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Message 1 of 15

BT Broadband - Keep losing connectivity

Hi

 

I have a BT Broadband Home Hub 4 and keep losing internet connectivity - it can drop up to 10-15 times per day - I have gone through the BT fault checker and of course everything was fine, but it still keeps dropping on and off all the time

 

I have copied an extract from the event event log for a half hour period this morning where I could not get an internet connection, even though my laptop WIFI connection claimed that I had internet access. Most recent entries first

 

Can anyone identify any issues here ?

 

14:56:59, 26 May.

(22535.660000) Admin login successful by 192.168.1.75 on HTTP

14:56:45, 26 May.

(22521.220000) Lease for IP 192.168.1.180 renewed by host android-c56d95db2c97e5d7 (MAC 14:1a:a3:20:9e:f0). Lease duration: 1440 min

14:56:45, 26 May.

(22521.220000) Device connected: Hostname: android-c56d95db2c97e5d7 IP: 192.168.1.180 MAC: 14:1a:a3:20:9e:f0 Lease time: 1440 min. Link rate: 72.2 Mbps

14:56:44, 26 May.

(22520.300000) Lease requested

14:56:41, 26 May.

(22517.850000) Lease for IP 192.168.1.219 renewed by host Chromecast (MAC 6c:ad:f8:6f:e2:19). Lease duration: 1440 min

14:56:41, 26 May.

(22517.850000) Device connected: Hostname: Chromecast IP: 192.168.1.219 MAC: 6c:ad:f8:6f:e2:19 Lease time: 1440 min. Link rate: 72.2 Mbps

14:56:41, 26 May.

(22517.240000) Lease requested

14:56:36, 26 May.

(22512.820000) Lease requested

14:56:35, 26 May.

ath0: STA 14:1a:a3:20:9e:f0 IEEE 802.11: Client associated

14:56:35, 26 May.

ath0: STA 6c:ad:f8:6f:e2:19 IEEE 802.11: Client associated

14:56:34, 26 May.

ath0: STA 6c:ad:f8:6f:e2:19 IEEE 802.11: Client disassociated

14:56:32, 26 May.

BLOCKED 3 more packets (because of Advanced Filter Rule)

14:56:32, 26 May.

IN: BLOCK [16] Remote administration (TCP [58.20.125.166]:23757->[86.151.238.62]:22 on ppp0)

14:56:32, 26 May.

OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath2_out/rule/0: UDP [10.84.217.50]:5353->[224.0.0.251]:5353 on ath2)

14:56:29, 26 May.

BLOCKED 1 more packets (because of Advanced Filter Rule)

14:56:29, 26 May.

OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath2_out/rule/0: IGMP 10.84.217.50->224.0.0.22 on ath2)

14:56:21, 26 May.

(22497.590000) Lease for IP 192.168.1.127 renewed by host kindle-5ec8bff9f (MAC 02:0f:b5:a3:15:5a). Lease duration: 1440 min

14:56:21, 26 May.

(22497.590000) Device connected: Hostname: kindle-5ec8bff9f IP: 192.168.1.127 MAC: 02:0f:b5:a3:15:5a Lease time: 1440 min. Link rate: 58.5 Mbps

14:56:21, 26 May.

(22497.260000) Lease requested

14:56:20, 26 May.

BLOCKED 1 more packets (because of Advanced Filter Rule)

14:56:20, 26 May.

OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath2_out/rule/0: IGMP 10.84.217.50->224.0.0.22 on ath2)

14:56:18, 26 May.

BLOCKED 1 more packets (because of Advanced Filter Rule)

14:56:18, 26 May.

OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath2_out/rule/0: UDP [10.84.217.50]:5353->[224.0.0.251]:5353 on ath2)

14:56:18, 26 May.

BLOCKED 1 more packets (because of Advanced Filter Rule)

14:56:18, 26 May.

OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath2_out/rule/0: UDP [10.84.217.50]:5353->[224.0.0.251]:5353 on ath2)

14:56:18, 26 May.

