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Fujor
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Message 11 of 37

Re: Slow download speeds and occasional drop outs

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I only have the one phone line in this house.  There's a few ethernet ether but they are currently not in use.

It's a master socket 5C. The phone and the router is plugged into through a filter . I haven't touched this since the open reach engineer plugged it all in when he did the initial connect a few weeks back.

 

The internet drop outs are occurring regularly and can last in some cases 30 minutes.

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Distinguished Sage
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Message 12 of 37

Re: Slow download speeds and occasional drop outs

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Try connecting to the test socket as shown below, and see if it still disconnects.

nte 5c testing from test socket.jpgNTE 5C Test socket check

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Fujor
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Message 13 of 37

Re: Slow download speeds and occasional drop outs

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Ok I have done that and it does seem to be more stable. I will give it a couple of days and see how it goes.

 

What does mean if face plate causing the instability?

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Message 14 of 37

Re: Slow download speeds and occasional drop outs

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@Fujor wrote:

Ok I have done that and it does seem to be more stable. I will give it a couple of days and see how it goes.

 

What does mean if face plate causing the instability?


I assume you have no extension socket wiring connected to that extension block that you can now see on the left?

Capture.JPG

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Fujor
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Message 15 of 37

Re: Slow download speeds and occasional drop outs

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No I have no extension wiring there.

 

Still having the same issues with losing internet service. Dropping out with same regularity and for same duration.

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Message 16 of 37

Re: Slow download speeds and occasional drop outs

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@Fujor wrote:

No I have no extension wiring there.

 

Still having the same issues with losing internet service. Dropping out with same regularity and for same duration.


If its dropping out at the test socket, and there is no noise on your phone line, then there must be an external fault, or the home hub is faulty.

Do the lights on the home hub change colour when you get the disconnections?

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Fujor
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Message 17 of 37

Re: Slow download speeds and occasional drop outs

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The lights don't always change colours. More often it will be orange without the "B" symbol and stay off for some time but quite often it'll stay blue and drop momentarily but keep dropping for a few minutes.

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Message 18 of 37

Re: Slow download speeds and occasional drop outs

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All you can do is to report the problem to BT, if you have not already done it.

You are entitled to a free engineer visit, as its a new connection, especially as your speed is much lower than it should be.

If you had a spare home hub or another VDSL router, you could prove whether its the home hub.

Sometimes a factory reset of the home hub can help, just in case its a corrupted user profile file.

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Fujor
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Message 19 of 37

Re: Slow download speeds and occasional drop outs

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Done a factory reset so will see if that helps.

 

If not is there a better phone number to report this to BT rather than the usual customer service number?

 

Cheers

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Message 20 of 37

Re: Slow download speeds and occasional drop outs

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@Fujor wrote:

Done a factory reset so will see if that helps.

 

If not is there a better phone number to report this to BT rather than the usual customer service number?

 

Cheers


Not really, but if you cannot make any progress with this, then a moderator can be asked to assist, but they are normally very busy, and it can take a few days before they can look at it.

I will ask them, just in case they are not too busy.

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