topic Re: Frequent Drop-Outs in Broadband

Frequent Drop-Outs

Dodeth — Sun, 02 Oct 2022 15:29:30 GMT

Hi,

Over the last few days my connection is dropping out on a very frequent basis. I think I've tried out all the recommended fixes, but to no avail.

Any advice?

Re: Frequent Drop-Outs

jab1 — Sun, 02 Oct 2022 15:41:22 GMT

@Dodeth It is possible you have a BT/OR network problem, but without some solid data to work with, it is difficult to make suggestions. As a start, which modem/router are you using? and if you provide the information requested below, we may be able to point you in the correct direction.

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) 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 say so.

Re: Frequent Drop-Outs

Dodeth — Sun, 02 Oct 2022 16:07:37 GMT

OK. The first thing to say is that my download/upload speeds are way down from where they should be. I've tried to post the two bits of info you requested but I can't work out how to place the screen shot within the topic. I've also done the quiet line test and there was no discernible noise (although my hearing isn't great!).

Re: Frequent Drop-Outs

jab1 — Sun, 02 Oct 2022 16:13:50 GMT

OK, to post those screen shots, save them somewhere (My Pictures is the obvious place, to me), then click the icon to the right of the 'smiley' above the text box and follow the prompts, insert the first picture, then repeat for the second one. Until er have some solid data to work on, I can't really comment further.

Re: Frequent Drop-Outs

Dodeth — Sun, 02 Oct 2022 16:14:31 GMT

It's Hub 1, by the way.

Re: Frequent Drop-Outs

Dodeth — Sun, 02 Oct 2022 16:27:14 GMT

I know I'm extremely stupid but how do you save a screenshot?

Re: Frequent Drop-Outs

jab1 — Sun, 02 Oct 2022 16:39:02 GMT

Not stupid. To save a screen shot - right-click it, and you should get a pop-up with options, which will guide you. Don't worry about asking questions - I'm happy to help those who want to help themselves.

Re: Frequent Drop-Outs

Dodeth — Sun, 02 Oct 2022 16:43:29 GMT

Re: Frequent Drop-Outs

Dodeth — Sun, 02 Oct 2022 16:53:20 GMT

Re: Frequent Drop-Outs

jab1 — Sun, 02 Oct 2022 16:57:06 GMT

That first screen shot shows a potential problem - most likely in the BT/OR network, but we do need the other data as well, please.

Re: Frequent Drop-Outs

Dodeth — Sun, 02 Oct 2022 17:01:52 GMT

Thanks John. I'll have to pick this up tomorrow as I'm being called for dinner!!

Re: Frequent Drop-Outs

jab1 — Sun, 02 Oct 2022 17:03:31 GMT

OK, no problem - I'm around from 7.30 AM approx to 8PM.

Re: Frequent Drop-Outs

Dan_the_Van — Sun, 02 Oct 2022 17:21:40 GMT

@Dodeth

If it helps there is a 'snipping tool' which allows you to capture parts of a screen.

If you click on Start and type 'snipping' you should see

Open the app and you will see

Click on new, using the mouse select the area of the screen you wish to capture and then save.

HTH

Re: Frequent Drop-Outs

Gandalf — Wed, 05 Oct 2022 07:33:51 GMT

Hi there,

I see we've booked an engineer visit for tomorrow afternoon.

Let us know how it goes.