This topic

DSL link keeps disconnecting

Burnedrope — Thu, 19 Dec 2024 09:39:52 GMT

For the past 6-7 weeks or so I've experienced a much higher than usual amount of network drops.

Prior to this my router/network would have an uptime of 14 days or more before it rebooted which is something I think is fairly typical with BT. It almost always happened at night so really it was of no inconvenience.

I had been using a third-party router pretty much from the start of my contract with BT but after 2 weeks of these disconnects cropping up, when it became clear something weird was going on, I put the BT-supplied homehub router back, but saw no noticeable improvement.

Upon checking the logs these are being recorded as "DSL Link Down" events. I've texted the diagnostics bot numerous times but it just says my network connection is performing well and asks if I want to refresh my connection.

(I've pasted entries from the log .csv file showing the number of network disconnects - it's not terminal but compared to my previous experience it is a marked change. You can ignore the one on 14th Dec as that is when the router took a firmware update)

I have a contract which provides me with an EE broadband backup device but, to be quite honest with you, the network disconnect usually sorts itself out by the time the EE backup kicks into gear. Obviously much more suited as an option for longer downtimes.

I'm reluctant to call BT support/arrange an engineer visit since they'll be rushed off their feet over the next few weeks what with Xmas/NYE and my issue is not life or death so I'd rather not burden them with my issue until the new year period is over.

Is there anything I could do in the meantime? I'm more than happy to buy a new RJ11 if any of you think that would help. What about the master socket? Is that something I can/should replace?

Technical details from my router:

Product code:Hub
Serial number:+091298+2307005740
Firmware version:v0.44.00.04123-BT
Firmware updated:Sat Dec 14 06:36:37 2024
Board version:R01
GUI version:1.80 11_07_2023
DSL uptime:0 days,00 Hours23 Mins03 Secs
Data rate:7.492 Mbps / 40 Mbps
Maximum data rate:7.492 Mbps / 43.692 Mbps
Full Fibre (FTTP) Mode:On
Noise margin:6.0 / 7.3
Line attenuation:11.1 / 25.4
Signal attenuation:11.1 / 34.9
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:2.7 MB Uploaded / 16.8 MB Downloaded
Broadband username:bthomehub@btbroadband.com
Public Wi-fi status:Not active
Wireless security:WPA2
Wireless mode:Mode 1
Firewall:On
MAC address:04:70:*********
Software variant:-
Boot loader: 0.1.7-BT (Thu Nov 30 09:45:22 2017)

Example of frequency and time of disconnects:

21:13:52	17 Dec. DSL Link Down: duration was 10948 seconds
18:08:37	17 Dec. DSL Link Down: duration was 175439 seconds
17:22:28	15 Dec. DSL Link Down: duration was 65469 seconds
23:08:41	14 Dec. DSL Link Down: duration was 58688 seconds
23:09:02	13 Dec. DSL Link Down: duration was 12644 seconds
19:23:44	13 Dec. DSL Link Down: duration was 59944 seconds
02:40:46	13 Dec. DSL Link Down: duration was 471146 seconds
15:46:11	07 Dec. DSL Link Down: duration was 226 seconds
15:40:15	07 Dec. DSL Link Down: duration was 81126 seconds
17:05:43	06 Dec. DSL Link Down: duration was 249310 seconds
19:47:49	03 Dec. DSL Link Down: duration was 38271 seconds
09:02:52	03 Dec. DSL Link Down: duration was 119833 seconds
23:00:43	01 Dec. DSL Link Down: duration was 18686 seconds
17:44:47	01 Dec. DSL Link Down: duration was 209337 seconds
07:33:40	29 Nov. DSL Link Down: duration was 20500 seconds
01:49:28	29 Nov. DSL Link Down: duration was 893877 seconds
17:22:48	18 Nov. DSL Link Down: duration was 89504 seconds
16:28:49	17 Nov. DSL Link Down: duration was 163543 seconds
19:00:17	15 Nov. DSL Link Down: duration was 92517 seconds
17:15:10	14 Nov. DSL Link Down: duration was 93534 seconds

[mod edit: personal info removed]

Re: DSL link keeps disconnecting

Ali_A — Fri, 20 Dec 2024 10:21:29 GMT

Hi @Burnedrope

Welcome to the Community!

I notice you're getting your broadband through Full Fibre (FTTP - Fibre to the Premises), so you'll have an Optical Network Terminal (ONT) in your home to set up your hub, instead of a normal master socket.

Have you tried resetting this at all?

