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Intermittent Connection Drops

FIXED
Dalekfish
Dabbler
Posts: 11
Registered: ‎20-04-2023

Intermittent Connection Drops

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
20 REPLIES 20
jab1
Legend
Posts: 17,429
Thanks: 5,669
Fixes: 260
Registered: ‎24-02-2012

Re: Intermittent Connection Drops

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

John
Dalekfish
Dabbler
Posts: 11
Registered: ‎20-04-2023

Re: Intermittent Connection Drops

Hi I sent a few within working hours. 2pm on Monday and yesterday at 1pm.
jab1
Legend
Posts: 17,429
Thanks: 5,669
Fixes: 260
Registered: ‎24-02-2012

Re: Intermittent Connection Drops

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.

John
Dalekfish
Dabbler
Posts: 11
Registered: ‎20-04-2023

Re: Intermittent Connection Drops

Hi, mate yeah that would be quite useful!

jab1
Legend
Posts: 17,429
Thanks: 5,669
Fixes: 260
Registered: ‎24-02-2012

Re: Intermittent Connection Drops

OK

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.

John
Dalekfish
Dabbler
Posts: 11
Registered: ‎20-04-2023

Re: Intermittent Connection Drops

Screenshot 2023-04-20 144436.png

Dalekfish
Dabbler
Posts: 11
Registered: ‎20-04-2023

Re: Intermittent Connection Drops

Screenshot 2023-04-20 145618.png

Dalekfish
Dabbler
Posts: 11
Registered: ‎20-04-2023

Re: Intermittent Connection Drops

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

jab1
Legend
Posts: 17,429
Thanks: 5,669
Fixes: 260
Registered: ‎24-02-2012

Re: Intermittent Connection Drops

@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?

John
jab1
Legend
Posts: 17,429
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Registered: ‎24-02-2012

Re: Intermittent Connection Drops


@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:

5.Hub2 technical.png

John
Dalekfish
Dabbler
Posts: 11
Registered: ‎20-04-2023

Re: Intermittent Connection Drops

Screenshot 2023-04-20 150639.png

Dalekfish
Dabbler
Posts: 11
Registered: ‎20-04-2023

Re: Intermittent Connection Drops

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

jab1
Legend
Posts: 17,429
Thanks: 5,669
Fixes: 260
Registered: ‎24-02-2012

Re: Intermittent Connection Drops

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.

John
jab1
Legend
Posts: 17,429
Thanks: 5,669
Fixes: 260
Registered: ‎24-02-2012

Re: Intermittent Connection Drops


@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.

John