BT HELP NEEDED: Router Dropping out and flashing pink/amber

[Ari87]

Hi all.
Hoping to get some help with my internet issues as its becoming impossible to use. I understand there is more usage from people working from home these days, but this doesn't help me for a service I'm paying for and getting no help from any technical personnel when I call up the main BT customer service helpline. Just receiving excuses that its my devices fault, I need to live in a house with carboard walls with no sign of anything metal around and to leave it a few days as it will fix itself.  Basically go away as we cant do anything for you. Quite unsatisfactory. I have asked about any faults they can see only to be told all it is fine. Then I checked my BT app which shows there is a fault they are working on. So which is it, I have a fault they are working on or not? Who's lying?

I have been having issues with the router dropping out of signal, resetting and being stuck on amber or flashing pink. This has been the case for the last 2 weeks. Saturday 11/04/20 was the worst. The router going crazy coming on-line, then off-line for ages, back on, off...etc. I logged in and saved the technical log from the router as advised. How do I upload this to the thread so it can be viewed and checked?

I have called on various occasions only to be told the same story. You have too many devices and are taking up bandwidth. Its the same story again and again, they just don't understand or listen to you, but instead make you feel like this is how its supposed to be. Apparently having a nest thermostat and a wifi smoke detector is just too much for the router. I have checked its usage and both devices use up less than 10mb in a day. Barely straining the router I would say. I have tried tirelessly to explain on the phone that my issue is not with speed (even though this is an issue at times as I am not achieving the minimum stated when I signed contracts in 2017) but more so that my router is actually turning off completely with no usage at all.

My contract in 2017, which has always been rolled over and continued has stated speeds: download speed between 52 - 55mbps with a minimum GUARANTEED speed of 44mbps. I am always below that and as stated above, non existent as the router/line refuses to work

I carried out a BT Wholesale speedtest with my laptop plugged directly into the router and screenshot the results (again attached to this message) This was carried out with my other devices off and not using wifi. The results were far from satisfactory as stated by the results page that came up after. Below the required speeds and way below my minimum for my contract.

Also carried out a quiet line test which was pure silent. No noise or crackling. I assume this is a good thing.

Yesterday I carried out a factory reset of the router as advised by technical personnel would sort out all my issues, and also logged in after to the router settings and reset from there also. Still having the router dropping out and going to flashing pink/amber.

I had a similar issue last year, again with no help from any technician over the phone. Just to leave it a few days and it will settle. Only after the 8th phone call 4 weeks later to technical team did they send out an engineer who replaced the main BT wall socket as it was faulty. He updated to a new one with filter built in. 

Hoping to get some real help on here from some real router/line/wifi technicians. Just to clarify, my main issue is that my router is turning itself off for no reason at all.

Thanks in advanced. 

[Keith_Beddoe]

@Ari87 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements. Do that when it starts dropping out, as it may be intermittent.

What does your master phone socket look like?

Can you please provide the connection information from the home hub?

If you are using the BT Smart hub you can get your connection stats by, Opening a new web browser on your connected device and type 192.168.1.254 or bthomehub.home into the address bar. This will open the Hub Manager.  Click ‘Advanced Settings’ and then ‘Technical log’

[Ari87]

Hi Keith 

Thanks for your response

There is no noise on my phone calls. And yes I have tried this when the router drops out. My new procedure when the router drops out has been to check line noise and then pull the log from router. I have two logs saved but they are quite long. Ive copied and pasted below.  Its only the last few mins of when it had dropped out again. Not sure which section is relevant to you. I've included what I would assume is relevant. Earlier times on the log are available is needed. 

Also attached is the master socket I have installed. I used to have a normal socket previous (I believe this is numbered 1 on your diagrams) 

The BT engineer changed to number 7 when he last visited last year. 

I hope this answers all your questions so I can have a resolution soon. 

Thanks 

Ari

LOG:

18:03:06

13 Apr.

:HTTP UserAdmin login from 192.168.1.155 successfully

18:02:58

13 Apr.

eth1:[Device Connected] MAC Address:d8:0d:17:fb:1d:69 Host Name: TL-WPA8630P IP Address: 192.168.1.161

lease duration is 86400 seconds.

18:02:58

13 Apr.

BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53

61

57

55

60

12 | RequestOption55: 1

3

6

12

15

28

42 | HostName: TL-WPA8630P | VendorId: udhcp 1.19.4

18:02:58

13 Apr.

:DHCP Confirmation of Request

18:02:43

13 Apr.

wl0:IGMP join received for group 224.0.1.187 on interface wl0

18:01:51

13 Apr.

eth1:[Device Connected] MAC Address:d8:0d:17:fb:1d:69 Host Name: TL-WPA8630P IP Address: 192.168.1.161

lease duration is 86400 seconds.

