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larryt
Beginner
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Message 1 of 10

copper broadband dropouts

Hi

We are suffering from variable and low speed (never better than 3.1 and usually below 2) and dropping out. We have had repeated visits from engineers who can’t find a problem but nevertheless changed a length of copper cable. Apparently their software says that we have an uninterrupted supply most recently for the last 11 days whilst our hub (BT hub 5) tells us otherwise. The most recent disconnect was 8 hours ago and never had more than 36 hours without disconnecting.  When the Openreach engineer last came he agreed that the picture he found was that the hub showed disconnects and that its output was way lower than the recorded input speed so he changed the hub but that has made no difference.

Any thoughts please?

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9 REPLIES 9
Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: copper broadband dropouts

@larryt 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

Enter your phone number into this form and display the results here, but edit out your phone number before you post the results.

https://www.broadbandchecker.btwholesale.com/#/ADSL

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larryt
Beginner
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Message 3 of 10

Re: copper broadband dropouts

thx for v speedy reply   - done that and no noise

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larryt
Beginner
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Message 4 of 10

Re: copper broadband dropouts

 and for the second bit
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand
1000220--Available--
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+ADSL MaxWBC Fixed RateFixed Rate
Up to 1.5--1 to 3.5AvailableAvailable--
Up to 1--0.75 to 2.5AvailableAvailable--
0.5----AvailableAvailable--
0.5----Available----
Observed Speeds ADSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date
2.75
0.45
2021-01-25
Other Offerings Availability DateVDSL MulticastADSL Multicast
Available
Available
Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date
U
N
N
16-01-2021
Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction
N
N
Y

The premise/line is associated with exchange which is NOT part of current fibre priority programme.

The premise/line is associated with exchange where WLR is not withdrawn.

The premise/line is associated with exchange where SOADSL service is restricted.

 

 

FTTP is not available.

 

 

 

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

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Keith_Beddoe
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Message 5 of 10

Re: copper broadband dropouts

The home hub 5 is going to have issues on a slow ADSL connection like that, as it will keep dropping out if there is out of band noise.

Normally you would use a home hub 4, which is designed for ADSL, or a third party router which can be locked to an ADSL profile.

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larryt
Beginner
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Message 6 of 10

Re: copper broadband dropouts

thanks  any idea where I can get one the 5 was given to us a replacement for the 6!

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imjolly
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Message 7 of 10

Re: copper broadband dropouts


in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

from what you have posted you are on adslmax with max up speed of 448kbps.  adsl2 is available to you which would increase your up speed by 80/100%  but I doubt would make any difference to you down speed.  however adsl2 is a bit more aggressive on line noise so if there are line problems moving may cause more instability

 



Someone may then be able to offer help/assistance/suggestions to your problem



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Keith_Beddoe
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Message 8 of 10

Re: copper broadband dropouts


@larryt wrote:

thanks  any idea where I can get one the 5 was given to us a replacement for the 6!


What was wrong with the HH6, as its very similar to the HH5?

As for the HH4, I am not sure, but I am surprised it was not supplied when you first got ADSL.

Anyway, as @imjolly  has said, there are quite a few things you need to check, so here is another.

What does your master phone socket look like?

 

Keith_Beddoe_0-1577035081757.jpegKeith_Beddoe_1-1577035100602.jpeg

 

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larryt
Beginner
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Message 9 of 10

Re: copper broadband dropouts

thx  I hope this is it 

. Product Name: HomeHub52. Serial number: +03. Firmware version: v0.07.08.25060-BT (Type B) Last updated 10/11/20204. Board version: 015. ADSL uptime: 0 days, 12:36:436. Bandwidth: 448 / 24647. Data sent/received: 45.8 MB / 131.7 MB8. Broadband username: bthomehub@btbroadband.com9. BT Wi-fi: Yes10. 2.4GHz wireless network/SSID: BTHub5-MGN211. 2.4GHz wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))12. 2.4GHz wireless security: WPA2 Only (Recommended)13. 2.4GHz wireless channel: Automatic (Smart Wireless)14. 5GHz wireless network/SSID: BTHub5-MGN215. 5GHz wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))16. 5GHz wireless security: WPA2 Only (Recommended)17. 5GHz wireless channel: Automatic (Smart Wireless)18. Firewall: Default19. MAC Address:  20. VPI/VCI: 0/3821. Modulation: G.992.1(DMT)22. Latency type: Interleaved23. Software variant: -24. Boot loader: 0.5.0-BT (Tue Jun 17 18:52:56 2014)
 

 

 

 

 
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larryt
Beginner
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Message 10 of 10

Re: copper broadband dropouts

the   6 died  we had an old 5 which bt engineer then replaced . Socket is no 7 in your diagram master socket 4c

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