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Dubstar
Aspiring Contributor
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Message 1 of 18

HH4 disconnects & slow internet

Hi everyone

 

new member here

 

I am having trouble with my connection and lack of internet speed.

 

i recently moved on 4th Dec, and was aware of the 10 day stabilization, however am still having problems, getting a speed of 1.3 or 1.44.image.jpeg

 

 

I have HH4 placed near the main front door which leads to the lounge. I get constant disconnections.. 

 

I have attached photos so you can see how the wiring is plugged. I was told I don't need any microfilters, but one was plugged in already when I moved into the house.

 

 

 

Please can anyone advise.

 

Thanks in advance

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SuperSajuuk
Aspiring Expert
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Message 2 of 18

Re: HH4 disconnects & slow internet

Please enter your phone number into the following checker and post the results. Don't forget that this is a publically viewable forum so do NOT include your phone number when you post the results: http://dslchecker.bt.com

 

As you have a HH4, you need to go to Troubleshooting -> Event Log -> WAN from the drop down. You are then looking for two lines close together showing last connection time, connection speed and noise margin. The stats required can be found at either http://192.168.1.254 or http://bthomehub.home

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Distinguished Sage
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Message 3 of 18

Re: HH4 disconnects & slow internet

 
 

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the adsl stats from your router if hub enter 192.168.1.254 in your browser and navigate to  HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin  can you also post stats from troubleshooting/helpdesk please   Then run  btspeedtester  (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).

have you tried removing the faceplate and connecting to the test socket which you will see  this will eliminate a problem with faceplate and also your internal wiring?

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

 

enter your phone number and post results  remember to delete number 
https://www.btwholesale.com/includes/adsl/main.html
Someone may then be able to offer help/assistance/suggestions to your problem

 

 

 

test socket.jpg

 


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Dubstar
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Message 4 of 18

Re: HH4 disconnects & slow internet

Thank you. I will get the requested info and respond back shortly.

 

I got the info from the phone line checker. Did the quiet line test, all fine. Will Get the relevent info from hub and check the test line also.

 

image.jpeg

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Dubstar
Aspiring Contributor
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Message 5 of 18

Re: HH4 disconnects & slow internet

Apologies for late response.Here is the event log

 

