As a BT FTTP broadband Fibre 2 client we have suffered from dropouts since the fibre line was installed six years ago.
The initial response from BT was that our wifi was the primary cause and we have spent much effort in improving our wifi with extenders but with no resolution of the problem.
In more recent times we have focused our interest on the broadband line as by chance we found that when there was no broadband when using a desktop PC cabled directly to the router all the correct blue and green lights were showing on the hub and modem. A neighbour with some previous BT history kindly came round and after stripping the system back to basics got the same result i.e. correct lights but no broadband. He installed a loaned BT disc and we removed all wifi extenders but the dropouts continued.
In the latest round of complaints to BT we have had three visits.
The first engineer was unprepared and spent five minutes on the premises doing a test of the line and in removing a battery box attached to the Huawei 4 port modem. She left telling us all was perfect. The problem continued.
The second engineer was aware of the issue and spent three hours on the issue both at our home and at the local exchange. Whilst he was here we completely lost the broadband connection with all the lights still showing when using a direct coupled desktop PC. So he connected his works laptop by cable directly into the back of the brand new BT Smart Hub 2 and also couldn’t get any service. This proved the point that we had highlighted despite comments that such a thing could not happen.
As the local mobile phone signal was also non-existent (without wifi calling) he went back to the local exchange in order to be able to communicate. He came back later to advise that he couldn’t make sense of the problem and to tell BT that we need a new line if it occurs again. The system then worked perfectly for 10 days after which we returned to multiple dropouts with no discernible pattern.
The third engineer was unprepared and spent 45 minutes with us yesterday. He checked the line and told us it was perfect and concluded that as a fibre broadband line was either on or off it must be the equipment in our home that was the problem. He left and the problem continues in the same erratic way as before – sometimes perfect for an hour or two and then multiple dropouts per hour. The speed is spot on at 71/20 Mbits when the system is functioning.
So we are now somewhat perplexed. We have swopped power supplies and cables multiple times and rebooted the modem and hub many times.
Any suggestions on our next move would be welcome. Two items come to mind
Is the Huawei 4 port modem capable of creating such an issue?
Is the system that limits the service speed capable of interrupting the service?
