Constant fibre broadband drop outs, Wi-Fi is awful.

[#1]

Hi,

Very frustrated.  Tried every router guide and nothing seems to work.  When it’s working it’s fine but either I keep getting no internet connection or the WiFi constantly drops out every few minutes.  I’ve done a BT speed check (attached).  The service is basically unusable and it’s been happening for weeks! wondering whether to buy a new aftermarket router?

any help appreciated as the kids are constantly complaining that there tech is dropping out and before long I will go insane!

[#2]

@theluxtons2018 That speed test is a waste of time - it is impossible to achieve that speed on an FTTC connection. You have posted on the wrong board as well - I'll ask for the topic to be moved.

In the meantime - try following this, it may give other Community members an idea of what to suggest:

 For Community members to be able to help, information from these two sites:-

BT Broadband(obscuring your phone number) and BTW Performance Tester r - 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.

[#3]

Hi,

thank you for your response.  I didn’t realise this was in the wrong place ☹️ Every time I went to post in broadband I couldn’t see an option for fibre.

unfortunately I do not have a phone, the point is only for the broadband.

I don’t think I am alone.  Just been reviewing social media and many complaining of poor internet/Wi-Fi service recently.

[#4]

Hi,

my internet will not load either of those checkers.  Keeps crashing.

🤷‍♂️🤷‍♂️🤷‍♂️

[#5]

OK - no phone is a bit of a problem, as you are unable to check for possible voice line issues, which do impact the fibre/broadband side.

If you could complete the rest of my guide?

[#6]

I’ve managed to get connection and pull the attached file from BT checker

[#7]

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@theluxtons2018 wrote:

Hi,

my internet will not load either of those checkers.  Keeps crashing.

🤷‍♂️🤷‍♂️🤷‍♂️

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In that case, I would ring support and ask them to carry out checks their side.

[#8]

The BT checker indicates you should be getting much better, but unfortunately, their last check is a little out of date to be much use.

[#9]

I have managed to attach the file in an earlier post

[#10]

Yes, spotted it and replied. Can you post your Help Desk tab from the Hub, please?

[#11]

Hey @theluxtons2018,

I'm sorry to hear that you've experienced issues with your Wi-Fi connection recently. Having tested the line from our end of things, I'm unable to locate any underlying line faults and the connection to the router itself seems stable. Have you split the wireless networks that your router is operating on and if so, are you primarily connecting to the 2,4GHz or 5GHz frequency. For reference, we have a guide on this here.

[#12]

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.

[#13]

@theluxtons2018 - there is a router firmware update available that might help here.

I have just pushed the update to your hub.

You'll need to switch the hub off/back on again to apply it.