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pompey1898
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Message 1 of 53

Persistent disconnects

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Hi,

An update to my previous post here as that was marked solved :-

https://community.bt.com/t5/BT-Fibre-broadband/Daily-disconnects-and-sporadic-slow-speeds/td-p/18594...

The disconnects keep happening but are now intruding into the working day.  As I am intending to upgrade to a UHD TV I am concerned that these disconnects will obviously cause interruptions to both live and recorded programmes.

I raised a complaint with BT.  Someone rang back and left a message to say a fault had been found and was reported to the relevant team who would then get back to me.  However, I have just checked online and the fault is marked as fixed.  In clicking on the link to say it is not I just keep being sent round & round the loop.

I have a spreadsheet detailing the disconnections but can't see how to upload it.

Any suggesting please ?

 

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Distinguished Sage
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Message 2 of 53

Re: Persistent disconnects

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Use photo. Capture.PNG



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pompey1898
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Message 3 of 53

Re: Persistent disconnects

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Hi @imjolly,

OK, I'll try that.  Not sure how it will work but here is a snip.

DISCONNECTS 181202.JPG

Is that OK for you ?

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Message 4 of 53

Re: Persistent disconnects

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with that many drop in connection you certainly have a line/connection problem and need engineer visit  looks really odd that down noise margin always shows as zero



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conrad
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Message 5 of 53

Re: Persistent disconnects

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@imjolly   My "Smart Hub "  has always shown a 0db on any resynch for both the down and up even after a factory reset so it may be a common quirk.

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pompey1898
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Message 6 of 53

Re: Persistent disconnects

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Hi @imjolly,

Was there anything in the events ( i.e. that in black text ) leading to the link up that might indicate what is causing the disconnections ?

They were exactly the same for all the disconnections in red.

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pompey1898
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Message 7 of 53

Re: Persistent disconnects

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Hi @imjolly,

There were 3 OR vans in the village today but I did not get the opportunity to speak to any of the engineers.  I was hoping they might have been working on my fault.  If they were, they failed, as I had another disconnect at 16:32 today.

This was the the first, or maybe the second, that I was aware of in real time hence I was able to check that the phone was silent.

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pompey1898
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Message 8 of 53

Re: Persistent disconnects

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Like so many on here, I am getting nowhere with BT.

Despite having had both a complaint and incident reference on Sunday, and sending a chaser email after the 3 days, I have still not heard anything.  Clicking on tracking the fault just keeps going round in circles with the log-in page.

If I can't get a response by Monday might a mod be able to help please ?

 

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Message 9 of 53

Re: Persistent disconnects

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@conrad wrote:

@imjolly   My "Smart Hub "  has always shown a 0db on any resynch for both the down and up even after a factory reset so it may be a common quirk.


must have fixed it in smarthub 2 as mine shows correct noise margin at last firmware reset



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pompey1898
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Message 10 of 53

Re: Persistent disconnects

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I rang 151 to request a fault update.  They ran a line test and then told me to ring 150.

Rang 150 and they said their sytems were down.  I asked if they were on O2.  Answer "no", systems went down today.

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