This topic

Why did my broadband randomly cut out on 2 occasions?

Achildishperson12 — Sun, 02 Aug 2020 18:20:37 GMT

I will admit, i had some reliability issues with my broadband a few months back but has all been fixed now. The original setup was a telephone extension (hardwired) running from the mastersocket behind the sofa downstairs to my bedroom upstairs where the router was originally located.

To gain more advantage of speeds and ping and so i don't have any extensions which can go faulty, i have moved the router box downstairs an have run a cat 5e cable to my room which go's to a network switch which then connects to various devices. I also have a cat 5e cable for downstairs which connect to the downstairs sky q boxes (again, via a switch, but for downstairs i am using a spare hh3 as i only have 1 switch which is being used upstairs.

Though the reliabillity and speeds have improved drastically, i've still got random drop outs about twice now.

There is a slight buzzing noise (very faint) on our landline which we barely use and im assuming its just general speaker noise (like when you here buzzing noises on your tv speakers, car speakers and surround sound speakers etc.

I have ran an online line test and has came out clear.

the micro-filter is plugged directly into the test socket.

the microfilter i am using is my spare one at the moment so you can probably i had drop-outs with my other microfilter.

I am using a VDSL FTTC serivce on a ADSL Filter, could it be i need a special VDSL one?

Hub stats posted below

Product name:

BT Hub 6A

Firmware version:

SG4B1000E020

Firmware updated:

24-Feb-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 0 Hours 49 Minutes 5 Seconds

Data rate:

10.00 Mbps / 55.00 Mbps

Maximum data rate:

14301 / 67529

Noise margin:

8.3 dB / 9 dB

Line attenuation:

35.7 dB

Signal attenuation:

23 dB / 35.7 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

The broadband cut outs were infrequent (on both occasions it cut out after 13 days since being connected.)

But the first time it cut out, the router was hanging on the purple light and i had to restart it.

This time today, it cut out when everyone was using it.

Me and my brother game alot so dropouts during an online session would be very annoying, Especially if you are in a gta online heist and the whole job fails because you lose connection.

Re: Why did my broadband randomly cut out on 2 occasions?

imjolly — Sun, 02 Aug 2020 18:27:25 GMT

From your stats your are on fibre 1 with max connection speed 55/10mb. Your filter is ok as there is no special filter for fibre

if your hub is resetting about every 14 days that is a well known problem and there are numerous other posts about it. As long as your speed returns to 55/10 when hub reconnects then there is not a problem more an inconvenience

if you get the buzzing noise in test socket with corded phone then you need to report a phone fault as line should be silent

Re: Why did my broadband randomly cut out on 2 occasions?

Achildishperson12 — Sun, 02 Aug 2020 18:44:42 GMT

I appreciate your reply, however the issue is not the router restarting, its that the router loses sync with the line so the light turns purple and/or orange. Im guessing the VDSL faceplates are to filter any phone extensions to prevent any speed loss. However i might get one in the near future anyway for good measure.

I just dont want to go though phoning BT to report a fault and when they run a test on their end it comes out clear, then they send an engineer with a threat of a £130 call out charge and the engineer(s) running around like headless chicken trying to find a fault that might not even exist in the first place. Im looking to buy a new router in the near future but for now the HH6 is going to have to do. I do have a HH3 and a openreach modem but the wireless signal on the hh3 drops out after a few hours.

As stated the line test i did online came out clear, i wouldn't see a reason that a online, line test would have different results compared to one that someone would run in a call centre.

Re: Why did my broadband randomly cut out on 2 occasions?

imjolly — Sun, 02 Aug 2020 19:13:45 GMT

You post said there was a buzzing noise on landline and that would easily cause problems with your connection but choice is yours. If problem is there when using the test socket then problem outside your home and the engineer charge of £85 (reduced from £130 months ago) is only I'd problem within your home

i assume you do not have the modem connected as well as hh6

if drops are every 14 days or thereabouts then there is nothing you can do to stop that apart from 3rd party router

Re: Why did my broadband randomly cut out on 2 occasions?

Achildishperson12 — Sun, 02 Aug 2020 19:43:05 GMT

IM plugging in the hh3 and openreach moden tonight, if it still drops out, i will unplug the landline, if it still drops out then i will report a fault most likely.

Re: Why did my broadband randomly cut out on 2 occasions?

Achildishperson12 — Thu, 06 Aug 2020 19:50:05 GMT

Update: I plugged in the HH3, and looking at the logs that dropped broadband connection aswell. I cannot verify if the modem had also dropped connection as i can't get into the menu.
The HH3 was also dropping wireless aswell which is obviously unrelated to the broadband so that has now been thrown in the bin.
I plugged the smart hub back in and still dropping connection.

Im planning to do a live chat tommorow; however i want to ask a question: If i ask for a new hub just to confirm that if the fault is to do with my equipment or Openreach, will they send one out free of charge? If not i will purchase a Hub 5 or hub 4 of ebay or try and find one local. The reason i want a new hub is so that an engineer won't come round and slap us with a call out charge. Like anyother person in a situation like this i want to definitely make sure if the fault is on my end or Openreach's end.

With all that said im going on COD while the connection lasts.

Re: Why did my broadband randomly cut out on 2 occasions?

imjolly — Thu, 06 Aug 2020 20:05:14 GMT

Do you still have a buzzing on your landline?

i doubt if you ask for a hub just to try and eliminated your existing one as faulty then you will not get a replacement.