BLOCKED 3 more packets (because of Advanced Filter Rule)

14:56:14, 26 May.

OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath2_out/rule/0: IGMP 10.84.217.50->224.0.0.22 on ath2)

14:56:12, 26 May.

(22488.920000) Lease for IP 192.168.1.108 expired. MAC: 02:0f:b5:0c:91:b8, host name: iPad

14:56:12, 26 May.

(22488.870000) Lease requested

14:56:09, 26 May.

(22485.960000) OpenWiFi IPSec connection is up

14:55:40, 26 May.

OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath2_out/rule/0: UDP [0.0.0.0]:68->[255.255.255.255]:67 on ath2)

14:55:40, 26 May.

BLOCKED 1 more packets (because of Advanced Filter Rule)

14:55:40, 26 May.

OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath2_out/rule/0: ICMPv6 type 143 code 0 fe80:0000:0000:0000:161a:a3ff:fe20:9ef0->ff02:0000:0000:0000:0000:0000:0000:0016 on ath2)

14:55:40, 26 May.

OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath2_out/rule/0: UDP [0.0.0.0]:68->[255.255.255.255]:67 on ath2)

14:55:40, 26 May.

BLOCKED 1 more packets (because of Advanced Filter Rule)

14:55:40, 26 May.

OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath2_out/rule/0: ICMPv6 type 143 code 0 0000:0000:0000:0000:0000:0000:0000:0000->ff02:0000:0000:0000:0000:0000:0000:0016 on ath2)

14:55:26, 26 May.

OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath2_out/rule/0: UDP [0.0.0.0]:68->[255.255.255.255]:67 on ath2)

14:55:33, 26 May.

ath0: STA 02:0f:b5:a3:15:5a IEEE 802.11: Client associated

14:55:23, 26 May.

BLOCKED 2 more packets (because of Advanced Filter Rule)

14:55:23, 26 May.

OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath2_out/rule/0: ICMPv6 type 143 code 0 fe80:0000:0000:0000:161a:a3ff:fe20:9ef0->ff02:0000:0000:0000:0000:0000:0000:0016 on ath2)

14:55:18, 26 May.

OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath2_out/rule/0: UDP [0.0.0.0]:68->[255.255.255.255]:67 on ath2)

14:55:18, 26 May.

BLOCKED 1 more packets (because of Advanced Filter Rule)

14:55:17, 26 May.

OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath2_out/rule/0: ICMPv6 type 143 code 0 0000:0000:0000:0000:0000:0000:0000:0000->ff02:0000:0000:0000:0000:0000:0000:0016 on ath2)

14:54:36, 26 May.

ath0: STA cc:3d:82:48:96:6c IEEE 802.11: Client associated

14:54:36, 26 May.

ath0: STA cc:3d:82:48:96:6c IEEE 802.11: Client disassociated

14:54:07, 26 May.

ath0: STA 02:0f:b5:0c:91:b8 IEEE 802.11: Client associated

14:53:34, 26 May.

ath0: STA cc:3d:82:48:96:6c IEEE 802.11: Client associated

14:53:34, 26 May.

ath0: STA cc:3d:82:48:96:6c IEEE 802.11: Client disassociated

14:47:15, 26 May.

IN: BLOCK [16] Remote administration (ICMP type 8 code 0 206.117.25.90->86.151.238.62 on ppp0)

14:40:24, 26 May.

(21540.370000) Admin login successful by 192.168.1.75 on HTTP

 

14:39:46, 26 May.

IN: BLOCK [16] Remote administration (TCP [64.125.239.32]:35837->[86.151.238.62]:22 on ppp0)

 

14:39:12, 26 May.

(21468.980000) New GUI session from IP 192.168.1.75

 

14:35:55, 26 May.

(21271.480000) Device disconnected: Hostname: skywirelessconnector IP: 192.168.1.67 MAC: 18:28:61:70:b1:61

 

14:35:54, 26 May.

(21270.520000) Lease for IP 192.168.1.67 renewed by host skywirelessconnector (MAC 18:28:61:70:b1:61). Lease duration: 1440 min

 

14:35:54, 26 May.

