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tomatojuice
Beginner
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Message 1 of 9

Broadband keeps dropping out but BT Troubleshooter shows no faults...

Evening, here's a brain teaser for you (at least, it feels that way to me!)

Short story: Broadband keeps dropping out, but the BT Troubleshooter shows no faults, so it won't let me book an engineer. 

Long version: I'm 1.3KM from my roadside cab. This cab is missing one of it's doors and is usually full of leaves, rain and a big mess of cables...

I was on a FTTC connection (12Mbps down, 1Mbps up) but the stability was very poor and I couldn't connect to video conferincing calls or Teamviewer, so I downgraded to the standard copper connection. This has proved to be slightly slower, but a lot more stable over the distance. I now get 8Mbps download, and 0.54Mbps upload, it's been slow but I can just about hold a call or a Teamviewer session (but not both!).

Over the past few weeks my connection started dropping out for a couple of mins once or twice a day. The HH5 lights cycle through red and orange and it finally connects up again without help. It's getting worse and worse now, and it now drops out for 5-20 mins at a time, and this occurs circa 10 times per day.

Just to add to the mix, I'm now working from home full time and doing volenteer IT Support for a local school, and have two children at online school...

The incoming line goes to the master socket only, there's no extensions and no internal phone wiring. Master socket is right by the door, and is a Master Socket 5C that was replaced 8 months ago. I've plugged into the test point but it makes no difference. I've rebooted the router, left it off overnight, factory reset it. My laptop is cabled straight in with a Cat6 lead.

When I run the BT Troubleshooter it shows as no fault, even if the HH5 is flashing red for the full duration of the test. So, I can't book an engineer test and my phonecalls go unanswered (TBH after an hour on hold I gave up).

This is truly the long version!

What can be done?

 

 

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8 REPLIES 8
tomatojuice
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Message 2 of 9

Re: Broadband keeps dropping out but BT Troubleshooter shows no faults...

Just adding in router stats in case it helps:

00:06:12, 07 Jan.             ( 2210.570000) Admin login successful by 192.168.1.81 on HTTP

00:05:25, 07 Jan.             ( 2164.200000) New GUI session from IP 192.168.1.81

00:05:09, 07 Jan.             ( 2148.290000) Lease for IP 192.168.1.81 renewed by host DESKTOP-​45TAPMV (MAC 54:8d:5a:97:38:9e). Lease duration: 1440 min

00:05:09, 07 Jan.             ( 2148.280000) Device connected: Hostname: DESKTOP-​45TAPMV IP: 192.168.1.81 MAC: 54:8d:5a:97:38:9e Lease time: 1440 min. Link rate: 866.6 Mbps

00:05:09, 07 Jan.             ( 2148.190000) Lease requested

00:05:09, 07 Jan.             ath10: STA 54:8d:5a:97:38:9e IEEE 802.11: Client associated

23:57:14, 06 Jan.             IN: BLOCK [16] Remote administration (TCP [198.143.155.122]:37468-​>[86.135.65.227]:8080 on ppp0)

23:52:30, 06 Jan.             IN: BLOCK [16] Remote administration (TCP [142.114.98.22]:51627-​>[86.135.65.227]:80 on ppp0)

23:51:54, 06 Jan.             IN: BLOCK [16] Remote administration (TCP [93.174.93.218]:59374-​>[86.135.65.227]:8080 on ppp0)

23:48:16, 06 Jan.             IN: BLOCK [16] Remote administration (TCP [27.102.134.114]:56246-​>[86.135.65.227]:80 on ppp0)

23:47:59, 06 Jan.             IN: BLOCK [16] Remote administration (TCP [112.91.109.103]:51199-​>[86.135.65.227]:22 on ppp0)

23:37:59, 06 Jan.             IN: BLOCK [16] Remote administration (TCP [164.68.112.178]:54405-​>[86.135.65.227]:22 on ppp0)

23:34:14, 06 Jan.             IN: BLOCK [15] Default policy (TCP [195.54.161.122]:54362-​>[86.135.65.227]:4400 on ppp0)