Re: Why did my broadband randomly cut out on 2 occasions?

Achildishperson12 — Thu, 06 Aug 2020 20:49:00 GMT

I still have a faint buzzing noise (faint as in you have to be in a quiet room with the phone right up to your ear with your other ear covered to hear it, if that makes sense). Online line check still insisting there's no fault and stating " it could be a problem in your home.", Despite me buying a CAT-5E DSL Lead, New microfilter me trying a spare hub, and most importantly there being that buzzing noise on the line (this is why im not sure about calling an engineer out and risking a charge.)
I don't fully understand your second line but im guessing your trying to say they wont send me a new hub to troubleshoot
I Can't buy a router yet as we are quite money strapped at the moment, however i might be going to a carboot sale in the next week or two so if i find a router there for a quid or 2 (which im bound too), then i will pick it up. I will also buy a landline corded phone in case the one i've got is throwing the buzzing noise on the line.

Re: Why did my broadband randomly cut out on 2 occasions?

pippincp — Thu, 06 Aug 2020 20:55:23 GMT

The online test cannot detect noise on your phone line. If when connected to the test socket with a corded phone preferably you can hear anything other than the announcements when you do the quiet line test then you have a line fault not a broadband one.

Re: Why did my broadband randomly cut out on 2 occasions?

Achildishperson12 — Thu, 06 Aug 2020 23:27:04 GMT

so why can't the online test detect faults then? if and when i do a live chat, will the person chatting to me run a line test on his end and detect noise?

Re: Why did my broadband randomly cut out on 2 occasions?

Achildishperson12 — Fri, 07 Aug 2020 00:00:07 GMT

I have just learned that Bt are making "Network improvements" and therefore broadband services can be disrupted. Can you or someone else tell me how long these improvements have been going on?

Re: Why did my broadband randomly cut out on 2 occasions?

pippincp — Fri, 07 Aug 2020 07:33:49 GMT

Have a look at the very first post on the BT Fibre broadband forum

Re: Why did my broadband randomly cut out on 2 occasions?

Achildishperson12 — Fri, 07 Aug 2020 12:54:46 GMT

Folk said "The window for these improvements will typically take place Monday to Friday between Midnight and 6:00 AM."

So does this mean beacause my broadband cutout in the evening (i think at about quarter to 8 that there is most likely a line fault?

Re: Why did my broadband randomly cut out on 2 occasions?

pippincp — Fri, 07 Aug 2020 13:47:16 GMT

See messages 4 & 9 in this thread.

Re: Why did my broadband randomly cut out on 2 occasions?

Achildishperson12 — Fri, 07 Aug 2020 15:33:09 GMT

So i am trying to do a live chat here but when i search it, the closest thing i get is "BT Chat service has moved" and i can't find where it is now. Could you please provide me a link to the live chat page please. I only want to phone them as a last resort as most of the time, im on hold for ages and can't fully understand what the person on the other end is saying etc

Another thing, i've noticed the buzz on the line can sometimes be quiet and sometimes be louder. i have disconnected the phone incase it is that so if the broadband cuts out, then im 99.9% sure its a line fault given i've tried another hub.

Re: Why did my broadband randomly cut out on 2 occasions?

Keith_Beddoe — Fri, 07 Aug 2020 15:54:20 GMT

I do not think live chat is working.

Its unlikely to be the phone causing the buzz on the line, but it will be the buzz that is causing the disconnects.

The ADSL microfilter is fine. All the microfilter does is to stop the broadband signal getting into the phone.

Its usually best to run the line test by logging into MyBT using mobile data on a smartphone, because the line test disconnects your main broadband connection during the test, so that is why its stuck at 99%.

Re: Why did my broadband randomly cut out on 2 occasions?

Achildishperson12 — Fri, 07 Aug 2020 16:09:04 GMT

When i run the line test using broadband, it always completes saying that theres no fault on the line. It never gets stuck at 99%.
I plugged the phone straight into the test socket with the router and filter unplugged and buzz noise is still present.

Re: Why did my broadband randomly cut out on 2 occasions?

Keith_Beddoe — Fri, 07 Aug 2020 16:21:26 GMT

@Achildishperson12 wrote:
When i run the line test using broadband, it always completes saying that theres no fault on the line. It never gets stuck at 99%.
I plugged the phone straight into the test socket with the router and filter unplugged and buzz noise is still present.

How load is the buzz, would it interfere with a phone conversation?

The BT Line tester is quite basic, and only runs simple tests to detect disconnections or stray voltages or earths on the line.

Buzzing can be due to an unbalanced line or a bridge tap somewhere. The broadband will try and compensate for this, but if its really bad, or intermittent, it will cause the line to drop and re-connect.

Re: Why did my broadband randomly cut out on 2 occasions?

Achildishperson12 — Fri, 07 Aug 2020 16:42:45 GMT

Sometimes it can be quiet so you need to be in a silent room to hear it and other times it can be loud. It isn't bad to the point where it affects phone conversations.

Re: Why did my broadband randomly cut out on 2 occasions?

Keith_Beddoe — Fri, 07 Aug 2020 19:59:59 GMT

Sounds like some form of electrical interference, its going to be difficult to locate, but would not be even investigated by Openreach, if only two disconnections.