topic Re: Losing connection random in Broadband

Losing connection random

dp3435 — Mon, 14 Mar 2022 23:11:18 GMT

Hello,

I'd appreciate some help with my plus one router.

I have a wired connection to a PC and several wireless devices.

At random times the blue light goes off and I get the orange one, sometimes with the 'b' under it. This can be for a minute before it becomes blue again and other times for longer. What's strange is that it can be on and off in quick succession and then fine again for days.

It seems to happen more during the day I think, so I have put up with it. It did become a problem during lockdown.

I can't seem to think of a reason / pattern for why it would do it - so I would suggest it's a router fault?

I'm not an expert with tech (7/10), but I am good at following instructions - so any advice would be great! I've tried the generic FAQ ones. I saw a similar post on here that had the same issue, which was resolved with a new router.

Cheers, Dave.

Re: Losing connection random

jab1 — Tue, 15 Mar 2022 06:49:48 GMT

@dp3435 The symptoms you describe could be down to any number of reasons, but if you follow the below, Community members/Help Team staff will probably be able to resolve the problem.

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the HELP DESK tab from your Hub would be a start.

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

Re: Losing connection random

Gandalf — Tue, 15 Mar 2022 12:23:58 GMT

Hi Dave, I'm really sorry to see you're having connection issues.

I've just tested your line and the tests are picking up on a line fault, so I'd like to arrange an Openreach engineer with you to take a closer look. Could drop me a reply onto the ticket I've created Here with when you'll be available for a visit?

If you can post back once you've responded, I can make sure we book the engineer as soon as we can.

Cheers

Re: Losing connection random

dp3435 — Tue, 15 Mar 2022 13:00:49 GMT

Thank you for the quick responses.

I have added my availability to the ticket.

I'm glad a fault has been detected - so hopefully we can get it sorted.

Cheers - Dave.

Re: Losing connection random

Gandalf — Tue, 15 Mar 2022 15:51:15 GMT

Awesome. Cheers Dave.

I've just added a reply to the ticket 222814913 now.

Feel free to prod me again once you've responded.

Re: Losing connection random

dp3435 — Wed, 16 Mar 2022 10:10:27 GMT

Thank you - done

Re: Losing connection random

Gandalf — Wed, 16 Mar 2022 12:50:02 GMT

Cheers, I can see we've booked the engineer and updated the ticket 222814913 with the appointment details.

Let me know how it goes

Re: Losing connection random

dp3435 — Tue, 03 May 2022 16:44:04 GMT

Been meaning to post for a while - but I wanted to say thank you to the team for quickly organising the support and I have not had any issues since.

Thanks again!

Re: Losing connection random

adamwalker — Wed, 04 May 2022 07:40:57 GMT

Marvelous! Thanks a lot for letting us know, that's great to see