Hi, i have a BT smart hub router, and infinity 2 package, (80 20 one i believe)
The past couple months i have been experiencing completely random disconnections usually throughout the day, sometimes its once a day sometimes multiple, but these disconnections cause me to lose lots of time due to the nature of my work so i need to get this resolved.
I have had 5 engineers out, all doing the random replace this, replace that, all doing nothing, although 2 months back i got sent out a new router, bt smart hub, which solved the disconnections for about 2 months until now, recently this new year the disconnections have been becoming more and more frequent which is why i'm here. i had an engineer sent out a couple days ago who attempted to fix it to no avail. I'm fed up of getting multiple engineers all having no clue what to do and the issue persisting. I Have replaced all the cables, engineers have changed the ports or w/e, nothing seems to solve it and or trigger it, its completely random. When they check the logs or line or something they can see the disconnections happening but nobody can figure it out.
Hi @broadbandiss1 Welcome to the forum and sorry to hear that you are experiencing drops in your connection again.
A faulty phone line will have a negative impact on your broadband connection. To help rule out any issue with your phone service please run a quiet line test by dialling 17070 from your BT Landline. If using a corded phone then the test should be quiet, if you are using a cordless phone then you may hear a low hum.
Please post your router stats for the BT Smart hub you can get your connection stats by, Opening a new web browser on your connected device and type 192.168.1.254 or bthomehub.home into the address bar. This will open the Hub Manager. Click ‘Advanced Settings’ and then ‘Technical log’
BT Hub 6A
0 Days, 3 Hours 45 Minutes 7 Seconds
19.07 Mbps / 62.61 Mbps
20485 / 65422
8.2 dB / 6.6 dB
0 dB / 15.1 dB
294 MB Uploaded / 9561 MB Downloaded
Smart (Channel 11)
Smart (Channel 36)