This topic

Broadband Drops 30+ Times per day, multiple engineer visits please help

marklong — Mon, 02 Jan 2023 19:13:39 GMT

Hi, Just pasting my router stats before anything else.

My broadband has been dropping out since September, and it's been getting progressively worse. (Sometimes 20+ in 1hour in the evenings) I've had several engineers, including 2 open reach engineers who could not find anything wrong when they run there tests. My Smart hub 2 is plugged directly into master socket.

The last Engineer suggested a new router because he thinks there is interference with the Router. I've had the new Smart Hub2 for few weeks and it's still dropping. Some days it can be totally fine, maybe 1-2 drops. Then others it's probably 50+.

The cabinet is basically outside my drive as well so I am very close. Both Engineers said they checked things at the cabinet as well and saw nothing out of the ordinary.

EDIT: It's currently dropping as i wrote this. Managed to capture the following, then it dropped again. Look at the Noise Margin

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

pippincp — Mon, 02 Jan 2023 19:16:27 GMT

What happens if you use the test socket (remove front of master socket to reveal)?

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

Keith_Beddoe — Mon, 02 Jan 2023 19:22:57 GMT

@marklong

Welcome to this user forum for BT Retail phone and broadband customers.

Is the home hub rebooting or just disconnecting?

Its possible for your home network configuration to cause the home hub to reboot or disconnect.

What devices do you have connected to the Ethernet ports on the home hub, are you using any powerline devices?

Look at the event log and see if you can see anything that may be causing this. LAN Up/down messages can indicate issues.

There were also reported issues on some home hubs which were caused by excessive uploads.

Do you know whether the hub disconnects when there are no connected devices?

Also try the test socket as @pippincp suggests, as there are known issues with the NTE5C.

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

marklong — Mon, 02 Jan 2023 19:21:37 GMT

Dropped again whilst i tried respond.
I was already running directly into test socket (without the face plate). After first engineer visit, he put a new socket on with a face plate. But i've removed it again to plug directly into the test socket to see if it stabalises.

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

Keith_Beddoe — Mon, 02 Jan 2023 19:24:58 GMT

As I enquired, what do you have connected to the home hub?

Are you using any powerline devices?

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

marklong — Mon, 02 Jan 2023 19:27:37 GMT

Log below from Events when i last disconnected.

But to answer what i have connected, Nothing fancy, No PoE, Just a few phones and ipads on 5GHZ, 1 Desktop via Ethernet and a TV also on 5G i think

