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dpa99c
Newbie
3,261 Views
Message 1 of 7

Intermittent connection problems with BT Home Hub 3

I've been having intermittent problems with my broadband for a while now, e.g. I try to view a web page and it fails to load. I press refresh and it works. I've found the ADSL settings page in the Home Hub settings but the statistics don't mean much to me. Hoping someone can help me interpret them 🙂

 

Here is the current readings from the page. Thanks in advance!

 

ADSL Line Status
Connection Information
Line state:Connected
Connection time:0 days, 18:44:20
Downstream:5.688 Mbps
Upstream:448 Kbps
 
ADSL Settings
VPI/VCI:0/38
Type:PPPoA
Modulation:G.992.1 Annex A
Latency type:Interleaved
Noise margin (Down/Up):5.4 dB / 19.0 dB
Line attenuation (Down/Up):46.2 dB / 28.0 dB
Output power (Down/Up):19.7 dBm / 11.9 dBm
FEC Events (Down/Up):33392136 / 742
CRC Events (Down/Up):837315 / 506
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):1884949 / 528
Error Seconds (Local/Remote):157675 / 1536
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6 REPLIES 6
Distinguished Sage
Distinguished Sage
3,259 Views
Message 2 of 7

Re: Intermittent conncetion problems with BT Home Hub 3

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
can you run  btspeedtester  (MAC users may have problems). when first test completes then run diagnostic test and post the results .

your stats show a very large number of errors for only 18hrs conencted

are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?

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

 

 

 

test socket.jpg



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dpa99c
Newbie
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Message 3 of 7

Re: Intermittent conncetion problems with BT Home Hub 3

Thanks for your reply. It's taken me while to get around to this. I'm still experiencing intermittent dropouts and very slow page load speeds when web browsing.

 

I have disconnected the internal extension from the NTE5 master socket so the only thing plugged in to the master socket is the BT Home Hub via the ADSL filter that came with it.

 

I have run the BT Speedtester under all the required conditions (connected to router via LAN, turned off Wifi on both router and laptop, disabled all anti-virus and other network-enabled software, restarted router, etc.)

 

Do you think there's a problem with the line?

 

 

Results of the speed test:

Download: 0.85 Mbs
Upload: 0.3 Mbs
Ping Latency: 291.75ms

 

Results of best effort test:

Download speed achieved during the test was - 0.85 Mbps
For your connection, the acceptable range of speeds is 0.6 Mbps-7.15 Mbps.
Additional Information:
Your DSL Connection Rate :4.35 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 3.5 Mbps

 

And the stats of the router since restarting it:

 

ADSL Line Status
Connection Information
Line state:Connected
Connection time:0 days, 00:20:23
Downstream:4.25 Mbps
Upstream:448 Kbps
 
ADSL Settings
VPI/VCI:0/38
Type:PPPoA
Modulation:G.992.1 Annex A
Latency type:Interleaved
Noise margin (Down/Up):5.5 dB / 20.0 dB
Line attenuation (Down/Up):46.2 dB / 28.0 dB
Output power (Down/Up):20.2 dBm / 11.9 dBm
FEC Events (Down/Up):792423 / 39
CRC Events (Down/Up):20822 / 37
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):67698 / 28
Error Seconds (Local/Remote):1626 / 192

 

 

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dpa99c
Newbie
3,182 Views
Message 4 of 7

Re: Intermittent conncetion problems with BT Home Hub 3

I forgot to mention that I tried the "quiet line" test. What I can say is that's it's not quiet - what I can hear is what I'd describe as faint "white noise"
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Distinguished Sage
Distinguished Sage
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Message 5 of 7

Re: Intermittent conncetion problems with BT Home Hub 3

did you try the quiet line test sfrom the test socket?  if so was there still line noise hiss/crackle as should be quiet with corded phone.  if still noise then you ned to report a phone fault to 151 with no mention of broadband



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dpa99c
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Message 6 of 7

Re: Intermittent conncetion problems with BT Home Hub 3

Just tried again now with corded phone plugged into test socket (nothing else connected). Turned up the phone earpiece volume to max and I can hear a low hum below the hiss with the occassional "pop" or "crackle". So I will call 151...
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Distinguished Sage
Distinguished Sage
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Message 7 of 7

Re: Intermittent conncetion problems with BT Home Hub 3

yes if you can hear any noise with corded phone on quiet line test need fixed to help your broadband

 



 

phone faults



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