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beanstewart
Newbie
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Message 1 of 4

broadband only working intermittently

Hi,

I would really appreciate some help from the community.  I have had multiple faults on my line, a couple of visits from engineers and my broadband is still only working intermittently.

I spoke to BT support yesterday during a period of having no internet connection and they told me that no faults were detected on the line.  I arranged for BT support to call me back today but they didn't call.

Here is my set-up:

Master socket:- Open Reach Master socket 5C (recently installed)

Router:- home hub 4.0 type B 

Router is connected via the supplier filter

No phone is connected and no extensions are attached to the master socket.

My laptop is connected via Ethernet cable.   

Yesterday and today I have factory reset the router.  

I tried some Ping tests:

Pinging www.speedtest.btwholesale.com [193.113.8.193] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 193.113.8.193:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

After a factory reset of the router and repeated tests for 20mins I suddenly started to get successful ping tests:

C:\>ping www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.249.212] with 32 bytes of data:
Reply from 212.58.249.212: bytes=32 time=1512ms TTL=54
Reply from 212.58.249.212: bytes=32 time=1099ms TTL=54
Reply from 212.58.249.212: bytes=32 time=1335ms TTL=54
Reply from 212.58.249.212: bytes=32 time=1234ms TTL=54

Ping statistics for 212.58.249.212:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 1099ms, Maximum = 1512ms, Average = 1295ms

 

C:\>tracert www.bbc.co.uk

Tracing route to www.bbc.net.uk [212.58.244.27]
over a maximum of 30 hops:

  1     1 ms     1 ms    <1 ms  bthub.home [192.xxx.1.xxx]
  2     *        *        *     Request timed out.
  3     *      519 ms     *     31.55.185.177
  4   723 ms   835 ms   574 ms  31.55.185.184
  5   463 ms   619 ms   756 ms  core2-hu0-6-0-6.colindale.ukcore.bt.net [213.121.192.24]
  6     *      550 ms   670 ms  peer8-et-3-1-4.telehouse.ukcore.bt.net [109.159.252.170]
  7   863 ms   803 ms   788 ms  195.99.126.71
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10   878 ms   890 ms   819 ms  ae0.er01.telhc.bbc.co.uk [132.185.254.109]
 11   724 ms   761 ms   867 ms  132.185.255.148
 12   841 ms   626 ms   610 ms  bbc-vip146.telhc.bbc.co.uk [212.58.244.27]

Trace complete.

 

Now after waiting an hour everything is normal:

C:\>ping www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.249.208] with 32 bytes of data:
Reply from 212.58.249.208: bytes=32 time=40ms TTL=54
Reply from 212.58.249.208: bytes=32 time=40ms TTL=54
Reply from 212.58.249.208: bytes=32 time=40ms TTL=54
Reply from 212.58.249.208: bytes=32 time=41ms TTL=54

Ping statistics for 212.58.249.208:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 40ms, Maximum = 41ms, Average = 40ms

 

C:\>tracert www.bbc.co.uk

Tracing route to www.bbc.net.uk [212.58.244.70]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  bthub.home [192.xxx.1.xxx]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4    42 ms    41 ms    41 ms  31.55.185.188
  5    41 ms    40 ms    41 ms  core2-hu0-2-0-1.colindale.ukcore.bt.net [195.99.127.112]
  6    41 ms    51 ms    41 ms  peer8-et-4-0-4.telehouse.ukcore.bt.net [194.72.16.160]
  7    41 ms    42 ms    41 ms  195.99.126.71
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10    42 ms    42 ms    40 ms  ae0.er01.telhc.bbc.co.uk [132.185.254.109]
 11    42 ms    42 ms    41 ms  132.185.255.148
 12    42 ms    41 ms    41 ms  bbc-vip115.telhc.bbc.co.uk [212.58.244.70]

Trace complete.

 

Can anyone advise me what might be going on and why the BT support guy doesn't seem to see any problems?

 Unfortunately I did not do a quiet line test during the period of no internet. 

Untitled.png

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3 REPLIES
Distinguished Sage
Distinguished Sage
158 Views
Message 2 of 4

Re: broadband only working intermittently

Welcome to this user forum.

