This topic

Constant disconnects

Dauer — Fri, 19 Jun 2020 08:43:44 GMT

Hi all,

As of last week, I've had tonnes of broadband disconnects.

On thursday/friday, it was crashing non-stop, with internet barely lasting 40-60 seconds before dropping out.

On saturday, it kept disconnecting but less frequently, around once an hour.

Since then, it drops twice a day, but the SNR margin is so high that my current down speed is at 2200kbps.

If this keeps up, my internet will be completely unusable.

I've raised a fault on tuesday but it doesn't look like the system has acknowledged it.

When I go on the faults page and type my phone number in, it shows "you have open faults", but going into fault tracker section of MyBT, I get "no faults reported for this account".

I can't perform a quiet line test as I don't have a corded phone, nor can I acquire one at this time.

I can post my modem stats, but given how often the connection drops, they might be meaningless, and frankly I just want to know how I can fast-track this issue, as I need the internet for work.

Note: an OR engineer has been sent out to work on the exact same telephone pole my phone line comes from, so I delayed reporting the issue in hopes that he fixed my problem as well, but it is now apparently this isn't the case and my connection and its stability have only got worse.

Re: Constant disconnects

imjolly — Fri, 19 Jun 2020 10:37:44 GMT

from your description it certainly seems line a line fault but you need to acquire a phone to test your line to see if you have a dial tone and if so if line is noisy. there is no point in making changes or posting stats which are forever changing due to the connection drops

you need to test from test socket to eliminate your internal wiring as being a problem

Re: Constant disconnects

Dauer — Fri, 19 Jun 2020 11:35:41 GMT

Right, since it seems paramount, I had a quick look around and found this:

https://shop.bt.com/products/bt-duet-210-061125-7SSC.html?refs=45250000

Will this handset work from the get-go? Can I just plug it into the phone socket of the ADSL splitter?

I know those sound like dumb questions but I don't want to spend money unnecessarily.

Additionally, if it turns out that the line is noisy and needs fixing, what do I do with the 2 faults I've already reported for this phone number?

Re: Constant disconnects

imjolly — Fri, 19 Jun 2020 12:10:24 GMT

assuming there is a dial tone then phone should work once connected you can get a cheap corded phone from likes of Argos for less then £10

Re: Constant disconnects

Dauer — Wed, 24 Jun 2020 11:45:04 GMT

I checked out the fault tracker and the system says my faults are now fixed.

Landline was apparently fixed on the 22nd, and broadband was fixed earlier today at 7am.

I'm still waiting for the corded phone to arrive so I'll test 17070 and post back.

If that doesn't give any obvious leads, I'll use the test socket as well. Beyond that I have no idea, as the modem isn't even a year old so I doubt it's dodgy already.

Re: Constant disconnects

Dauer — Wed, 24 Jun 2020 13:25:28 GMT

Just did option 2 on the test, it's dead silent, left it for 3 minutes just in case, not a single crack, hum, nothing.

Next time my modem restarts, I'll try the test socket and maybe look at some proper DSL hubs, as TP-Link hasn't been exceptional thus far.

Re: Constant disconnects

Dauer — Tue, 30 Jun 2020 16:40:27 GMT

Swapped the modem on saturday and it's been working fine, currently at 3d5h uptime, is that too early to ask for a DLM reset?

Re: Constant disconnects

imjolly — Tue, 30 Jun 2020 16:56:37 GMT

your system should correct itself but you need to get a stable connection for 7/10 days. If you post stats showing 7+ days connection time not system uptime and problem still exists then we can see if mods will help but you need to let automatic system run its course

Re: Constant disconnects

Dauer — Sat, 04 Jul 2020 20:03:41 GMT

Hi again, sorry to be a nuisance but it's been a little over 7 days now and speeds haven't come back to normal.

Re: Constant disconnects

Dauer — Tue, 07 Jul 2020 15:59:35 GMT

10 days 4 hours DSL uptime, no changes whatsoever. Could I have a moderator look into this, please?

Re: Constant disconnects

DavidM — Tue, 07 Jul 2020 17:37:30 GMT

Hi @Dauer,

Thanks for posting the stats. I can help with this. I'll drop you a message so you can get in touch.

Cheers

David

Re: Constant disconnects

Dauer — Wed, 08 Jul 2020 18:21:21 GMT

Hi @DavidM replied to your PM with all the info you requested, will continue to monitor modem stats in the meantime.

Re: Constant disconnects

Dauer — Wed, 15 Jul 2020 23:33:56 GMT

As David was preoccupied, Neil picked up my case, we discussed the whole issue a couple days ago and he recently reset my downstream SNR back down to 6 and it looks like my broadband is back in working order.

Downstream margin fluctuates a bit and there are some packet errors, but I didn't notice either of those affecting the connection stability or quality.

Re: Constant disconnects

RobbieMac — Thu, 16 Jul 2020 08:34:40 GMT

Hi @Dauer,

Thanks for posting back!

I'm pleased to see that your speed is looking much better. @NeilO is in later today and I'll let him know you've posted.

Cheers,

Robbie

Re: Constant disconnects

Dauer — Thu, 16 Jul 2020 14:41:21 GMT

Hi Robbie,

All good on my end still, and thanks to the mod team for sorting this out.

I PM'd Neil to confirm that he can now mark the fault/issue as resolved on the system.

All best.