cancel
Showing results for 
Search instead for 
Did you mean: 
geoffwhi
Aspiring Contributor
299 Views
Message 1 of 13

DSL line drop problems

I've had BT Broadband for about 2yrs with no problems,  then from the end of January I've had repeated line drops. 

 

The HH recovers sometimes straight away, sometimes after 2 to 5 drops in quick succession.  each time the line speed is good but the connection only lasts a day or so.

 

I logged a fault and had a engineer check the line - no fault found

I logged another fault and got the HH3 swapped for a HH4

I'm connected the HH to the test socket

I've replaced the filter

I've run it with no phone

 

And still after 6 weeks the same problem is there.  My conclusion is that it's somewhere upstream in the exchange as Ican't see what else I can do.

 

Any suggestions appreciated

 

13:55:01, 11 Mar.(169500.110000) WAN operating mode is DSL
13:55:01, 11 Mar.(169500.110000) Last WAN operating mode was DSL
13:55:01, 11 Mar.(169500.070000) PPPoA is up -​ VPI: 0, VCI:38
13:55:00, 11 Mar.(169499.160000) PPP IPCP Receive Configuration ACK
13:55:00, 11 Mar.(169499.140000) PPP IPCP Send Configuration Request
13:55:00, 11 Mar.(169499.140000) PPP IPCP Receive Configuration NAK
13:55:00, 11 Mar.(169499.120000) PPP IPCP Send Configuration ACK
13:55:00, 11 Mar.(169499.120000) PPP IPCP Receive Configuration Request
13:55:00, 11 Mar.(169499.120000) PPP IPCP Send Configuration Request
13:55:00, 11 Mar.(169499.120000) CHAP authentication successful
13:55:00, 11 Mar.(169498.950000) CHAP Receive Challenge
13:55:00, 11 Mar.(169498.950000) Starting CHAP authentication with peer
13:55:00, 11 Mar.(169498.950000) PPP LCP Receive Configuration ACK
13:55:00, 11 Mar.(169498.930000) PPP LCP Send Configuration Request
13:55:00, 11 Mar.(169498.930000) PPP LCP Receive Configuration Reject
13:55:00, 11 Mar.(169498.930000) PPP LCP Send Configuration ACK
13:55:00, 11 Mar.(169498.930000) PPP LCP Receive Configuration Request
13:55:00, 11 Mar.(169498.870000) PPP LCP Send Configuration Request
13:54:58, 11 Mar.(169496.840000) ETHoA is up -​ VPI: 0, VCI:35
13:54:58, 11 Mar.(169496.840000) DSL is up
13:54:56, 11 Mar.(169495.160000) DSL noise margin: 13.70 dB upstream, 6.10 dB downstream
13:54:55, 11 Mar.(169494.150000) DSL line rate: 888 Kbps upstream, 14336 Kbps downstream
13:54:07, 11 Mar.(169446.310000) DSL is down after 1 minutes uptime
13:54:07, 11 Mar.(169446.310000) ETHoA is down after 1 minutes uptime
13:54:07, 11 Mar.(169445.980000) PPPoA is down after 1 minutes uptime [Waiting for Underlying Connection (WAN DSL -​ Up)]
13:54:03, 11 Mar.(169441.910000) PPP LCP Send Termination Request [User request]
13:52:37, 11 Mar.(169356.700000) WAN operating mode is DSL
13:52:37, 11 Mar.(169356.700000) Last WAN operating mode was DSL
13:52:37, 11 Mar.(169356.660000) PPPoA is upPPPoA is up -​ VPI: 0, VCI:38
13:52:37, 11 Mar.(169355.770000) PPP IPCP Receive Configuration ACK
13:52:37, 11 Mar.(169355.740000) PPP IPCP Send Configuration Request
13:52:37, 11 Mar.(169355.740000) PPP IPCP Receive Configuration NAK
13:52:37, 11 Mar.(169355.720000) PPP IPCP Send Configuration ACK
13:52:37, 11 Mar.(169355.720000) PPP IPCP Receive Configuration Request
13:52:37, 11 Mar.(169355.720000) PPP IPCP Send Configuration Request
13:52:37, 11 Mar.(169355.720000) CHAP authentication successful
13:52:36, 11 Mar.(169355.570000) CHAP Receive Challenge
13:52:36, 11 Mar.(169355.570000) Starting CHAP authentication with peer
13:52:36, 11 Mar.(169355.570000) PPP LCP Receive Configuration ACK
13:52:36, 11 Mar.(169355.550000) PPP LCP Send Configuration Request
13:52:36, 11 Mar.(169355.540000) PPP LCP Receive Configuration Reject
13:52:36, 11 Mar.(169355.540000) PPP LCP Send Configuration ACK
13:52:36, 11 Mar.(169355.540000) PPP LCP Receive Configuration Request
13:52:36, 11 Mar.(169355.470000) PPP LCP Send Configuration Request
13:52:34, 11 Mar.(169353.360000) ETHoA is up -​ VPI: 0, VCI:35
13:52:34, 11 Mar.(169353.360000) DSL is up
13:52:33, 11 Mar.(169351.720000) DSL noise margin: 6.00 dB upstream, 5.00 dB downstream
13:52:30, 11 Mar.(169349.620000) DSL line rate: 552 Kbps upstream, 12886 Kbps downstream
13:51:43, 11 Mar.(169302.060000) DSL is down after 2 minutes uptime
13:51:43, 11 Mar.(169302.060000) ETHoA is down after 2 minutes uptime
13:51:43, 11 Mar.(169301.730000) PPPoA is down after 2 minutes uptime [Waiting for Underlying Connection (WAN DSL -​ Up)]
13:51:39, 11 Mar.(169297.710000) PPP LCP Send Termination Request [User request]
13:49:19, 11 Mar.(169158.430000) WAN operating mode is DSL
13:49:19, 11 Mar.(169158.430000) Last WAN operating mode was DSL
0 Ratings
Reply
12 REPLIES 12
Distinguished Sage
295 Views
Message 2 of 13