(21270.490000) Lease requested

 

14:35:19, 26 May.

ath0: STA 14:1a:a3:20:9e:f0 IEEE 802.11: Client disassociated

 

14:34:05, 26 May.

(21161.820000) Lease for IP 192.168.1.182 renewed by host android-e6356ccc96e95779 (MAC 60:af:6d:43:ad:3f). Lease duration: 1440 min

 

14:34:05, 26 May.

(21161.820000) Device connected: Hostname: android-e6356ccc96e95779 IP: 192.168.1.182 MAC: 60:af:6d:43:ad:3f Lease time: 1440 min. Link rate: 19.5 Mbps

 

14:34:05, 26 May.

(21161.330000) Lease requested

 

14:34:04, 26 May.

ath0: STA 60:af:6d:43:ad:3f IEEE 802.11: Client associated

 

14:30:39, 26 May.

IN: BLOCK [16] Remote administration (TCP [184.105.247.208]:34774->[86.151.238.62]:80 on ppp0)

 

14:26:57, 26 May.

(20733.650000) Lease for IP 192.168.1.219 renewed by host Chromecast (MAC 6c:ad:f8:6f:e2:19). Lease duration: 1440 min

 

14:26:57, 26 May.

(20733.650000) Device connected: Hostname: Chromecast IP: 192.168.1.219 MAC: 6c:ad:f8:6f:e2:19 Lease time: 1440 min. Link rate: 65.0 Mbps

 

14:26:56, 26 May.

(20733.030000) Lease requested

 

14:26:55, 26 May.

ath0: STA 6c:ad:f8:6f:e2:19 IEEE 802.11: Client associated

 

14:26:52, 26 May.

ath0: STA 6c:ad:f8:6f:e2:19 IEEE 802.11: Client disassociated

 

14:26:44, 26 May.

(20720.550000) Lease for IP 192.168.1.239 renewed by host WN1000RP (MAC 44:94:fc:93:89:bd). Lease duration: 1440 min

 

14:26:44, 26 May.

(20720.550000) Device connected: Hostname: WN1000RP IP: 192.168.1.239 MAC: 44:94:fc:93:89:bd Lease time: 1440 min. Link rate: 72.2 Mbps

 

14:26:43, 26 May.

(20719.760000) Lease requested

 

14:26:43, 26 May.

(20719.660000) Lease for IP 192.168.1.239 renewed by host WN1000RP (MAC 44:94:fc:93:89:bd). Lease duration: 2 min

 

14:26:43, 26 May.

(20719.570000) Lease requested

 

14:26:40, 26 May.

(20716.830000) Lease for IP 192.168.1.239 renewed by host WN1000RP (MAC 44:94:fc:93:89:bd). Lease duration: 2 min

 

14:26:40, 26 May.

(20716.750000) Lease requested

 

14:26:30, 26 May.

ath0: STA 00:fe:f4:0f:d2:40 IEEE 802.11: WiFi registration failed

 

14:26:30, 26 May.

(20706.550000) Lease for IP 192.168.1.239 renewed by host WN1000RP (MAC 44:94:fc:93:89:bd). Lease duration: 2 min

 

14:26:30, 26 May.

(20706.460000) Lease requested

 

14:26:18, 26 May.

ath0: STA 44:94:fc:93:89:bd IEEE 802.11: Client associated

 

14:26:17, 26 May.

ath0: STA 44:94:fc:93:89:bd IEEE 802.11: Client disassociated

 

14:26:14, 26 May.

(20690.670000) Lease for IP 192.168.1.75 renewed by host 225544-WIN7 (MAC cc:3d:82:48:96:6c). Lease duration: 1440 min

 

14:26:14, 26 May.

(20690.670000) Device connected: Hostname: 225544-WIN7 IP: 192.168.1.75 MAC: cc:3d:82:48:96:6c Lease time: 1440 min. Link rate: 130.0 Mbps

 

14:26:14, 26 May.

