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iain24
Newbie
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Message 1 of 5

Infinity Broadband Connection Keeps Dropping

Hoping someone can help me with the following as I'm at the end of my tether with the helpdesk. Since I upgraded to BT infinity in Dec last year my broadband connection keeps dropping every few hours. I was with BT broadband previously and had no issues for years. So far I have tried the following: 

1. line test (all quiet)

2. Spoken to BT heldesk Birmingham who arranged for two engineer visits (one BB engineer, one landline engineer). Both engineers couldn't find anything definitive but made some 'adjustments' (e.g. new master socket5C, doing something with the fibre connections in the 'cab') - drop out frequency actually got worse after their visit. BT have arranged for another 'specialist' engineer visit for next Wednesday but I'm not holding my breath..

3. Requested a new Home hub 6 - didn't solve the problem.

4. Purchased a TP Link W9970 to see if that solved the issue as per recommendations on this forum for similar connectivity issues - hasn't worked either (still dropping out every few hours). 

My house is literally 15 meters from the cab which is fibre to the exchange which is close by, so shouldn't be any distance related degradation issue. Now at the end of my tether as before I upgraded I had zerio problems for 5+ years and as connection keeps dropping when trying to watch football, TV etc. 

Any help/suggestions much appreciated over and above what's already been tried above! 

Thanks

Iain

 

 

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: Infinity Broadband Connection Keeps Dropping

Welcome to this user forum. @iain24 

As this is a repeat fault,

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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iain24
Newbie
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Message 3 of 5

Re: Infinity Broadband Connection Keeps Dropping

Thanks Keith. Yep - tried that and no noise. the engineers also did that test and couldn't detect any noise. 

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Distinguished Sage
Distinguished Sage
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Message 4 of 5

Re: Infinity Broadband Connection Keeps Dropping


@iain24 wrote:

Thanks Keith. Yep - tried that and no noise. the engineers also did that test and couldn't detect any noise. 


See my edited post.

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Moderator
Moderator
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Message 5 of 5

Re: Infinity Broadband Connection Keeps Dropping

Hi @iain24  and thanks for posting.

 

@Keith_Beddoe  is correct here (thanks for raising). We'll need to take a closer look at this for you. I've sent you a Private message explaining how you can contact the forum moderation team.
Check here: https://community.bt.com/t5/notes/privatenotespage

 

Cheers

 

David

Community ModeratorDaveM
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