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dougcoull
Aspiring Contributor
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Message 1 of 53

Re: Broadband connection keeps dropping!

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My BB has been dropping out on occasions for quite a while now but tended to come back on quite quickly.

Since the 30th December it drops out throughout the day and night.

Lady in India said she did see a problem and arranged an engineer visit for last Thursday. However the BB sat stable from what I could see for a couple of days, so I assumed it had been resolved and cancelled the visit rather than waste an engineer's time.

We're back to it dropping regularly and sadly one adviser who gave me his email and promised to stick with me until a resolution has disappeared. Called yesterday and another advisor said the line showing as connected yet my hub was down.

I had to push him to get an engineering visit arranged even though he could see from my notes that it was an ongoing problem.

 

Serrvice levels have dropped badly since I worked with BT 😞


Now have a visit arranged for Tuesday but meanwhile I have very unrelaible BB that will drop continually.

I'm on Infinity2 and a fair way from the exchange/cabinet with wet string I suspect.

Any thoughts please?

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Distinguished Sage
Distinguished Sage
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Message 2 of 53

Re: Broadband connection keeps dropping!

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as other thread is marked solved I move your post to start your own thread and get replies applicable to your problem

 

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

 

can you post stats from your router please

 

are you using test socket with a filter to see if that stabilises your conenction by elimnating your internal wiring



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dougcoull
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Message 3 of 53

Re: Broadband connection keeps dropping!

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The quiet test was fine.

Tried two browsers and both timed out without connecting to hub.

I haven't tried connecting to test socket TBH - it's in an awkward place in a cupboard and on another floor so can't hardwired my Mac. Not so easy to monitor then.

Connection has dropped at least six times since this morning though.



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Distinguished Sage
Distinguished Sage
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Message 4 of 53

Re: Broadband connection keeps dropping!

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You should be able to connect to the home hub, even if the broadband is down. Sounds like a faulty home hub.

Have you tried a factory reset of the home hub? Which home hub do you have?

Factory reset your home hub

 

 

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dougcoull
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Message 5 of 53

Re: Broadband connection keeps dropping!

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It's a Home Hub 6.

Not tried a factory reset - did plug in my old hub and had the same problem.

I'll try the factory reset now though - and than you.
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dougcoull
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Message 6 of 53

Re: Broadband connection keeps dropping!

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Sorry it's a Home Hub 5 😞

I've tried the factory reset - kept the button pressed for well over the 20 seconds and nowt I'm afraid. Didn't power down - stayed the same same state.
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Distinguished Sage
Distinguished Sage
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Message 7 of 53

Re: Broadband connection keeps dropping!

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It sound like the home hub has gone faulty, as a factory reset should cause it to totally reboot. You should then be able to connect to in via this link Home Hub.

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dougcoull
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Message 8 of 53

Re: Broadband connection keeps dropping!

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OK - thanks for everyone's help.

Am I correct in saying I can reinstall my Home Hub 4 with my Infinity2?
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Distinguished Sage
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Message 9 of 53

Re: Broadband connection keeps dropping!

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@dougcoull wrote:
OK - thanks for everyone's help.

Am I correct in saying I can reinstall my Home Hub 4 with my Infinity2?

Not unless you have an Openreach modem as well, as the HH4 only works on ADSL.

 

You could get something to replace it for about £30 locally, that would work on VDSL.

 

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Distinguished Sage
Distinguished Sage
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Message 10 of 53

Re: Broadband connection keeps dropping!

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Only if you also have an Openreach modem. The HH4 is only an ADSL device not VDSL.

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