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Message 1 of 9

BT Broadband ADSL keeps dropping even after attempted fix - Need assistance.

Hi,

Since 29 October when I reported a fault of my broadband connection keeps dropping, I have had ongoing problems were this issue keeps reoccurring. An initial online chat they sent me a new broadband router as my old one was outdated. But the dropping of the broadband connection kept happening.

On the second online chat with support, they said that they reset my line after testing it and advised to wait for a few days for the phone line to settle and the problems should go away with the new smart router which is a BT Hub 6.

However after a few days the issue kept occurring so on the third online chat with support they reported after testing my line that there was a fault on my line outside the house. They said that engineers would be sent out to fix the problem on the line.  They also said that I would be compensated from when the fault occurred which was on 29 October.  I kept a record of the online chats with technical support.

I got an email notification of the fault and it showed that the fault would be fixed by 7 November. However, since then the issue has reoccurred several times where the broadband connection keeps dropping.  Granted the issue is a bit better where it does not drop off as frequently but it is still unreliable.

After 7 November it was fine for a few days but then the issue came back and started reoccurring randomly. I was notified that we would be informed when the issue was fixed but this has not happened also as of today (18 November) I have noticed the fault as been closed stating that on 13 November I had reported to BT that the fault is now fixed. However, this is not correct, I have never contacted BT to notify that the issue has resolved.  BT has never contacted me to confirm if the issue was resolved.

Can anyone help? Fault and line number can be given.

Thanks.

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Message 2 of 9

Re: BT Broadband ADSL keeps dropping even after attempted fix - Need assistance.

@aph353 

This is a customer to customer help forum so please do not post any personal information here.

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

I am surprised BT sent out a home hub 6, as the home hub 4 is best suited to an ADSL connection.

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Message 3 of 9

Re: BT Broadband ADSL keeps dropping even after attempted fix - Need assistance.

Hi @aph353 welcome to the forum and sorry that the fault with your broadband is still happening. Have you checked for noise as suggested by @Keith_Beddoe as that could be the cause of the drops.

How often is the broadband connection dropping? and are the drops on devices connected via ethernet?

Post back and let us know and we'll be happy to help you further.

Cheers
John

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Beginner
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Message 4 of 9

Re: BT Broadband ADSL keeps dropping even after attempted fix - Need assistance.

Thank you for your responses. The Hub is definitely a Hub 6 and I checked the settings this morning. I did a quiet line test on the number you provided and there was no noise - it was just quiet.

I also did a factory reset today inside the Hub settings. I noticed it has done a firmware update today after the reset. Is there any way of checking how many times it drops in a 24 period? The connection has dropped a couple of times since the reset within a 10 minute period.

I do have an ethernet cable connected to the TV for watching BBC iPlayer and Netflix.  The broadband connection still drops even with the ethernet cable connected. Even if the ethernet cable is unplugged from the hub it still drops.

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Message 5 of 9

Re: BT Broadband ADSL keeps dropping even after attempted fix - Need assistance.

can you post hub stats  advanced settings then technical log information

if you go to the logs then do search for WAN that should show drops in connection provided no factory reset

have you tried using the test socket with a filter to see if that helps your stability  you should try this even if you currently have a filtered master socket



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Message 6 of 9

Re: BT Broadband ADSL keeps dropping even after attempted fix - Need assistance.

Have you tried using the test socket to eliminate any internal wiring issues?

What does your phone master socket look like?

clipboard_image_2.jpeg

Or

clipboard_image_3.jpeg

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Message 7 of 9

Re: BT Broadband ADSL keeps dropping even after attempted fix - Need assistance.

Phone master socket looks like number 1.

I will get the logs to you -  but having problem right now where accessing the routers admin page keeps failing where when I enter the IP address for the router in the browser it keeps hanging. It also keeps dropping the broadband connection as well then reconnecting for a short while.

For the past 48 hours everything has been fine but now it has starting acting up again.

I have bought a BT Hub 4 cheap on ebay and when I get it I will test if it makes a difference since what I have read is that the Hub 4 is better optimised for long ADSL lines and mine is very far away from the exchange. That the Hub 6 can be unstable for long ADSL lines.

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Message 8 of 9

Re: BT Broadband ADSL keeps dropping even after attempted fix - Need assistance.


@aph353 wrote:

Phone master socket looks like number 1.

 


Then please connect things up as shown below, and see if it still keep dropping.

adsl_test.jpg

If you have any extension wiring, it must be connected to that bottom section as shown below.

Extension wiringExtension wiring

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Message 9 of 9

Re: BT Broadband ADSL keeps dropping even after attempted fix - Need assistance.

Thank you for your response on testing instructions on the master socket.  I have also edit my previous response above with extra information.

Here are my event logs searching on WAN - this goes back from 18 Nov. to 20 Nov.  Everything was good on the 19th. It dropped on the 18 Nov. and then didn't drop again until the 20th - and then started dropping a lot.