18:01:51

13 Apr.

BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53

61

57

55

60

12 | RequestOption55: 1

3

6

12

15

28

42 | HostName: TL-WPA8630P | VendorId: udhcp 1.19.4

18:01:51

13 Apr.

:DHCP Confirmation of Request

18:01:42

13 Apr.

:HTTP UserBasic login from 192.168.1.155 successfully

18:00:47

13 Apr.

BR_LAN:The DHCP options that are offered by the device (id:11): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53

61

50

12

81

60

55 | RequestOption55: 1

3

6

15

31

33

18:00:47

13 Apr.

:DHCP Confirmation of Request

18:00:46

13 Apr.

wl0:A WiFi device <FC:77:74:23:C3:5F> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV5G])

18:00:44

13 Apr.

eth1:[Device Connected] MAC Address:d8:0d:17:fb:1d:69 Host Name: TL-WPA8630P IP Address: 192.168.1.161

lease duration is 86400 seconds.

18:00:44

13 Apr.

BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53

61

57

55

60

12 | RequestOption55: 1

3

6

12

15

28

42 | HostName: TL-WPA8630P | VendorId: udhcp 1.19.4

18:00:44

13 Apr.

:DHCP Confirmation of Request

18:00:40

13 Apr.

wl0:IGMP join received for group 224.0.1.187 on interface wl0

17:59:37

13 Apr.

eth1:[Device Connected] MAC Address:d8:0d:17:fb:1d:69 Host Name: TL-WPA8630P IP Address: 192.168.1.161

lease duration is 86400 seconds.

17:59:37

13 Apr.

BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53

61

57

55

60

12 | RequestOption55: 1

3

6

12

15

28

42 | HostName: TL-WPA8630P | VendorId: udhcp 1.19.4

17:59:37

13 Apr.

:DHCP Confirmation of Request

17:58:37

13 Apr.

wl0:IGMP join received for group 224.0.1.187 on interface wl0

17:58:30

13 Apr.

eth1:[Device Connected] MAC Address:d8:0d:17:fb:1d:69 Host Name: TL-WPA8630P IP Address: 192.168.1.161

lease duration is 86400 seconds.

17:58:30

13 Apr.

BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53

61

57

55

60

12 | RequestOption55: 1

3

6

12

15

28

42 | HostName: TL-WPA8630P | VendorId: udhcp 1.19.4

17:58:30

13 Apr.

:DHCP Confirmation of Request

17:57:23

13 Apr.

eth1:[Device Connected] MAC Address:d8:0d:17:fb:1d:69 Host Name: TL-WPA8630P IP Address: 192.168.1.161

lease duration is 86400 seconds.

17:57:23

13 Apr.

BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53

61

57

55

60

12 | RequestOption55: 1

3

6

12

15

28

42 | HostName: TL-WPA8630P | VendorId: udhcp 1.19.4

17:57:23

13 Apr.

:DHCP Confirmation of Request

17:56:29

13 Apr.

wl0:IGMP join received for group 224.0.1.187 on interface wl0

17:56:16

13 Apr.

eth1:[Device Connected] MAC Address:d8:0d:17:fb:1d:69 Host Name: TL-WPA8630P IP Address: 192.168.1.161

lease duration is 86400 seconds.

17:56:16

13 Apr.

BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53

61

57

55

60

12 | RequestOption55: 1

3

6

12

15

28

42 | HostName: TL-WPA8630P | VendorId: udhcp 1.19.4

17:56:16

13 Apr.

:DHCP Confirmation of Request

17:55:08

13 Apr.

eth1:[Device Connected] MAC Address:d8:0d:17:fb:1d:69 Host Name: TL-WPA8630P IP Address: 192.168.1.161

lease duration is 86400 seconds.

17:55:08

13 Apr.

BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53

61

57

55

60

12 | RequestOption55: 1

3

6

12

15

28

42 | HostName: TL-WPA8630P | VendorId: udhcp 1.19.4

17:55:08

13 Apr.

:DHCP Confirmation of Request

17:54:29

13 Apr.

wl0:IGMP join received for group 224.0.1.187 on interface wl0

17:54:01

13 Apr.

eth1:[Device Connected] MAC Address:d8:0d:17:fb:1d:69 Host Name: TL-WPA8630P IP Address: 192.168.1.161

lease duration is 86400 seconds.

17:54:01

13 Apr.

BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53

61

57

55

60

12 | RequestOption55: 1

3

6

12

15

28

42 | HostName: TL-WPA8630P | VendorId: udhcp 1.19.4

17:54:01

13 Apr.

:DHCP Confirmation of Request

17:52:54

13 Apr.

eth1:[Device Connected] MAC Address:d8:0d:17:fb:1d:69 Host Name: TL-WPA8630P IP Address: 192.168.1.161

lease duration is 86400 seconds.

