topic Re: Intermittent Connection Drops in Broadband

Intermittent Connection Drops

Dalekfish — Thu, 20 Apr 2023 12:51:38 GMT

Hi, for the past week I have been having intermittent internet drops that have been interrupting me working from home. I have tried texting help to 07800008121. But there is no answer or response. Can I request a line check and if possible the connection records for the past week for my property?

Thanks

Re: Intermittent Connection Drops

jab1 — Thu, 20 Apr 2023 12:57:47 GMT

@Dalekfish Welcome to the Community. When did you send the text - they are only responded to 0800-1930, in order?

Re: Intermittent Connection Drops

Dalekfish — Thu, 20 Apr 2023 13:01:43 GMT

Hi I sent a few within working hours. 2pm on Monday and yesterday at 1pm.

Re: Intermittent Connection Drops

jab1 — Thu, 20 Apr 2023 13:06:00 GMT

Strange you haven't had a response, then. If you want help from the Community to try and resolve this, i have a script which will give other members a chance to see if we can see and sort it for you?

Staff response on here can be a tad slow at times.

Re: Intermittent Connection Drops

Dalekfish — Thu, 20 Apr 2023 13:21:01 GMT

Hi, mate yeah that would be quite useful!

Re: Intermittent Connection Drops

jab1 — Thu, 20 Apr 2023 13:26:58 GMT

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 you are unsure about any of the above, please just ask - I am happy to help.

Re: Intermittent Connection Drops

Dalekfish — Thu, 20 Apr 2023 13:55:00 GMT

Re: Intermittent Connection Drops

Dalekfish — Thu, 20 Apr 2023 13:56:43 GMT

Re: Intermittent Connection Drops

Dalekfish — Thu, 20 Apr 2023 14:02:17 GMT

Hi, I am in the technical log of the Hub-2 and see no connection status section there?

Re: Intermittent Connection Drops

jab1 — Thu, 20 Apr 2023 14:03:53 GMT

@Dalekfish Thanks for those two pictures - although they are somewhat confusing - your Speed test suggests you are on the 80/20 package, and the 'observed speed' on the BTw checker suggests you are on the 40/10?

Re: Intermittent Connection Drops

jab1 — Thu, 20 Apr 2023 14:05:54 GMT

@Dalekfish wrote:

Hi, I am in the technical log of the Hub-2 and see no connection status section there?

This is the screen I'm looking for:

Re: Intermittent Connection Drops

Dalekfish — Thu, 20 Apr 2023 14:07:39 GMT

Re: Intermittent Connection Drops

Dalekfish — Thu, 20 Apr 2023 14:10:31 GMT

I believe that I was upgraded possibly? I remember an email but cant find it for the life of me right now.

Re: Intermittent Connection Drops

jab1 — Thu, 20 Apr 2023 14:11:09 GMT

Thanks - and the Phone test? Looks to me like you are having xDSL drops. If the phone line is clear, can you post the current WAN tab from the Event log, just to confirm my suspicions, please.

Re: Intermittent Connection Drops

jab1 — Thu, 20 Apr 2023 14:12:37 GMT

@Dalekfish wrote:

I believe that I was upgraded possibly? I remember an email but cant find it for the life of me right now.

Yeah - the detail in the Technical page confirms you are on 80/20.

Re: Intermittent Connection Drops

Dalekfish — Thu, 20 Apr 2023 14:15:37 GMT

We dont have any landlines actually hooked up but here is the first page of the WAN tab, I see an error on it that I assume you can understand!

Re: Intermittent Connection Drops

jab1 — Thu, 20 Apr 2023 14:19:43 GMT

OK - I was correct in my guess - there is a fault in the BT/OR network. As a a backup to your BOT reports, try sending a fault report via this link: https://faults.plus.net

Re: Intermittent Connection Drops

Dalekfish — Thu, 20 Apr 2023 14:23:58 GMT

Thank you for all of your help! Do you know what the common caus eof this fault is? and what I could expect to be done to fix it?

Re: Intermittent Connection Drops

Dalekfish — Thu, 20 Apr 2023 14:27:13 GMT

Also when they ask me about the quiet tone question in that fault report what should I answer if we dont have a phone line?

Re: Intermittent Connection Drops

jab1 — Thu, 20 Apr 2023 14:28:08 GMT

No problem - that is what the Community is for - to help each other. As to the reason for this, no I don't really know - I'm not a telecoms engineer - but an investigation by OpenReach should sort it, although even if the engineer told you the problem, it may not make much sense.