cancel
Showing results for 
Search instead for 
Did you mean: 
Svenatenien
Beginner
539 Views
Message 1 of 17

Broadband unusable since Friday

Hello

Sorry my first post is asking for help with the service.

 

I have had BT broadband for a few years. It has always been OK in the past, but this weekend it has become unacceptably slow.

I did the BT speedtest. It failed about fifteen times before starting to work.
Output was this:

 

Best Effort Test: 

Download Speed : 0.22 Mbps


Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.
 

I dialled for a quiet line test. It seemed a little crackly, although I was using a cordless phone.

 

1. Product name:	BT Home Hub 3.0B
2. Serial number:	+058721+112710JTFF
3. Firmware version:	V100R001C01B036SP05_L_B. Last updated 19/11/13
4. Board version:	VER.D
5. ADSL uptime:	0 day, 14:17:39
6. Bandwidth:	448/8128
7. Data sent/received:	35138708/75343706
8. Broadband username:	bthomehub@btbroadband.com
9. BT FON:	Yes
10. Wireless network/SSID:	BTHub3-5G8X
11. Wireless connections:	Enabled (b/g/n, 20M, WPS Enabled)
12. Wireless security:	WPA and WPA2
13. Wireless channel:	Automatic/1
14. Firewall:	Default
15. MAC Address:	04:C0:6F:E4:B7:CA
16. VPI/VCI:	0/38
17. Line profile:	Fast
18. Software variant:	05_L_B
19. Boot loader:	1.0.37-106.5
Software version V100R001C01B036SP05_L_B | Time & date 08:12 02/11/2015 

Please help! We really need this to get on with work today.

0 Ratings
Reply
16 REPLIES 16
Distinguished Sage
Distinguished Sage
534 Views
Message 2 of 17

Re: Broadband unusable since Friday

There should be no crackle, as that will affect your broadband connection. You may have a high resistance connection.

 

Try ringing your phone number from a mobile, and let it ring your home phone for about 20 seconds before you answer it.

That can quite often clear a high resistance connection.

 

See if the crackilng noise then stops.

 

Can you also visit this page, and display all of the connection details including the extra readings which show the errors.

 

http://bt.custhelp.com/app/answers/detail/a_id/32209

 


Could you please post the results from the BT Speedtester, including the further diagnostics.

Do not restart the home hub.
 
BT Wholesale Speedtester
 
Thanks

0 Ratings
Reply
Distinguished Sage
Distinguished Sage
523 Views
Message 3 of 17

Re: Broadband unusable since Friday

are you using the test socket with new filter to connect hub and try quiet line test?  test socket.jpg



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.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
Svenatenien
Beginner
518 Views
Message 4 of 17

Re: Broadband unusable since Friday

I don't have a fast enough connection to watch those videos. I will post what I can see though.

 

Information for helpdesk agents:

 

1. Product name:	BT Home Hub 3.0B
2. Serial number:	+058721+112710JTFF
3. Firmware version:	V100R001C01B036SP05_L_B. Last updated 19/11/13
4. Board version:	VER.D
5. ADSL uptime:	0 day, 17:05:58
6. Bandwidth:	448/8128
7. Data sent/received:	42765544/97583800
8. Broadband username:	bthomehub@btbroadband.com
9. BT FON:	Yes
10. Wireless network/SSID:	BTHub3-5G8X
11. Wireless connections:	Enabled (b/g/n, 20M, WPS Enabled)
12. Wireless security:	WPA and WPA2
13. Wireless channel:	Automatic/1
14. Firewall:	Default
15. MAC Address:	04:C0:6F:E4:B7:CA
16. VPI/VCI:	0/38
17. Line profile:	Fast
18. Software variant:	05_L_B
19. Boot loader:	1.0.37-106.5

 

Event log

 

