BB drop outs for past 2months/noise on line

[zoni23]

Hi,

Since beginning of April our BB has dropped over 215 times now. We have had 5 engineers out and the problems still persist.

When it starting happening I did the quiet line test and could hear noise on the line and I also checked through the test socket as well. We reported both the noise and constant drop outs. First engineer came, was rude and was here 5mins said speeds are fine and left. Th following day was the worst we had for drops at 21. Second engineer worked exclusively at the cabinet, said he found and fixed a fault but could not confirm it would with our problem, he also reset the DLM. For a few days do drop but speeds were very much down and SNR was up. 

3rd engineer didnt turn up because Openreach closed the fault saying it was fix and never told us. 4th engineer came next day and checked all our house, found no issues other than our phone extensions (which were put in a couple of years back by BT) were put in wrong, so he sorted that and again said this may or may not be your issue. He also brought up the potential for a 'lift and shift' needed. We had 4 days of no drop outs but again our SNR margin was still higher than normal and speeds slow. Once it started dropping again we tried switching our TP router to bt hub. We still had drop outs and even slower speeds now. We then brought a new TP router but the drop outs again still occurred. 

5th engineer arrived and the BB dropped when he was here but again he said could not find a fault. He checked the pole and found a wire disintegrating and actually fell apart when he touched it. That was replaced and again we got the this may or may not fix your issues and that the only other things we can look at are the exchange or request a 'lift and shift'. We had 12 days of zero drops but high SNR and low speeds and the drop outs started again. The 6th engineer came out this Monday and he worked under the ground. He checked the cables and changed us from the top of the pole to the bottom (I think). Stuff got confusing with him and as he ran out of time the first day and we heard nothing from him until Tuesday lunch and he said he still had more to do at the cabinet. Wednesday afternoon still nothing from him and then our BB dropped multiple times, to which he finally replied that he has done all he can and to contact BT and request a 'lift and shift' if continued drop outs. 

Wednesday we had 8 drop outs and yesterday we had 6. The speeds are more stable as is the SNR but the drop out problem remains. I have read the logs and there is no information in them other than DSL down everytime it drops. After every drop we have lost nearly 500 packets downstream. I have done another quiet line test today on both a wired and wireless handset and can still here noise on the line. Oh and the drop out happen at randoms times of day and night.

Have included 2 screenshots as I know they are needed. The second showing current router stats. Note that the router has not been restarted since last Thursday but that is how much PK loss we have received in that time.

Any help much appreciated please 

[pippincp]

Report the noise on the line but don't mention broadband as you'll end up in the wrong queue. You may end up with an engineer who can fix the problem.

[zoni23]

 

Just went down again.