Ali

Re: DSL link keeps disconnecting

licquorice — Fri, 20 Dec 2024 11:13:49 GMT

@Ali_A although FTTP mode is set to 'on' @Burnedrope has FTTC as can be seen from the DSL stats posted.

FTTP mode simply changes Port4 from LAN to WAN, it doesn't inhibit the DSL port for FTTC connections.

An engineer visit is required to investigate the disconnections.

Re: DSL link keeps disconnecting

iniltous — Fri, 20 Dec 2024 11:20:01 GMT

The OP isn’t on FTTP , they have DSL ( VDSL/FTTC ) they just have the WAN port enabled , so the 4th Ethernet port has been set to WAN by switching the router to ‘full fibre mode’ , it’s not necessary, the OP could deselect the full fibre mode switch and make the 4th position back to LAN , but if it’s not used it’s irrelevant, if they have something in the 4th Ethernet slot they need to deselect full fibre mode or move the device to another Ethernet port

Re: DSL link keeps disconnecting

licquorice — Fri, 20 Dec 2024 11:16:48 GMT

@Burnedrope have you tried connecting directly to the test socket behind the removable faceplate if the master socket to eliminate your internal wiring?

Re: DSL link keeps disconnecting

Ali_A — Fri, 20 Dec 2024 11:17:27 GMT

Good spot @licquorice.

@Burnedrope did you notice if this issue with dropouts began after any particularly poor weather?

Ali

Re: DSL link keeps disconnecting

Burnedrope — Fri, 20 Dec 2024 12:40:07 GMT

I'll test that over the weekend

Re: DSL link keeps disconnecting

Burnedrope — Fri, 20 Dec 2024 12:41:08 GMT

Hard to say really, we've had a fair few storms over the intervening period. There's nothing disrupting any external wiring such as tree branches etc.

Re: DSL link keeps disconnecting

Burnedrope — Sat, 01 Feb 2025 19:25:44 GMT

It's been really bad this last week. At least 2 dsl link drops per day. I think I need to bite the bullet and ring the support team 😞

Re: DSL link keeps disconnecting

Burnedrope — Thu, 06 Feb 2025 22:02:49 GMT

Of course as soon as I post here it becomes stable again. Also noticed a big bump in up and down speeds. Never seen it so close to 40 before 🤔 Wonder if that was related to my sketchy performance? Stuff getting upgraded/improved down the line?

Re: DSL link keeps disconnecting

Burnedrope — Fri, 07 Feb 2025 19:02:30 GMT

poke too soon. Almost dead on midnight last night the dsl dropped and my router stays on a red light for at least 30 mins. Even more anoyingly the EE mobile broadband backup service didn't kick in either.

Re: DSL link keeps disconnecting

Christopher_G — Sat, 08 Feb 2025 09:15:25 GMT

Sorry to hear that, @Burnedrope

I suggest speaking with our technical support team. They'll be able to check everything from our end and book an engineer visit for you, if needed.

Chris

Re: DSL link keeps disconnecting

Burnedrope — Tue, 18 Feb 2025 15:02:13 GMT

Couple of updates

I spoke to one of the tech support guys on Friday. He discovered that my bthomehub router was misconfigured. Apparently it was sent out in ADSL mode instead of VDSL. Once he made that change and the router reboot I definitely felt like something had changed - websites loaded much more quickly.

Not sure how to describe it because the reported speeds were the same but it felt like my internet was coming through in multiple routes rather than through just one route? Like the whole page would be there rather than loading in bits and bobs. Maybe I was just imagining it!

Anyway he also arranged for a engineer visit. The engineer has just been. He wasn't sure why he'd been called out because he only dealt with physical outages. He connected to my router and did some checks etc and he also replaced my very old master socket. But he showed me a graph showing a lot of grey bars which apparently reflected an ongoing repeated series of outages around the area which indicates it's more likely to be an issue at the cabinet. He also said that our dial tone seems quiet which can point to an issue up the line too.

I've got to give it a week and, if no improvement, ring tech support again and see if openreach can visit the cabinet,

Re: DSL link keeps disconnecting

licquorice — Tue, 18 Feb 2025 15:10:02 GMT

Total nonsense the 'tech support' spun you. The hub is auto sensing between ADSL and VDSL and not user configurable. Besides which, if it was incorrect it wouldn't work at all.

Re: DSL link keeps disconnecting

Burnedrope — Tue, 18 Feb 2025 16:02:18 GMT

Well I fell for it 😭I didn't even question it!