I am not sure if there is anything in these logs that will help?

20:36:29, 20 Nov.

:WAN: SENSING AUTO ADSL

20:35:57, 20 Nov.

atm0.35:connection ATM_TV connected

20:35:57, 20 Nov.

atm0.38:connection ATM_DATA connected

20:35:57, 20 Nov.

dsl:ADSL link Up: Down Rate=2156Kbps, Up Rate=1032Kbps, SNR Margin Down=18.00dB, SNR Margin Up=9.20dB

20:35:44, 20 Nov.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

20:35:39, 20 Nov.

:connection ATM_TV disconnected.[ERROR_NO_CARRIER]

20:35:35, 20 Nov.

dsl:ADSL Link Down: duration was 663 seconds

20:24:55, 20 Nov.

:WAN: SENSING AUTO ADSL

20:24:31, 20 Nov.

atm0.35:connection ATM_TV connected

20:24:31, 20 Nov.

atm0.38:connection ATM_DATA connected

20:24:31, 20 Nov.

dsl:ADSL link Up: Down Rate=2240Kbps, Up Rate=1032Kbps, SNR Margin Down=18.00dB, SNR Margin Up=9.30dB

20:24:19, 20 Nov.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

20:24:14, 20 Nov.

:connection ATM_TV disconnected.[ERROR_NO_CARRIER]

20:24:11, 20 Nov.

dsl:ADSL Link Down: duration was 129 seconds

20:22:13, 20 Nov.

:WAN: SENSING AUTO ADSL

-----------------------

05:47:20, 20 Nov.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

05:47:11, 20 Nov.

:connection ATM_TV disconnected.[ERROR_NO_CARRIER]

05:47:07, 20 Nov.

dsl:ADSL Link Down: duration was 489 seconds

05:39:10, 20 Nov.

:WAN: SENSING AUTO ADSL

05:38:59, 20 Nov.

atm0.35:connection ATM_TV connected

05:38:59, 20 Nov.

atm0.38:connection ATM_DATA connected

05:38:59, 20 Nov.

dsl:ADSL link Up: Down Rate=2304Kbps, Up Rate=1016Kbps, SNR Margin Down=17.00dB, SNR Margin Up=9.30dB

05:38:49, 20 Nov.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

05:38:43, 20 Nov.

:connection ATM_TV disconnected.[ERROR_NO_CARRIER]

05:38:42, 20 Nov.

dsl:ADSL Link Down: duration was 146 seconds

05:36:36, 20 Nov.

:WAN: SENSING AUTO ADSL

05:36:17, 20 Nov.

atm0.35:connection ATM_TV connected

05:36:17, 20 Nov.

atm0.38:connection ATM_DATA connected

05:36:17, 20 Nov.

dsl:ADSL link Up: Down Rate=2300Kbps, Up Rate=740Kbps, SNR Margin Down=9.00dB, SNR Margin Up=9.30dB

05:36:02, 20 Nov.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

05:35:57, 20 Nov.

:connection ATM_TV disconnected.[ERROR_NO_CARRIER]

05:35:54, 20 Nov.

dsl:ADSL Link Down: duration was 128252 seconds

17:58:43, 18 Nov.

:WAN: SENSING AUTO ADSL

17:58:24, 18 Nov.

atm0.35:connection ATM_TV connected

17:58:24, 18 Nov.

atm0.38:connection ATM_DATA connected

17:58:24, 18 Nov.

 

atm0.38:connection ATM_DATA connected

17:34:16, 18 Nov.

dsl:ADSL link Up: Down Rate=2368Kbps, Up Rate=1032Kbps, SNR Margin Down=18.00dB, SNR Margin Up=9.30dB

17:34:07, 18 Nov.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

17:34:02, 18 Nov.

:connection ATM_TV disconnected.[ERROR_NO_CARRIER]

17:33:59, 18 Nov.

dsl:ADSL Link Down: duration was 496 seconds

17:25:55, 18 Nov.

:WAN: SENSING AUTO ADSL

17:25:43, 18 Nov.

atm0.35:connection ATM_TV connected

17:25:43, 18 Nov.

atm0.38:connection ATM_DATA connected

 

17:25:22, 18 Nov.

dsl:ADSL Link Down: duration was 350 seconds

17:19:44, 18 Nov.

:WAN: SENSING AUTO ADSL

17:19:32, 18 Nov.

atm0.35:connection ATM_TV connected

17:19:32, 18 Nov.

atm0.38:connection ATM_DATA connected

17:19:31, 18 Nov.

dsl:ADSL link Up: Down Rate=2400Kbps, Up Rate=1028Kbps, SNR Margin Down=17.00dB, SNR Margin Up=9.30dB

17:19:20, 18 Nov.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

17:19:16, 18 Nov.

:connection ATM_TV disconnected.[ERROR_NO_CARRIER]

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