Here is the log from today

2020-06-12 09:06:13 [5] DHCPD: Recv REQUEST from 1A:59:C1:9C:8F:33
2020-06-12 09:06:13 [5] DHCPD: Send ACK to 192.168.1.107
2020-06-12 09:37:27 [5] System: LAN1 link up 1000 mbps
2020-06-12 09:38:56 [5] DHCPD: Recv REQUEST from BC:EE:7B:59:BD:07
2020-06-12 09:38:56 [5] DHCPD: Send ACK to 192.168.1.106
2020-06-12 10:09:28 [5] DHCPD: Recv REQUEST from BC:EE:7B:59:BD:07
2020-06-12 10:09:28 [5] DHCPD: Send ACK to 192.168.1.106
2020-06-12 10:19:39 [5] DHCPD: Recv REQUEST from AC:37:43:CC:9E:26
2020-06-12 10:19:39 [5] DHCPD: Send ACK to 192.168.1.103
2020-06-12 10:20:51 [5] DHCPD: Recv REQUEST from 14:C2:13:AD:24:BD
2020-06-12 10:20:51 [5] DHCPD: Send ACK to 192.168.1.105
2020-06-12 10:23:59 [5] DHCPD: Recv REQUEST from 14:C2:13:AD:24:BD
2020-06-12 10:23:59 [5] DHCPD: Send ACK to 192.168.1.105
2020-06-12 10:24:59 [5] DHCPD: Recv REQUEST from 14:C2:13:AD:24:BD
2020-06-12 10:24:59 [5] DHCPD: Send ACK to 192.168.1.105
2020-06-12 10:27:16 [5] DHCPD: Recv REQUEST from 14:C2:13:AD:24:BD
2020-06-12 10:27:16 [5] DHCPD: Send ACK to 192.168.1.105
2020-06-12 10:34:27 [5] DHCPD: Recv REQUEST from 14:C2:13:AD:24:BD
2020-06-12 10:34:27 [5] DHCPD: Send ACK to 192.168.1.105
2020-06-12 10:59:42 [5] DHCPD: Recv REQUEST from 14:C2:13:AD:24:BD
2020-06-12 10:59:42 [5] DHCPD: Send ACK to 192.168.1.105
2020-06-12 11:01:10 [5] DHCPD: Recv REQUEST from 14:C2:13:AD:24:BD
2020-06-12 11:01:10 [5] DHCPD: Send ACK to 192.168.1.105
2020-06-12 11:05:28 [5] DHCPD: Recv REQUEST from D0:C6:37:C3:ED:9E
2020-06-12 11:05:28 [5] DHCPD: Send ACK to 192.168.1.111
2020-06-12 11:19:35 [5] DHCPD: Recv REQUEST from 14:C2:13:AD:24:BD
2020-06-12 11:19:35 [5] DHCPD: Send ACK to 192.168.1.105
2020-06-12 11:49:25 [5] DHCPD: Recv REQUEST from 14:C2:13:AD:24:BD
2020-06-12 11:49:25 [5] DHCPD: Send ACK to 192.168.1.105
2020-06-12 11:50:22 [5] System: LAN2 link up 1000 mbps
2020-06-12 11:50:25 [5] System: LAN2 link down
2020-06-12 11:50:29 [5] System: LAN2 link up 1000 mbps
2020-06-12 11:50:29 [5] DHCPD: Recv REQUEST from F4:39:09:3D:7B:F1
2020-06-12 11:50:29 [5] DHCPD: Send ACK to 192.168.1.120
2020-06-12 11:53:18 [5] DHCPD: Recv DISCOVER from F8:32:E4:BD:3E:5C
2020-06-12 11:53:18 [5] DHCPD: Send OFFER with ip 192.168.1.122
2020-06-12 11:53:18 [5] DHCPD: Recv REQUEST from F8:32:E4:BD:3E:5C
2020-06-12 11:53:19 [5] DHCPD: Send ACK to 192.168.1.122
2020-06-12 12:07:20 [5] DHCPD: Recv REQUEST from F8:32:E4:BD:3E:5C
2020-06-12 12:07:20 [5] DHCPD: Send ACK to 192.168.1.122
2020-06-12 12:22:35 [5] DHCPD: Recv DISCOVER from D0:C5:D3:9D:27:06
2020-06-12 12:22:35 [5] DHCPD: Send OFFER with ip 192.168.1.109
2020-06-12 12:22:36 [5] DHCPD: Recv REQUEST from D0:C5:D3:9D:27:06
2020-06-12 12:22:36 [5] DHCPD: Send ACK to 192.168.1.109
2020-06-12 12:32:10 [5] DHCPD: Recv REQUEST from 40:4E:36:1A:CC:A8
2020-06-12 12:32:10 [5] DHCPD: Send ACK to 192.168.1.100
2020-06-12 12:47:20 [5] System: LAN2 link down
2020-06-12 12:47:24 [5] System: LAN2 link up 10 mbps
2020-06-12 12:51:57 [5] System: DSL Link Down
2020-06-12 12:51:59 [5] System: DSL Training G.994
2020-06-12 12:52:04 [3] PPP: ppp1 User request
2020-06-12 12:52:04 [3] PPP: ppp1 LCP down
2020-06-12 12:52:04 [4] PPP: ppp1 LCP down
2020-06-12 12:52:06 [6] PPP: ppp1 sent [LCP TermReq id=0x5 "User request"]
2020-06-12 12:52:06 [6] PPP: ppp1 sent [LCP TermReq id=0x6 "User request"]
2020-06-12 12:52:06 [3] PPP: ppp1 User request
2020-06-12 12:52:06 [3] PPP: ppp1 User request
2020-06-12 12:52:06 [3] PPP: ppp1
2020-06-12 12:52:08 [5] System: DSL G.994 Non-Standard Info Received
2020-06-12 12:52:10 [5] System: DSL G.994 Non-Standard Info Received
2020-06-12 12:52:11 [5] System: DSL Training G.993 Started
2020-06-12 12:52:19 [5] System: DSL Training G.993 Channel Analysis
2020-06-12 12:52:19 [5] System: DSL Link Up us/ds 7744/46297 kbps Type PTM
2020-06-12 12:52:22 [6] PPP: ppp1 sent [PADI Host-Uniq(0x00005e2e)]
2020-06-12 12:52:27 [6] PPP: ppp1 sent [PADI Host-Uniq(0x00005e2e)]
2020-06-12 12:52:37 [6] PPP: ppp1 sent [PADI Host-Uniq(0x00005e2e)]
2020-06-12 12:52:57 [3] PPP: ppp1 Timeout waiting for PADO packets
2020-06-12 12:52:57 [3] PPP: ppp1
2020-06-12 12:53:16 [6] PPP: ppp1 sent [PADI Host-Uniq(0x000064c0)]
2020-06-12 12:53:17 [6] PPP: ppp1 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0x1f5a3800>]
2020-06-12 12:53:17 [6] PPP: ppp1 rcvd [LCP ConfReq id=0x19 <mru 1492> <auth chap MD5> <magic 0x3c0b518>]
2020-06-12 12:53:17 [6] PPP: ppp1 sent [LCP ConfAck id=0x19 <mru 1492> <auth chap MD5> <magic 0x3c0b518>]
2020-06-12 12:53:17 [6] PPP: ppp1 rcvd [LCP ConfAck id=0x1 <mru 1480> <magic 0x1f5a3800>]
2020-06-12 12:53:17 [6] PPP: ppp1 sent [LCP EchoReq id=0x0 magic=0x1f5a3800]
2020-06-12 12:53:17 [6] PPP: ppp1 rcvd [CHAP Challenge id=0x1 <de471f3357e9e295f5dcb4470db727c240a9bfa2ae5be4986c6b0048bd4f6d
2020-06-12 12:53:17 [6] PPP: ppp1 sent [CHAP Response id=0x1 <389a868a27a0fb10e34d806e15768142>, name = "bthomehub@btbroadban
2020-06-12 12:53:17 [6] PPP: ppp1 rcvd [LCP EchoRep id=0x0 magic=0x3c0b518]
2020-06-12 12:53:17 [6] PPP: ppp1 rcvd [CHAP Success id=0x1 "CHAP authentication success"]
2020-06-12 12:53:17 [6] PPP: ppp1 sent [IPCP ConfReq id=0x1 <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0.0.0>]
2020-06-12 12:53:17 [6] PPP: ppp1 rcvd [IPV6CP ConfReq id=0xf5 <addr fe80::12e8:78ff:fe6e:bb51>]
2020-06-12 12:53:17 [6] PPP: ppp1 sent [LCP ProtRej id=0x2 80 57 01 f5 00 0e 01 0a 12 e8 78 ff fe 6e bb 51]
2020-06-12 12:53:17 [6] PPP: ppp1 rcvd [IPCP ConfReq id=0x2a <addr 172.16.10.169>]
2020-06-12 12:53:17 [6] PPP: ppp1 sent [IPCP ConfAck id=0x2a <addr 172.16.10.169>]
2020-06-12 12:53:17 [6] PPP: ppp1 rcvd [IPCP ConfNak id=0x1 <addr 86.154.61.234> <ms-dns1 81.139.57.100> <ms-dns2 81.139.56.1
2020-06-12 12:53:17 [6] PPP: ppp1 sent [IPCP ConfReq id=0x2 <addr 86.154.61.234> <ms-dns1 81.139.57.100> <ms-dns2 81.139.56.1
2020-06-12 12:53:17 [6] PPP: ppp1 rcvd [IPV6CP TermReq id=0xf6]
2020-06-12 12:53:17 [6] PPP: ppp1 sent [LCP ProtRej id=0x3 80 57 05 f6 00 04]
2020-06-12 12:53:17 [6] PPP: ppp1 rcvd [IPCP ConfAck id=0x2 <addr 86.154.61.234> <ms-dns1 81.139.57.100> <ms-dns2 81.139.56.1
2020-06-12 12:53:19 [6] PPP: ppp1 rcvd [IPV6CP TermReq id=0xf7]
2020-06-12 12:53:19 [6] PPP: ppp1 sent [LCP ProtRej id=0x4 80 57 05 f7 00 04]

