This topic

Broadband cutting out again ever few day

PavlosUK — Sun, 16 May 2021 00:19:15 GMT

same thing as my old topic

https://community.bt.com/t5/BT-Fibre-broadband/Internet-going-off-2-3-times-a-week-at-the-same-time/m-p/2154277#M325048

same time and every few days... i thought i was past this

i really need this sorting out

Re: Broadband cutting out again ever few day

DavidM — Mon, 17 May 2021 07:29:32 GMT

Hi @PavlosUK and thanks for posting.

Sorry your connection is dropping again. This sounds like a possible REIN issue so before we can look into it further can you take a look at https://kitz.co.uk/adsl/rein.htm for advice on that.

Cheers

David

Re: Broadband cutting out again ever few day

PavlosUK — Mon, 17 May 2021 10:22:56 GMT

I did look into this last time and every time it goes off is when everyone is asleep or going to bed, I also go out and check immediately when it goes down to see what's been switched off or on and nothing ever has been ....it was fine for over a year here and then I had a few months of it and then after my last post it became fine again for a few weeks Other than a few random cut outs during the day but now it has been down 3 times around the same times as before.

Re: Broadband cutting out again ever few day

PavlosUK — Thu, 20 May 2021 23:32:53 GMT

Happened again tonight (20th may) at 23:00 again .. same time as previous ... 5 days after the last one ... Like previous, only difference is this time it's now just gone again (21st may 00:25) .... It's booting me out of raids on destiny and now I have been banned for a time on a game mode because the game thinks I'm quitting out ... This is getting stupid and I'm not going to sit through weeks and weeks of this again, I'm not tied into a contract with you anymore and I will have to move elsewhere if this continues.

Broadband STILL cutting out again every few days

PavlosUK — Sat, 05 Jun 2021 00:01:44 GMT

still not had any response and it happened again tonight and once again kicked me out of a raid on destiny 2 .... its so frustrating

feel like im being ignored here
last thread
https://community.bt.com/t5/BT-Fibre-broadband/Broadband-cutting-out-again-ever-few-day/m-p/2162988#M326707

it was tonight 04th June at 22:50 ... usual time ... please please can we do something about this

Re: Broadband STILL cutting out again every few days

imjolly — Sat, 05 Jun 2021 08:43:58 GMT

as you are aware this is a customer help customer forum and members normally only post if the think they can offer assistance there is no need for anyone to reply to your posts

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 STILL cutting out again every few days

PavlosUK — Sat, 05 Jun 2021 13:56:33 GMT

Last time i had issues i posted here and that got the ball rolling on things so i assumed the same this time so no i did not know ... ok
ok first my data log from last night is as follows .... as i said the outage was around 22:50 as always

