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Message 1 of 6

BT Hub 5A VDSL ongoing drop-out issues - Help needed

I upgraded to BT Infinity back in April time with a BT Home Hub 5A and ever since have experienced irregular and frequent drop-outs of the VDSL2 connection. These usually last for about two minutes, with an orange light (which may flash) on the router and a "b" symbol. 

 

I would call BT support, but was on hold for 50 minutes yesterday only to be told that the person was unfortunately finishing her shift in India and couldn't help!

 

Looking at the stats of the HH5 today, it seems to have rebooted again overnight. I am getting concerned that the DLM might lower my speed with all the impromptu failures and reb-boots of the connection. It already shows at 38MB, when the connect speed is much higher at 50MB. I am only about 150 - 200 metres from the roadside FTTC cabinet.

 

Most service drop-outs happen early in the morning (7am is a popular time) - but they can sometimes happen at any time during the day. On average we get two drop-outs a day. I get a 'cannot connect to broadband' message on any connected devices. The drop-outs are not wireless related as they affect Ethernet connected PC's. The drop-outs are not assocaited with us doing anything in particular in the house, so are unlikely to be home-interference related.

 

I have a dedicated line for the VDSL2 service with no house extension wiring connected to it. There is one micro-filter fitted at the master socket and a telephone connected to it. That's all.

 

I used to get about 8MB on ADSL2 on this line, with no connection issues at all. Everything was rock solid.

 

The line noise margin looks fine. I read on another post that 6dB is OK for VDSL. I have nearly 10dB!

A quiet line test reveals no problems with the line.

 

I also have a Smart Hub here, but have had to disconnect it because the BT Access Control doesn't work. Unfortunately, I did that before I could assess whether that suffered VDSL drop outs as my kids were running amock on the Internet with no controls over usage.

 

If anyone can offer any help or advice, it would be appreciated. I have stuck with the HH5 for so long as I like the dual band capability, but maybe the answer is to change to a professional router. Does anyone know a decent dual band VDSL router, with good wireless performance (we have a big house)?!

 

Here's a screen dump of the Home Hub 5 stats, taken early this morning:

 

hh5.png

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: BT Hub 5A VDSL ongoing drop-out issues - Help needed

have you tried using the test socket with a new filter and see if that help router stability?  all the drops/resets in connection have resulted in the lower speed and higher noise margin.  the normal noise margin is 6db and your higher 9.6db needs to drop to nearer 6db before your conenction speed will move closer to your attainable speed



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Contributor
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Message 3 of 6

Re: BT Hub 5A VDSL ongoing drop-out issues - Help needed

Thanks for your reply and help.

 

Another brief re-sync type outage happened last evening.

I then went to my office at 10:30pm last night and checked the DSL filter. It was a Belkin DSL Filter Model Z-300UK-BELKIN. I have now changed it to the one shipped with the Hub 5.

 

I am not sure whether this old filter was just for ADSL (1-2MHz) and whether there is any difference between VDSL filters and DSL ones, as VDSL uses frequencies up to 17MHz. If you know anything about that, or have any knowledge of Infinity problems being caused by older ADSL filters, I would appreciate your thoughts.

 

I checked this morning and the service has run stable through the night, but then it has run for 6+ days in the past before an outage occurs. If this doesn't work I may have to try the bug ridden Smart Hub, which i still have here, after BT refused to give me a refund.

 

I am concerned by my ever-lowering line speed and higher S/N ratio, as these problems proliferate. If I can solve the outages, will this connect speed (currently at 38MB when line speed is 51MB) gradually improve, or will I need an engineer to reset the DLM? I don't suppose the useless BT India Support Team will be able to help?

 

Incidentally, I called them two nights ago, was on hold for 50 minutes only to be told that the girl who I was speaking to "was coming to the end of her shift and couldn't help" and that "we cannot refund you for the hub, but if it is faulty, we can replace it". Given the issues I have are purely software then there is little point in replacing it, as BT Access Control has a show-stopping bug! I was also promised a call back by her manager last night between 7 and 9pm, which not surprisingly never happened. 

