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benalastair
Beginner

on ‎09-01-2025 8h43

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Message 1 of 3

Intermittent Drops in BT Fibre Broadband Connection

Hi,

I’ve been experiencing intermittent drops with my BT Fibre broadband over the past few weeks. The connection will suddenly drop for 1-2 minutes and then reconnect on its own. This happens several times a day, disrupting my work and streaming.

Here are some details:

  • Router Model: BT Smart Hub 2
  • Connection Type: Fibre 100
  • Devices Affected: All devices (wired and wireless)
  • What I’ve Tried So Far:
    • Restarting the router.
    • Checking for loose cables.
    • Performing a factory reset on the router.
    • Running BT’s diagnostic tool (it shows no faults).
    • Checking for service outages in my area (none reported).

The router’s lights show the connection is fine most of the time, but the drops still occur. Could this be an issue with line stability or noise on the fibre connection? Or should I request a replacement router?

Has anyone else experienced this, and are there any solutions I can try before contacting BT support?

Thanks in advance for your help!

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2 REPLIES 2
Christopher_G
Moderator
Moderator

on ‎10-01-2025 10h22

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Message 2 of 3

Re: Intermittent Drops in BT Fibre Broadband Connection

Hi @benalastair 

There are a couple of other troubleshooting steps to try here. If you're still having a problem, I recommend speaking with our technical support team.

Chris

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iniltous
Distinguished Guru

on ‎10-01-2025 10h52

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Message 3 of 3

Re: Intermittent Drops in BT Fibre Broadband Connection

Is your service FTTP  ( so your router is connected to an ONT  ) ?,

assuming it is FTTP , during your service dropouts what is the status of the ONT lights , does the PON light remain steady green or does the PON light go off ( or flash ) or does the LOS light ( loss of signal  ) light  come on ?.

How is your router connected to the ONT , directly ( basically the ONT and router are co-located in the same room and connected together by a short Ethernet cable ) or do you have an internal Ethernet network arrangement , typically provided by the developer in new builds , so the router can be in a different location to the ONT , the ONT ( in an under stairs cupboard for example ) is connected to one Ethernet socket and the router connected to a linked Ethernet socket in the living room …

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