(20690.630000) Lease requested

 

14:26:14, 26 May.

ath0: STA cc:3d:82:48:96:6c IEEE 802.11: Client associated

 

14:26:12, 26 May.

BLOCKED 3 more packets (because of ICMP replay)

 

14:26:11, 26 May.

OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.238.62->192.229.233.249 on ppp0)

 

14:24:43, 26 May.

OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.75]:55461->[193.0.160.206]:443 on ppp0)

 

14:24:42, 26 May.

OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.75]:55459->[193.0.160.206]:443 on ppp0)

 

14:21:41, 26 May.

(20417.240000) Lease for IP 192.168.1.108 expired. MAC: 02:0f:b5:0c:91:b8, host name: iPad

 

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14 REPLIES 14
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Message 2 of 15

Re: BT Broadband - Keep losing connectivity

Hi @mayroad99 and welcome.

 

Sorry you're having problems with the connection. Do any of the lights on the hub change? Is there any noise on the line? Can you try dialling 17070 option 2 and check for any hissing or crackling?

 

Well spotted @Keith_Beddoe. I should have noticed that Smiley Embarassed

 

Cheers

 

David

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Message 3 of 15

Re: BT Broadband - Keep losing connectivity

I cannot see any evidence of the line disconnecting, only wireless disconnections.

 

Do you still get disconnections if you connect to the home hub using an Ethernet cable, not wireless?

 

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Message 4 of 15

Re: BT Broadband - Keep losing connectivity

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run  btspeedtester  (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).


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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Message 5 of 15

Re: BT Broadband - Keep losing connectivity

Thanks for all the input so far

 

Connected via the master socket, and the quiet line test was fine

 

I haven't tried any elongated test of the ethernet connection - will do that tomorrow

 

I have around 8 devices connected all the time - could this impact the wireless connection ?

 

I have looked in the event log and I'm struggling to see two lines together where the hub last connected - at the moment the log is full of a mass of lines line these:

 

16:38:46, 26 May.OUT: BLOCK [17] Access control (TCP [192.168.1.127]:40972->[54.231.80.248]:443 on ppp0)
16:38:41, 26 May.OUT: BLOCK [17] Access control (TCP [192.168.1.127]:37360->[54.231.80.248]:443 on ppp0)
16:38:06, 26 May.OUT: BLOCK [17] Access control (TCP [192.168.1.127]:47685->[54.231.80.248]:443 on ppp0)
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Message 6 of 15

Re: BT Broadband - Keep losing connectivity

the 2 lines will look something like this and will be when hub last conencted to internet

 

16:23:03, 24 May. (273716.240000) DSL noise margin: 5.80 dB upstream, 3.00 dB downstream

 16:23:02, 24 May. (273715.430000) DSL line rate: 1199 Kbps upstream, 11251 Kbps downstream



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Message 7 of 15

Re: BT Broadband - Keep losing connectivity

I think this is more likely to be a wireless issue, so could you also try the following.

 

Reset the Home Hub 4 to factory default.

 

Turn Smart Setup off.

 

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...


 
Also try separating and renaming the SSIDs.

http://bt.custhelp.com/app/answers/detail/a_id/44798/related/1

 

See if that helps.

 

A large number of wireless devices should not present a problem, but is would be also worth increasing the DHCP lease time to a couple of days.

 

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Message 8 of 15

Re: BT Broadband - Keep losing connectivity

Found them amongst all the noise !!

 

15:26:08, 26 May.( 129.980000) DSL noise margin: 5.90 dB upstream, 3.00 dB downstream
15:26:07, 26 May.( 128.900000) DSL line rate: 1151 Kbps upstream, 18360 Kbps downstream
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Message 9 of 15

Re: BT Broadband - Keep losing connectivity

Just realised its a Home Hub 3 not 4 - my mistake

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Message 10 of 15

Re: BT Broadband - Keep losing connectivity


@mayroad99 wrote:

Just realised its a Home Hub 3 not 4 - my mistake


Then my suggestions about smart setup and separating the SSIDS will not be relevant. Resetting the HH3 to factory default, and increasing the lease time may help.

 

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