flash up when reconnecting to say the connection is not private 

The speed has also been substantially slower than the minimum guarantee.

We have done everything BT have suggested and had 2 engineers check and they can find nothing wrong internally. 

Any suggestions? Our contract runs out in August seriously considering ending the contract as both my partner and are public sector workers and the intermittent connection means we have to log in to our work network each time it drops!

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imjolly
Distinguished Sage
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Message 2 of 15

Re: Connection dropping repeatedly, multiple engineer visits


in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

have you tried using the test socket with a filter to see if that stabilises your connection

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem



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angelakawa
Aspiring Contributor
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Message 3 of 15

Re: Connection dropping repeatedly, multiple engineer visits

Hello I have tried the silent line check and apart from a very quiet hum there was nothing (not a corded phone).

We already have a filter.

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angelakawa
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Message 4 of 15

Re: Connection dropping repeatedly, multiple engineer visits

  • Screenshot_20200627-163611_Chrome.jpg

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angelakawa
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Message 5 of 15

Re: Connection dropping repeatedly, multiple engineer visits

20200627_164124.jpg

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pompey1898
Recognised Expert
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Message 6 of 15

Re: Connection dropping repeatedly, multiple engineer visits


@angelakawawrote:
Hello I have tried the silent line check and apart from a very quiet hum there was nothing (not a corded phone).

We already have a filter.Were you connected to the test socket with it ?  Have all your extensions got filters in ?


 

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angelakawa
Aspiring Contributor
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Message 7 of 15

Re: Connection dropping repeatedly, multiple engineer visits

We only have one socket and no extension. There is a filter. 

A BT engineer has checked the test socket and not found any issues, they also replaced the face plate.

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Starwire
Recognised Expert
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Message 8 of 15

Re: Connection dropping repeatedly, multiple engineer visits

Sounds like you have a HR Fault on the line.

Its useless BT sending one of their Engineers as the limit of their technical ability is swapping out a perfectly good working NTE.

Ask BT to report an FTTC1 or SFVA (Superfast Visit Assure) Fault to Openreach and get one of the Network Engineers out to have a look.

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imjolly
Distinguished Sage
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Message 9 of 15

Re: Connection dropping repeatedly, multiple engineer visits

Rely surprised if you had engineer visit and engineer replaced socket that he did not fit a new filtered master socket

the quiet line test with a corded phone should be silent no hum



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angelakawa
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Message 10 of 15

Re: Connection dropping repeatedly, multiple engineer visits

Screenshot_20200629-065359_Chrome.jpg

 One of the recent examples of the connection droppint.

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