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EurIng
Contributor
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Message 1 of 42

Broadband keeps dropping out

My broadband connection keeps dropping out and re-connecting. It has been happening during the day and evening regularly for at least two weeks. Other residents in the area are having similar problems.

I've checked the 'broadband service status' for my area and all is showing ok, when clearly it is not.

 

How can I report this problem?

Is there a way of logging the connection status to prove the point to BT?

 

Any positive advice will be gratefully received.

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Distinguished Sage
Distinguished Sage
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Message 2 of 42

Re: Broadband keeps dropping out

Are there any exchange problems shown. http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

http://community.plus.net/exchange-information/

 

is there any noise on your line. Try dialling 17070 option 2. Should be quiet and best with corded phone. If cordless then dull hum norm.  Any noise then report a phone fault to 151



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EurIng
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Message 3 of 42

Re: Broadband keeps dropping out

Thanks for the reply.

Service outages for my local exchange are shown for 27/02/2015 - no other reported problems.

Quiet line test result was good.

Still does not explain the BB connection dropping out - is there a way for me to automatically log the BB performance?

 

How can I report BB connection problems to BT?

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Distinguished Sage
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Message 4 of 42

Re: Broadband keeps dropping out

all you can do is use the help line 0800 111 4567
Sprightly47
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Message 5 of 42

Re: Broadband keeps dropping out

I have the same issue as EurIng and have already been through all the recommended tests and checks. There is no problem with my wiring or set up. The issue is that every evening between about 20:00 and 22:30, both my laptop and my wife's table slow to a crawl or stop altogether, sometimes like tonight reporting that they have no internet connection, but all lights on the Hub 3 are blue and steady throughout, and the problem progressively resolves its self as 23:00 approaches. In addition, we randomly loose the Hub 3 connection and have to reset it, but this seems to be a separate problem that can happen any time of the day as well as sometimes in the evening.  BT does not acknowledge that there is a problem in our area, but some business users are now switching to Cotswold Wireless to keep their businesses up and running.  How can we domestic users put pressure on BT to sort the problem out? Line speeds are good, data throughput is rubbish, and not what I'm paying for. This is a persistent issue that has been causing problems for well over a year now. Any positive advice welcome.

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Distinguished Sage
Distinguished Sage
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Message 6 of 42

Re: Broadband keeps dropping out


@Sprightly47 wrote:

I have the same issue as EurIng and have already been through all the recommended tests and checks. There is no problem with my wiring or set up. The issue is that every evening between about 20:00 and 22:30, both my laptop and my wife's table slow to a crawl or stop altogether, sometimes like tonight reporting that they have no internet connection, but all lights on the Hub 3 are blue and steady throughout, and the problem progressively resolves its self as 23:00 approaches. In addition, we randomly loose the Hub 3 connection and have to reset it, but this seems to be a separate problem that can happen any time of the day as well as sometimes in the evening.  BT does not acknowledge that there is a problem in our area, but some business users are now switching to Cotswold Wireless to keep their businesses up and running.  How can we domestic users put pressure on BT to sort the problem out? Line speeds are good, data throughput is rubbish, and not what I'm paying for. This is a persistent issue that has been causing problems for well over a year now. Any positive advice welcome.


when you say you have an internet problem between 20.00/22.30 but the hub lights are blue did you check the hub stats to see it it reported that it was still connected to the internet?  If so then that suggests it is a wireless problem.  have you trued changing channell using something like inssider?



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Sprightly47
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Message 7 of 42

Re: Broadband keeps dropping out

Haven't checked the logs because I assumed that if the Internet light was blue and steady throughout there was a connection. I'll check them. As to the WiFi issue, as soon as the laptop starts to slow down, I take it to my study and plug it into ethernet just in case, but it makes no difference.

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Sprightly47
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Message 8 of 42

Re: Broadband keeps dropping out

Have just awoken laptop after about 45 mins sleep, and for about 4 minutes browser would not load pages, internet/WiFi icon showed no connection, but all lights on the Hub 3 were blue and steady. Checked the log but can't see anything obvious, but this is the kind of thing that has been happening preiodically to my laptop and my wife's android tablet, most commonly in the evening, and for longer than 3-4 minutes. Log from entering sleep to logging in to get it is attached.

Time and date	Message
14:35:42, 05 Mar.	(696604.690000) Admin login successful by 192.168.1.82 on HTTP
14:35:12, 05 Mar.	(696575.400000) Admin login FAILED by 192.168.1.82 on HTTP
14:34:11, 05 Mar.	(696513.940000) New GUI session from IP 192.168.1.82
14:30:57, 05 Mar.	(696320.480000) Lease for IP 192.168.1.66 renewed by host Chris-PC (MAC 00:24:d6:47:1a:02). Lease duration: 1440 min
14:30:57, 05 Mar.	(696320.480000) Device connected: Hostname: Chris-PC IP: 192.168.1.66 MAC: 00:24:d6:47:1a:02 Lease time: 1440 min. Link rate: 104.0 Mbps
14:30:57, 05 Mar.	(696320.460000) Lease requested
14:30:57, 05 Mar.	(696319.910000) Lease for IP 192.168.1.82 renewed by host Chris-PC (MAC 00:26:b9:0f:6a:a3). Lease duration: 1440 min
14:30:57, 05 Mar.	(696319.910000) Device connected: Hostname: Chris-PC IP: 192.168.1.82 MAC: 00:26:b9:0f:6a:a3 Lease time: 1440 min. Link rate: 100.0 Mbps
14:30:57, 05 Mar.	(696319.750000) Lease requested
14:30:56, 05 Mar.	OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.66]:50194->[212.4.153.164]:443 on ppp0)
14:30:56, 05 Mar.	ath0: STA 00:24:d6:47:1a:02 IEEE 802.11: Client associated
14:30:56, 05 Mar.	(696318.810000) Wire Lan Port 1 up
14:14:03, 05 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.73]:54097->[23.21.197.211]:443 on ppp0)
13:24:53, 05 Mar.	(692355.830000) Device disconnected: Hostname: Chris-PC IP: 192.168.1.66 MAC: 00:24:d6:47:1a:02

 

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Distinguished Sage
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Message 9 of 42

Re: Broadband keeps dropping out

there is nothing there showing a drop in internet connection

 

 

you can try downloading inssider3 (istumbler if MAC) and then run it. This will show the broadcasting networks round about you and their channels including your own. If you then enter your router and change your wireless channel to a free or less congested channel.

 

 

 

inssider3.1.2.1

 

I would also change lease time from 1 day to 21 days



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Sprightly47
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Message 10 of 42

Re: Broadband keeps dropping out

I'll try inssider3, but the problem today occurred whilst connected to the hub via Ethernet.
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