Intermittent internet

[gazzer159]

Would value some help on how to approach this problem.
I have BT Fibre with a BT Smart Hub and a set of BT Whole Home discs.

The problem I am  having is that the internet drops for 2-5 minutes frequently. No clear pattern. Test on BT website indicates all is well.
We cannot see a pattern to the internet dropping. The blue light on Smart Hub and discs remain steady when the internet is dropped. The internet drops for both wifi connected and computer directly connected to router (so presume not an issue with Whole Home discs). It comes back on spontaneously within 5 minutes.

Hub replaced , ont and power supply replaced . Bt engineer and Openreach have both visited and said everything is fine. Countless to BT support without resolution. Email just received saying as service not resolved I may cancel contract early. Surely this is not the solution.

[pddco]

When you say computer directly connected I take it that’s with an Ethernet cable to one of the ports on the Hub? A bit perplexed as to why BT are saying there’s nothing wrong when you’re saying it frequently drops the internet 2-5 minutes at a time. How often are we talking here? I’m wondering why that doesn’t happen when the engineers are on-site. And you have three green lights on the ONT  throughout? 

[gazzer159]

I have two computers hard wired to the hub, the fault as not shown when engineers have been on premises but they are only here for 10min. The bt man did say the logs showed dropouts but nothing wrong with equipment in house and it needed a openreach engineer . This is happening sometimes every 10min sometimes every 90min. There is no pattern, occasionally the hub flashes orange when no internet but mainly the blue light remains on.

I have been a bt customer for 23 years I feel something better could be offered.

[chrisjp]

You haven't said what, if anything, happens to the ONT lights when you lose internet.

[pddco]

Have you got fibre to the premises (FTTP) Broadband with the hub connected via an Ethernet Cable to an ONT ( Optical Network Termination) that should be showing an additional 3 green lights. Or Fibre to the Cabinet (FTTC) with the hub plugged into plain white NTE5 “ Master Phone Socket”?

[gazzer159]

FTTP , all three ont lights are green when no internet. Openreach say the signal at the ont is very strong

[WSH]

Have you tried replacing the cable between the ONT and the hub?  (Cables do sometimes develop intermittent faults).

[pddco]

Thanks. And was the Ethernet cable to the ONT and the hub’s power supply replaced when the Hub and ONT were replaced? Are the Hub and OBT plugged into an extension lead ( just trying to eliminate possible noise sources that might cause odd behaviour in the hub). Perhaps sounds a bit “Clutching at straws” , but useful to know. 

[gazzer159]

The ethernet from ont to hub was replaced in July when same situation.Hub reset to factory default.

Hub power supply not replaced this time but new hub and power supply fitted in July. I have also tried a different power supply this time.

[pddco]

Hmmm.. so this has got a bit of history then? Prior to July it was nice and stable? Just wondering what might have changed on your home network ( new devices perhaps) that could give a clue to a cause… 

I take it that when you first got FTTP it was all good?

And have you got Digital Voice?