Time and date Message

15:59:32, 22 Dec.( 3557.470000) WAN operating mode is DSL
15:59:32, 22 Dec.( 3557.470000) Last WAN operating mode was DSL
15:59:32, 22 Dec.( 3557.450000) PPPoA is up -​ VPI: 0, VCI:38
15:59:32, 22 Dec.( 3557.440000) PPP IPCP Receive Configuration ACK
15:59:32, 22 Dec.( 3557.410000) PPP IPCP Send Configuration Request
15:59:32, 22 Dec.( 3557.410000) PPP IPCP Receive Configuration NAK
15:59:32, 22 Dec.( 3557.410000) PPP IPCP Send Configuration ACK
15:59:32, 22 Dec.( 3557.410000) PPP IPCP Receive Configuration Request
15:59:32, 22 Dec.( 3557.390000) PPP IPCP Send Configuration Request
15:59:32, 22 Dec.( 3557.390000) CHAP authentication successful
15:59:29, 22 Dec.( 3554.280000) CHAP Receive Challenge
15:59:29, 22 Dec.( 3554.280000) Starting CHAP authentication with peer
15:59:29, 22 Dec.( 3554.280000) PPP LCP Receive Configuration ACK
15:59:29, 22 Dec.( 3554.250000) PPP LCP Send Configuration Request
15:59:29, 22 Dec.( 3554.250000) PPP LCP Receive Configuration Reject
15:59:29, 22 Dec.( 3554.250000) PPP LCP Send Configuration ACK
15:59:29, 22 Dec.( 3554.250000) PPP LCP Receive Configuration Request
15:59:29, 22 Dec.( 3553.980000) PPP LCP Send Configuration Request
15:59:27, 22 Dec.( 3551.970000) DSL is up
15:59:26, 22 Dec.( 3551.770000) DSL noise margin: 9.00 dB upstream, 9.20 dB downstream
15:59:26, 22 Dec.( 3551.700000) DSL line rate: 448 Kbps upstream, 1408 Kbps downstream
15:58:55, 22 Dec.( 3520.040000) DSL is down after 57 minutes uptime
15:58:54, 22 Dec.( 3519.600000) PPPoA is down after 57 minutes uptime [Waiting for Underlying Connection (WAN DSL -​ Up)]
15:58:53, 22 Dec.( 3518.510000) PPP LCP Send Termination Request [User request]
15:01:22, 22 Dec.( 65.840000) WAN operating mode is DSL
15:01:21, 22 Dec.( 65.820000) PPPoA is up -​ VPI: 0, VCI:38
15:01:21, 22 Dec.( 65.810000) PPP IPCP Receive Configuration ACK
15:01:21, 22 Dec.( 65.780000) PPP IPCP Send Configuration Request
15:01:21, 22 Dec.( 65.780000) PPP IPCP Receive Configuration NAK
15:01:21, 22 Dec.( 65.780000) PPP IPCP Send Configuration ACK
15:01:21, 22 Dec.( 65.780000) PPP IPCP Receive Configuration Request
15:01:21, 22 Dec.( 65.760000) PPP IPCP Send Configuration Request
15:01:21, 22 Dec.( 65.760000) CHAP authentication successful
15:01:21, 22 Dec.( 65.670000) CHAP Receive Challenge
15:01:21, 22 Dec.( 65.670000) Starting CHAP authentication with peer
15:01:21, 22 Dec.( 65.670000) PPP LCP Receive Configuration ACK
15:01:21, 22 Dec.( 65.640000) PPP LCP Send Configuration Request
15:01:21, 22 Dec.( 65.640000) PPP LCP Receive Configuration Reject
15:01:21, 22 Dec.( 65.640000) PPP LCP Send Configuration ACK
15:01:21, 22 Dec.( 65.640000) PPP LCP Receive Configuration Request
15:01:21, 22 Dec.( 65.360000) PPP LCP Send Configuration Request
15:01:19, 22 Dec.( 63.350000) DSL is up
15:01:19, 22 Dec.( 63.160000) DSL noise margin: 10.00 dB upstream, 9.20 dB downstream
15:01:19, 22 Dec.( 63.090000) DSL line rate: 448 Kbps upstream, 1408 Kbps downstream
15:00:34, 22 Dec.( 17.880000) WAN Auto-​sensing running.
00:00:18, 01 Jan.( 18.590000) WAN Auto-​sensing running.

 

The test socket works fine

 

Hope someone can assist further.

 

I bought a new HH4 in hope that it would resolve the issue but nope nothing.

 

 

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Distinguished Sage
Distinguished Sage
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Message 6 of 18

Re: HH4 disconnects & slow internet

are you connected to test socket now with a new filter?  if so are all your other sockets 'dead' - no dialtone

 

can you run btspeedtester and then diagnostic test when first test completes and post results  must be done wired  don't reset hub before test

 

you have had at least 2 resets today - was that manual resets or router dropping conenction?



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Dubstar
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Message 7 of 18

Re: HH4 disconnects & slow internet

Am connected via ADSL 1.0 socket. No filters. I reset hub due to getting the disconnections. Speed test shows 1.20mbps upload speed 0.37mbps

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Distinguished Sage
Distinguished Sage
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Message 8 of 18

Re: HH4 disconnects & slow internet

I saw you were using adsl v1 filtered faceplate but it would eliminate your internal wiring and also the filtered faceplate as causing you problems if you used test socket with new filter.  do you have other phone sockets in your home?

 

also you need to run btspeedtester and when first test completes then run diagnostic test and post results  this only test that will show your profile



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Dubstar
Aspiring Contributor
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Message 9 of 18

Re: HH4 disconnects & slow internet

Ok. Can you post link for the btsppeed test please. No other sockets in house. Just the one nearby front main door.
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SuperSajuuk
Aspiring Expert
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Message 10 of 18

Re: HH4 disconnects & slow internet

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