This topic

Broadband keeps dropping out intermittently - 20 or 30 times a day

kaf128 — Tue, 07 Jul 2020 12:09:34 GMT

I am currently in lock-down (for a couple of months) with my mother, who is a BT customer, and I am trying to work from here, on-line. The broad-band drops out all the time, e.g. telling me that network changes have taken place (?) - the funniest is the many screen shots I have of attempts to access bt.com where I have loads of error messages, e.g. "network unavailable" ! Is there any way I can get any advice from BT during this time ? I can see little or no help on their web-site and I'd like to know if it is the PC, the router (which seems to have its light "ON" constantly, but I don't believe it to be the case) or the phone line - there are no real problems using the phone itself. I am not a vulnerable user, although my mother is, but she doesn't use the b/band much. It seems to be of a comparable speed (from a test site I ran) to that of mine at home, but it is absolutely nowhere near that, in terms of what I can run (!) and it is so utterly unreliable, almost unusable in a work context - I am not a BT customer at my home. Any advice, please ?

When I tried to post the above message it actually came back with "your connection was interrupted. A network change was detected. ERR_NETWORK_CHANGED. There was then a red backed message saying "please correct the highlighted errors and try again - THERE WERE NO ERRORS ! post flooding detected (community received posts of a unique message more than 1 times within 3,600 seconds)

Broadband keeps dropping out intermittently - 20 or 30 times a day

kaf128 — Tue, 07 Jul 2020 12:01:31 GMT

Re: Broadband keeps dropping out intermittently - 20 or 30 times a day

imjolly — Tue, 07 Jul 2020 12:22:16 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods your post does not go to BT

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Broadband keeps dropping out intermittently - 20 or 30 times a day

kaf128 — Wed, 26 Aug 2020 11:52:50 GMT

Quiet Line test - option 2 - seems "quiet" !

Disconnections worse than ever today. Stats shown here, followed by Event Log info:

This is a list of your BT Smart Hub settings and current statistics.

Product name: BT Hub 6A

Serial number: +084316+NQ81916090

Firmware version: SG4B1000E020

Firmware updated: 31-Mar-2020

Board version: 1.0

Gui version: 1.115.0

DSL uptime: 0 Days, 11 Hours 28 Minutes 10 Seconds

Data rate: 4.01 Mbps / 15.72 Mbps

Maximum data rate: 4122 / 16637

Noise margin: 6.9 dB / 6.5 dB

Line attenuation: 34.5 dB

Signal attenuation: 30.1 dB / 34.5 dB

VPI / VCI: 0/38

Modulation: G_993_2_ANNEX_B

Latency type: Fast Path

Data sent / received: 42 MB Uploaded / 71 MB Downloaded

Broadband username: bthomehub@btbroadband.com

BT Wi-fi: Active

2.4 GHz wireless network name: BTHub6-XM97

2.4 GHz wireless channel: Smart (Channel 11)

5 GHz wireless network name: BTHub6-XM97

5 GHz wireless channel: Smart (Channel 36)

Wireless security: WPA2 (Recommended)

Wireless mode: Mode 1

Firewall: On

MAC address: 08:D5:9D:99:62:85

Software variant: -

Boot loader: 9.2.0

EVENT LOG - shows lots of "disconnections" whilst I'm trying to browse the internet ! ! !

There are pages and pages of these. And it said "You're not connected" TWICE, as I tried to edit this actual post !

12:42:25, 26 Aug.

eth2:[Device Connected] MAC Address:c4:34:6b:6f:94:c0 Host Name: Foot-PC IP Address: 192.168.1.206, lease duration is 86400 seconds.

12:42:25, 26 Aug. :DHCP Confirmation of Request

12:42:19, 26 Aug eth2:An Ethernet port is now connected (3/100/FULL)

12:42:16, 26 Aug eth2:A device has been disconnected from an Ethernet port (3)

12:40:38, 26 Aug. eth2:[Device Connected] MAC Address:c4:34:6b:6f:94:c0 Host Name: Foot-PC IP Address: 192.168.1.206, lease duration is 86400 seconds.

12:40:38, 26 Aug. :DHCP Confirmation of Request

12:40:34, 26 Aug. eth2:An Ethernet port is now connected (3/100/FULL)

12:40:31, 26 Aug. eth2:A device has been disconnected from an Ethernet port (3)

12:38:17, 26 Aug. :HTTP UserAdmin login from 192.168.1.206 successfully

12:36:49, 26 Aug. :HTTP UserBasic login from 192.168.1.206 successfully

12:36:43, 26 Aug. eth2:[Device Connected] MAC Address:c4:34:6b:6f:94:c0 Host Name: Foot-PC IP Address: 192.168.1.206, lease duration is 86400 seconds.

