Ongoing Broadband Fault

[IrememberBuzby]

Hi, I am new here but have been a BT customer for many, many years.

Our Broadband service is unstable and steadily becoming much worse. Our speed drops to an unusable level but does not cut out completely (Hub stays blue). If we turn our Hub off and on it resets for a while and then the same thing happens again at all and any time of day. I have had engineers out who have changed the socket, hub, ethernet lead, looked at the pole connection, cabinet etc (several times). BT are now just offering me the option to end my contract for free and nothing else. Complaints are just quietly closed without resolution, each engineer states that they are unaware of the ongoing issue and the 'BT Guides' just want to test the WI Fi which isn't going to work correctly without a good Broadband connection. I am stuck in a loop and need my service to be fixed. Is anyone else experiencing a similar thing please? BT are under contract and should be helping me and giving me the service that I am paying for.

[imjolly]

from your post it appears openreach have tried everything to solve your problem but still cannot find what is causing connection problems so only solution seems to be stay as you are or move to another provider with no penalties.

is it possible something in your home is causing the interference causing the connection problem?

can you enter your phone number and this will show what connections are available to you

https://www.broadbandchecker.btwholesale.com/#/ADSL

[IrememberBuzby]

Hi, Open Reach provide the external infrastructure for my entire area. It is not the WiFi within my home it is the connection to my home that is the issue. Did you have a similar problem?

[garybs29]

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@IrememberBuzbywrote:

Hi, Open Reach provide the external infrastructure for my entire area. It is not the WiFi within my home it is the connection to my home that is the issue. Did you have a similar problem?

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"A solid blue light on your BT Hub means the router thinks it has a stable connection to the internet, so the issue is likely a local Wi-Fi drop, a device-specific glitch, or internal interference rather than an outright broadband outage"

The symptoms of blue light still being on actually point to a wifi issue not the line

[IrememberBuzby]

When a device testing the speed is connected directly to the Hub with a cable and the Download Speed and the Upload Speed Fluctuate constantly from low Kbps to Mbps I am afraid that it is not a Wi Fi issue.

[garybs29]

What device is that? How old is it? It's not using any VPN's or anything?

[imjolly]

@IrememberBuzby 

Did you use the link I posted and if so can you post results which will show wat type of connections are available to you

Are you also able to post the hub stats from advanced settings?

[IrememberBuzby]

Hi, we currently have Fibre to the cabinet, with a full fibre connection hopefully available from June 2027. What information do you require from the Hub Manager please? I have had 5 Master Sockets fitted, 2 new Hubs and the ethernet cable changed twice.

[imjolly]

Looking for hub stats from advanced settings then technical log. Should the main stats of your hub connection

[IrememberBuzby]

Hi, I do not wish to share this information, thank you.