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naomiw
Beginner
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Message 1 of 14

BT Infinity 2 good speed but constant disconnects

Hello.

 

I see this is a common problem, and will continue to search for possible help, but in the meantime hope someone can suggest a solution.

 

We get 66M speed on BT infinity 2, installed for around 3 months. However ever since installation we get frequent (every half hour) disconnects where the hub says there is no broadband connection, and then resets itself.

 

The quiet line test is quiet.

 

Here is the log from a recent disconnect :-

 

Time and date    Message
11:44:51, 11 Nov.    (94547.080000) Admin login successful by 192.168.1.82 on HTTP
11:44:42, 11 Nov.    (94538.170000) Lease for IP 192.168.1.82 renewed by host Fenton (MAC 3c:a9:f4:39:7b:0c). Lease duration: 1440 min
11:44:42, 11 Nov.    (94538.170000) Device connected: Hostname: Fenton IP: 192.168.1.82 MAC: 3c:a9:f4:39:7b:0c Lease time: 1440 min. Link rate: 300.0 Mbps
11:44:42, 11 Nov.    (94538.030000) Lease requested
11:44:42, 11 Nov.    ath10: STA 3c:a9:f4:39:7b:0c IEEE 802.11: Client associated
11:44:41, 11 Nov.    ath10: STA 3c:a9:f4:39:7b:0c IEEE 802.11: Client disassociated
11:44:41, 11 Nov.    ath10: STA 00:37:b7:36:be:7b IEEE 802.11: WiFi registration failed
11:44:39, 11 Nov.    (94535.760000) Lease for IP 192.168.1.64 renewed by host BRW008092CE53B9 (MAC 00:80:92:ce:53:b9). Lease duration: 1440 min
11:44:39, 11 Nov.    (94535.760000) Device connected: Hostname: BRW008092CE53B9 IP: 192.168.1.64 MAC: 00:80:92:ce:53:b9 Lease time: 1440 min. Link rate: 26.0 Mbps
11:44:39, 11 Nov.    (94535.610000) Lease requested
11:44:35, 11 Nov.    (94530.990000) Lease for IP 192.168.1.67 renewed by host Gary-​Precision (MAC 24:77:03:bc:61:58). Lease duration: 1440 min
11:44:35, 11 Nov.    (94530.990000) Device connected: Hostname: Gary-​Precision IP: 192.168.1.67 MAC: 24:77:03:bc:61:58 Lease time: 1440 min. Link rate: 364.5 Mbps
11:44:34, 11 Nov.    (94530.860000) Lease requested
11:44:34, 11 Nov.    (94530.380000) Device disconnected: Hostname: kindle-​23bfddea0 IP: 192.168.1.66 MAC: 10:ae:60:88:fd:ff
11:44:33, 11 Nov.    (94529.720000) Host Fenton (MAC 3c:a9:f4:39:7b:0c) using IP 192.168.1.82 detected on interface ath10, port -​1
11:44:33, 11 Nov.    (94529.350000) Lease for IP 192.168.1.69 renewed by host GPhone (MAC 9c:35:eb:d5:a6:f6). Lease duration: 1440 min
11:44:33, 11 Nov.    (94529.350000) Device connected: Hostname: GPhone IP: 192.168.1.69 MAC: 9c:35:eb:d5:a6:f6 Lease time: 1440 min. Link rate: 52.8 Mbps
11:44:33, 11 Nov.    (94529.190000) Lease requested
11:44:32, 11 Nov.    (94528.610000) CWMP: session completed successfully
11:44:32, 11 Nov.    (94528.250000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
11:44:31, 11 Nov.    ath00: STA 9c:35:eb:d5:a6:f6 IEEE 802.11: Client associated
11:44:31, 11 Nov.    ath00: STA 00:80:92:ce:53:b9 IEEE 802.11: Client associated
11:44:31, 11 Nov.    ath00: STA 24:77:03:bc:61:58 IEEE 802.11: Client disassociated
11:44:31, 11 Nov.    ath00: STA 00:80:92:ce:53:b9 IEEE 802.11: Client disassociated
11:44:31, 11 Nov.    ath00: STA 3c:a9:f4:39:7b:0c IEEE 802.11: Client disassociated