12:36:43, 26 Aug. :DHCP Confirmation of Request

12:36:37, 26 Aug. eth2:An Ethernet port is now connected (3/100/FULL)

12:36:34, 26 Aug. eth2:A device has been disconnected from an Ethernet port (3)

12:31:41, 26 Aug. eth2:[Device Connected] MAC Address:c4:34:6b:6f:94:c0 Host Name: Foot-PC IP Address: 192.168.1.206, lease duration is 86400 seconds.

Re: Broadband keeps dropping out intermittently - 20 or 30 times a day

pippincp — Wed, 26 Aug 2020 13:19:15 GMT

Quiet line test?

Re: Broadband keeps dropping out intermittently - 20 or 30 times a day

kaf128 — Thu, 27 Aug 2020 12:24:43 GMT

... mentioned it at the very top of my last post - seems fine. Phone line (voice calls) not a problem, I don't think.

Re: Broadband keeps dropping out intermittently - 20 or 30 times a day

pippincp — Thu, 27 Aug 2020 15:50:21 GMT

Sorry, missed that. What does "seems" quiet mean? It is either silent between announcements or it isn't.

Re: Broadband keeps dropping out intermittently - 20 or 30 times a day

kaf128 — Fri, 28 Aug 2020 11:04:48 GMT

OK, it's silent. Didn't know what I was supposed to be listening for. The phone line in general use (voice calls) is fine. Don't think that is the problem.

I used to work in IT, and if you look at the flood of errors, I think it is more likely to be a socket/resource problem, a fault on the router or a BT restriction on resource down the line (data allowance/quota, rather than voice-related problems).

When I try to test the speed, it shows as about 10 meg per second, which I think is absolute nonsense. My own broadband is about that figure, and that is a smooth service. This is not !

Re: Broadband keeps dropping out intermittently - 20 or 30 times a day

kaf128 — Fri, 28 Aug 2020 11:12:40 GMT

Only just spotted the link to broadbandchecker - had a quick look at it - not sure but I think it suggests that download speed is 2 meg, which is poor !

Re: Broadband keeps dropping out intermittently - 20 or 30 times a day

pippincp — Fri, 28 Aug 2020 12:04:07 GMT

It would help if you posted the result of the broadband checker as requested.

Re: Broadband keeps dropping out intermittently - 20 or 30 times a day

kaf128 — Fri, 28 Aug 2020 13:09:00 GMT

Broadband Availability Checker

Telephone Number ********* on Exchange DROXFORD is served by Cabinet 4

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate (Mbps)

Downstream Handback
Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

High

Low

High

Low

VDSL Range A (Clean)

32.4

6.5

4.3

17.4

Available

VDSL Range B (Impacted)

32.2

6.4

4.1

Available

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate (Mbps)

Downstream Range (Mbps)

Availability Date

FTTP Install Process

FTTP on Demand

330

Available

ADSL Products	Downstream Line Rate (Mbps)	Upstream Line Rate (Mbps)	Downstream Range(Mbps)	ADSL Availability Date	WBC SOADSL Availability Date	Left in Jumper
WBC ADSL 2+	Up to 3	--	2 to 4	Available	Available	Yes
WBC ADSL2+ Annex M	Up to 3	Up to 0.5	2 to 4	Available	Available	Yes
ADSL Max	Up to 3	--	2 to 4	Available	Available	--
WBC Fixed Rate	1	--	--	Available	Available	Yes
Fixed Rate	1	--	--	Available	--	--
Observed Speeds	VDSL	ADSL
Max Observed Downstream Speed	18.15	2.34
Max Observed Upstream Speed	3.66	0.45
Observed Date	2020-06-30	2018-07-21

Other Offerings	Availability Date
VDSL Multicast	Available
ADSL Multicast	Available
Premise Environment	Status
Bridge Tap	N
VRI	N
NTE FacePlate	N
Last Test Date	17-08-2020

FTTP is not available.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 29 Feb 2016. the Formal Retirement date for IPstream is from 31 Dec 2016.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

Thank you for your interest

Re: Broadband keeps dropping out intermittently - 20 or 30 times a day

Keith_Beddoe — Fri, 28 Aug 2020 12:58:23 GMT

@kaf128

Please edit out your phone number, as this is a public forum.

Re: Broadband keeps dropping out intermittently - 20 or 30 times a day

pippincp — Fri, 28 Aug 2020 13:20:36 GMT

What were you advised as your guaranteed minimum when you took out the contract?

Re: Broadband keeps dropping out intermittently - 20 or 30 times a day

kaf128 — Wed, 07 Apr 2021 21:36:04 GMT

This shows me a load of stats but how do I send them to BT ?
Can't post anything on that URL)

And don't know what HH5 or HH6 are, but can see technical information. It's not me that needs to see it, though !

Re: Broadband keeps dropping out intermittently - 20 or 30 times a day

kaf128 — Wed, 07 Apr 2021 21:37:00 GMT

How do I upload those, please ? Not clear how/where.