Multiple disconnects every day

[#1]

For the past few weeks my connection has been dropping multiple times a day. I’ve raised a support ticket by text but think it’s slipped through the cracks after customer service failed to get through on the phone. Years ago it was possible to update support tickets online but that no longer seems to be the case, or am I missing something?

Anyway I can’t hear any noise on the phone, although I’m unable to do the proper quiet line test given I only have an old pulse dial telephone (yes, really!) and hence can’t select the option. The Hub Two (and phone) are plugged directly into the master socket fitted with a faceplate filter.

To be honest my line has always been a bit troublesome. I always had regular disconnects with the old Hub One - https://community.plus.net/t5/Fibre-Broadband/Hub-One-keeps-disconnecting-with-PPP-LCP-Send-Terminat... - so swapped that for a BT Business Smart Hub which was infinitely more stable. Last year I changed to the Hub Two which similarly seemed to be ok until recently.

[#2]

@dleholt Sounds very much like a BT/OR network issue to me. Pity you can't do a line test - ever thought of upgrading the phone?

I would suggest you raise a broadband fault via https://www.plus.net/help/report-a-problem/broadband/ , but be aware it won't be picked up until after 0800 tomorrow, and maybe not until Monday.

[#3]

Hey @dleholt   many years ago I used to have a small keypad to generate tones, not sure they are still available, but these days there are lots of online sites that do the same, such as 

https://pbxbook.com/other/dtmftone.html 

Might not help if you don't have internet access, but you can pick up a phone for under a tenner in your local supermarket/argos/b&q and lots of other places.

[#4]

Yeah I raised a fault via text on Friday morning. Unfortunately when they called back it went straight to voicemail. They said they’d try again but I’ve not heard anything since. The support ticket raised on my account looks like it’s been closed and there’s no option for me to add a response to it.

Funnily enough the pulse-dial phone was an upgrade over the old (broken) cordless handset we used to have. We found we used the landline so infrequently that we’d make do with a restored 1950’s GPO bakelite phone. It looks pretty cool and sounds great when it rings!

[#5]

Can you post the ticket on her - but hide any identifying details?

[#6]

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@jab1 wrote:

Can you post the ticket on her - but hide any identifying details?

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It’s literally just

I've tried to call you today but didn't get an answer so I've left you a voicemail



As per my message I've placed you back in the callback queue and we will try to speak with you later today.

[#7]

I actually meant the original ticket raised.

[#8]

Oh sorry! The details are in the post I mentioned above from 3 years ago - https://community.plus.net/t5/Fibre-Broadband/Hub-One-keeps-disconnecting-with-PPP-LCP-Send-Terminat...

Back then I swapped out the Hub One for my original OpenReach modem and saw an immediate improvement. I then purchased a used BT Business SmartHub which was also fine. Earlier this year I was sent a new Hub Two which seemed fine until about 3 weeks ago. Since then I’ve been back to multiple disconnects every day.

I can always try the SmartHub again but would also like to get the line checked to see if there’s a problem.

[#9]

@dleholt If the ticket opened earlier this week is closed, can you try and give us the details requested below - they will possibly give us an idea of any potential areas of concern:

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. 

[#10]

[#11]

[#12]

@dleholt I think the details contained in that Help Desk shot tell me all I need to know. (1) you are getting DSL drops  continuously (2) your download SNR is way too low for the line attenuation - needs to be 6dB  as a minimum.

I would report another fault.

[#13]

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@Mustrum wrote:

... many years ago I used to have a small keypad to generate tones, not sure they are still available, but these days there are lots of online sites that do the same, such as 

https://pbxbook.com/other/dtmftone.html 

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@Mustrum 

When I read the OP I remembered having one of those too.  My first thought was to see if there were any apps available for Android phones which might do the same thing.

I didn't realise there were websites which do the same thing until I got to your post!

@dleholt 

If you've got an Android phone or tablet try searching for a DTMF emulator app with which you could then send the required tones if you wish to follow up on the BT quiet line test option.

e.g. https://play.google.com/store/apps/details?id=com.wolphi.dtmf&hl=en_GB&gl=US

Others are probably available.

[#14]

I’ve tried a few apps on my iPhone before. In fact the standard phone app emits tones when you press the numbers. But I don’t know whether they’re just not loud enough or if there’s something else that stops it working through the mouthpiece. Eventually I’ll probably have to buy a pulse to tone converter that sits inline between phone and socket if/when things move over to VOIP.

[#15]

This is infuriating! I raised another fault via text but when they called back it went straight to voicemail again. I have terrible mobile reception here hence they really need to call the landline.