17:52:54

13 Apr.

BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53

61

57

55

60

12 | RequestOption55: 1

3

6

12

15

28

42 | HostName: TL-WPA8630P | VendorId: udhcp 1.19.4

17:52:54

13 Apr.

:DHCP Confirmation of Request

17:52:24

13 Apr.

wl0:IGMP join received for group 224.0.1.187 on interface wl0

17:51:47

13 Apr.

eth1:[Device Connected] MAC Address:d8:0d:17:fb:1d:69 Host Name: TL-WPA8630P IP Address: 192.168.1.161

lease duration is 86400 seconds.

17:51:47

13 Apr.

BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53

61

57

55

60

12 | RequestOption55: 1

3

6

12

15

28

42 | HostName: TL-WPA8630P | VendorId: udhcp 1.19.4

17:51:47

13 Apr.

:DHCP Confirmation of Request

17:50:40

13 Apr.

eth1:[Device Connected] MAC Address:d8:0d:17:fb:1d:69 Host Name: TL-WPA8630P IP Address: 192.168.1.161

lease duration is 86400 seconds.

17:50:40

13 Apr.

BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53

61

57

55

60

12 | RequestOption55: 1

3

6

12

15

28

42 | HostName: TL-WPA8630P | VendorId: udhcp 1.19.4

17:50:40

13 Apr.

:DHCP Confirmation of Request

17:50:14

13 Apr.

wl0:IGMP join received for group 224.0.1.187 on interface wl0

[Keith_Beddoe]

The picture you have shown, is not the 5C (no7 on my image)

[Keith_Beddoe]

Do you have any powerline adapters connected to your home hub, as I can see a TL-WPA8630P showing.

That is a TP Link one, and is know to cause problems with broadband.

Can you remove it from both ends, make sure they are unplugged from the mains, and see if you still get the disconnections.

Interference to copper delivered broadband (FTTC)  and ADSL, caused by Powerline Adapters. Not FTTP.

Powerline adapters or broadband extenders work by transmitting radio frequency signals down your mains wiring.

These frequencies start at about 2MHz and extend right up to 30MHz and beyond.

VDSL  also shares part of that frequency range. That means that if any of the signals from the powerline adapters, get into the phone wiring, or the BT Home hub, then they are going to reduce the quality and speed of your broadband connection, as they will interfere with the frequencies used by VDSL. You may see that as a drop in the upstream or downstream noise margin, or a drop in the maximum available speed. This can even affect ADSL under certain conditions, where other mains devices generate lower frequencies, when exposed to the higher frequencies. (Demodulation taking place).

It may even cause your home hub to disconnect, and then attempt to reconnect again. You will see this change on the lights of the home hub, and other devices will also disconnect.

This problem may get worse as the powerline adapters carry more data.

Its important to make sure that none of your phone wiring, including any extension wiring, runs near to your powerline adapters or main wiring.
If possible, plug the home hub into a different socket from the powerline adapter.

They may also have an affect on the download speed of an ADSL2+ connection.

TP Link ones seem to be a major source of problems. See the following threads on the forum.

My Powerline adapters slow down when downstream sync is high!

BT Infinity VDSL worse performance than ADSL

However there is a fix for the TP Link ones which was posted by davejanney, one of our forum members. Thank you.
You need to download this utility TP Link utility

Once you have it open go to the ADVANCED settings for the adaptor that is connected to the router. on the left hand side of the menu is MODE.
Within the mode settings there is an option to LOWER PLC-TO-VDSL INTERFERENCE MODE.

Now it warned me i would see a drop in speed however the change was instant! the speed on Speedtest.net doubled when running through the adaptors, and it is rock solid stable. i downloaded a 1Gb file with any connection drops, before it would have dropped out every 30sec.

See this post on the Plusnet forum Powerline Ethernet - A warning

[Ari87]

Sorry. 
My mistake. Looks more like number 6 BT socket. 

[Ari87]

Thank you Keith for looking through the log and identifying a possible problematic device

I have now disconnected both tp link devices and also the powerlined devices That were connected to these.  (The 3 devices are now connected to the by router by WiFi) 

If by disconnecting the tp link power line adapters proves to sort the issue out, I will try out the fix mentioned above in your post.

Thank you very much for your help up to now.

I will update here in ether case. Good or bad as this may help others with similar issues. 

[Ari87]

HI 

Back again . 

After testing with my tp link powerline adapters not connected for the past few weeks, the internet has been stable.

I was thinking of setting them up soon and applying the fix as stated in previous posts. Before I connected them, just today my internet has started to drop out. Its done it at least twice again. I did all various checks, no faults in my area, quiet line test ok. 

I noted down the last drop out which was around 4.20pm

I saved the log but not sure which part is needed. I'll post below and see if there's any indication of fault. 

https://www.dropbox.com/s/innkj8qqql5hld4/event_log.csv?dl=0