  10:53:48,02 Nov.	HTTP User admin login from 192.168.1.68 successfully.
  10:51:20,02 Nov.	Client associated: IP 192.168.1.79, MAC 64:5A:04:81:E7:C0, host Trinitywills, Link Rate 5.5 Mbps
  10:51:09,02 Nov.	Client disassociated: IP 192.168.1.79, MAC 64:5A:04:81:E7:C0, host Trinitywills, Reason Code 4
  10:51:04,02 Nov.	DHCP Lease issued for IP 192.168.1.79 to host Trinitywills (MAC 64:5A:04:81:E7:C0), duration: 1 day
  10:51:04,02 Nov.	Receive a DHCP request: 192.168.1.79, 64:5A:04:81:E7:C0.
  10:50:53,02 Nov.	Client associated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Link Rate 11.0 Mbps
  10:50:53,02 Nov.	DHCP Lease issued for IP 192.168.1.68 to host (MAC AC:B5:7D:07:EF:31), duration: 1 day
  10:50:53,02 Nov.	Receive a DHCP request: 192.168.1.68, AC:B5:7D:07:EF:31.
  10:25:24,02 Nov.	Client associated: IP 192.168.1.79, MAC 64:5A:04:81:E7:C0, host Trinitywills, Link Rate 13.0 Mbps
  10:25:12,02 Nov.	Client disassociated: IP 192.168.1.79, MAC 64:5A:04:81:E7:C0, host Trinitywills, Reason Code 4
  10:09:40,02 Nov.	DHCP Lease issued for IP 192.168.1.79 to host Trinitywills (MAC 64:5A:04:81:E7:C0), duration: 1 day
  10:09:40,02 Nov.	Receive a DHCP request: 192.168.1.79, 64:5A:04:81:E7:C0.
  10:05:26,02 Nov.	Possible PS or DA. src=212.47.244.194 DST=86.142.78.173 LEN=40 TOS=0x00 PREC=0x00 TTL=239 ID=32502 PROTO=TCP SPT=58639 DPT=21320 WINDOW=1024 RES=0x00 SYN URGP=0
  09:15:53,02 Nov.	Client disassociated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Reason Code 4
  08:33:20,02 Nov.	HTTP User Basic login from 192.168.1.68 successfully.
  08:32:12,02 Nov.	DHCP Lease issued for IP 192.168.1.68 to host (MAC AC:B5:7D:07:EF:31), duration: 1 day
  08:32:12,02 Nov.	Receive a DHCP request: 192.168.1.68, AC:B5:7D:07:EF:31.
  08:32:09,02 Nov.	Client associated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Link Rate 11.0 Mbps
  08:27:58,02 Nov.	Client disassociated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Reason Code 3
  08:06:00,02 Nov.	HTTP User admin login from 192.168.1.68 successfully.
  08:05:53,02 Nov.	HTTP User Basic login from 192.168.1.68 successfully.
  07:59:54,02 Nov.	DHCP Lease renewed for IP 192.168.1.93 to host BRN001BA9963AB2 (MAC 00:1B:A9:96:3A:B2), duration: 1 day
  07:59:54,02 Nov.	Receive a DHCP request: 192.168.1.93, 00:1B:A9:96:3A:B2.
  07:51:57,02 Nov.	Client associated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Link Rate 11.0 Mbps
  07:51:57,02 Nov.	DHCP Lease issued for IP 192.168.1.68 to host (MAC AC:B5:7D:07:EF:31), duration: 1 day
  07:51:57,02 Nov.	Receive a DHCP request: 192.168.1.68, AC:B5:7D:07:EF:31.
  07:17:56,02 Nov.	Client associated: IP 192.168.1.79, MAC 64:5A:04:81:E7:C0, host Trinitywills, Link Rate 19.5 Mbps
  07:17:45,02 Nov.	Client disassociated: IP 192.168.1.79, MAC 64:5A:04:81:E7:C0, host Trinitywills, Reason Code 4
  07:00:56,02 Nov.	DHCP Lease issued for IP 192.168.1.79 to host Trinitywills (MAC 64:5A:04:81:E7:C0), duration: 1 day
  07:00:56,02 Nov.	Receive a DHCP request: 192.168.1.79, 64:5A:04:81:E7:C0.
  07:00:54,02 Nov.	Client associated: IP 192.168.1.87, MAC 98:FF:D0:A9:63:87, host android-6ed2dee759f224b9, Link Rate 65.0 Mbps
  07:00:54,02 Nov.	Client associated: IP 192.168.1.79, MAC 64:5A:04:81:E7:C0, host Trinitywills, Link Rate 1.0 Mbps
  07:00:53,02 Nov.	DHCP Lease issued for IP 192.168.1.87 to host android-6ed2dee759f224b9 (MAC 98:FF:D0:A9:63:87), duration: 1 day
  07:00:53,02 Nov.	Receive a DHCP request: 192.168.1.87, 98:FF:D0:A9:63:87.
  07:00:36,02 Nov.	Hub Enter Normal Mode.
  07:00:35,02 Nov.	WiFi auto selected 20M channel 1 (Restart)
  07:00:35,02 Nov.	1-84, 0::2-85, 0::3-84, 0::4-84, 0::5-83, 0::6-84, 1::7-84, 0::8-84, 0::9-84, 0::10-63, 1::11-85, 1::12-85, 0::13-82, 0
  07:00:30,02 Nov.	WiFi Up
  07:00:29,02 Nov.	WiFi Down
  05:54:32,02 Nov.	Client disassociated: IP 192.168.1.79, MAC 64:5A:04:81:E7:C0, host Trinitywills, Reason Code 4
  03:31:48,02 Nov.	DHCP Lease renewed for IP 192.168.1.72 to host BlackDisk (MAC 00:90:A9:B7:DA:9C), duration: 1 day
  03:31:48,02 Nov.	Receive a DHCP request: 192.168.1.72, 00:90:A9:B7:DA:9C.
  02:00:34,02 Nov.	Possible PS or DA. src=212.47.254.233 DST=86.142.78.173 LEN=40 TOS=0x00 PREC=0x00 TTL=237 ID=33441 PROTO=TCP SPT=49252 DPT=21320 WINDOW=1024 RES=0x00 SYN URGP=0
  00:00:25,02 Nov.	Hub Enter Sleep Mode.
  00:00:25,02 Nov.	Client disassociated: IP 192.168.1.87, MAC 98:FF:D0:A9:63:87, host android-6ed2dee759f224b9, Reason Code 4
  00:00:25,02 Nov.	Client disassociated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Reason Code 4
  00:00:24,02 Nov.	WiFi Down
  23:17:12,01 Nov.	CWMP:GPV completed successfully
  23:17:10,01 Nov.	CWMP:session completed successfully
  23:17:09,01 Nov.	CWMP:session start now, server:https://pbthdm.bt.mo, Event code:, 6 CONNECTION REQUEST
