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shimmerless
Beginner
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Message 1 of 4

Connection dropping every ~5 minutes

Hi ---

 

Starting to lose patience with this service. BT's customer support is completely non-existent (I wouldn't even know where to begin) and there is pretty much nothing I can do at this point other than pay for a horrible, nigh-useless net connection.

 

Beginning a few days ago we started having connection problems. Eventually two days ago our entire connection went offline permanently. Calling the service status number, it said we were having problems in our area (Newcastle) so that's alright. However BT has now claimed this problem has been solved and yet our connection is worse than ever. It permanently drops (occasionally the hub will hard restart as well) every five minutes or so.


We are already plugged into the test socket and running on a Homehub 2.0.

 

Best,

 

- S

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 4

Re: Connection dropping every ~5 minutes

check you exchange and see if anything listed  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

 

if nothing please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run  btspeedtester  (MAC users may have problems). when first test completes then run diagnostic test and post the results .


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

Someone may then be able to offer help/assistance/suggestions to your problem

 

 

 

 



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shimmerless
Beginner
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Message 3 of 4

Re: Connection dropping every ~5 minutes

Hi Imjolly ---

 

Tried the quiet line test, must admit I was surprised at just how clear and silent it was. There also doesn't appear to be any latent connectivity issues in our area according to BT.

 

BT Speed Tester was 11.0M down and 0.9M up.

 

Here's the latest ADSL page settings:

 

ADSL line status
Connection Information
Line stateConnected
Connection time0 days, 00:54:41
Downstream12,932 Kbps
Upstream1,119 Kbps
 
ADSL Settings
VPI/VCI0/38
TypePPPoA
ModulationG.992.5 Annex A
Latency typeFast
Noise margin (Down/Up)8.5 dB / 5.8 dB
Line attenuation (Down/Up)31.9 dB / 15.3 dB
Output power (Down/Up)19.4 dBm / 1.7 dBm
Loss of Framing (Local/Remote)0 / 0
Loss of Signal (Local/Remote)0 / 0
Loss of Power (Local/Remote)0 / 0
FEC Errors (Down/Up)0 / 0
CRC Errors (Down/Up)269 / 1
HEC Errors (Down/Up)3190 / 0
Error Seconds (Local/Remote)84 / 1

 

Any help/time is much appreciated but I must admit I don't have high hopes at the min.

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Distinguished Sage
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Message 4 of 4

Re: Connection dropping every ~5 minutes

your noise margin is higher than normal 6db but if it is resetting as often as you say I would have expected it to be far higher.  as connection time only 54min you cannot get an idea of how bad the errors are and really need you to try and stay connected and post new stats tonight with longer connection time which will give better idea of errors

 

is low conenction time dur to router resetting or manual reset?

 

this is from CL Keith's help pages  http://forumhelp.dyndns.info/hardware/hh2/hh2_issues.html



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