11:44:31, 11 Nov.    ath00: STA 9c:35:eb:d5:a6:f6 IEEE 802.11: Client disassociated
11:44:31, 11 Nov.    ath00: STA 24:77:03:bc:61:58 IEEE 802.11: Client associated
11:44:31, 11 Nov.    ath00: STA 9c:35:eb:d6:ad:0e IEEE 802.11: Client disassociated
11:44:31, 11 Nov.    ath00: STA 3c:a9:f4:39:7b:0c IEEE 802.11: Client associated
11:44:31, 11 Nov.    ath00: STA 9c:35:eb:d5:a6:f6 IEEE 802.11: Client associated
11:44:29, 11 Nov.    (94525.900000) Lease for IP 192.168.1.67 renewed by host Gary-​Precision (MAC 24:77:03:bc:61:58). Lease duration: 1440 min
11:44:29, 11 Nov.    (94525.810000) Lease requested
11:44:29, 11 Nov.    (94525.390000) Device disconnected: Hostname: GPhone IP: 192.168.1.69 MAC: 9c:35:eb:d5:a6:f6
11:44:29, 11 Nov.    (94525.390000) Device disconnected: Hostname: kindle-​23bfddea0 IP: 192.168.1.66 MAC: 10:ae:60:88:fd:ff
11:44:29, 11 Nov.    (94525.390000) Device disconnected: Hostname: Gary-​Precision IP: 192.168.1.67 MAC: 24:77:03:bc:61:58
11:44:29, 11 Nov.    ath00: STA 9c:35:eb:d5:a6:f6 IEEE 802.11: Client disassociated
11:44:29, 11 Nov.    ath00: STA 9c:35:eb:d5:a6:f6 IEEE 802.11: Client associated
11:44:29, 11 Nov.    ath10: STA 3c:a9:f4:39:7b:0c IEEE 802.11: Client associated
11:44:29, 11 Nov.    ath00: STA 00:80:92:ce:53:b9 IEEE 802.11: Client associated
11:44:29, 11 Nov.    ath10: STA 24:77:03:bc:61:58 IEEE 802.11: Client associated
11:44:29, 11 Nov.    ath00: STA 9c:35:eb:d6:ad:0e IEEE 802.11: Client associated
11:44:29, 11 Nov.    ath10: STA 3c:a9:f4:39:7b:0c IEEE 802.11: Client disassociated
11:44:29, 11 Nov.    ath10: STA 3c:a9:f4:39:7b:0c IEEE 802.11: Client associated
11:44:29, 11 Nov.    ath00: STA 00:80:92:ce:53:b9 IEEE 802.11: Client disassociated
11:44:29, 11 Nov.    ath00: STA 00:80:92:ce:53:b9 IEEE 802.11: Client associated
11:44:29, 11 Nov.    ath10: STA 9c:35:eb:d6:ad:0e IEEE 802.11: Client disassociated
11:44:29, 11 Nov.    ath10: STA 3c:a9:f4:39:7b:0c IEEE 802.11: Client disassociated
11:44:29, 11 Nov.    ath00: STA 9c:35:eb:d6:ad:0e IEEE 802.11: Client disassociated
11:44:29, 11 Nov.    ath10: STA 24:77:03:bc:61:58 IEEE 802.11: Client disassociated
11:44:29, 11 Nov.    ath00: STA 00:80:92:ce:53:b9 IEEE 802.11: Client disassociated
11:44:29, 11 Nov.    ath10: STA 9c:35:eb:d6:ad:0e IEEE 802.11: Client associated
11:44:29, 11 Nov.    ath00: STA 9c:35:eb:d5:a6:f6 IEEE 802.11: Client disassociated
11:44:27, 11 Nov.    ath10: STA 24:77:03:bc:61:58 IEEE 802.11: Client associated
11:44:24, 11 Nov.    (94520.220000) Host Fenton (MAC 3c:a9:f4:39:7b:0c) using IP 192.168.1.82 detected on interface ath00, port -​1
11:44:23, 11 Nov.    (94518.970000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
11:44:23, 11 Nov.    (94518.960000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
11:44:23, 11 Nov.    (94519.510000) Device disconnected: Hostname: GPhone IP: 192.168.1.69 MAC: 9c:35:eb:d5:a6:f6
11:44:23, 11 Nov.    (94519.500000) Device disconnected: Hostname: kindle-​23bfddea0 IP: 192.168.1.66 MAC: 10:ae:60:88:fd:ff
11:44:23, 11 Nov.    (94519.500000) Device disconnected: Hostname: Fenton IP: 192.168.1.82 MAC: 3c:a9:f4:39:7b:0c
11:44:23, 11 Nov.    (94519.500000) Device disconnected: Hostname: Naomis-​iPhone IP: 192.168.1.71 MAC: 9c:35:eb:d6:ad:0e
11:44:23, 11 Nov.    ath00: STA 24:77:03:bc:61:58 IEEE 802.11: Client disassociated
