This topic

Broadband keeps dropping

DoughnutDoney — Tue, 26 May 2020 20:42:30 GMT

Hiya everyone,

For many months my BT internet connection was stable and I was getting some good fast speeds. I am using a Smart Hub 2 and currently have the Fibre 100 with BT Halo 1 service.

Now this is a pretty odd frustrating problem, for most times of the day the connection is stable but around 12pm - 4pm I lose my connection (only for a few mins mostly but its now getting annoying. I looked at the Hub technical log for today's drop outs and got this information (this is the edited version btw)

16:44:22, 26 May.

PPP LCP Send Termination Request (User request)

16:44:22, 26 May.

PPP: IPCP down

16:44:22, 26 May.

PPP: LCP down

16:44:22, 26 May.

DSL Link Down: duration was 992 seconds

16:26:13, 26 May.

WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

16:26:12, 26 May.

PPP: Stopped PPP daemon(0,1,5)

16:26:12, 26 May.

PPP LCP Send Termination Request (User request)

16:26:12, 26 May.

PPP: IPCP down

16:26:12, 26 May.

PPP: LCP down

16:26:12, 26 May.

DSL Link Down: duration was 10821 seconds

13:24:10, 26 May.

WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

13:24:09, 26 May.

PPP: Stopped PPP daemon(0,1,5)

13:24:09, 26 May.

PPP LCP Send Termination Request (User request)

13:24:09, 26 May.

PPP: IPCP down

13:24:09, 26 May.

PPP: LCP down

13:24:09, 26 May.

DSL Link Down: duration was 3622 seconds

12:23:55, 26 May.

DSL Link Up: Down Rate=139405kbps, Up Rate=23781kbps; SNR Margin Down=3.0dB, Up=3.0dB

12:23:53, 26 May.

PPP: Sending PADI

12:23:48, 26 May.

PPP: Starting PPP daemon

12:23:47, 26 May.

WAN Auto-sensing detected port DSL WAN

12:22:12, 26 May.

PPP: Stopped PPP daemon(0,1,5)

12:22:12, 26 May

DSL Link Down: duration was 41 second

Now the disconnections for today happened at 12.20pm, 1.25pm, 4.25pm and 4.45pm and no drop connections in morning or evening. Yesterday had drop outs at 12.05pm, 12.50pm and 1.30pm and then none after. Thinking about it these drop outs never happened during the weekend either?

When its working I get a good upload and download speeds.

I had an BT Engineer came around and reported no faults on line, hub or the exchange box.

Im pretty new to this so may not understand a lot of tech talk but if anyone can help then I be most grateful as this is frustrating and as a streamer this isnt helping at all.

Thank You

Mark 'Doughnut' Doney

Re: Broadband keeps dropping

DoughnutDoney — Tue, 26 May 2020 21:10:36 GMT

Let me know if you want my Hub settings its as mentioned a Smart Hub 2 but have let other friends have a look and nothing really stood out?

I have reset my hub a few times and also tried a different ethernet cable (even though that wont do anything I know).

Also a quiet line test on the openreach socket was fine no noise

So why does this still happen then if nothing major has been found, do I have to accept that this is going to happen every weekday now?

Re: Broadband keeps dropping

ColinB2 — Wed, 27 May 2020 16:55:35 GMT

Hi -

I have the same problem !

Affects the TV too !

Re: Broadband keeps dropping

DoughnutDoney — Wed, 27 May 2020 17:24:32 GMT

Okay a few of my friends have suggested me to turn Smart Scan off in the Smart Hub (wifi section). So I went into the Hub Manager and turned off the Smart Scan for both channels.

Now its just looking at the nominated channel only (6 and 36 I think) and will see if this works in the next few days. Smart Scan tries to find the best signal for your wifi devices and it does this by dropping your main signal for a few mins and then connects again.

So changing these settings now hopefully might have stopped the drops...but will see

Re: Broadband keeps dropping

DoughnutDoney — Wed, 27 May 2020 19:09:13 GMT

Sadly Smart Scan didnt work 😞 ...back to square one.

May need to phone BT again and this time be pretty angry as the fault clearly hasnt been fixed...and clearly something is going wrong (12 drop outs the past 3 days prove this). They gave me a mini hub to use when it drops out but its very infrequent and also this mini hub is useless for my PC.

Re: Broadband keeps dropping

DoughnutDoney — Wed, 27 May 2020 19:10:06 GMT

Yup they are linked sadly. So yours just drops out at odd times for no real reason?

Re: Broadband keeps dropping

imjolly — Wed, 27 May 2020 19:21:35 GMT

Can you post hub stats advanced settings then technical log information

did you use a wifi analyser app on your phone to see channels in use near you and then select a free or less congested channel?

did you turn off smart setup?

do you have anything in your home that comes on or goes off at the times connection drops and you don't have at the weekend

do you use powerline adapters?

Re: Broadband keeps dropping

DoughnutDoney — Wed, 27 May 2020 22:05:59 GMT

Update Today

Drooped a further 3 times each one for a few mins, that makes 12 now in total.

Can you post hub stats advanced settings then technical log information see below

did you use a wifi analyser app on your phone to see channels in use near you and then select a free or less congested channel?

Wifi Analyser app?.....my PC is connected to the router via Ethernet cable

did you turn off smart setup?

Yes turned off didn't work

do you have anything in your home that comes on or goes off at the times connection drops and you don't have at the weekend

Nope nothing and this fault has only happened a few weeks ago, before then it was fine with only the odd problem.

do you use powerline adapters? Nope

Tech Log

Connection problems from yesterday (edited) you can see what happened when it dropped out during various times.

I hope that helps, thanks for any assistance

Mark

Re: Broadband keeps dropping

DoughnutDoney — Wed, 27 May 2020 22:07:17 GMT

Do people suggest I get a fan next to it as my room is pretty warm during the summer months? Could this be a reason that it overheats so drops signal and then comes back on?

Re: Broadband keeps dropping

pippincp — Wed, 27 May 2020 22:58:50 GMT

Check for noise on you line. 17070 option 2, best with corded phone.

Re: Broadband keeps dropping

DoughnutDoney — Wed, 27 May 2020 23:01:52 GMT

Quiet line test done...no noise.

Re: Broadband keeps dropping

DoughnutDoney — Mon, 15 Jun 2020 12:59:44 GMT

So Engineer No 3 came and looked at the problem and he said the profile was not reset (as it should have done in the first place). He reset it and for 12 days or so it was bliss with no disconnection problems at all.

.....until this morning and the signal dropped again and the speeds halved yet again. I reset hub (as instructed in a BT text message) and the speeds came back up to what they should be...only 2 hours later the 2nd drop and the speeds halved yet again.

So Engineer No 4 is coming tomorrow afternoon.....but now Im feeling this problem will never be fixed 😞

Re: Broadband keeps dropping

DoughnutDoney — Tue, 16 Jun 2020 11:43:34 GMT

Same routine it seems

Hub Reset speeds go back to normal and then stable for about 12 or so hours.

Then around 12pm I start to get many dropouts. I do a speedtest and it drops from my normal 139/ 29 to 85-99/ 12-17...it stays like this for up to an hour and then dropouts again. If I do a Hub reset the speed goes back to what it should be (the 139) but then its only stable for about 20 hours or so and then it drops out yet again and the circle continues.

I need a new BT profile as this clearly isnt working and the connection is very unstable, got the 4th engineer coming to have a look this afternoon so not doing a hub reset at all.

Can anyone on here assist or know whats going on....I just want a stable internet connection plz !