topic Re: Fibre constantly cutting out in Full Fibre

Fibre constantly cutting out

jeneroo — Sun, 02 Jan 2022 15:42:49 GMT

Our Internet is constantly cutting out throughout the day, even so much as five times in an hour. Restarting doesn't seem to help and all the wires are in correctly. Tends to keep taking me to hub manager to then sign in and then it connects. Any help to fix this issue?

Re: Fibre constantly cutting out

Baldrick1 — Sun, 02 Jan 2022 15:52:22 GMT

@jeneroo Welcome to the forum.

Is it the hub that’s disconnecting and the lights indicating a fault or the wireless signal dropping out? What precisely are you having to re-enter?

Either way the first thing to try is a factory reset of your hub. Push a paperclip or similar in the reset hole. Hold the switch closed for about 30 seconds. It will then take several minutes to set itself up again from scratch.

Re: Fibre constantly cutting out

TheMightyAJ — Mon, 03 Jan 2022 10:14:53 GMT

Hi @jeneroo,

I'm sorry to hear that you've been having issues with the connection lately. I've tested the line this morning and whilst I haven't been able to pinpoint the exact cause, we can definitely see that there's an underlying fault at play here. Before we proceed any further, please could you set the router up within the Test Socket in the property and let us know once you've done so? I'd like to rerun the test I've just done once that change has been made to see if it makes any difference on our end of things.

We have a guide on how to set the router up within the Test Socket, here.

Re: Fibre constantly cutting out

jeneroo — Mon, 03 Jan 2022 11:18:58 GMT

Hi @TheMightyAJ,
We have looked but we don't have a test socket. The router is connected to the master socket that comes in from outside but when we removed the face plate of it, there wasn't a test socket inside.

Re: Fibre constantly cutting out

jab1 — Mon, 03 Jan 2022 11:29:01 GMT

@jeneroo How old is the main socket? Could you post a picture? For your information, so far as I know, ALL master sockets have a test socket behind the faceplate.

Re: Fibre constantly cutting out

jeneroo — Mon, 03 Jan 2022 11:55:00 GMT

Hi @jab1

As far as I know the sockets have never been replaced and we've been in the house for 20+ years. I've added the below photos. There are a couple other sockets in the house but they have been disconnected over the years, but also look like the below and are all attached to internal walls. This is the only line that comes in directly from the outside.

Re: Fibre constantly cutting out

jab1 — Mon, 03 Jan 2022 12:01:28 GMT

@jeneroo If you unscrew that socket in the second picture - it should be in there. If it isn't, you need Openreach to install a proper master socket.

Re: Fibre constantly cutting out

jeneroo — Mon, 03 Jan 2022 12:30:08 GMT

@jab1 as I said, there isn't one in there, but appreciate all the help I can get.

Re: Fibre constantly cutting out

jab1 — Mon, 03 Jan 2022 12:34:54 GMT

OK @jeneroo . You need to get a proper master socket installed. Must admit it didn't look like one, to be honest - more like an extension.

Re: Fibre constantly cutting out

Townman — Mon, 03 Jan 2022 12:50:04 GMT

It would be worth taking that faceplate off and inspect the rear of it and the wiring. One wonders is the drop wire is twisted pairs?

@jeneroo If you trace the wire back through the house and to outside, can you find any junction boxes, possibly with another wire coming out? Some old installations tee-off other sockets externally, so it would help to verify that this is a master socket. See here ::. Kitz - BT Phone Sockets .::.

Re: Fibre constantly cutting out

TheMightyAJ — Mon, 03 Jan 2022 16:23:00 GMT

Hey @jeneroo,

Have you had a chance to give @Townman's suggestion a go? If this isn't possible and we're unable to locate a test socket, that's fine - we'll just need to look at arranging an engineer visit to investigate further. I've logged a support ticket on your account regarding this, which can be accessed here.

Re: Fibre constantly cutting out

jeneroo — Mon, 03 Jan 2022 17:28:58 GMT

Thanks @Townman, we looked at the wiring outside but it wasn't going off anywhere else.

Thanks @TheMightyAJ I will look at the ticket now.

Re: Fibre constantly cutting out

LaurenB — Tue, 04 Jan 2022 09:29:09 GMT

Hiya @jeneroo, thanks for confirming. I am really sorry for the problems with your service.

I have picked up your ticket and have booked in the engineer for you, with the details on the ticket. Let us know how things go!

Re: Fibre constantly cutting out

jeneroo — Thu, 06 Jan 2022 15:44:42 GMT

Thanks @LaurenB, engineer came and all seems to be resolved now. Haven't had any outages in the last 24hours.

Thanks everyone for your advice/help.

Re: Fibre constantly cutting out

Gandalf — Thu, 06 Jan 2022 18:34:11 GMT

Awesome, thanks for the confirmation @jeneroo

Let us know if you have further issues or there's anything else you'd need help with.