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condeh
Newbie
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Message 1 of 4

Constant BB dropou

Hi

At my wits end with this.

Our BB is suffering from constant drop outs, affecting even simple web browsing. I have tried reporting the fault on line but am repeatedly told the test can't finish, or everything is OK. It is not.

When doing the quiet line test there is constant static/noise - I often can't make a phone call due to background noise. Using the phone for a call will also often effect the BB.

The noise is there when using the test socket. There are other sockets in the house but none are in use, I am running all the tests and internet directly from the openreach branded socket.

What can I do to either eliminate the problem if it is within my control, or get the BT system to recognise a fault.

I'm including below some of the info I see asked for in other posts, if helpful.

Thanks

 

Telephone Number 01202xxxxxx on Exchange CHRISTCHURCH is served by Cabinet 23

VDSL Range A (Clean)25.416.53.7213.7Available---- 
VDSL Range B (Impacted)2514.23.71.810.6Available---- 
FTTP on Demand33030--Available---- 
WBC ADSL 2+Up to 5.5--3 to 8Available---- 
WBC ADSL 2+ Annex MUp to 5.5Up to 13 to 8Available---- 
ADSL MaxUp to 4--3 to 7Available---- 
WBC Fixed Rate2----Available---- 
Fixed Rate2----Available---- 
VDSL Multicast------Available---- 
ADSL Multicast------Available---- 
Bridge TapN      
VRIN      
NTEFaceplateN      
Last Test Date07-11-2018  

 

1. Product Name: HomeHub5

2. Serial number: +076286+1545004928

3. Firmware version: v0.07.07.03230-BT (Type B) Last updated 12/5/2018

4. Board version: 01

5. VDSL uptime: 0 days, 00:13:39

6. Data Rate: 474 / 7095

7. Maximum Data Rate: 476 / 20445

8. Noise Margin: 6.6 / 19.4

9. Line Attenuation: 37.3 / 27.6

10. Signal Attenuation: 0.0 / 0.0

11. Data sent/received: 3.9 MB / 15.3 MB

12. Broadband username: bthomehub@btbroadband.com

13. BT Wi-fi: Yes

14. 2.4GHz wireless network/SSID: JDN

15. 2.4GHz wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))

16. 2.4GHz wireless security: WPA2 Only (Recommended)

17. 2.4GHz wireless channel: Automatic (Smart Wireless)

18. 5GHz wireless network/SSID: JDN

19. 5GHz wireless connections: Disabled (802.11 a/n/ac (up to 1300 Mb/s))

20. 5GHz wireless security: WPA2 Only (Recommended)

21. 5GHz wireless channel: Automatic (Smart Wireless)

22. Firewall: Default

23. MAC Address: a8:d3:f7:4f:0f:ca

24. Software variant: -

25. Boot loader:0.5.1-BT (Wed Nov 12 11:52:05 2014)

 

 

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3 REPLIES 3
Distinguished Sage
Distinguished Sage
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Message 2 of 4

Re: Constant BB dropou

As this is a repeat fault and you have reported the issue before without a resolution.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Sage
Sage
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Message 3 of 4

Re: Constant BB dropou

It will be the noisy line causing the drop outs. Get that fixed and your broadband should be OK.

Report a noisy line on 151, do not mention broadband or you'll be put through to the wrong department.

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Moderator
Moderator
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Message 4 of 4

Re: Constant BB dropou

Hi @condeh,

Please report the fault as a noisy line as @pippincp mentioned. If you have any issues afterwards please come back so I can offer you our help.

Thanks

DanielS

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