Re: DSL line drop problems

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more

if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream

Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators
0 Ratings
Reply
Distinguished Sage
Distinguished Sage
295 Views
Message 3 of 13

Re: DSL line drop problems

Were you having the same problem with the hh3?

 

try quiet line test. Dial 17070 option 2. Should be quiet 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.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
geoffwhi
Aspiring Contributor
290 Views
Message 4 of 13

Re: DSL line drop problems

Hi John there were two DSL noise levels in the log I posted:

 

This held

13:54:56, 11 Mar.(169495.160000) DSL noise margin: 13.70 dB upstream, 6.10 dB downstream
13:54:55, 11 Mar.(169494.150000) DSL line rate: 888 Kbps upstream, 14336 Kbps downstream

 

This caused a further immediate retrain

13:52:33, 11 Mar.(169351.720000) DSL noise margin: 6.00 dB upstream, 5.00 dB downstream
13:52:30, 11 Mar.(169349.620000) DSL line rate: 552 Kbps upstream, 12886 Kbps downstream

 

Ditto

13:49:14, 11 Mar.(169153.560000) DSL noise margin: 9.50 dB upstream, 6.00 dB downstream
13:49:13, 11 Mar.(169152.550000) DSL line rate: 888 Kbps upstream, 14336 Kbps downstream

 

0 Ratings
Reply
geoffwhi
Aspiring Contributor
287 Views
Message 5 of 13

Re: DSL line drop problems

Hi imjolly

 

the original HH3 and replacement HH4 behaved pretty welll the same.

 

The quiet line test was OK to me,  the BT engineer was happy with the line when he tested it.

0 Ratings
Reply
Distinguished Sage
Distinguished Sage
284 Views
Message 6 of 13

Re: DSL line drop problems

Are you still conneced to test socket with new filter?  All the extension sockets are 'dead'?



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
geoffwhi
Aspiring Contributor
283 Views
Message 7 of 13

Re: DSL line drop problems

Yes and yes.  The logs I pasted actually had no phone attached at all  Just test socket to filter to router.

