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Beginner
Posts: 4
Registered: ‎02-01-2012
0

Internet connection keeps dropping

[ Edited ]

My Internet connection keeps dropping. Sometimes it drops after a couple of hours, sometimes after about 24 hours. After dropping the Internet, my BT HomeHub 2 usually reconnects within a few seconds, but sometimes it take a little longer.

 

To try to fix the problem I replaced my BT HomeHub 2 with a new BT HomeHub 2 (including replacing all cables and filter), but the problem continues. The HomeHub is plugged into the master BT socket. I have no other phone sockets in the house.

 

I had been using my old HomeHub for over a year without a problem. The problem of dropping the Internet connection started about a month ago. I have not installed any new hardware (eg new phones etc), so I suspect the problem lies with the BT line.

 

I've pasted my connection data from my BT HomeHub configuration screen below. Any suggestions?

 

Line state            Connected

Connection time              0 days, 0:00:43

Downstream      13,068 Kbps

Upstream            1,109 Kbps

 

VPI/VCI                0/38

Type      PPPoA

Modulation        ITU-T G.992.5

Latency type      Interleaved

Noise margin (Down/Up)             3.4 dB / 6.2 dB

Line attenuation (Down/Up)      33.5 dB / 17.2 dB

Output power (Down/Up)           0.0 dBm / 12.6 dBm

Loss of Framing (Local)  0

Loss of Signal (Local)       0

Loss of Power (Local)     0

FEC Errors (Down/Up)   94763 / 0

CRC Errors (Down/Up)   1 / 2147480000

HEC Errors (Down/Up)   nil / 12

Error Seconds (Local)      777

 

 

 

Distinguished Sage
Posts: 47,720
Registered: ‎21-06-2010

Re: Internet connection keeps dropping

Hi have you recently received an email from bt about an exchange update if you have then that could be the reason for the problem  as that would be a change to adsl2+ which is the up to 20mb service that is more noise aggresive than  the old up to8mb service  

post the full results from http://speedtester.bt.com/
Have you tried connecting to the test socket at the rear of the master socket Test Socket.jpg

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
also you could try the hints given by poster RogerB in this link they may help http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397

Then someone here may be able to help and offer more advice.


This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side If the the reply answers your

If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’
Beginner
Posts: 4
Registered: ‎02-01-2012
0

Re: Internet connection keeps dropping

Hi John46, thanks for the reply. Re your questions:

 

"have you recently received an email from bt about an exchange update"

 

I don't recall receiving an email from BT. However as my download speed is currently approx 13mb and has been for months, I assume I'm already on the "up to 20mb service".

 

"Have you tried the quiet line test? - dial 17070 option 2"

 

I tried this and the line was quiet.

 

"you could try the hints given by poster RogerB"

 

I have moved my BT cordless phone to another power socket (it was previoulsy sharing a double power socket with BT HomeHub router). The cordless phone is also situated about 7 feet from router. However, as I've used this cordless phone for years with no internet issues, I think it unlikely that the cordless phone is the problem.

 

I use a Devolo HomePlug AV (dLAN 200 AV) power line networking connection to share the internet connection to far end of my house. But as I've been using this for a couple of years with no issues, I do not believe this is the cause of the problem.

 

"results from http://speedtester.bt.com/"

 

 Download speed achieved during the test was - 12357 Kbps
 For your connection, the acceptable range of speeds is 4000-21000 Kbps.
 Additional Information:
 Your DSL Connection Rate :15275 Kbps(DOWN-STREAM), 1106 Kbps(UP-STREAM)
 IP Profile for your line is - 13476 Kbps


>Upload speed achieved during the test was - 897 Kbps
 Additional Information:
 Upstream Rate IP profile on your line is - 1106 Kbps

I phoned BT customer support this morning. I spoke to a guy in India who ran some kind of line test. During the test my internet connection went down temporarily - when it came back up I notice that the download speed had improved. The guy from BT said he'd call me back in a couple of days to see if the problem was fixed.


Distinguished Sage
Posts: 47,720
Registered: ‎21-06-2010

Re: Internet connection keeps dropping

hi if the problem continues i suggest you contact the forum mods and ask them to check your connection they are UK based BT specialists who are far better than the help line they have access to all parts of BT and will take personal ownership of the problem until it is resolved this is a link to them however once you have contacted them leave the help line alone as they only cause confusion http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours

They are a UK based BT specialist team who have a good record at getting problems solved
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’
Beginner
Posts: 4
Registered: ‎02-01-2012
0

Re: Internet connection keeps dropping

After my last post my internet connection went down again so I phoned BT again and they escalated the issue. They said an engineer would investigate the issue and phone me back by tomorrow morning first thing. If the engineer fails to fix the issue by tomorrow, I'll contact the forum mods using the link you provided. Thanks again for your help

Distinguished Sage
Posts: 47,720
Registered: ‎21-06-2010
0

Re: Internet connection keeps dropping

once you contact the mods please avoid the help line as this can cause confusion you are better of dealing with the mods
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’
Beginner
Posts: 4
Registered: ‎02-01-2012
0

Re: Internet connection keeps dropping

Got a call from BT engineer this morning stating that they had carried out work on line and that problem should now be fixed. However, the problem persists, so  have referred it to the forum mods.

Beginner
Posts: 3
Registered: ‎07-01-2012
0

Re: Internet connection keeps dropping

[ Edited ]

Have the same problem here - seems to be dropping every 10 to 12 hours. Have been on the phone numerous times to the "help" team in India but still the problem persists.

 

I will try emailing bt support...but not holding my breath...

Distinguished Sage
Posts: 47,720
Registered: ‎21-06-2010
0

Re: Internet connection keeps dropping

[ Edited ]

MartynS1  Before you email the forum mods   you  really should try the following you may be able to solve the problem your self 

If you post the full stats from your router
For homehub – type 192.168.1.254 into your browser
Navigate to ADSL Settings or use the A-Z at the top right of the home page and scroll down to ADSL Settings and click on it

Click on More Details and then post the full results.
also post the full results from http://speedtester.bt.com/
Have you tried connecting to the test socket at the rear of the master socket Test Socket.jpg

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
also you could try the hints given by poster RogerB in this link they may help http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397

Then someone here may be able to help and offer more advice.


This is a customer to customer self help forum the only BT presence here are the forum moderators

If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’