You will need to check using a phone.

If you do not have a phone.

The solution is to get hold of a cheap (less than £5) wired phone, and plug it into the phone socket to see if you get dial tone.

Then dial 17070 (free call)  and select option 2, quiet line test, and see if there is any noise on the line.

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

There are quite a few people that do not plug a house phone in to check dial tone every so often. This can cause issues with broadband. Also, if one wire has become disconnected (quite common), then that will cause no broadband,  constant disconnections, or a very low speed.

-----------------------------------------------------------------------------------

Communityhelp (Private website) Lots of additional information and help.
You will need to be connected to your home BT Broadband connection to view it, or any links to it that I post on this forum.

Distinguished Sage
Distinguished Sage
148 Views
Message 3 of 4

Re: broadband only working intermittently

can you try and get some stats and post   this may help


http://bthomehub.home  admin password is on the card on the back of the hub.

From the top Menu > Troubleshooting
> Helpdesk
> Bandwidth

You may be able to gain a little more information from the event log, such as the SNR Margin, shortly after a resync.

Troubleshooting >
Event Log >
Category 'WAN'

 



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beanstewart
Newbie
126 Views
Message 4 of 4

Re: broadband only working intermittently

Thanks for your reply, my broadband speed has been normally this evening

Here is part of the event log from last night when I had no internet, not sure if any of this is relevant:

20:37:42, 02 Jan.5G WiFi scan(Reason:boot)
20:37:38, 02 Jan.DSL Link Up: Down Rate=2304Kbps, Up Rate=448Kbps; SNR Margin Down=6.8dB, Up=12.0dB
20:37:26, 02 Jan.5G WiFi auto selected channel 48 Bandwidth:40M(Reason:boot)
20:37:24, 02 Jan.Booting firmware v0.07.05.03230-BT (Fri Mar 23 19:56:07 2018)
20:37:24, 02 Jan.System start Button press (PowerButton)
20:37:23, 02 Jan.Device Connected: 192.168.1.136, 28:d2:44:68:ef:4e, col-ltp-100856
20:37:20, 02 Jan.5G WiFi scan(Reason:boot)
20:37:19, 02 Jan.DHCP Lease issued 192.168.1.136 to 28:d2:44:68:ef:4e col-ltp-100856, lease duration is 86400 seconds
20:37:10, 02 Jan.Receive a DHCP request
20:37:07, 02 Jan.System up

 

19:18:23, 02 Jan.PPP LCP Send Configuration Request
19:18:16, 02 Jan.DSL Link Up: Down Rate=1760Kbps, Up Rate=448Kbps; SNR Margin Down=6.7dB, Up=13.0dB
19:18:07, 02 Jan.5G WiFi auto selected channel 40 Bandwidth:40M(Reason:boot)
19:18:05, 02 Jan.Booting firmware v0.07.05.03230-BT (Fri Mar 23 19:56:07 2018)
19:18:01, 02 Jan.System start Button press (ResetButton)
19:17:58, 02 Jan.Device Connected: 192.168.1.136, 28:d2:44:68:ef:4e, col-ltp-100856
19:17:58, 02 Jan.5G WiFi scan(Reason:boot)
19:17:51, 02 Jan.DHCP Lease issued 192.168.1.136 to 28:d2:44:68:ef:4e col-ltp-100856, lease duration is 86400 seconds
19:17:47, 02 Jan.Receive a DHCP request
19:17:45, 02 Jan.System up
19:17:45, 02 Jan.Wire Lan Port 1 up
19:17:35, 02 Jan.2.4G WPS feature enabled
19:17:35, 02 Jan.2.4G WPA/WPA2 mode selected
19:17:35, 02 Jan.2.4G WiFi UP
19:17:35, 02 Jan.5G WPS feature enabled
19:17:35, 02 Jan.5G WPA2 mode selected
19:17:35, 02 Jan.5G WiFi UP
19:17:33, 02 Jan.IPv6 Service: DHCP Server stop
19:17:33, 02 Jan.IPv6 Service: RA Server stop
19:16:17, 02 Jan.Reset button pressed - full factory reset
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