23:34:12, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.52]:57155-​>[86.135.65.227]:44854 on ppp0)

23:34:07, 06 Jan.             IN: BLOCK [15] Default policy (TCP [195.54.161.122]:54362-​>[86.135.65.227]:8800 on ppp0)

23:34:04, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.179]:57879-​>[86.135.65.227]:52073 on ppp0)

23:33:58, 06 Jan.             IN: BLOCK [15] Default policy (TCP [78.128.113.42]:50239-​>[86.135.65.227]:8146 on ppp0)

23:33:39, 06 Jan.             BLOCKED 1 more packets (because of Default policy)

23:33:38, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.24]:58678-​>[86.135.65.227]:21104 on ppp0)

23:33:32, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.171]:43692-​>[86.135.65.227]:60116 on ppp0)

23:33:30, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.80]:57356-​>[86.135.65.227]:49299 on ppp0)

23:33:29, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.80]:57356-​>[86.135.65.227]:48091 on ppp0)

23:33:14, 06 Jan.             IN: BLOCK [15] Default policy (TCP [167.248.133.84]:39316-​>[86.135.65.227]:46000 on ppp0)

23:33:07, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.179]:57879-​>[86.135.65.227]:51033 on ppp0)

23:33:04, 06 Jan.             ( 222.770000) CWMP: session closed due to error: Timeout

23:33:04, 06 Jan.             IN: BLOCK [15] Default policy (TCP [199.117.180.44]:443-​>[86.135.65.227]:43507 on ppp0)

23:33:03, 06 Jan.             IN: BLOCK [15] Default policy (TCP [194.26.25.13]:49669-​>[86.135.65.227]:3577 on ppp0)

23:33:02, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.12]:52860-​>[86.135.65.227]:52815 on ppp0)

23:33:00, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.81]:41966-​>[86.135.65.227]:7078 on ppp0)

23:32:59, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.122]:53785-​>[86.135.65.227]:22144 on ppp0)

23:32:55, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.125.65.61]:40140-​>[86.135.65.227]:1400 on ppp0)

23:32:54, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.174]:57974-​>[86.135.65.227]:58308 on ppp0)

23:32:50, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.121]:57202-​>[86.135.65.227]:46363 on ppp0)

23:32:34, 06 Jan.             ( 192.440000) CWMP: Set Parameter by TR069 failure 9007: Unable to activate 5GHz capability when 2.4GHz is inactive

23:32:33, 06 Jan.             ( 191.920000) CWMP: HTTP authentication success from https://pbthdm.bt.mo

23:32:29, 06 Jan.             ( 188.130000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

23:32:29, 06 Jan.             ( 188.120000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'

23:32:29, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.171]:43692-​>[86.135.65.227]:62465 on ppp0)

23:32:15, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.52]:57155-​>[86.135.65.227]:44882 on ppp0)

23:32:09, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.129.33.176]:57913-​>[86.135.65.227]:54986 on ppp0)

23:32:00, 06 Jan.             BLOCKED 2 more packets (because of Default policy)

23:31:59, 06 Jan.             ( 157.490000) CWMP: session closed due to error: WGET TLS error

23:31:58, 06 Jan.             IN: BLOCK [15] Default policy (TCP [92.63.197.88]:54314-​>[86.135.65.227]:41544 on ppp0)

23:31:57, 06 Jan.             ( 155.350000) NTP synchronization success!

23:31:56, 06 Jan.             IN: BLOCK [15] Default policy (TCP [45.155.205.23]:42073-​>[86.135.65.227]:26066 on ppp0)

23:31:53, 06 Jan.             ( 151.490000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

23:31:53, 06 Jan.             ( 151.480000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'

23:31:52, 06 Jan.             ( 150.310000) NTP synchronization start

23:31:51, 06 Jan.             ( 149.480000) WAN operating mode is ADSL

23:31:51, 06 Jan.             ( 149.480000) Last WAN operating mode was ADSL

23:31:50, 06 Jan.             ( 148.500000) PPP IPCP Receive Configuration ACK

23:31:50, 06 Jan.             ( 148.480000) PPP IPCP Send Configuration Request

23:31:50, 06 Jan.             ( 148.470000) PPP IPCP Receive Configuration NAK

23:31:50, 06 Jan.             ( 148.460000) PPP IPCP Send Configuration ACK

23:31:50, 06 Jan.             ( 148.460000) PPP IPCP Receive Configuration Request

