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SarahV
Beginner
158 Views
Message 1 of 14

Dropouts

I have joined BT 4 month ago and on the faster fibre 76mb.
Between 7am/10am and 4pm/9pm my connection constantly drops out and the hub changes to orange light.

Every single day this happens and I've had enough, I never had these issues with talktalk, they have apparently done tests with no isses found REALLY?!?!.
Seems like I've made a bad move, I ain't paying 39.99 for another 14 month with this issue not a chance.
Hub has been reset numerous times makes no difference, direct connection from DSL socket to hub nothing else plugged in.

Thing that is doing my head in is I have to repeat myself over and over again when I ring up and have to do the same tests everytime, they don't work!

I'm at the point to cancel now, looking for a way out of the contract as fast as im concerned im not getting the service im paying for.
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13 REPLIES
Distinguished Sage
Distinguished Sage
150 Views
Message 2 of 14

Re: Dropouts

Welcome to this user forum.

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

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Forumhelp (Private website) Lots of additional information and help.
You will need to be connected to your home BT Broadband connection to view it, or any links to it that I post on this forum.

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Moderator
Moderator
139 Views
Message 3 of 14

Re: Dropouts

Hi @SarahV,

I'm sorry you're experiencing issues with your connection. Please can you try the quiet line test as suggested by @Keith_Beddoe

If your connection drops out around the same time each day, this could be electrical interference. Do you have anything set on a timer, like heating set to go on around the same time?

In order to help identify what is causing your connection to drop, please could you post your router stats as shown in Broadband - Top Tips to get help on the forum

Thanks

PaddyB

 

Community ModeratorPaddyB
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denniseddie
Newbie
82 Views
Message 4 of 14

Re: Dropouts

SarahV,  your not the only one with this problem, since i changed to superfast broadband my line too keeps dropping connection then restarting, never had this problem with normal broadband,,, 

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denniseddie
Newbie
82 Views
Message 5 of 14

Re: Dropouts

SarahV, I have been getting the same problem since I switched to superfast 3 month ago, its so annoying when working online then it just drops connection then takes an age to restart.

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SarahV
Beginner
110 Views
Message 6 of 14

Re: Dropouts

Cant I've no phone, only use internet
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Distinguished Sage
Distinguished Sage
106 Views
Message 7 of 14

Re: Dropouts


@SarahV wrote:
Cant I've no phone, only use internet

You will need to try a phone.

Why do you need phone connected to your line?

If the phone line is noisy or has a high resistance connection, then that will affect your broadband.

There are quite a few people that do not plug a house phone in to check dial tone every so often. This can cause issues with broadband. Also, if one wire has become disconnected (quite common), then that will cause no broadband,  constant disconnections, or a very low speed.

The solution is to get hold of a cheap (less than £5) wired phone, and plug it into the phone socket to see if you get dial tone.

Then dial 17070 (free call)  and select option 2, quiet line test, and see if there is any noise on the line.

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

You may find that the very act of plugging a phone in, and getting dial tone, fixes your broadband, as it breaks down any corrosion.

 

-----------------------------------------------------------------------------------

Forumhelp (Private website) Lots of additional information and help.
You will need to be connected to your home BT Broadband connection to view it, or any links to it that I post on this forum.

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SarahV
Beginner
103 Views
Message 8 of 14

Re: Dropouts

Nothing else plugged in, it seems to be peak times mainly.
I never had this with talktalk and.disnt need a phone then so what changed? The only things different is the new ISP and router
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Distinguished Sage
Distinguished Sage
92 Views
Message 9 of 14

Re: Dropouts

another advantage of having a cheap corded phone is the ability to check the problem is not on your side of the test socket before arranging an engineer visit.  If the fault is on your side of the test socket then you will be charged £129.99 for the engineer visit but free if fault on openreach side of test socket

£5 seems a good investment



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SarahV
Beginner
73 Views
Message 10 of 14

Re: Dropouts

Ok got the phone did the test and I can hear someone talking, it's very faint but definitely something there.
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