 

Also, I found the HH6 wireless signal worse than the HH5, I was getting WiFi drop-outs where there were none before, in various rooms of our house. I am not sure whether the bandwidth used by the wireless signal is higher, hence the perceived signal drop. It's odd that by placing the hub in exactly the same room position as the HH5 and setting it up with the same WiFi channel that the results should be noticeably worse in terms of indicated signal on each device. I have not checked data throughput to those wireless devoces though.

 

Thanks once again.

Steve

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Distinguished Sage
Distinguished Sage
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Message 4 of 6

Re: BT Hub 5A VDSL ongoing drop-out issues - Help needed

an existing adsl filter works just as well with adsl as vdsl2.  however filters do not last forever so maybe a change to new filter will help

 

if you can now get a stable connection then your connection should improve but it can take a few weeks for DLM to act



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Contributor
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Message 5 of 6

Re: BT Hub 5A VDSL ongoing drop-out issues - Help needed

Thanks. Will see how it goes in the next few days.
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Contributor
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Message 6 of 6

Re: BT Hub 5A VDSL ongoing drop-out issues - Help needed

The HH5 went 5 or 6 days with no problems with the new DSL filter. Unfortunately, it then re-started at 23:22pm on the 3rd August, when there should have been little to no activity on the hub, as everyone was probably in bed. Interestingly, it appears that the Watchdog timer in the box initiated a re-start from the Event Log. This smacks of a bug or hardware issue to me. I always thought that it is nothing to do with interference on the line. This seems to back this up.

 

Any ideas, short of buying a decent router? Anyone know a good dual band router with in-built VDSL2 modem?

 