23:31:50, 06 Jan.             ( 148.440000) PPP IPCP Send Configuration Request

23:31:48, 06 Jan.             ( 147.100000) PPPoA is up -​ VPI: 0, VCI: 38 Down Rate=10624Kbps, Up Rate=576Kbps; SNR Margin Down=6.6dB, Up=6.0dB

23:31:48, 06 Jan.             ( 147.090000) CHAP authentication successful

23:31:48, 06 Jan.             ( 146.870000) CHAP Receive Challenge

23:31:48, 06 Jan.             ( 146.870000) Starting CHAP authentication with peer

23:31:48, 06 Jan.             ( 146.870000) PPP LCP Receive Configuration ACK

23:31:48, 06 Jan.             ( 146.840000) PPP LCP Send Configuration Request

23:31:48, 06 Jan.             ( 146.840000) PPP LCP Receive Configuration Reject

23:31:48, 06 Jan.             ( 146.840000) PPP LCP Send Configuration ACK

23:31:48, 06 Jan.             ( 146.840000) PPP LCP Receive Configuration Request

23:31:48, 06 Jan.             ( 146.760000) PPP LCP Send Configuration Request

23:31:43, 06 Jan.             ( 141.830000) ETHoA is up -​ VPI: 0, VCI: 35 Down Rate=10624Kbps, Up Rate=576Kbps; SNR Margin Down=6.0dB, Up=6.0dB

23:31:43, 06 Jan.             ( 141.830000) ATM over DSL is up

23:30:58, 06 Jan.             ( 96.930000) CWMP: Initializing transaction for event code 4 VALUE CHANGE

23:30:52, 06 Jan.             ( 90.400000) CWMP: session closed due to error: Could not resolve host

23:30:49, 06 Jan.             ( 87.680000) ATM over DSL is down after 0 minutes uptime

23:30:48, 06 Jan.             ( 86.500000) ETHoA is down after 0 minutes uptime

23:30:45, 06 Jan.             ( 83.400000) ETHoA is up -​ VPI: 0, VCI: 35 Down Rate=0Kbps, Up Rate=0Kbps; SNR Margin Down=0.0dB, Up=0.0dB

23:30:45, 06 Jan.             ( 83.400000) ATM over DSL is up

23:30:40, 06 Jan.             ( 79.230000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

23:30:40, 06 Jan.             ( 79.210000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'

23:30:11, 06 Jan.             ( 49.770000) Lease for IP 192.168.1.64 renewed by host BRW4023439CE04C (MAC 40:23:43:9c:e0:4c). Lease duration: 1440 min

23:30:11, 06 Jan.             ( 49.770000) Device connected: Hostname: BRW4023439CE04C IP: 192.168.1.64 MAC: 40:23:43:9c:e0:4c Lease time: 1440 min. Link rate: 52.0 Mbps

23:30:11, 06 Jan.             ( 49.700000) Lease requested

23:30:10, 06 Jan.             ( 48.440000) CWMP: session closed due to error: Could not resolve host

23:30:10, 06 Jan.             ath00: STA 40:23:43:9c:e0:4c IEEE 802.11: Client associated

23:30:05, 06 Jan.             STP Alert: Port eth0 leaving blocking state.