19:19:50	02 Jan. 2.4G Client associate from 82:21:9c:c6:ed:49 (IP=192.168.1.243) RSSI=-46
19:19:50	02 Jan. LAN [ADD] ARP 192.168.1.243 with 82:21:9c:c6:ed:49 from br0(wl1)
19:19:50	02 Jan. Receive a DHCP request
19:19:50	02 Jan. WHW INFO A station (SmartHub2)IF[2.4G](64:CC:22:05:32:D0):STA(82:21:9C:C6:ED:49)(Legacy Device) join WHW infrastructure
19:19:46	02 Jan. DHCP device Disconnected: 192.168.1.243
19:19:46	02 Jan. LAN [DEL] ARP 192.168.1.243 with 82:21:9c:c6:ed:49 from br0
19:19:46	02 Jan. 5G Client disassociate from 82:21:9c:c6:ed:49 (IP=192.168.1.243) RSSI=0
19:19:46	02 Jan. WHW INFO A station STA(82:21:9C:C6:ED:49) leave WHW infrastructure
19:18:45	02 Jan. SIP WAN DOWN
19:18:36	02 Jan. SIP WAN DOWN
19:18:36	02 Jan. WAN Sensing Auto sensing Complete
19:18:36	02 Jan. WAN Sensing Auto sensing Running
19:18:34	02 Jan. WAN Sensing Auto sensing Complete
19:18:34	02 Jan. WAN Sensing Auto sensing Running
19:18:34	02 Jan. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
19:18:33	02 Jan. PPP: Stopped PPP daemon(0
19:18:33	02 Jan. PPP LCP Send Termination Request (User request)
19:18:33	02 Jan. PPP: IPCP down
19:18:33	02 Jan. PPP: LCP down
19:18:33	02 Jan. DSL Link Down: duration was 51 seconds
19:18:25	02 Jan. NTP synchronization success
19:18:25	02 Jan. NTP Server: ntp.homehub.btopenworld.com
19:18:18	02 Jan. LTE Modem owl_tx_lte_set_rate_shaper_script command sent
19:18:17	02 Jan. LTE Modem owl_tx_lte_set_rate_shaper_script command sent
19:18:16	02 Jan. DHCP device Connected: 192.168.1.243
19:18:15	02 Jan. WAN Sensing Auto sensing Complete
19:18:15	02 Jan. LAN [ADD] ARP 192.168.1.243 with 82:21:9c:c6:ed:49 from br0(wl0)
19:18:15	02 Jan. ARP [add] br0(wl0) 192.168.1.243 82:21:9c:c6:ed:49
19:18:12	02 Jan. WAN Sensing Auto sensing Running
19:18:12	02 Jan. DHCP device Disconnected: 192.168.1.243
19:18:11	02 Jan. LAN [DEL] ARP 192.168.1.243 with 82:21:9c:c6:ed:49 from br0
19:18:10	02 Jan. NTP synchronization start
19:18:10	02 Jan. WAN IPv6 Global unicast prefix / length: 2a00:23c7:961b:c100::/56
19:18:10	02 Jan. WAN IPv6 Global unicast address allocated: 2a00:23c7:961b:c100::1/64
19:18:10	02 Jan. WAN DHCPv6 events: BOUND
19:18:10	02 Jan. 2.4G Client disassociate from 82:21:9c:c6:ed:49 (IP=192.168.1.243) RSSI=0
19:18:10	02 Jan. WAN Sensing Auto sensing Complete
19:18:09	02 Jan. WHW INFO A station (SmartHub2)IF[5G](64:CC:22:05:32:CF):STA(82:21:9C:C6:ED:49)(Legacy Device) join WHW infrastructure
19:18:09	02 Jan. WAN Sensing Auto sensing Running
19:18:09	02 Jan. Success - secondary DNS servers
19:18:09	02 Jan. Success - primary DNS servers
19:18:09	02 Jan. WAN connection WAN2_INTERNET_PTM connected
19:18:09	02 Jan. 2.4G client Mac: 82:21:9C:C6:ED:49 Deauthentications (Reason:Deauthenticated because sending station is leaving (or has left) IBSS or ESS)
19:18:09	02 Jan. Self roaming might be occurring... Deauth original one...
19:18:09	02 Jan. WAN DHCPv6 events: INIT
19:18:09	02 Jan. PPP: IPCP up
19:18:09	02 Jan. PPP IPCP Receive Configuration ACK
19:18:09	02 Jan. PPP IPV6CP Receive Configuration ACK
19:18:09	02 Jan. PPP IPCP Send Configuration Request
19:18:09	02 Jan. PPP IPCP Receive Configuration NAK
19:18:09	02 Jan. PPP IPCP Send Configuration ACK
19:18:09	02 Jan. PPP IPCP Receive Configuration Request
19:18:08	02 Jan. PPP IPV6CP Send Configuration ACK
19:18:08	02 Jan. PPP IPV6CP Receive Configuration Request
19:18:08	02 Jan. PPP IPV6CP Send Configuration Request
19:18:08	02 Jan. PPP IPCP Send Configuration Request
19:18:08	02 Jan. PPP: CHAP authentication succeeded
19:18:08	02 Jan. PPP CHAP Receive success : authentication successful
19:18:08	02 Jan. PPP CHAP Receive Challenge
19:18:08	02 Jan. PPP: LCP up
19:18:08	02 Jan. PPP LCP Receive Configuration ACK
19:18:08	02 Jan. PPP LCP Send Configuration ACK
19:18:08	02 Jan. PPP LCP Receive Configuration Request
19:18:08	02 Jan. PPP LCP Send Configuration Request
19:18:08	02 Jan. PPP: Received PADS
19:18:08	02 Jan. PPP: Sending PADR
19:18:08	02 Jan. PPP: Received PADO
19:18:08	02 Jan. PPP: Sending PADI
19:18:03	02 Jan. PPP: Sending PADI
19:17:58	02 Jan. PPP: Sending PADI
19:17:53	02 Jan. PPP: Sending PADI
19:17:50	02 Jan. DSL Link Up: Down Rate=71651kbps
19:17:48	02 Jan. PPP: Sending PADI
19:17:42	02 Jan. PPP: Starting PPP daemon
19:17:42	02 Jan. WAN Auto-sensing detected port DSL WAN
19:17:28	02 Jan. SIP WAN DOWN
19:17:19	02 Jan. SIP WAN DOWN
19:17:19	02 Jan. TLS 0 Close
19:17:19	02 Jan. WAN Sensing Auto sensing Complete
19:17:19	02 Jan. WAN Sensing Auto sensing Running
19:17:18	02 Jan. WAN Sensing Auto sensing Complete
19:17:18	02 Jan. WAN Sensing Auto sensing Running
19:17:17	02 Jan. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
19:17:16	02 Jan. PPP: Stopped PPP daemon(0
19:17:16	02 Jan. PPP LCP Send Termination Request (User request)
19:17:16	02 Jan. PPP: IPCP down
19:17:16	02 Jan. PPP: LCP down

