This topic

Broadband keeps disconecting then restarting

Matthews1 — Mon, 13 Jul 2020 16:37:39 GMT

Hi all, my Home Hub 6a keeps disconnecting then reconnecting on it's own. This usually happens once in the early hours of the day, between midnight and about 3am, on a virtually daily basis. But over the weekend it was about 5 or 6 times on Saturday the 11th of July, and about 5 times on Sunday the 12th of July. I did resart the Hub once on Saturday, following the advice of the Broadband problem page that pops up, but that made no difference at all, it still kept happening.

I do not understand the logs all that well, but after reading some of the posts on here I logged intoi the router, got the Event log and copied it, the dates it covered are between 05.29 on the 5th of July and 13.50 today, the 13th of July. Then using the filter tab in Word I looked for the lines that started with "dsl=vdsl link down=duration was xx seconds.

There are 35 events across these 9 days.

I have unlimited superfast broadband with FTC (although it now says BT Halo in My BT!)

Can anybody help please, or can anybody point me in the direction I need to go to get this problem sorted out, as it is extremely annoying to keep seeing your router flashing up Orange when you are trying to do something online, and as I am disabled and do not sleep that often (I can be, and am, awake for upto 3 days in a row before sleeping again), this always appears to happen just when I am trying to do something constructive.

I can post the log up if anybody wants to look through it, you will know what you are looking at, to me it is hard to follow, as there is not only my computer attached, but my phone, my wife's IPad and phone, my eldest sons computer, my youngest sons X-Box 1 and his laptop, and sometimes my laptop I use for Astronomy. You can see how and why I got confused I hope!

Thanks for your help in advance,

Brian.

Re: Broadband keeps disconecting then restarting

Matthews1 — Mon, 13 Jul 2020 16:39:36 GMT

I should also have mentioned I have checked if there is a problem with the service in my area, BT say no problems going by my phone number.

Re: Broadband keeps disconecting then restarting

imjolly — Mon, 13 Jul 2020 16:50:37 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

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 disconecting then restarting

Matthews1 — Tue, 14 Jul 2020 00:13:38 GMT

Thank you for your quick reply.

The quiet line test result was quiet I think, but as I have Tinnitus it is hard to be absolutely sure, sorry.

I think this is what you wanted from the router stats, not the actual log:

Product name:

BT Hub 6A

Serial number:

+084319+NQ62447959

Firmware version:

SG4B1000E020

Firmware updated:

29-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 10 Hours 28 Minutes 4 Seconds

Data rate:

19.88 Mbps / 59.88 Mbps

Maximum data rate:

22295 / 83498

Noise margin:

11.6 dB / 11.6 dB

Line attenuation:

14.3 dB

Signal attenuation:

9.2 dB / 14.3 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

620 MB Uploaded / 8 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-H3PM

2.4 GHz wireless channel:

Smart (Channel 6)

5 GHz wireless network name:

BTHub6-H3PM

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

MAC address:

90:4D:4A:35:B8:A1

Software variant:

Boot loader:

7.33.1

And from the Broadband Checker:

Please let me know if any of this information was not what was requested from me, and also let me know if there is anything else I can provide that may help in diagnosing what is wrong with my connection.

Regards,

Brian.