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Aspiring Contributor
Message 1 of 2

Constant Drop outs & Half Speed

First of all I do not expect a solution as nobody seems to know what’s going on. Around 6 months ago our speed dropped to half of what we should get. An engineer visited, and after 7 hours of frustration “fixed it”. The speed sorted itself out for a while but then our hub started to disconnect 1/2 a day (after 2 years of absolutely no problems). Fast forward to today, we have had constant router drop outs everyday for 3/4 months, increasing in number. We have been escalated to the Team Leader who has now escalated us to the Team Manager, yet nobody can seem to find a problem. In the last month alone we have had 10-12 engineer visits to both our property and exchange (we are next to it). The BT website has itself “discovered” multiple “outside problems”. Our assigned Manager discovered after looking at our data, that we had drop outs 42 times in ONE day last week. We have had new wiring run to the house, 3 new routers, our position in the exchange swapped amongst other things, and yet no solution (all the while still receiving only half of the speed we pay for). We are unable to use mobile devices most of the time (as the router simply drops out) - our games consoles are pretty much useless, again due to drop outs, and our smart tv can barely get through one episode of any tv show without having the same problem. (We have since simply disconnected it from the network. What I would like to know is HOW has this become such an issue, WHY nobody trained can seem to find a problem, and WHEN if ever it will be resolved. We are unable to change providers, as the problem would simply continue, and quite frankly it is become an extremely frustrating experience.
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Distinguished Sage
Distinguished Sage
Message 2 of 2

Re: Constant Drop outs & Half Speed

To try and establish where the problem may be can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

If 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/


If you have the Smart Hub, (Homehub 6) can you go to hub manager then advanced then technical log and post the stats. http://bthomehub.home/

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

Try connecting to the master socket/ test socket and if your problem is still there it could indicate that there is a line fault before the test socket on BT's side.

When you use the test socket make sure that any telephone extensions you have are "dead". There should be no dial tone at any of your phone extensions. If they have a dial tone it means you have star wiring and that is not good for VDSL Broadband and will need to be fixed.

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