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JasonKirk2013
Aspiring Contributor
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Message 1 of 12

Frequently Dropping Broadband Connection- Amber and Purple Light flashing

Hi, This is my first post of this forum as it looks like a place I might get some help on the problem I have had for months, I will try to explain my problem as much as I can.

Well it started when I came back from my holiday around 5 months ago, never thought much of it until when I started to browse the net it would come up saying ssl error and take me to bt wizard sort of thing say Can't Connect To Broadband with the amber/purple light flashing. it is enough to boot me of everthing skype chat, xbox live browsing and is getting really annoying. there is no pattern when it does just complete randomess when it does do it.

I have been on the phone with bt several times with just no luck, i thought i got somewhere when they put we through to engineer department or whatever it was called and heard nothing since, i have changed the microfilters checked power cables, don't think it is the router really, i am just completly stuck on what is happening so any help would be amazing.

it is also showing this error in the event log which I don't have a clue what it means.

WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]

thanks for taking time to read this and I really hope you can help.

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Message 2 of 12

Re: Frequently Dropping Broadband Connection- Amber and Purple Light flashing

Hi JasonKirk2013,

 

Sorry to hear that your  having issues with your BT Retail services.

 

You will either be on the ADSLMax (upto 8mbps) service or if your exchange has been BTw 21cn upgraded you maybe on the ADSL2/2+ (upto 12/20mbps) service depending on your line quality and length.


However these upto speeds may not be the speeds you will get as ADSL broadband connections are very dependent on the distance from your property to the exchange and the quality of your line. The further away you are from your local exchange the slower your broadband speed will be.

To enable the community to help you please see the advice below:

Please see Keith's help guide here: Helping forum members to help you, it will go through some checks that are needed for us to help you.


A summary of the checks are:

1a) Is your router/Homehub connected by a BT NTE5 master socket, Adsl Filtered Master Socket or Extension Socket?   Please bear in mind that extension cables and extension sockets can reduce the broadband's performance. If you have an Old LJU master socket then please say.

1b) Have you tried the Test Socket? - if you have one.

2) Can you please run a BT speed test (including IP Profile) http://speedtest.btwholesale.com (not beta version)[Best done with a wired, Ethernet, connection] After Quick Test is done you need to click "Further Diagnostics" to get IP Profile.

3) is there any noise on your line. dial 17070 option2 ,called quite line test, from landline phone. should be silent but slight hum normal on cordless phone.

4) please post adsl line statistics 

 

5) does the distconnections happen when you use the landline phone?

ADSL Line Statistic Help:

 If you have a BT Home Hub like the one below...

 Then:

 1) Go to http://192.168.1.254 or http://bthomehub.home

 2) click Settings

 3) Click Advanced Settings

 4) Click Broadband

 5) Click Connection or sometimes called ADSL (see picture Below)

adslconnection.png

The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3.A firmware ending in 1.3)

or http://bthomehub.home/index.cgi?active_page=9118 (for bthomehub3.A firmware ending in 94.1.11)

 

You will need to copy and past all the adsl line statistics ( Including HEC, CRC and FEC errors). You may need to click " More Details"

 

 If you have a HomeHub 4 then the majority of the ADSL Stats shown in the previous Hubs will not be there.

for HH4 users you can go to hub manager then select troubleshooting then logs and are look for 2 entries together which will show theconnection speed and noise margin for when your HH4 last sycned with the exchange.

 

There are more useful links on Keith's website here: If you have an ADSL connection, please select this link

 

 

Don't have a BT Homehub/Voyager?

 http://192.168.0.1 for a netgear router and look for ADSL adsl statistics with information like noise margin and line attenuation, connection speed

• http://192.168.2.1 for a belkin router and look for ADSL adsl statistics with information like noise margin and line attenuation, Data Rate

 

 cheers


jac_95 | BT.com Help Site | BT Service Status
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JasonKirk2013
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Message 3 of 12

Re: Frequently Dropping Broadband Connection- Amber and Purple Light flashing

Thanks for the quick reply to my post!.

 

1. Yes i have and i still get the disconections 

2. http://gyazo.com/d5c77da4cdd37d3e2336af2d26098332- it is usually alot better than 7mb download and 0.3 upload.

3. silent

4. http://gyazo.com/c29575a678120a4676938ba27d406e3c

5. no just complete random.

 

I also have a bt home bub 3- type b router.

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Distinguished Sage
Distinguished Sage
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Message 4 of 12

Re: Frequently Dropping Broadband Connection- Amber and Purple Light flashing

are you currently conencted to the test socket?  if you have extension sockets have you removed the bellwire from terminal 3 in all sockets?

bellwire removal



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JasonKirk2013
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Message 5 of 12

Re: Frequently Dropping Broadband Connection- Amber and Purple Light flashing

Hi thanks for the reply, 

 

I have no extension sockets just the one and i am not connected to the test socket.

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JasonKirk2013
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Message 6 of 12

Re: Frequently Dropping Broadband Connection- Amber and Purple Light flashing

Do you think it is worth changing the adsl cable 

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Distinguished Sage
Distinguished Sage
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Message 7 of 12

Re: Frequently Dropping Broadband Connection- Amber and Purple Light flashing

I prefer an rj11 cable like this but if you are conencted to master and there are no other electrical sources likely to cause interference then maybe boy worth even though the cost is only a few £s

 

 

  belkin shielded rj11_.jpg



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JasonKirk2013
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Message 8 of 12

Re: Frequently Dropping Broadband Connection- Amber and Purple Light flashing

Hi, I read on another post about drop outs and somone mentioned a loss of PPP, If a look above the WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_NO_CARRIER] when I disconnect it also says this PPP LCP Send Termination Request, also here is a picture on gyazo of the event log when it dissconects, http://gyazo.com/c7aef079a06173a4411b045a4ab6a416.

Thanks for suggestion of the RJ11 cable just went and purchased one from amazon for a few pounds, it will do as a backup if its not the problem anyway :), thanks for taking to helping me try to fix this problem.

 

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Distinguished Sage
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Message 9 of 12

Re: Frequently Dropping Broadband Connection- Amber and Purple Light flashing

Does the connection drop when the phone is in use
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JasonKirk2013
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Message 10 of 12

Re: Frequently Dropping Broadband Connection- Amber and Purple Light flashing

No, its just random disconects 

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