00:37:37	05 Jun. 2.4G Client disassociate from 84:d1:5a:15:ec:85 (IP=192.168.1.171) RSSI=0
00:37:37	05 Jun. WHW INFO A station STA(84:D1:5A:15:EC:85) leave WHW infrastructure
00:37:36	05 Jun. 2.4G client Mac: 84:D1:5A:15:EC:85 Deauthentications (Reason:Deauthenticated because sending station is leaving (or has left) IBSS or ESS)
23:04:10	04 Jun. ARP [add] br0(wl1) 192.168.1.154 6e:70:2e:3b:76:3f
23:04:06	04 Jun. DHCP device Connected: 192.168.1.154
23:04:06	04 Jun. LAN [ADD] ARP 192.168.1.154 with 6e:70:2e:3b:76:3f from br0(wl1)
23:04:06	04 Jun. 5G Client disassociate from 6e:70:2e:3b:76:3f (IP=192.168.1.154) RSSI=0
23:04:04	04 Jun. WHW INFO A station (Smart Hub 2)IF[2.4G](4C:1B:86:87:AA:6F):STA(6E:70:2E:3B:76:3F)(Legacy Device) join WHW infrastructure
23:04:04	04 Jun. WHW INFO A station STA(6E:70:2E:3B:76:3F) leave WHW infrastructure
22:54:04	04 Jun. ARP [add] br0(wl0) 192.168.1.185 48:e2:44:b1:33:25
22:54:01	04 Jun. DHCP device Connected: 192.168.1.185
22:54:01	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:54:01	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:54:01	04 Jun. 5G Client associate from 48:e2:44:b1:33:25 (IP=192.168.1.185) RSSI=-36
22:54:01	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:54:01	04 Jun. LAN [ADD] ARP 192.168.1.185 with 48:e2:44:b1:33:25 from br0(wl0)
22:54:00	04 Jun. Receive a DHCP request
22:54:00	04 Jun. WHW INFO A station (Smart Hub 2)IF[5G](4C:1B:86:87:AA:6E):STA(48:E2:44:B1:33:25)(Legacy Device) join WHW infrastructure
22:53:23	04 Jun. ARP [del] br0 192.168.1.185 48:e2:44:b1:33:25
22:53:01	04 Jun. DHCP device Disconnected: 192.168.1.185
22:53:01	04 Jun. LAN [DEL] ARP 192.168.1.185 with 48:e2:44:b1:33:25 from br0
22:53:00	04 Jun. 5G Client disassociate from 48:e2:44:b1:33:25 (IP=192.168.1.185) RSSI=0
22:53:00	04 Jun. WHW INFO A station STA(48:E2:44:B1:33:25) leave WHW infrastructure
22:52:43	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:52:43	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:52:31	04 Jun. NTP synchronization success
22:52:31	04 Jun. NTP Server: ntp.homehub.btopenworld.com
22:52:19	04 Jun. WAN Sensing Auto sensing Complete
22:52:19	04 Jun. WAN Sensing Auto sensing Running
22:52:18	04 Jun. WAN IPv6 Global unicast prefix / length: 2a00:23c6:bb09:fe00::/56
22:52:18	04 Jun. WAN IPv6 Global unicast address allocated: 2a00:23c6:bb09:fe00::1/64
22:52:18	04 Jun. WAN DHCPv6 events: BOUND
22:52:18	04 Jun. NTP synchronization start
22:52:18	04 Jun. WAN Sensing Auto sensing Complete
22:52:18	04 Jun. WAN DHCPv6 events: INIT
22:52:17	04 Jun. WAN Sensing Auto sensing Running
22:52:17	04 Jun. Success - secondary DNS servers
22:52:17	04 Jun. Success - primary DNS servers
22:52:17	04 Jun. WAN connection WAN2_INTERNET_PTM connected
22:52:17	04 Jun. PPP: IPCP up
22:52:17	04 Jun. PPP IPCP Receive Configuration ACK
22:52:17	04 Jun. PPP IPV6CP Receive Configuration ACK
22:52:17	04 Jun. PPP IPCP Send Configuration Request
22:52:17	04 Jun. PPP IPCP Receive Configuration NAK
22:52:16	04 Jun. PPP IPCP Send Configuration ACK
22:52:16	04 Jun. PPP IPCP Receive Configuration Request
22:52:16	04 Jun. PPP IPV6CP Send Configuration ACK
22:52:16	04 Jun. PPP IPV6CP Receive Configuration Request
22:52:16	04 Jun. PPP IPV6CP Send Configuration Request
22:52:16	04 Jun. PPP IPCP Send Configuration Request
22:52:16	04 Jun. PPP: CHAP authentication succeeded
22:52:16	04 Jun. PPP CHAP Receive success : authentication successful
22:52:16	04 Jun. PPP CHAP Receive Challenge
22:52:16	04 Jun. PPP: LCP up
22:52:16	04 Jun. PPP LCP Receive Configuration ACK
22:52:16	04 Jun. PPP LCP Send Configuration ACK
22:52:16	04 Jun. PPP LCP Receive Configuration Request
22:52:16	04 Jun. PPP LCP Send Configuration Request
22:52:16	04 Jun. PPP: Received PADS
22:52:16	04 Jun. PPP: Sending PADR
22:52:16	04 Jun. PPP: Received PADO
22:52:16	04 Jun. PPP: Sending PADI
22:52:10	04 Jun. PPP: Sending PADI
22:52:05	04 Jun. PPP: Sending PADI
22:52:00	04 Jun. PPP: Sending PADI
22:51:57	04 Jun. DSL Link Up: Down Rate=79999kbps
22:51:56	04 Jun. DHCP device Connected: 192.168.1.185
22:51:56	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:51:56	04 Jun. 5G Client associate from 48:e2:44:b1:33:25 (IP=192.168.1.185) RSSI=-32
22:51:56	04 Jun. LAN [ADD] ARP 192.168.1.185 with 48:e2:44:b1:33:25 from br0(wl0)
22:51:55	04 Jun. Receive a DHCP request
22:51:55	04 Jun. PPP: Sending PADI
22:51:55	04 Jun. WHW INFO A station (Smart Hub 2)IF[5G](4C:1B:86:87:AA:6E):STA(48:E2:44:B1:33:25)(Legacy Device) join WHW infrastructure
22:51:50	04 Jun. PPP: Starting PPP daemon
22:51:50	04 Jun. DHCP device Disconnected: 192.168.1.185
22:51:49	04 Jun. LAN [DEL] ARP 192.168.1.185 with 48:e2:44:b1:33:25 from br0
22:51:49	04 Jun. WAN Auto-sensing detected port DSL WAN
22:51:49	04 Jun. 5G Client disassociate from 48:e2:44:b1:33:25 (IP=192.168.1.185) RSSI=0
22:51:47	04 Jun. WHW INFO A station STA(48:E2:44:B1:33:25) leave WHW infrastructure
22:51:31	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:51:31	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:51:31	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:51:31	04 Jun. 5G Client associate from 48:e2:44:b1:33:25 (IP=192.168.1.185) RSSI=-37
22:51:31	04 Jun. Receive a DHCP request
22:51:31	04 Jun. WHW INFO A station (Smart Hub 2)IF[5G](4C:1B:86:87:AA:6E):STA(48:E2:44:B1:33:25)(Legacy Device) join WHW infrastructure
22:51:31	04 Jun. WHW INFO A station STA(48:E2:44:B1:33:25) leave WHW infrastructure
22:51:26	04 Jun. SIP WAN DOWN
22:51:22	04 Jun. SIP WAN DOWN
22:51:22	04 Jun. WAN Sensing Auto sensing Complete
22:51:22	04 Jun. WAN Sensing Auto sensing Running
22:51:20	04 Jun. WAN Sensing Auto sensing Complete
22:51:20	04 Jun. WAN Sensing Auto sensing Running
22:51:20	04 Jun. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
22:51:19	04 Jun. PPP: Stopped PPP daemon(0
22:51:19	04 Jun. PPP LCP Send Termination Request (User request)
22:51:19	04 Jun. PPP: IPCP down
22:51:19	04 Jun. PPP: LCP down
22:51:18	04 Jun. DSL Link Down: duration was 34794 seconds
22:09:21	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:09:21	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