23:30:01, 06 Jan.             ( 40.210000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

23:30:01, 06 Jan.             ( 40.200000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'

23:30:01, 06 Jan.             ( 39.530000) CWMP: Initializing transaction for event code 1 BOOT

23:29:59, 06 Jan.             ( 37.970000) WiFi auto selected channel 48

23:29:59, 06 Jan.             ( 37.970000) 36-​94::40-​93::44-​93::48-​93::52-​91::56-​92::60-​92::64-​91::100-​91::104-​93::108-​94::112-​94::116-​95::120-​96::124-​97::128-​97

23:29:59, 06 Jan.             ( 37.960000) 5 GHz Wireless: Rescan, Reason: 'Power-​up'

23:29:59, 06 Jan.             ( 37.960000) WiFi auto selected channel 11

23:29:59, 06 Jan.             ( 37.960000) 1-​96::2-​96::3-​96::4-​96::5-​96::6-​97::7-​98::8-​99::9-​98::10-​98::11-​98::12-​97::13-​98

23:29:59, 06 Jan.             ( 37.960000) 2.4 GHz Wireless: Rescan, Reason: 'Power-​up'

23:29:58, 06 Jan.             ( 37.160000) WAN Auto-​sensing running.

23:29:53, 06 Jan.             ( 31.840000) System up, firmware version: 4.7.5.1.83.8.264 (Type A)

23:29:50, 06 Jan.             ( 28.890000) WPA2 mode selected

23:29:50, 06 Jan.             ( 28.890000) WPS disabled

23:29:48, 06 Jan.             ( 26.850000) WPA2 mode selected

23:29:48, 06 Jan.             ( 26.850000) WPS disabled

23:29:39, 06 Jan.             ( 18.210000) System start

23:28:54, 06 Jan.             ( 2483.320000) The system is going DOWN for reboot.

23:28:54, 06 Jan.             ( 2483.320000) OpenRG is going for reboot by IPC command

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,640 Views
Message 3 of 9

Re: Broadband keeps dropping out but BT Troubleshooter shows no faults...


@tomatojuice wrote:

 

Long version: I'm 1.3KM from my roadside cab. This cab is missing one of it's doors and is usually full of leaves, rain and a big mess of cables...


Report this to Openreach

https://www.openreach.com/help-and-support/damage-health-and-safety

As for the broadband fault, how many times have you reported it to BT?

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tomatojuice
Beginner
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Message 4 of 9

Re: Broadband keeps dropping out but BT Troubleshooter shows no faults...

Keith,

Will report the damage to OR, thanks.

I've reported this to BT 8 or 10 times, each time they say that there's no fault (even if the router is down for the entire duration of their tests!) 

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imjolly
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Message 5 of 9

Re: Broadband keeps dropping out but BT Troubleshooter shows no faults...

when you connected to test socket did you check for line noise by dialing 17070 option 2 - should be silent and best with corded phone



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
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RobbieMac
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Message 6 of 9

Re: Broadband keeps dropping out but BT Troubleshooter shows no faults...

Hi @tomatojuice 

Welcome to the BT Community and thanks for your post!

I'm sorry that you're experiencing disconnections with your broadband service.  With the lights changing on the Hub that does indicate the broadband itself dropping off and I am disappointed that you've had to contact us so many times and you're no further forward.

You can get in touch with us and we'll give you a hand.  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

Cheers,

Robbie

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tomatojuice
Beginner
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Message 7 of 9

Re: Broadband keeps dropping out but BT Troubleshooter shows no faults...

Yes, quiet line test has a slight hum on it, but no crackling. I'll do a few more tests - intermittent faults are the worst to find!

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tomatojuice
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Message 8 of 9

Re: Broadband keeps dropping out but BT Troubleshooter shows no faults...

Thanks Robbie. I've just had a call back from BT (hooray!) Fortunately it dropped while we were on the call. The adviser told me that it's showing as a complete drop 51 times yesterday, and 30 times the day before. I've got an engineer booked for Tuesday 12th, fingers crossed it drops out while they are here!
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RobbieMac
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Message 9 of 9

Re: Broadband keeps dropping out but BT Troubleshooter shows no faults...


@tomatojuice wrote:
Thanks Robbie. I've just had a call back from BT (hooray!) Fortunately it dropped while we were on the call. The adviser told me that it's showing as a complete drop 51 times yesterday, and 30 times the day before. I've got an engineer booked for Tuesday 12th, fingers crossed it drops out while they are here!

51 times in one day 😮  That's definitely not right!

I'm pleased my colleague has arranged for an engineer to take a look at this for you.  Keep us posted how things go after next Tuesday following the engineer's visit.

Cheers,

Robbie

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