11:44:07, 11 Nov.    (94503.900000) WAN operating mode is VDSL
11:44:07, 11 Nov.    (94503.900000) Last WAN operating mode was VDSL
11:44:06, 11 Nov.    (94502.100000) PPP IPCP Receive Configuration ACK
11:44:06, 11 Nov.    (94502.090000) PPP IPCP Send Configuration Request
11:44:06, 11 Nov.    (94502.080000) PPP IPCP Receive Configuration NAK
11:44:06, 11 Nov.    (94502.080000) PPP IPCP Send Configuration ACK
11:44:06, 11 Nov.    (94502.080000) PPP IPCP Receive Configuration Request
11:44:06, 11 Nov.    (94502.070000) PPP IPCP Send Configuration Request
11:44:04, 11 Nov.    (94500.480000) PPPoE is up -​ Down Rate=79765000Kbps, Up Rate=19999000Kbps; SNR Margin Down=6.4dB, Up=15.3dB
11:44:04, 11 Nov.    (94500.470000) CHAP authentication successful
11:44:04, 11 Nov.    (94500.420000) CHAP Receive Challenge
11:44:04, 11 Nov.    (94500.420000) Starting CHAP authentication with peer
11:44:04, 11 Nov.    (94500.420000) PPP LCP Receive Configuration ACK
11:44:04, 11 Nov.    (94500.410000) PPP LCP Send Configuration Request
11:44:04, 11 Nov.    (94500.410000) PPP LCP Receive Configuration Reject
11:44:04, 11 Nov.    (94500.410000) PPP LCP Send Configuration ACK
11:44:04, 11 Nov.    (94500.410000) PPP LCP Receive Configuration Request
11:44:04, 11 Nov.    (94500.410000) PPP LCP Send Configuration Request
11:43:11, 11 Nov.    (94447.410000) PTM over DSL is up
11:42:34, 11 Nov.    (94410.240000) PTM over DSL is down after 0 minutes uptime
11:42:07, 11 Nov.    ath10: STA 00:37:b7:36:be:7b IEEE 802.11: WiFi registration failed
11:41:53, 11 Nov.    (94369.450000) CWMP: session closed due to error: No response
11:41:50, 11 Nov.    (94366.680000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
11:41:50, 11 Nov.    (94366.680000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
11:41:47, 11 Nov.    (94363.030000) PTM over DSL is up
11:41:19, 11 Nov.    (94335.740000) CWMP: session closed due to error: No response
11:41:16, 11 Nov.    (94332.900000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
11:41:16, 11 Nov.    (94332.890000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
11:41:16, 11 Nov.    (94332.510000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
11:41:10, 11 Nov.    (94326.850000) PTM over DSL is down after 10 minutes uptime
11:41:10, 11 Nov.    (94326.840000) PPPoE is down after 9 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
11:41:05, 11 Nov.    (94321.290000) PPP LCP Send Termination Request [User request]
11:40:10, 11 Nov.    (94266.190000) Host Naomis-​iPhone (MAC 9c:35:eb:d6:ad:0e) using IP 192.168.1.71 detected on interface ath00, port -​1
11:40:04, 11 Nov.    ath00: STA 9c:35:eb:d6:ad:0e IEEE 802.11: Client associated
11:32:17, 11 Nov.    (93793.270000) Lease for IP 192.168.1.64 renewed by host BRW008092CE53B9 (MAC 00:80:92:ce:53:b9). Lease duration: 1440 min
11:32:17, 11 Nov.    (93793.270000) Device connected: Hostname: BRW008092CE53B9 IP: 192.168.1.64 MAC: 00:80:92:ce:53:b9 Lease time: 1440 min. Link rate: 20.3 Mbps
11:32:17, 11 Nov.    (93793.170000) Lease requested
11:32:14, 11 Nov.    ath00: STA 00:80:92:ce:53:b9 IEEE 802.11: Client associated
11:32:12, 11 Nov.    (93788.470000) Lease for IP 192.168.1.69 renewed by host GPhone (MAC 9c:35:eb:d5:a6:f6). Lease duration: 1440 min

