Hi Amy,
The script at the call centre goes something like:
1. When you pick up your phone, do you have a dial tone and is there any crackling? If so, then this is a phone line fault and we'll have to arrange an engineer (this was my original issue in August).
2. If not, have you added or changed anything connected to the phone sockets or extensions, or the router since when this started? If so, try putting it back to how it was before and see if the internet keeps dropping.
3. If nothing has changed, then fully turning off the modem at the wall, waiting a couple of minutes and turning it back on should put the router back into a known state and might fix things (this worked for me to get the sync speed higher, but I wasn't having connection drops).
3. If it is still dropping, then depending on the type of master socket you have, the options are a bit different. If you have a 'dangle microfilter' with phone and router plugged into it, connected to the master socket, do you have a spare one to swap to see if the microfilter is the problem? If you are using a dangle filter, then all the extensions in the house should have one if they're in use.
4. If you have one of the newer BT master sockets (NTE5A or NTE5C) then the microfilter is built in. The advice appears to then be to access the test socket and use a 'dangle microfilter' to try to isolate the fault to the phoneline up to the demarkation point of resonsibility of open reach (the test socket). But if you're at this point, then you're best talking to the phone support on 0800 432 0200, follow the options for faults (1-1-3, I think) so they can talk you through the exact fault finding process.
Good luck!
Mark