Re: Broadband STILL cutting out again every few days

PavlosUK — Sat, 05 Jun 2021 13:57:06 GMT

That phone number test is as follows

Telephone Number 01926****** on Exchange WARWICK is served by Cabinet 17

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low VDSL Range A (Clean)
VDSL Range B (Impacted)
G.fast Range A (Clean)
G.fast Range B (Impacted)

80	77.4	20	19	73.4	Available	Available	--
80	76.5	20	19	71.4	Available	Available	--
330	248.7	50	29.2	224	Available	Available	--
291.4	220.1	40.4	20.3	201	Available	Available	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP 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 JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 17	--	10 to 19.5	Available	Available	--
Up to 17	Up to 1.5	10 to 19.5	Available	Available	--
Up to 7.5	--	6.5 to 8	Available	Available	--
2	--	--	Available	Available	--
2	--	--	Available	--	--

Observed Speeds VDSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

2021-05-29

Other Offerings Availability DateVDSL MulticastADSL MulticastG.fast Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

25-05-2021

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

The premise/line is associated with exchange which is NOT part of current fibre priority programme.

The premise/line is associated with exchange where WLR is not withdrawn.

The premise/line is associated with exchange where SOADSL service is restricted.

FTTP is not available.

Any other info needed just ask

Re: Broadband STILL cutting out again every few days

imjolly — Sat, 05 Jun 2021 14:42:54 GMT

it is not the logs requested it is the information - technical log information - hub stats please

Re: Internet going off 2-3 times a week at the same time

Anonymous — Sat, 05 Jun 2021 16:56:55 GMT

Do you use wi-fi? Is it near enough your computer or device. Try moving your router nearer or different angles so its more direct with your games device.

Have you tried ethernet connection instead. Does that make a difference?

Do you move about a lot when you play the game? If so that may be interfering with your wi-fi causing it to drop out as you are blocking the signals. That may seem bizarre advice but I often use a computer at work and stack paper files near the router which is near where I sit and sometimes causes the internet to drop out!

Hope this helps. Let me know if you get it sorted.

Re: Internet going off 2-3 times a week at the same time

PavlosUK — Sat, 05 Jun 2021 17:07:22 GMT

hi and thanks for your message... i do not have it on wifi, my ps5 is hard wired and the hub is free of any clutter on or around it, the only item i use on wifi is my phone

cheers

Re: Broadband STILL cutting out again every few days

PavlosUK — Sat, 05 Jun 2021 17:08:59 GMT

apologies, is this correct?

