Please help // Router Restarts and Slow Speeds

[gulpin960]

Hi, 

We've been with BT for years and havent had a problem this bad before. For the over a month our router has been restarting constantly, anywhere from 5 minutes to an hour. On top of this our speeds are about a fifth of what they were. 

We've tried calling an engineer but the day they were supposed to show up, nobody came. We've tried calling for help but have to use WiFi Calling as our house never has any signal and of course the router is constantly restarting. We've tried diagnosing through all of the methods on the website, none of them helped. The BT App also says out speeds are far below what we're paying for. 

Please help with this, it's been far too long.

[imjolly]

do you have a landline that is not digital voice?  if so dial 17070 option 2  should be silent and any noise is problem and needs reporting as phone fault not broadband

the constant drops in connection are the reason for your low speeds and once can get back to stable connection then speeds will come back to normal

[licquorice]

You need to contact BT again and rearrange for another engineer visit. 

[imjolly]

did you try going to help at top of page and then raise fault - phone not broadband

[gulpin960]

We do not have a landline unfortunately

[gulpin960]

We've tried multiple times to request a third engineer to come out. Unless there's a direct link to the page somewhere, it keeps sending us to the testing connection page, then restarts our router and then sends us a text saying to call them if nothing improved. When we call them, the above happens.

[gg30340]

Call BT 0330.1234.150 and speak to a human and report the fault.

[pddco]

@imjolly  @licquorice  et al, For FTTC customers with no landline, would there still be exchange conditions on the line or would the jumper be removed in the cabinet. Just wondered what there would be if a phone were plugged into the NTE? Just curious and wondered if you knew. 

[licquorice]

Just guessing here, but suspect the jumper would be still in place in the cabinet but nothing jumpered to the E side on the MDF in the exchange.