[zoni23]

Will try again but could not get through at all yesterday, hence why I am seeking help on the forums.

[CJT80]

@zoni23 

If your telephone line works, and you have a phone connected dial 151 and say "landline fault" - DO NOT mention the Broadband 

Otherwise you can report it online: https://www.bt.com/help/landline/fix-a-problem/there-s-a-problem-with-my-landline/help-reporting-and...

[zoni23]

Ran an online line test and no fault showing. Have raised a fault via online for the landline only for noise on the line and no mention of broadband. Tried the call centre again and could not get through so have got an engineer booked for Tuesday via online.

Question, with the BB fault we currently have open with BT it is asking us to contact them to say if it is fixed or not. Do we leave this for now? The only way to contact them about it is through the phone and we cannot get through anyway.
Thanks

Edit: Just dropped again. Stats added...

[pippincp]

Yes, leave it for now as the engineer has been booked.

[zoni23]

Thanks

Just another quick question, do all engineers have access to the notes on our account relating to all the previous call outs? As our BB has been more stable since the last one moved us from the bottom of the pole to the top, so I hope this next engineer doesn't swap us back.

[pippincp]

Engineers have no access to accounts, they work for a different company.

[zoni23]

Update:

Hi, the engineer came Tuesday but our problems still remain.

I informed him of all our issues and he had read up on an issues as well. He did full test inside the house and said the line was clean. He even called out a much more experienced engineer, who knows my area like the back of his hand, still nothing to be found. They both agreed that in regards to a lift and shift that there is no obvious faults to push for that. They can see the number of drops we have had, which now sits at at least 224 since 2nd April, but they can't find anything to fix. Since he came Tuesday we have had 12 drops, we also changed our cable between the socket to router as well as recommended by him. 

As for the noise on the line he said that would not be causing our issues and he said that was due to how BT put in our phone line extensions. He recommend getting it changed to having none and just using cordless upstairs. 

We are at a loss to do because 2+ months later, our issue still hasn't been resolved. 

With regard to the open BB fault, BT just closed it on their own without any input from us.

Any help appreciated, thanks 

Edit:

Forgot to say the engineer on Tuesday said the only thing that had not been looked at was changing our D side, so he switched us to a spare and said to watch our line for drops and if so, report it to BT again...