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JackGJones
Contributor
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Message 1 of 53

How do i get BT to send out an engineer ?

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Basically as the title says been having issues with the broadband in our home for a while called bt went through all the checks changeds filters did everything they asked it still happens an now more regularly my internet will cut out like once every couple days. With the message :WDG Laststatus:: # Current boot was caused by Power Reset in the event log so thinking faulty hub? But they for some reason are reluctant to send out a engineer every time i speak to them on the phone. I just want the issue fixed its been going on for months. Also sometimes the phone ringing will cause the hub to reset but once the hub has reset it will be fine for about 2/3 days an then the same things happens again. We have a Smart hub an Infinity any thoughts ?

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pippincp
Sage
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Message 2 of 53

Re: How do i get BT to send out an engineer ?

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Connect directly to the test socket with a filter, do a quiet line test on 17070 option2 the line should be silent between announcements.

Post hub stats.

HH6 Advanced/technical log.

 

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JackGJones
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Message 3 of 53

Re: How do i get BT to send out an engineer ?

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Done all of this 99% of the time quiet but sometimes the phone will ring an the internet will drop an the line will be noisy but after that one call it will be fine for a few days again then back to the same old routine. 

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pippincp
Sage
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Message 4 of 53

Re: How do i get BT to send out an engineer ?

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So it still happens when connected to the test socket?

BTW haven't seen the hub stats yet.

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JackGJones
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Message 5 of 53

Re: How do i get BT to send out an engineer ?

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Yeah happens when connected to the test socket. 

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JackGJones
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Message 6 of 53

Re: How do i get BT to send out an engineer ?

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bt pic.png

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imjolly
Distinguished Sage
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Message 7 of 53

Re: How do i get BT to send out an engineer ?

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if router drops connection when connected to test socket  ( after trying a new filter) then you probably have a high resistance fault and new to phone 151 and report a phone fault NOT broadband  be insistent and get engineer visit



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NeilO
Moderator
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Message 8 of 53

Re: How do i get BT to send out an engineer ?

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@JackGJones Please use the 'click here to contact the mods' link in my forum profile to send in your details and we'll be able to help you get an engineer visit sorted. You can find the link by clicking on my username.

Thanks

Neil

JackGJones
Contributor
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Message 9 of 53

Re: How do i get BT to send out an engineer ?

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Thank you will do on my phone at the moment an when i click on your name i do not see the link but will be sure to check later when im home on the pc 🙂 

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NeilO
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Moderator
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Message 10 of 53

Re: How do i get BT to send out an engineer ?

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@JackGJones I'm really sorry, it's there now. Smiley Embarassed