  23:17:09,01 Nov.	HTTP authentication success from 64.186.182.xxx
  23:17:08,01 Nov.	HTTP authentication Fail from 64.186.182.xxx
  23:10:08,01 Nov.	Client associated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Link Rate 11.0 Mbps
  23:10:07,01 Nov.	DHCP Lease issued for IP 192.168.1.68 to host (MAC AC:B5:7D:07:EF:31), duration: 1 day
  23:10:07,01 Nov.	Receive a DHCP request: 192.168.1.68, AC:B5:7D:07:EF:31.
  22:30:05,01 Nov.	Client disassociated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Reason Code 3
  22:29:19,01 Nov.	Client associated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Link Rate 11.0 Mbps
  22:29:19,01 Nov.	DHCP Lease issued for IP 192.168.1.68 to host (MAC AC:B5:7D:07:EF:31), duration: 1 day
  22:29:19,01 Nov.	Receive a DHCP request: 192.168.1.68, AC:B5:7D:07:EF:31.
  22:25:31,01 Nov.	Client disassociated: IP 192.168.1.83, MAC 00:87:32:39:90:E6, host pugsley, Reason Code 3
  21:27:30,01 Nov.	Client associated: IP 192.168.1.83, MAC 00:87:32:39:90:E6, host pugsley, Link Rate 58.5 Mbps
  21:27:29,01 Nov.	DHCP Lease issued for IP 192.168.1.83 to host pugsley (MAC 00:87:32:39:90:E6), duration: 1 day
  21:27:29,01 Nov.	Receive a DHCP request: 192.168.1.83, 00:87:32:39:90:E6.
  20:49:04,01 Nov.	Client disassociated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Reason Code 4
  20:46:40,01 Nov.	DHCP Lease issued for IP 192.168.1.68 to host (MAC AC:B5:7D:07:EF:31), duration: 1 day
  20:46:40,01 Nov.	Receive a DHCP request: 192.168.1.68, AC:B5:7D:07:EF:31.
  20:46:37,01 Nov.	Client associated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Link Rate 11.0 Mbps
  20:44:04,01 Nov.	Client disassociated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Reason Code 4
  20:37:42,01 Nov.	Client disassociated: IP 192.168.1.85, MAC 90:68:C3:95:37:A5, host android-cbd5b3916383a81a, Reason Code 1
  20:36:47,01 Nov.	Client associated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Link Rate 11.0 Mbps
  20:36:47,01 Nov.	DHCP Lease issued for IP 192.168.1.68 to host (MAC AC:B5:7D:07:EF:31), duration: 1 day
  20:36:47,01 Nov.	Receive a DHCP request: 192.168.1.68, AC:B5:7D:07:EF:31.
  20:36:37,01 Nov.	Client disassociated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Reason Code 4
  20:35:31,01 Nov.	Client associated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Link Rate 11.0 Mbps
  20:35:31,01 Nov.	DHCP Lease issued for IP 192.168.1.68 to host (MAC AC:B5:7D:07:EF:31), duration: 1 day
  20:35:31,01 Nov.	Receive a DHCP request: 192.168.1.68, AC:B5:7D:07:EF:31.
  19:59:55,01 Nov.	DHCP Lease issued for IP 192.168.1.93 to host BRN001BA9963AB2 (MAC 00:1B:A9:96:3A:B2), duration: 1 day
  19:59:55,01 Nov.	Receive a DHCP request: 192.168.1.93, 00:1B:A9:96:3A:B2.
  19:59:44,01 Nov.	Receive a DHCP request: 192.168.1.93, 00:1B:A9:96:3A:B2.
  19:40:44,01 Nov.	Client associated: IP 192.168.1.79, MAC 64:5A:04:81:E7:C0, host Trinitywills, Link Rate 19.5 Mbps
  19:40:26,01 Nov.	Client disassociated: IP 192.168.1.79, MAC 64:5A:04:81:E7:C0, host Trinitywills, Reason Code 4
  19:32:18,01 Nov.	Client disassociated: IP 192.168.1.68, MAC AC:B5:7D:07:EF:31, host dhcpcd-6.8.2:Linux-3.8.11:x86_, Reason Code 3
  18:54:08,01 Nov.	DHCP Lease issued for IP 192.168.1.79 to host Trinitywills (MAC 64:5A:04:81:E7:C0), duration: 1 day
  18:54:08,01 Nov.	Receive a DHCP request: 192.168.1.79, 64:5A:04:81:E7:C0.
  18:54:07,01 Nov.	Client associated: IP 192.168.1.79, MAC 64:5A:04:81:E7:C0, host Trinitywills, Link Rate 58.5 Mbps
  18:53:55,01 Nov.	Client disassociated: IP 192.168.1.79, MAC 64:5A:04:81:E7:C0, host Trinitywills, Reason Code 4
  18:53:34,01 Nov.	DHCP Lease issued for IP 192.168.1.79 to host Trinitywills (MAC 64:5A:04:81:E7:C0), duration: 1 day
  18:53:34,01 Nov.	Receive a DHCP request: 192.168.1.79, 64:5A:04:81:E7:C0.
  18:36:49,01 Nov.	Client associated: IP 192.168.1.79, MAC 64:5A:04:81:E7:C0, host Trinitywills, Link Rate 1.0 Mbps
  18:36:29,01 Nov.	Client disassociated: IP 192.168.1.79, MAC 64:5A:04:81:E7:C0, host Trinitywills, Reason Code 4
  18:27:30,01 Nov.	CWMP:session completed successfully
  18:27:10,01 Nov.	CWMP:session start now, server:https://pbthdm.bt.mo, Event code:, 4 VALUE CHANGE, X_BT-COM_SAAF PassiveValueChange
  18:27:00,01 Nov.	CWMP:session connect host failed
  18:27:00,01 Nov.	CWMP:SSL certificate error.
  18:26:38,01 Nov.	CWMP:session start now, server:https://pbthdm.bt.mo, Event code:, 4 VALUE CHANGE, X_BT-COM_SAAF PassiveValueChange
  18:26:29,01 Nov.	CWMP:session connect host failed
  18:26:29,01 Nov.	CWMP:Http socket error.
  18:26:07,01 Nov.	CWMP:session start now, server:https://pbthdm.bt.mo, Event code:, 6 CONNECTION REQUEST, X_BT-COM_SAAF PassiveValueChange
  18:26:07,01 Nov.	HTTP authentication success from 64.186.182.xxx
  18:26:07,01 Nov.	HTTP authentication Fail from 64.186.182.xxx
 

