This topic

Disconnecting multiple times per day for 3-14 seconds.

Walton14 — Tue, 08 Jun 2021 21:49:18 GMT

Hi All,

I had an engineer out on the 11th of may to investigate a slow connection issue, in doing so he swapped over my wiring? to my flat in the buildings basement. Since then I have been experiencing disconnections for 3-14 seconds multiple times per day. This is incredibly disruptive, especially when trying to work or game. This happens on wi-fi and ethernet. I have tried changing routers and ethernet cables.

The strange thing is the BT engineer came today at 3pm. (It's currently 11pm). They reverted the work they did on the 11th and had my internet offline for a while, which can be seen on the hub below.

In between then and now I have disconnected four times which were not picked up by this Network uptime.

Below is some examples showing my disconnections since the 11th.

I spoke to a supervisor on live chat moments ago to be told there's nothing they can do about this issue. I was adamant that this issue was caused by them so can be fixed and have probably the same engineer coming back out tomorrow.

I can't go to any other broadband supplier as they all use the same copper line which is owned by BT...

I'm looking for any help at all. Please please help me get this issue sorted. Being on the PC all day for work and all night for personal this issue is really affecting me.

Thanks,

Walton

Re: Disconnecting multiple times per day for 3-14 seconds.

Keith_Beddoe — Wed, 09 Jun 2021 05:44:38 GMT

@Walton14

Its Openreach, not BT Retail, that visit.

Most providers use the Openreach network.

Which BT Home hub are you using, and are you using wired or wireless connections, as wireless is likely to suffer disconnections?

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

Re: Disconnecting multiple times per day for 3-14 seconds.

Gary_C — Wed, 09 Jun 2021 08:13:17 GMT

does the event log show things such as 'going down for a reboot' and TR069 at the time of the disconnections ?

Something like

( 16.130000) System start TR069
01:41:59, 10 Apr.
(172368.160000) PPP LCP Send Termination Request [User request]
01:41:57, 10 Apr.
(172366.420000) CWMP: session completed successfully
01:41:57, 10 Apr.
(172366.420000) The system is going DOWN for reboot.

If so, get a third party VDSL2 router which won't respond to these network requests

Re: Disconnecting multiple times per day for 3-14 seconds.

Walton14 — Wed, 09 Jun 2021 11:18:44 GMT

As mentioned the issue occurs on wired and wireless. I am using a BT Smart hub 2 and have also tried a BT Smart hub 1. I can't do that test as I don't have a landline.

Re: Disconnecting multiple times per day for 3-14 seconds.

Walton14 — Wed, 09 Jun 2021 11:19:03 GMT

Where would I find the event log?

Re: Disconnecting multiple times per day for 3-14 seconds.

Gary_C — Wed, 09 Jun 2021 13:02:32 GMT

You need to log into the hub and I think its behind the 'advanced settings' button (I dont use the hub to prevent the problems you might be having)

Re: Disconnecting multiple times per day for 3-14 seconds.

Walton14 — Wed, 09 Jun 2021 14:58:05 GMT

So I had a disconnection at 02:05:05 seen here.

Here is what it said on my router at the same time.

Re: Disconnecting multiple times per day for 3-14 seconds.

Gary_C — Wed, 09 Jun 2021 18:36:02 GMT

what have you got plugged into ethernet port 1 ? it seems to be changing speed of its connection which might indicates a problem with whatever is plugged in there (it changes from 10 mbps to 1000 mbps)

Re: Disconnecting multiple times per day for 3-14 seconds.

Walton14 — Thu, 10 Jun 2021 09:00:44 GMT

My personal PC that's been fine up until the 11th may.

Re: Disconnecting multiple times per day for 3-14 seconds.

Gary_C — Thu, 10 Jun 2021 12:40:02 GMT

From the log, there is an odd indication that the link was running at 10mbps then reconnected at 1000mpbs. Now it might be just because the hub rebooted, but worth trying the desktop on wifi if you can, or use a different cable.

Did all devices loose connection, did the hub show any lights

Are there no messages before that ? The ones we can see just look like things being reconnected, but we cant see what might have caused disconnection

Re: Disconnecting multiple times per day for 3-14 seconds.

Walton14 — Fri, 11 Jun 2021 06:59:19 GMT

I am not able to test my PC on wifi. I have also tried a different cable, I have not yet been able to look for any kind of light due to the low time the ethernet is down for. I am going to look out for it. There are no other messages.

Re: Disconnecting multiple times per day for 3-14 seconds.

Gary_C — Mon, 14 Jun 2021 17:13:19 GMT

Do other devices loose their connection at the same time ?

Might be worth changing the driver setting on your PC's ethernet port to force a speed of 10M. This might prevent the port from changing speed and would be useful as a test to see if that stops disconnections

Re: Disconnecting multiple times per day for 3-14 seconds.

Gary_C — Mon, 14 Jun 2021 17:24:15 GMT

You might have a similar problem to this thread https://community.bt.com/t5/BT-Fibre-broadband/Unstable-WiFi-and-Ethernet-connections-suddenly/m-p/2146697#M323574

Re: Disconnecting multiple times per day for 3-14 seconds.

Walton14 — Mon, 14 Jun 2021 17:39:32 GMT

I've been testing another router which I thought fixed the problem but today I disconnected for 4 seconds. WiFi doesn't drop and I'm testing my other computer which is also plugged in via ethernet to see if that one drops. By forcing my speed to 10M won't that give me very bad speeds?

Re: Disconnecting multiple times per day for 3-14 seconds.

VTallGuy — Tue, 15 Jun 2021 09:51:34 GMT

There shouldn't be any need to change your NIC settings. If it's like mine, it drops to 10M when the power saving cuts in - if the PC is asleep (screensaver on) or the NIC hasn't been used for a while. It auto switches back to 1GB when it becomes active. The event log on my SmartHub 2 is full of these events and it doesn't affect/isn't affected by the line being up or down as there's no relationship between the two.

Re: Disconnecting multiple times per day for 3-14 seconds.

Walton14 — Tue, 15 Jun 2021 10:11:04 GMT

My PC doesn't go to sleep nor does it have power saving. My disconnections usually take place when I'm gaming and occasionally when I'm just watching Youtube videos.

Re: Disconnecting multiple times per day for 3-14 seconds.

Gary_C — Tue, 15 Jun 2021 21:29:39 GMT

10M will give slower speeds (though in gaming its not normally a problem as the amount of data passed is normally quite small) and its probably not the issue but it would be good to rule it out (as I said, it almost sounds similar to a previous users issue)
Can you confirm other equipment looses its connection at the same time, or is it just the PC ?