topic HBB dropping connection in Broadband

HBB dropping connection

chrisgllovell — Wed, 13 Apr 2022 22:36:00 GMT

Hey guys,
I'm just posting to try and get a bit of help.
I recently signed into my account and received an offer to upgrade my HBB package and get signed into a new contract and deal, so I accepted.

Since I received an email confirming the upgrade had completed my HBB connection drops out 6 or 7 times a day.

I am a WFH employee and would appreciate if someone could look into my line or offer me some help.

Thanks in advance

Re: HBB dropping connection

jab1 — Thu, 14 Apr 2022 05:42:58 GMT

@chrisgllovell No doubt one of the Help team will pick this up in due course, but if you want help from the Community:

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 broadband connection status from your Hub would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

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.

If phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.

Re: HBB dropping connection

adamwalker — Fri, 15 Apr 2022 09:40:24 GMT

Hi there @chrisgllovell,

I'm really sorry about the disconnections that you've been experiencing. I've just been running some tests on your line and we're not seeing signs of any faults or other obvious causes for the issue.

Please give the steps here a try as your next step and let me know how you get on: https://www.plus.net/help/broadband/connection-troubleshooting/