Connected but no internet

[#1]

Hi anyone else constantly not having internet even though says connected. It's becoming a daily thing now 😔

[#2]

Welcome to the forums, @K23 . Are you a new customer, or has this developed recently?

[#3]

I've been a customer since August. It was doing this on a weekly basis it's now becoming almost every day.

[#4]

Sorry for the late reply.

Welcome to the forums. For Community members to be able to help, information from these two sites:-

BT Broadband (obscuring your phone number) andBTW Performance Tester - Over a wired (ethernet) connection please report the 'Additional Diagnostics', and sight of the Help Desk tab would be a start.

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 you phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

[#5]

@jab1  Generally the "Connected no Internet" scenario is always a Wi-Fi problem where the router has an internet connection but for some reason the devices are not connecting via Wi-Fi in this case I don't think your standard diagnostics will help very much. The best test is to check with a ethernet connection to the router, if that works the Wi-Fi is to blame. Surprisingly many people have no devices with an ethernet port and rely totally on wi-fi connections.🤔

[#6]

OK, @RealAleMadrid - you are probably correct, but I just wondered if anything might show. True about many not having an ethernet-enabled device, which I find scary.

[#7]

Thanks for getting in touch @K23 and I'm sorry to see that you're having problems with your service.

We're going to need to arrange an engineer visit here, tests on the line are showing a high resistance imbalance, please respond to the open ticket on the account stating your availability, and let me know once you have, I'll get it raised.

** INTERNAL **

KBD

Copper Line Test
Circuit ID:	CBUK63007664	Service ID:
Telephone NO.:	NA	Test Executed On:	26-12-2021 13:27:00

Status:	Fail	MFL:	CA	OR Test ID:	hws00556dat02:290370764
Test Outcome:	CIDT FAULT - HIGH RESISTANCE IMBALANCE DETECTED			DTR:	T307

Copper Test Details
	A to E	B to E
Capacitance:	184 NanoFarad	183 NanoFarad
DP Line Length Estimate:	1386 Metres	DN Line Length Estimate:	1395 Metres
Celerity:		Line Loss:	21.33 dB
Line Stability:
Fault Report Advised:	Y
Service Level:	2
BRAGOutcome:	Bad
Faceplate:	Cannot Be Detected

Radius

[#8]

Hiya @K23 I can see you have added a reply on the ticket, so I have replied on there for you with some further information.

[#9]

Off topic...

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@RealAleMadrid wrote:

@jab1  Generally the "Connected no Internet" scenario is always a Wi-Fi problem where the router has an internet connection but for some reason the devices are not connecting via Wi-Fi ...

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Actually it is the other way around ... there is a WiFi connection, but there is no connection to the internet.  This can happen for a number of reasons - the router has no up-link (as appears to be the case here) or (for some obscure reason) the DHCP service has not issued a usable IP address.

[#10]

@Townman  You are quite right, my only excuse is that I have had a stinking cough and cold over the hoiidays and my brain has ceased to function in any logical way.☹️