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Broadband keeps dropping

Jason-steptoe — Mon, 04 Jan 2021 21:45:41 GMT

Hi, I have a problem with my broadband, everything is fine for months then all or a sudden it keeps dropping every 3-4 days. Smart hub stays up but line re syncs and noise margin goes up from about 3db to 18db and speed drops from about 58 mb to 20mb.

any advice?

Re: Broadband keeps dropping

Keith_Beddoe — Mon, 04 Jan 2021 21:55:15 GMT

@Jason-steptoe

Welcome to this user forum.

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

Re: Broadband keeps dropping

Jason-steptoe — Mon, 04 Jan 2021 22:01:22 GMT

Hi keith

Thanks.

no I have no noise on line.

rebooted smart hub 4 days ago and all was ok till today.

noise margin was at 3-4 db until 4pm today when line re sync and it jumped up to 18db and download speed dropped from 58 to 15 mb.
jason

Re: Broadband keeps dropping

Keith_Beddoe — Mon, 04 Jan 2021 22:06:43 GMT

@Jason-steptoe wrote:

Hi keith

Thanks.

no I have no noise on line.

rebooted smart hub 4 days ago and all was ok till today.

noise margin was at 3-4 db until 4pm today when line re sync and it jumped up to 18db and download speed dropped from 58 to 15 mb.
jason

What does your master phone socket look like?

Re: Broadband keeps dropping

Jason-steptoe — Mon, 04 Jan 2021 22:07:59 GMT

Last one no.7

Re: Broadband keeps dropping

Keith_Beddoe — Mon, 04 Jan 2021 22:12:22 GMT

@Jason-steptoe wrote:

Last one no.7

That one is known to give intermittent faults.

Please connect things up as shown below, and leave it like that for a few days, to see if your connection remains stable. You will need one of the spare microfilters that came with the home hub.

NTE 5C Test socket check

Re: Broadband keeps dropping

Jason-steptoe — Mon, 04 Jan 2021 22:16:37 GMT

Hi Keith.

thanks for advice, I will do this tomorrow as the master socket etc is up in my loft space.

I will then monitor for a few days and report back.

jason

Re: Broadband keeps dropping

Keith_Beddoe — Mon, 04 Jan 2021 22:24:06 GMT

@Jason-steptoe wrote:

Hi Keith.

thanks for advice, I will do this tomorrow as the master socket etc is up in my loft space.

I will then monitor for a few days and report back.

jason

I assume you have a very long RJ11 lead from the broadband socket on the NTE, feeding into your home hub at the moment?

The problem with those sockets is due to poor contact between the front 4A filter section, and the test socket behind. There is not enough tension in the clips at the side, to hold the parts together.

Also if its in the loft, then a certain amount of oxidisation of the contacts is likely to take place, especially if there is any damp.

Re: Broadband keeps dropping

Jason-steptoe — Mon, 04 Jan 2021 22:43:00 GMT

No, the smart hub is up there too as the loft is insulated and no damp issues at all.

i use a Cisco commercial WiFi unit and all pc’s and tv is hard wired to a Poe+ hub, only use smart hub for modem really, WiFi turned off as Cisco has better coverage and through put.

Re: Broadband keeps dropping

Keith_Beddoe — Tue, 05 Jan 2021 06:39:05 GMT

@Jason-steptoe wrote:

No, the smart hub is up there too as the loft is insulated and no damp issues at all.

i use a Cisco commercial WiFi unit and all pc’s and tv is hard wired to a Poe+ hub, only use smart hub for modem really, WiFi turned off as Cisco has better coverage and through put.

That`s fine.

See how it goes with the microfilter in the test socket.

Re: Broadband keeps dropping

Keith_Beddoe — Mon, 11 Jan 2021 15:56:50 GMT

@Jason-steptoe

How are things progressing with the fault?

Re: Broadband keeps dropping

Jason-steptoe — Mon, 11 Jan 2021 18:40:43 GMT

Hi, sorry for not responding sooner, I changed the faceplate for an older style and reconnected phone line and vdsl line. Been checking it daily and so far it’s been stable for almost 6 days now. Speed dropped slightly to 48 to 52 from 55 to 60. Also noise margin has stayed stable at about 6.3. Was going to wait for the 14 day reboot of smart hub to see what happens.

jason

Re: Broadband keeps dropping

Keith_Beddoe — Mon, 11 Jan 2021 19:17:15 GMT

@Jason-steptoe

Thanks for the update, lets see how it goes. I will monitor this thread until you are happy that the fault is fixed.

Re: Broadband keeps dropping

Jason-steptoe — Mon, 11 Jan 2021 19:23:21 GMT

Thank you, I will update you. Is it worth obtaining a new nte 5c mk4 faceplate and trying that?

jason

Re: Broadband keeps dropping

Keith_Beddoe — Mon, 11 Jan 2021 20:08:28 GMT

@Jason-steptoe wrote:

Thank you, I will update you. Is it worth obtaining a new nte 5c mk4 faceplate and trying that?

jason

No, its likely to suffer from the same problem. Its cause by mis-alignment between the front and the back sections. The issue was explained here. You may find the explanation helpful.

https://community.bt.com/t5/Landline/2019-Master-Socket-kit-loose/m-p/1985566/highlight/true#M67755