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Message 1 of 3

Connection drops

Hi All,


I've been reading through the forums - and I've recently experienced a slice of Support from BT on a separate subject which wasn't overly positive, so I thought I'd try an alternative and use the forums. 


I'm a BT Broadband subscriber and I work from home a lot. I have a HomeHub3 and I use multiple devices over Wireless to connect to the Hub and gain access to the internet. None of that is overly speciial I'd imagine. I do use a VPN to connect to my corporate network which is maybe somewhat unusual (according to some of the responses on the forums - yes I've checked through .. :)). 


The timing varies, but roughly every 15 to 30 minutes or so, my Nortel VPN Contivity connection dies. At best it's annoying ... and I've been getting more annoyed as time goes on. Reconnecting the VPN client is an option and it's fairly quick, but the annoyance factor is getting higher. To verify if it was a wireless issue with my laptop connecting to my hub, I decided to perform a simple ping test from my desktop, whilst continuing to work on my laptop. Sure enough, every time I got disconnected from my VPN client I could see a huge jump in round trip times for my ping of an internet site. Normal response rate was around 110ms, the response time would jump to over 1800-2100ms in some circumstances. Often, it would simply lose the packet and timeout. during these connection blips the VPN client obviously got a bit twisted and dumped the connection. Example ping output looks like this :

Reply from bytes=32 time=129ms TTL=51
Reply from bytes=32 time=134ms TTL=51
Reply from bytes=32 time=1530ms TTL=51
Reply from bytes=32 time=133ms TTL=51
Reply from bytes=32 time=127ms TTL=51
Reply from bytes=32 time=127ms TTL=51
Reply from bytes=32 time=1592ms TTL=51
Reply from bytes=32 time=131ms TTL=51
Reply from bytes=32 time=126ms TTL=51
Reply from bytes=32 time=1866ms TTL=51
Reply from bytes=32 time=145ms TTL=51
Reply from bytes=32 time=127ms TTL=51


It goes in threes ... so whenever there's a blip, it jumps three times during the course of the cycle, where the pings are fired every second. As I mentioned, there are a few simple request timeouts too ... 


Both laptop and Desktop are connected wirelessly to the hub and both are a maximum of about a meter away from the  hub .... on the same desk as the PCs. I will be trying a direct ethernet connection to the Desktop shortly to see if there's the same issue / linkage between VPN drops and the ping latency, but I'll need to let you know in a bit on that front. 


So - I've checked the hub cabling etc. the 'Broadband connection' statistics indicate that the router has (in theory) maintained the connection all the way through the blips - even the timeouts. Connection time is current 21 hours plus ... I've been working from home all day and been booted from my VPN about 20 times. 


Ideas / thoeries / routes for further investigations anyone?


Neil H

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Distinguished Sage
Message 2 of 3

Re: Connection drops

Hi Welcome to the forums

Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted

once you have posted the information asked for then the community members can help you more

Thank You

This is a customer to customer self help forum the only BT presence here are the forum moderators

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Message 3 of 3

Re: Connection drops

Hi - thanks for the response, just managing to wrap around after collecting the information.. Here it is ... 


ADSL Line Status

Connection Information

Line state:


Connection time:

0 days, 18:49:13


3.523 Mbps


1.004 Mbps


ADSL Settings






G.992.3 Annex A

Latency type:


Noise margin (Down/Up):

6.0 dB / 6.1 dB

Line attenuation (Down/Up):

43.6 dB / 24.9 dB

Output power (Down/Up):

19.3 dBm / 12.7 dBm

FEC Events (Down/Up):

9429644 / 6638

CRC Events (Down/Up):

20722 / 520

Loss of Framing (Local/Remote):

0 / 0

Loss of Signal (Local/Remote):

0 / 0

Loss of Power (Local/Remote):

0 / 0

HEC Events (Down/Up):

235237 / 2273

Error Seconds (Local/Remote):

3638 / 136



 Best Effort Test:  -provides background information.


Download  Speed


3.32 Mbps





0 Mbps

4 Mbps
Max Achievable Speed


 Download speedachieved during the test was - 3.32 Mbps
 For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
 IP Profile for your line is - 3.18 Mbps

2. Upstream Test:  -provides background information.


Upload Speed


0.8 Mbps





0 Mbps

0.83 Mbps
Max Achievable Speed


Upload speed achieved during the test was - 0.8Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 0.83 Mbps


I've also got a Master socket, but it's not similar at all to either of the two face plates listed. I'll take a picture and post it here too .. 


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