 

The wiring was checked by the engineer on his visit (under the threat of a £128 charge).  The extension phone is wireless.

 

 

0 Ratings
Reply
geoffwhi
Aspiring Contributor
273 Views
Message 8 of 13

Re: DSL line drop problems

The noise margin does seem to change quite a bit between bounces but around 12db upstream seems to be where it has a chance of being stable for a while.

07:48:31, 13 Mar.(320308.370000) DSL noise margin: 11.80 dB upstream, 6.10 dB downstream
07:48:31, 13 Mar.(320307.460000) DSL line rate: 888 Kbps upstream, 14336 Kbps downstream
07:47:38, 13 Mar.(320255.080000) DSL is down after 0 minutes uptime
07:47:38, 13 Mar.(320255.080000) ETHoA is down after 0 minutes uptime
07:47:37, 13 Mar.(320254.170000) ETHoA is up -​ VPI: 0, VCI:35
07:47:37, 13 Mar.(320254.170000) DSL is up
07:47:36, 13 Mar.(320252.570000) DSL noise margin: 6.00 dB upstream, 4.20 dB downstream
07:47:32, 13 Mar.(320249.160000) DSL line rate: 472 Kbps upstream, 12050 Kbps downstream
07:46:44, 13 Mar.(320200.930000) DSL is down after 2511 minutes uptime
07:46:44, 13 Mar.(320200.930000) ETHoA is down after 2511 minutes uptime
07:46:44, 13 Mar.(320200.580000) PPPoA is down after 2511 minutes uptime [Waiting for Underlying Connection (WAN DSL -​ Up)]
07:46:40, 13 Mar.(320196.570000) PPP LCP Send Termination Request [User request]
13:55:01, 11 Mar.(169500.110000) WAN operating mode is DS

 

 

 

and

08:12:11, 13 Mar.(321727.820000) DSL is up
08:12:09, 13 Mar.(321726.180000) DSL noise margin: 12.30 dB upstream, 6.10 dB downstream
08:12:08, 13 Mar.(321725.060000) DSL line rate: 888 Kbps upstream, 14336 Kbps downstream
08:11:16, 13 Mar.(321672.920000) DSL is down after 0 minutes uptime
08:11:16, 13 Mar.(321672.920000) ETHoA is down after 0 minutes uptime
08:11:15, 13 Mar.(321672.010000) ETHoA is up -​ VPI: 0, VCI:35
08:11:15, 13 Mar.(321672.000000) DSL is up
08:11:14, 13 Mar.(321670.390000) DSL noise margin: 0.00 dB upstream, 0.00 dB downstream
08:11:13, 13 Mar.(321670.380000) DSL line rate: 0 Kbps upstream, 5335 Kbps downstream
08:10:22, 13 Mar.(321618.960000) DSL is down after 21 minutes uptime
08:10:22, 13 Mar.(321618.960000) ETHoA is down after 21 minutes uptime
08:10:22, 13 Mar.(321618.620000) PPPoA is down after 21 minutes uptime [Waiting for Underlying Connection (WAN DSL -​ Up)]
08:10:18, 13 Mar.(321614.610000) PPP LCP Send Termination Request [User request
0 Ratings
Reply
geoffwhi
Aspiring Contributor
267 Views
Message 9 of 13

Re: DSL line drop problems

I've just read this thread in the BT Infinity forum

https://community.bt.com/t5/BT-Infinity-Speed-Connection/PPP-LCP-Send-Termination-Request-User-reque...

 

It seems pretty much like what I see - but I can't really see an accepted answer other than it's probably a line fault.

 

As I've already had an engineer out to do a line test, are there different types of engineer they can send out to diagnose different sorts of line faults?

 

 

0 Ratings
Reply
Distinguished Sage
Distinguished Sage
260 Views
Message 10 of 13

Re: DSL line drop problems

we now seem to have covered everything you can do so see if mods can help  they will post a contact us link 




contact mods.jpg


After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/6 working days either by phone or email



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