topic Re: Connection frequently Dropping in Full Fibre

Connection frequently Dropping

DanBurgundy — Mon, 13 Dec 2021 22:30:13 GMT

Hi there.

I have gone from having a pretty stable connection to it frequently disconnecting or the speed plummeting. Looking at another post, I'm going to borrow a corded telephone tomorrow to do the quiet test, though on out cordless it sounded ok.

A utilities company has been working on the street last week and it started from then, though my neighbour (with BT) has said she has had no issues. How do I get it looked at or is there any advice I can try?

thanks

Re: Connection frequently Dropping

jab1 — Tue, 14 Dec 2021 07:55:51 GMT

@DanBurgundy Welcome to the forums. For other Community members to help, a little more detail would help, although a staff member on the Help Team should pick this up.

First question, though, before I make any suggestions - are you really on an ADSL connection, or FTTC? - it makes a difference in what we can advise.

Re: Connection frequently Dropping

DanBurgundy — Tue, 14 Dec 2021 08:52:43 GMT

Thanks for the reply. How do I tell? I assumed it was ASDL going by the little plug in filter

Re: Connection frequently Dropping

jab1 — Tue, 14 Dec 2021 09:23:20 GMT

What speeds do you usually get? Also, it will tell you on your Members Centre.

Re: Connection frequently Dropping

Gandalf — Tue, 14 Dec 2021 10:41:15 GMT

Hi @DanBurgundy, thanks for your post and welcome to our Community Forums.

I'm sorry to see you're having issues with your connection. I've tested your line today and the tests are showing what's known as a bridge tap, which is generally a wiring problem, so I'd like to arrange an engineer visit to investigate further.

I've logged a support ticket on your account, could you reply to it by going Here with when you'll be available for an engineer visit? If you can post back once you've responded, I'll make sure we book the engineer for you as soon as we can.

Re: Connection frequently Dropping

Mav — Tue, 14 Dec 2021 13:03:49 GMT

Moderator's note(s):

Thread moved from ADSL Broadband to Fibre Broadband.

Re: Connection frequently Dropping

DanBurgundy — Tue, 14 Dec 2021 21:40:23 GMT

Thanks

Hopefully it can be easily fixed.

Re: Connection frequently Dropping

Gandalf — Wed, 15 Dec 2021 09:02:21 GMT

Thanks for getting back to me @DanBurgundy

I've booked the Qube engineer (working on behalf of BT) and updated the ticket 220407171 with the appointment details.

Let us know how it goes.

Re: Connection frequently Dropping

DanBurgundy — Tue, 21 Dec 2021 19:19:54 GMT

Seems to have done the trick, havent had buffering on netflix or dropped connections.

Cheers

Re: Connection frequently Dropping

Gandalf — Wed, 22 Dec 2021 08:42:09 GMT

Excellent! Thanks for the confirmation @DanBurgundy

Let us know if you have further issues or there's anything else you'd need help with and Merry Christmas!