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modonnell97
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Message 1 of 15

Help! BT Smart Hub 2 dropping fully

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Hello I've had issues after issues 10+ engineers out new line now upgraded to Gfast my router drops constantly it's annoying now and they cant seem to fix it I dont get how an enginer cant find the issue,I can post logs of my router to show someone who can try to understand it? I dont have a phone connected so cant test for noise on the line but after 10+enginers I shouldn't have to they should have done all the tests they say the line is coming back fine everything seems fine on there end but they cant even understand the technical log. Any help would be much appreciated 

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Keith_Beddoe
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Message 2 of 15

Re: Help! BT Smart Hub 2 dropping fully

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@modonnell97 

Then is most likely an issue with line noise which you will need to check with a phone at the test socket.

I will repeat again what I posted on another thread, regarding phone connections.

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.

The lack of any current flowing through the wires due to the lack of a phone providing an occasional loop, causes oxidisation at any joints which causes the line resistance to increase. This does not show up on a normal line test.

With Private Circuits it is common practice to allow a small "DC Wetting" current to flow through the line to prevent this problem.

https://en.wikipedia.org/wiki/Wetting_current

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 £10) 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.

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modonnell97
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Message 3 of 15

Re: Help! BT Smart Hub 2 dropping fully

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Right okay I've ordered a weird phone now so let's hope this will give me some answers i thought they check the line for noise when the enginers come? Thank you for your response 

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modonnell97
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Message 4 of 15

Re: Help! BT Smart Hub 2 dropping fully

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House phone has came I've tested the line calling 17070 done the quite line test and not hearing a thing so it seems that isnt the issue any other ideas? 

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pompey1898
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Message 5 of 15

Re: Help! BT Smart Hub 2 dropping fully

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@modonnell97wrote:

House phone has came I've tested the line calling 17070 done the quite line test and not hearing a thing NOT EVEN THE ANNOUNCEMENTS ? so it seems that isnt the issue any other ideas? 


 

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modonnell97
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Message 6 of 15

Re: Help! BT Smart Hub 2 dropping fully

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Yes it repeats my number back to me I click option 2 and hear nothing then it says quite line test then nothing then says it again so no noise on the line 

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Keith_Beddoe
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Message 7 of 15

Re: Help! BT Smart Hub 2 dropping fully

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The message will eventually be repeated, if you wait. There can be bursts of noise, so its best to listed for at least five minutes.

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modonnell97
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Message 8 of 15

Re: Help! BT Smart Hub 2 dropping fully

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Just done it twice and after I was listening for so many minutes it cut off and i done it again and waited so many minutes listening and it cut off again is that after the time is up or is it just meant to continue going? 

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modonnell97
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Message 9 of 15

Re: Help! BT Smart Hub 2 dropping fully

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Bump
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modonnell97
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Message 10 of 15

Re: Help! BT Smart Hub 2 dropping fully

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Any update?
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