Product code:Smart Hub 2

Serial number:+091298+1834000444

Firmware version:v0.26.04.04227-BT

Firmware updated:Thu May 20 13:41:35 2021

Board version:R01

GUI version:1.74 12_11_2020

DSL uptime:0 days,19 Hours11 Mins40 Secs

Data rate:19.999 Mbps / 79.999 Mbps

Maximum data rate:35.734 Mbps / 105.325 Mbps

Full Fibre (FTTP) Mode:Off

Noise margin:23.3 / 12.1

Line attenuation:7.9 / 9.8

Signal attenuation:7.9 / 11.0

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:1.0 GB Uploaded / 3.8 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-Paul

2.4 GHz wireless channel:Smart (Channel11)

5 GHz wireless network name:BT-Paul

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 2

Firewall:On

MAC address:4C:1B:86:87:AA:6C

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017

Re: Broadband STILL cutting out again every few days

iniltous — Sun, 06 Jun 2021 08:24:45 GMT

If the problem is REIN/SHINE , then it’s not necessarily anything in your home switching on or off , but could be an ‘event’ in a neighbour home or even the neighbourhood , there was a story of an entire village in Wales affected by one residents faulty TV knocking out broadband.
As far as your threat to move supplier , if the issue is of this nature , then switching provider won’t make a difference

Re: Broadband STILL cutting out again every few days

PavlosUK — Sun, 06 Jun 2021 11:01:39 GMT

I don't understand that if this is the issue then why would it do it for weeks and weeks only then to stop for about 6 or so weeks only to start doing it again. If it was something my neighbor was doing then would that not just do it all the time?

Re: Broadband STILL cutting out again every few days

iniltous — Sun, 06 Jun 2021 13:08:59 GMT

The cause of this is usually faulty electrical equipment turning off or on, and so its probably not unusual that it may not happen for weeks and then comes back ( perhaps the owner of the faulty device went away for a few weeks, or it’s something like a central heating pump and the period when no interruptions coincided with good weather ) , the possibility’s are almost endless and that makes tracking down a source of this type of interference difficult to locate.

If it’s not a REIN/ SHINE problem, then a different router may be need ( to eliminate that as the issue ) and possibly a lift and shift onto a different port in the VDSL cabinet if that hasn’t already been tried.

Re: Broadband STILL cutting out again every few days

campo8558 — Mon, 07 Jun 2021 05:09:27 GMT

I kinda agree with Pavlos. I opened a second complain in March because the line was dropping in the evening at least a couple of time in a week and I had that issue until mid April probably. Then I haven't experienced any issue in May, but few days ago I had another drop. I was told by BT that they can't do anything considering that it can be some electric fault somewhere, but it looks like people have the drop around the same time. No idea if Pavlos lives in Cambridge, but if it's not how does BT explain this? Then I must say that I never experienced any drop when I was with virgin, it was a different house, but pretty much same devices connected to the electric network.

Re: Broadband STILL cutting out again every few days

PavlosUK — Mon, 07 Jun 2021 09:04:43 GMT

I can try a different port and cable ... It does it at the same time every time and also in blocks of 5 days .... It will go off at 22:50 and then 5 days will pass and on the 5th day it will go at 22:50 and so on and so on .... That means the next time it is due to go off is Wednesday 9th of June.... Right when I will be in a destiny raid again but maybe a new port/cable will do something ... Where I live is a lot of old people and by that time everyone is in bed... When 22:50 hits and it goes down I have always checked round my house and nothing has gone on or off and I go out side and my neighborhood is pretty much in darkness as everyone has gone to sleep.

Re: Broadband STILL cutting out again every few days

PavlosUK — Mon, 21 Jun 2021 16:46:46 GMT

it seems to have slightly shifted times and day patterns but i have had 2 more since

10th june 22:25
20th june 22:15

both during times i have been raiding in destiny 2.... still hugely frustrating for me and my team

Re: Broadband cutting out again ever few day

PavlosUK — Wed, 30 Jun 2021 21:58:48 GMT

till on a 5 day cycle ...

i have a brand new BT hub 2 so its not a faulty hub

my last outages were

25th june 22:26
30th June 22:46 (tonight with new hub)

what do i do from here? nothing i try is working?

i can not have this keep happening, its not anything my neighbours are doing, ive spoken to most of them and that also doesn't explain why it was randomly fine for a 4-6 week period.