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rsc00
Beginner
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Message 1 of 10

Re: BT Infinity disconnection problem

Dean, I'm having a similar issue. I've spoken to the Indian call centre and that was an exercise in futility. I regularly experience a loss of connection on my fibre broadband where the hub actually loses connection and i get the flashing lights and then it reconnects. Normally at night, but had this this morning.
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9 REPLIES 9
Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: BT Infinity disconnection problem

I moved your post to start your own thread as other was 4yrs old

 

if you have hh5 can you go to troubleshooting then helpdesk and post 1-12

 

enter your phone number and post results  remember to delete number  https://www.btwholesale.com/includes/adsl/main.html

 

run btspeedtester and when first test completes then run diagnostic test and post results 

 

btspeedtester

 

are you connected to test socket with filter or do you have SSFP?

 

try quiet line test  dial 17070 option 2 should be quiet and best with corded phone



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rsc00
Beginner
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Message 3 of 10

Re: BT Infinity disconnection problem

Hi, this is the test results


Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

High Low High Low
FTTC Range A (Clean) 80 76.9 20 20 -- Available
FTTC Range B (Impacted) 80 61.9 20 12.2 -- Available

WBC ADSL 2+ Up to 17 -- 10 to 19.5 Available
WBC ADSL 2+ Annex M Up to 17 Up to 1.5 10 to 19.5 Available
ADSL Max Up to 7.5 -- 6.5 to 8 Available
WBC Fixed Rate 2 -- -- Available
Fixed Rate 2 -- -- Available
Other Offerings
Fibre Multicast -- -- -- Available
Copper Multicast -- -- -- Available

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rsc00
Beginner
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Message 4 of 10

Re: BT Infinity disconnection problem

Exchange SOUTH is served by Cabinet 5

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

  HighLowHighLow    

FTTC Range A (Clean)8076.92020--Available
FTTC Range B (Impacted)8061.92012.2--Available
 
WBC ADSL 2+Up to 17--10 to 19.5Available
WBC ADSL 2+ Annex MUp to 17Up to 1.510 to 19.5Available
ADSL MaxUp to 7.5--6.5 to 8Available
WBC Fixed Rate----Available
Fixed Rate----Available
Other Offerings
Fibre Multicast------Available
Copper Multicast------Available
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rsc00
Beginner
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Message 5 of 10

Re: BT Infinity disconnection problem

Currently getting 73.73 download speed and 16.36 upload speed and 19.25 ping latency

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rsc00
Beginner
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Message 6 of 10

Re: BT Infinity disconnection problem

 
FAQ

Results Image not loaded

 

 


1. Best Effort Test:  -provides background information.

 Download Speed
 73.73 Mbps
  
0 Mbps77.43 Mbps
Max Achievable Speed

 Download speedachieved during the test was - 73.73 Mbps
 For your connection, the acceptable range of speedsis 60 Mbps-77.43 Mbps .
 Additional Information:
 IP Profile for your line is - 77.43 Mbps

2. Upstream Test:  -provides background information.

 Upload Speed
 16.36 Mbps
  
0 Mbps20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 16.36Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps


We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.
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Distinguished Sage
Distinguished Sage
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Message 7 of 10

Re: BT Infinity disconnection problem

Looks like current connection speed is at the top end of the dslchecker estimate



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rsc00
Beginner
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Message 8 of 10

Re: BT Infinity disconnection problem

I believe the connection socket is a standard one, it has one port which there is a filter in and the broadband and telephone lines go into the filter.

 

It's been over the last few weeks that I've noticed that the broadband actually disconnects and the BT Hub flashes orange, then reconnects 4/5 mins later. 

 

I've tried ringing but only get to the indian call centre who are of no help at all, I have to repeat myself 3/4 times, they don't listen anyway and stick to a script which doesn't actually help the situation.

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rsc00
Beginner
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Message 9 of 10

Re: BT Infinity disconnection problem

Do you have any idea why the hub would disconnect on regular ocassions?

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Distinguished Sage
Distinguished Sage
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Message 10 of 10

Re: BT Infinity disconnection problem

Is your socket like this. test socket.jpg

 

 

If so can you use a new filter and connect to the test socket and see if that helps your connection

 

which hub are you using?



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