Can't load the speedtester. It times out before it has finished.

0 Ratings
Reply
Distinguished Sage
Distinguished Sage
509 Views
Message 5 of 17

Re: Broadband unusable since Friday

Are you running the test using an Ethernet cable from the home hub to your computer?

 

0 Ratings
Reply
Svenatenien
Beginner
499 Views
Message 6 of 17

Re: Broadband unusable since Friday

The speed test didn't work plugged in or on ethernet through my old laptop. The incomplete results posted in my post at the top were with it connected with a wire but the support information was through my new laptop on wireless.

0 Ratings
Reply
Distinguished Sage
Distinguished Sage
492 Views
Message 7 of 17

Re: Broadband unusable since Friday

you have max connection speed for adslmax but really need btspeedtester diagnostic results to see profile and download speed.  It could just be a low profile causing the low download speed



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.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
Highlighted
Svenatenien
Beginner
491 Views
Message 8 of 17

Re: Broadband unusable since Friday

It doesn't load!

 

How do I resolve this? Is there an alternative?

0 Ratings
Reply
Distinguished Sage
484 Views
Message 9 of 17

Re: Broadband unusable since Friday

there is no alternative all you can do is try another browser and keep persisting with the test
0 Ratings
Reply
Svenatenien
Beginner
452 Views
Message 10 of 17

Re: Broadband unusable since Friday

Unusable internet and still the same message when I try and run the Speedtester. I have been doing this since Saturday and it is now Tuesday.

I have tried to complete the test on computers running Linux, Windows 10 and a Chromebook. Plugged in and wireless connected. I have used speedtest with Firefox, Chrome and Microsoft Edge.

Mods, can you please look into this for me? I know you are all overworked, but I depend on my Internet connection to get paid. I won't be able to cover my mortgage if this carries on for months, like I see it has for some people.

0 Ratings
Reply