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Andrews1
Aspiring Contributor
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Message 1 of 19

Ongoing Broadband speed problems - can wired BB extender cause router to reset?

Hi
I have asked a couple of times here about problems we are having with our broadband which have been ongoing for 3 weeks.
3 weeks ago an engineer came to fix the line and this imporved things in the short term.
However we suddenly got a drop in speeds.
When aksed here we realised that we should never restart the router! And have been following that guideline ever since.
However we had a powercut which reset the router back to low speed!
But last week as the connection remained stable we started seeing speeds increased.
However 26 hours ago the router reset itself and we have no idea why and speeds automatically dropped again.
We have done a noise check and the line is clear

We live in a rural area and do not expect fast speeds
Here is what we might get as max.
Broadband-Availability.jpg
When I tested 2 days ago before the router reset - we were getting a download of 1mb which for us is good as we are a long way from the exchange.

So we are trying to do things right to get stability on the line.
But when the router auto-resets it puts us back to square one!

We have the Smart-Hub 6
And use ethernet cables to 2 pcs.

We also have a wired broadband extender connected to our TV

The reset on the router seemed to occur while we were watching BBC Iplayer (legally!) via the BB extender

Is it possible that a router can reset itself if 'too much information' is requested of the exchange?

I hope that makes sense!

 

Best

 

Andrew

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18 REPLIES 18
Distinguished Sage
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Message 2 of 19

Re: Ongoing Broadband speed problems - can wired BB extender cause router to reset?

Hi Welcome to the community forums

Have you tried the quiet line test dial 17070 option 2 you should hear no noise if you can hear noise then it needs reporting to BT faults on 151 with no mention of broadband
in the call are you connected to the test socket using a new filter


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

if u The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log. 


Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down.

This test must be done with a wired connection.

http://speedtest.btwholesale.com/

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

Thank You
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Andrews1
Aspiring Contributor
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Message 3 of 19

Re: Ongoing Broadband speed problems - can wired BB extender cause router to reset?

Thanks John for your reply
We have 'met before' here..
We originally posted our problems here
https://community.bt.com/t5/ADSL-Copper-Broadband-Speed/Problems-with-Broadband-speed-and-connection...

Then this happened!
https://community.bt.com/t5/ADSL-Copper-Broadband-Speed/After-2-powercuts-BB-speed-drops-again/m-p/1...

Were experiencing improved speeds and stabilisation until approx 10am on the 3rd - I can see in the router logs that problems happened there.
i am happy to send router logs but not publicly.
---------------

 

So
1) Yes tried quiet line test - no noise

2) Router Log File is 17 pages long - downloaded as CSV - searched - no mention of DSL noise margin

3) Here is the DSL Checker
Broadband-Availability.jpg

Speed Test

 Download speedachieved during the test was - 0.33 Mbps
 For your connection, the acceptable range of speeds is 0.05 Mbps-0.5 Mbps.
 Additional Information:
 Your DSL Connection Rate :0.48 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
 IP Profile for your line is - 0.35 Mbps

 

 

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Distinguished Sage
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Message 4 of 19

Re: Ongoing Broadband speed problems - can wired BB extender cause router to reset?

with the hub6 you need to post the information page not the logs
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Andrews1
Aspiring Contributor
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Message 5 of 19

Re: Ongoing Broadband speed problems - can wired BB extender cause router to reset?

Thanks John
I didn't know that!

Here are the details!

BT Hub 6A
Firmware version: SG4B1000223E
Firmware updated: 8-Nov-2016
Board version: 1.0
Gui version: 1.32.0
DSL uptime: 1 Days, 8 Hours 41 Minutes 49 Seconds
Data rate: 448 bps / 480 bps
Maximum data rate: 896 / 704
Noise margin: 14 / 10.8
Line attenuation: 62
Signal attenuation: 315 / 620
VPI / VCI: 0/38
Modulation: G_992_1_ANNEX_A
Latency type: Fast Path
Is that enough info?
 
 
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Distinguished Sage
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Message 6 of 19

Re: Ongoing Broadband speed problems - can wired BB extender cause router to reset?

you are back to the old wait and see period again stable connection to allow the noise margin to drop and your speed will increase again
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Andrews1
Aspiring Contributor
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Message 7 of 19

Re: Ongoing Broadband speed problems - can wired BB extender cause router to reset?

Hi John
Yes I appreciate that.
Do you have any thoughts on why our router would just reboot itself.

Andrew

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Distinguished Sage
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Message 8 of 19

Re: Ongoing Broadband speed problems - can wired BB extender cause router to reset?

The hub 6 is well known for its restarts
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Andrews1
Aspiring Contributor
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Message 9 of 19

Re: Ongoing Broadband speed problems - can wired BB extender cause router to reset?

John

Just found your reply.
Actually that's what the BT engineer told us re Hub 6

What do experts here recommend re Hub 6 restarting?

 

Meanwhile we wait for stability - currently on 3 days no interruption and counting.

Best


Andrew

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Distinguished Sage
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Message 10 of 19

Re: Ongoing Broadband speed problems - can wired BB extender cause router to reset?

There is nothing that you can do to stop the restarts there are many forum posts about the hub 6 and its problems I would suggest using your old hub if you want stability
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