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

marklong — Mon, 02 Jan 2023 19:28:47 GMT

The Hub is just disconnecting, not rebooting.

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

marklong — Mon, 02 Jan 2023 19:29:53 GMT

Margin is jumping around the place..

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

Keith_Beddoe — Mon, 02 Jan 2023 19:33:00 GMT

High resistance fault?

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

marklong — Mon, 02 Jan 2023 19:47:43 GMT

@Keith_Beddoe Forgive my ignorance, but should I ask BT if that's what it could be?

One other thing worth mentioning, The telegraph pole that feeds my line was replaced in August, with a new ASN for the City Fibre connection. So on the pole, the BT box on onside where my cable connects, and City Fibre ASN on the other side of the pole. They actually replaced the Pole, so guessing reattached the BT box

Then all of a sudden I get these drops from September onwards. Coincidence?

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

Anonymous — Mon, 02 Jan 2023 19:48:06 GMT

It would be good to hear from someone with more knowledge, but it seems odd that with that many disconnections, DLM hasn't reduced the sync speed trying to get a stable connection? That would have me looking at something interfering with the router rather than a line fault. When you swapped the router, did you also swap the PSU & DSL cable?

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

marklong — Mon, 02 Jan 2023 19:52:14 GMT

New PSU cable but same DSL cable with the RJ11 connector.
Again, not an expert, but you may be right. I keep getting synced at full speed 70/20mbps, and when connected all the Margin, attentuation looks good.

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

marklong — Mon, 02 Jan 2023 19:53:28 GMT

So only thing I have not tried is replacing that RJ11 DSL cable.

I think it's a coincidence with the telegraph pole, Because it's progressively been getting worse.

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

Keith_Beddoe — Mon, 02 Jan 2023 20:12:59 GMT

I have flagged this thread to a moderator, to see if they can ask Openreach to do an SFI (Special Fault Investigation).

It would be worth disconnecting every device from the home hub, and see if the hub lights still change colour.

As for the RJ11 lead, both ends should have an intact retaining clip, and be pushed fully in until it clicks into place. It should not be possible to pull the lead out without releasing the clip.

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

RobbieMac — Tue, 03 Jan 2023 08:44:21 GMT

Hi @marklong

Welcome to the BT Community and thank you for posting!

I am sorry for the broadband problems you've been experiencing recently. I can understand the annoyance from the broadband dropping out when you're trying to use the service.

We'll be able to give you a hand with this. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

DavidM — Tue, 03 Jan 2023 16:11:01 GMT

Thanks for sending over the details @marklong .

Let me know how the engineer visit goes.

Cheers

David

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

marklong — Tue, 03 Jan 2023 17:07:33 GMT

Thanks, will do

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

marklong — Sat, 07 Jan 2023 09:57:06 GMT

Hi Guys,

Good news, finally after 4months and 4 engineers, the problem has been identified and fixed.

Hats off to this engineer who actually decided to try identify the issue instead of running a few checks and saying 'all is fine'.

At the top of the telegraph pole, my copper wire was corroded and barely hanging on.

Thanks

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

DavidM — Sat, 07 Jan 2023 10:08:30 GMT

Thanks for letting us know this is sorted @marklong .

It's great to see a good result in the end.

Cheers

David

Re: Broadband Drops 30+ Times per day, multiple engineer visits please help

licquorice — Sat, 07 Jan 2023 10:12:35 GMT

@marklong wrote:

Hi Guys,

Good news, finally after 4months and 4 engineers, the problem has been identified and fixed.

Hats off to this engineer who actually decided to try identify the issue instead of running a few checks and saying 'all is fine'.

At the top of the telegraph pole, my copper wire was corroded and barely hanging on.

Thanks

That should have been the first thing the first 'engineer' should have checked! They all seem to rely on 'tests' these days rather than physical observation and nous (a rare commodity). Guess you finally got an old school engineer.