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Broadband lagging and dropping constantly

Frustrated1000 — Tue, 22 Mar 2022 15:23:41 GMT

Recently had YouFibre doing digging work to lay new cables in the street outside house. As a result they apparently damaged the BT copper cables. An engineer turned up shortly after and said they were switching affected houses to a secondary or bypass cable. Ever since they have done this, the broadband is atrocious. It freezes, lags and continously drops out upto 50 times per day.

After reporting, I have had 2 further engineers round who claim their is no problem. The BT diagnostic bot also claims the line to the house is sound. Yet when speaking to an agent, they can verify on their system the hundreds of continous drop outs.

15:21:52, 22 Mar.	(507561.250000) CWMP: session closed due to error: Could not resolve host
15:21:52, 22 Mar.	(507561.230000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
15:21:52, 22 Mar.	(507561.220000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
15:21:22, 22 Mar.	(507530.640000) CWMP: session closed due to error: Could not resolve host
15:21:21, 22 Mar.	(507529.910000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
15:21:21, 22 Mar.	(507529.900000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
15:21:20, 22 Mar.	(507529.320000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
15:21:19, 22 Mar.	(507527.620000) DSL is down after 6 minutes uptime
15:21:19, 22 Mar.	(507527.620000) ETHoA is down after 6 minutes uptime
15:21:18, 22 Mar.	(507526.950000) PPPoA is down after 6 minutes uptime [Waiting for Underlying Connection (WAN DSL - Up)]

Ad repeat! Every few bloomin minutes.

Re: Broadband lagging and dropping constantly

Keith_Beddoe — Tue, 22 Mar 2022 15:32:26 GMT

@Frustrated1000

What connection speed do you normally get?

Re: Broadband lagging and dropping constantly

Frustrated1000 — Tue, 22 Mar 2022 15:35:11 GMT

Hi Keith. It also varies quite a bit. At it`s best about 14-15 at it`s worst about 7-8.

I can only assume the backup line the engineers switched it too is also damaged.

DSL noise margin: 27.20 dB upstream, 6.00 dB downstream
15:14:43, 22 Mar.	(507131.890000) DSL line rate: 444 Kbps upstream, 16848 Kbps downstream
15:14:29, 22 Mar.	(507118.480000) CWMP: session closed due to error: Could not resolve host
15:14:29, 22 Mar.	(507118.260000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
15:14:29, 22 Mar.	(507118.250000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
15:13:59, 22 Mar.	(507087.660000) CWMP: session closed due to error: Could not resolve host
15:13:58, 22 Mar.	(507086.880000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
15:13:58, 22 Mar.	(507086.870000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
15:13:57, 22 Mar.	(507086.290000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
15:13:56, 22 Mar.	(507084.610000) DSL is down after 77 minutes uptime

Re: Broadband lagging and dropping constantly

Keith_Beddoe — Tue, 22 Mar 2022 15:57:09 GMT

Just confirming that it is an ADSL connection, as I was not sure, but seeing the PPPoA connection confirms it.

A noisy line is probably the cause of the problem.

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

Re: Broadband lagging and dropping constantly

Frustrated1000 — Tue, 22 Mar 2022 17:28:10 GMT

Will have to see if I can lend a phone off of someone first 🙂 Have not had one plugged in for quite a few years now. Will try and get one and confirm on the noise test. I know my router diagnostics tell me that I have

DSL noise margin: 27.10 dB upstream, 6.00 dB downstream

I have no idea if those values are good or not. Is the lower the number the better or the higher? If it`s the higher then the DSL for upstream looks pretty bad 😕

Re: Broadband lagging and dropping constantly

imjolly — Tue, 22 Mar 2022 17:39:32 GMT

Your down noise margin at 6db is what is classified normal. Your noise margin is high and as max up speed is about 1mb your up noise margin will always be high until you can move to FTTC

Re: Broadband lagging and dropping constantly

DavidM — Mon, 04 Apr 2022 07:46:14 GMT

Hi @Frustrated1000 ,

Sorry for the late reply. Have you tried checking the line for noise? Can you let us know how things are going at your side?

Cheers

David