 

The problem appears to start around 11:41 and I'm hoping someone with more knowledge than me can spot something helpful here.

 

Thanks very much.

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13 REPLIES 13
imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 14

Re: BT Infinity 2 good speed but constant disconnects

if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post 1-12

 

 

 

can you run btspeedtester and when first test completes then run diagnostic test and post results  must be done with wired connection  btspeedtester

 

 

 

can you enter your phone number and post results  remember to delete number wholesale FTTC check

 

 

 

try quiet line test   dial 17070 option 2  should be quiet and best with corded phone



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oliver-munn
Contributor
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Message 3 of 14

Re: BT Infinity 2 good speed but constant disconnects

Please follow this guide to obtain your line stats so you can post them here

 

Router Stats
The information contained within your router management pages can really help others diagnose technical issues. To post these stats, open up a web browser and type 192.168.1.254 or BThomehub.home. Navigate to the 'Troubleshooting' Tab and then click on 'Helpdesk', you will then need to enter the admin password which can be found on the sticker on the back of BT Home Hub 4 and 5. BT Home hub 3 will have the sticker on the underside of the router.

 

When using a Hub 3, you will see an option at the bottom right hand corner to select 'full details'. click on this, copy the info displayed and post the results. If using a BT Home Hub 4 or 5 navigate to 'Troubleshooting' then to 'Logs'. You will then find two lines which will state 'DSL noise margin' and 'DSL line rate', copy this info and include this in your post.

 

There is a video on our BTCare YouTube channel that will show this process in action, please see, Finding your connection stats on the BT Home Hub 3, 4 and 5

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naomiw
Beginner
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Message 4 of 14

Re: BT Infinity 2 good speed but constant disconnects

Thanks.

 

1. Product name:BT Home Hub
2. Serial number:+068543+NQ51611972
3. Firmware version:Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 24/07/15
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 01:43:33
6. Data rate:20000 / 50060
7. Maximum data rate:20286 / 49957
8. Noise margin:6.0 / 6.6
9. Line attenuation:29.0 / 23.7
10. Signal attenuation:29.2 / 23.8
11. Data sent/received:2.6 GB / 2.8 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-TXS9
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:11
18. 5 GHz Wireless network/SSID:BTHub5-TXS9
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:00:37:b7:36:be:78
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
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naomiw
Beginner
837 Views
Message 5 of 14

Re: BT Infinity 2 good speed but constant disconnects

Here's some results, thanks.

 

BT BROADBAND AVAILABILITY CHECKER
Telephone Number 01753XXXXXX on Exchange FULMER is served by Cabinet 3

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

  HighLowHighLow    
FTTC Range A (Clean)80762020--Available
FTTC Range B (Impacted)80742019--Available
WBC ADSL 2+Up to 14--8 to 18.5Available
WBC ADSL 2+ Annex MUp to 14Up to 18 to 18.5Available
ADSL MaxUp to 8--7 to 8Available
Fixed Rate2 ----Available
Other Offerings
Fibre Multicast------Available
Copper Multicast------Available

 

 

 

 

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

 

This line has jumpers in place.

For FTTC Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.

 

Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014.

If the End User wishes to migrate from their current Broadband supplier they will need to contact the Broadband supplier they want to take service from to arrange for the service to be migrated.

 

Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service.

 

Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number check.

Thank you for your interest.

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naomiw
Beginner
830 Views
Message 6 of 14

Re: BT Infinity 2 good speed but constant disconnects

Sorry no btspeedtester results yet as I'm on wireless and it's not convenient to connect by wire at the moment. I ran the quiet line test as I mentioned above, and it sounded very quiet to me.

 

Hopefully there's something relevant in the results so far?

 

Thanks again.

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oliver-munn
Contributor
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Message 7 of 14

Re: BT Infinity 2 good speed but constant disconnects

Is everything connected over wireless or do you have many wired devices?

 

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imjolly
Distinguished Sage
Distinguished Sage
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Message 8 of 14

Re: BT Infinity 2 good speed but constant disconnects

Was this self install?  If so can you try connecting to the test socket with a new filter and see if that improves the connection. test socket.jpg

 

Whether you you are using wired or wireless doesn't matter at present as your speed is lower than your estimate do try and imprive that first



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naomiw
Beginner
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Message 9 of 14

Re: BT Infinity 2 good speed but constant disconnects

 
Broadband Speed Test Results
Download speed (Mbps) : 46.69
Upload speed (Mbps) : 16.19
Ping Latency (ms) : 29.38
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naomiw
Beginner
741 Views
Message 10 of 14

Re: BT Infinity 2 good speed but constant disconnects

Sorry everyone for the delay.

I've posted btspeedtester results above, with wired connection between Home Hub 5 Type A and laptop.

 

We're happy with the speed we are getting - that is not the problem. We understand wireless connections can slow things down, that is not the problem.

 

The BT hub itself regularly tells us it has disconnected from the Broadband - that IS the problem! It then resets itself in the process of reconnecting, which of course resets the wireless too.

 

What is the best approach to fixing this problem please? Should I get a hub replacement from BT? Should I ask them to fix the line? Any help much appreciated.


@naomiw wrote:
 
Broadband Speed Test Results
Download speed (Mbps) : 46.69
Upload speed (Mbps) : 16.19
Ping Latency (ms) : 29.38

 

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