23:25:14, 03 Aug.ath10: STA 8c:fa:ba:a9:a1:31 IEEE 802.11: Client disassociated
23:25:13, 03 Aug.ath10: STA 64:20:0c:35:55:f2 IEEE 802.11: Client disassociated
23:25:09, 03 Aug.ath10: STA 8c:fa:ba:a9:a1:31 IEEE 802.11: Client associated
23:25:07, 03 Aug.ath10: STA 64:20:0c:35:55:f2 IEEE 802.11: Client associated
23:24:54, 03 Aug.( 162.380000) CWMP: session completed successfully
23:24:54, 03 Aug.( 162.220000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
23:24:52, 03 Aug.( 160.550000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
23:24:52, 03 Aug.( 160.550000) CWMP: Session start now. Event code(s): '6 CONNECTION REQUEST,4 VALUE CHANGE'
23:24:52, 03 Aug.( 160.140000) CWMP: Initializing transaction for event code 6 CONNECTION REQUEST
23:24:51, 03 Aug.( 159.180000) CWMP: session completed successfully
23:24:50, 03 Aug.( 158.610000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
23:24:30, 03 Aug.( 153.670000) NTP synchronization success!
23:24:24, 03 Aug.( 147.510000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
23:24:24, 03 Aug.( 147.510000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
23:24:24, 03 Aug.( 147.100000) NTP synchronization start
23:24:22, 03 Aug.( 145.560000) WAN operating mode is VDSL
23:24:22, 03 Aug.( 145.560000) Last WAN operating mode was VDSL
23:24:21, 03 Aug.( 144.130000) PPP IPCP Receive Configuration ACK
23:24:21, 03 Aug.( 144.130000) PPP IPCP Send Configuration Request
23:24:21, 03 Aug.( 144.120000) PPP IPCP Receive Configuration NAK
23:24:21, 03 Aug.( 144.120000) PPP IPCP Send Configuration ACK
23:24:21, 03 Aug.( 144.120000) PPP IPCP Receive Configuration Request
23:24:21, 03 Aug.( 144.120000) PPP IPCP Send Configuration Request
23:24:20, 03 Aug.( 142.900000) PPPoE is up -​ Down Rate=38274000Kbps, Up Rate=9999000Kbps; SNR Margin Down=9.4dB, Up=10.3dB
23:24:20, 03 Aug.( 142.880000) CHAP authentication successful
23:24:19, 03 Aug.( 142.760000) CHAP Receive Challenge
23:24:19, 03 Aug.( 142.760000) Starting CHAP authentication with peer
23:24:19, 03 Aug.( 142.760000) PPP LCP Receive Configuration ACK
23:24:19, 03 Aug.( 142.750000) PPP LCP Send Configuration Request
23:24:19, 03 Aug.( 142.750000) PPP LCP Receive Configuration Reject
23:24:19, 03 Aug.( 142.750000) PPP LCP Send Configuration ACK
23:24:19, 03 Aug.( 142.750000) PPP LCP Receive Configuration Request
23:24:19, 03 Aug.( 142.750000) PPP LCP Send Configuration Request
23:24:04, 03 Aug.ath00: STA 8c:fa:ba:a9:a1:31 IEEE 802.11: Client disassociated
23:24:02, 03 Aug.ath00: STA 64:20:0c:35:55:f2 IEEE 802.11: Client disassociated
23:23:30, 03 Aug.( 93.180000) PTM over DSL is up
23:23:27, 03 Aug.ath00: STA 8c:fa:ba:a9:a1:31 IEEE 802.11: Client associated
23:23:26, 03 Aug.ath00: STA 64:20:0c:35:55:f2 IEEE 802.11: Client associated
23:23:25, 03 Aug.( 88.840000) CWMP: session closed due to error: No response
23:23:25, 03 Aug.( 88.820000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
23:23:25, 03 Aug.( 88.810000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
23:23:20, 03 Aug.( 83.560000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
23:22:55, 03 Aug.( 58.420000) CWMP: session closed due to error: No response
23:22:51, 03 Aug.ath00: STA 28:37:37:ba:6d:16 IEEE 802.11: Client associated
23:22:42, 03 Aug.( 45.270000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
23:22:42, 03 Aug.( 45.260000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
23:22:41, 03 Aug.( 44.690000) CWMP: Initializing transaction for event code 1 BOOT
23:22:39, 03 Aug.( 41.900000) WiFi auto selected channel 48
23:22:39, 03 Aug.( 41.900000) 36-​97::40-​97::44-​97::48-​96::52-​96::56-​96::60-​95::64-​95::100-​94::104-​96::108-​96::112-​96::116-​96::120-​97::124-​98::128-​98
23:22:39, 03 Aug.( 41.900000) 5 GHz Wireless: Rescan, Reason: 'Power-​up'
23:22:39, 03 Aug.( 41.900000) WiFi auto selected channel 1
23:22:39, 03 Aug.( 41.900000) 1-​97::2-​97::3-​97::4-​96::5-​97::6-​97::7-​97::8-​98::9-​97::10-​98::11-​98::12-​98::13-​98
23:22:39, 03 Aug.( 41.890000) 2.4 GHz Wireless: Rescan, Reason: 'Power-​up'
23:22:38, 03 Aug.( 41.110000) WAN Auto-​sensing running.
23:22:33, 03 Aug.( 36.410000) System up, firmware version: 4.7.5.1.83.8.204.1.11 (Type A)
23:22:24, 03 Aug.( 27.330000) WPA2 mode selected
23:22:24, 03 Aug.( 27.330000) WPS enabled
23:22:22, 03 Aug.( 25.180000) WPA2 mode selected
23:22:22, 03 Aug.( 25.180000) WPS enabled
23:22:13, 03 Aug.( 16.210000) System start
23:22:13, 03 Aug.( 16.210000) Boot reason: watchdog reset
22:14:52, 03 Aug.ath00: STA 88:c6:63:88:c3:0b IEEE 802.11: Client associated
21:39:42, 03 Aug.ath00: STA 40:b3:95:3a:53:8a IEEE 802.11: Client associated
21:39:40, 03 Aug.ath00: STA 40:b3:95:3a:53:8a IEEE 802.11: Client disassociated
21:39:40, 03 Aug.ath00: STA 40:b3:95:3a:53:8a IEEE 802.11: Client associated
21:39:30, 03 Aug.ath00: STA 40:b3:95:3a:53:8a IEEE 802.11: Client disassociated
21:39:30, 03 Aug.ath00: STA 00:a4:23:28:53:02 IEEE 802.11: WiFi registration failed
21:21:26, 03 Aug.ath00: STA cc:3a:61:5b:34:04 IEEE 802.11: Client disassociated
21:09:30, 03 Aug.ath00: STA 88:c6:63:88:c3:0b IEEE 802.11: Client disassociated
21:09:30, 03 Aug.ath00: STA 00:a4:23:28:53:02 IEEE 802.11: WiFi registration failed
20:59:30, 03 Aug.ath00: STA bc:8c:cd:df:df:3c IEEE 802.11: Client disassociated
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