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Aspiring Contributor
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Message 1 of 27

BT home hub and broadband issues please help!!

This **** thing is driving me crazy.

To get broadband in my house we have to go with BT so signed up about a week and a half ago and got sent a home hub 3.

the thing connected up ok but the flaming internet connection drops out every 5 to 10 mins and its **bleep** annoying.

anyway a couple of days into the contract and the first home hub packs up, phone bt and am on with their broadband technician who i can barely understand for 30 minutes when he decides that the home hub is broke so he send out a new one a few days later......

connect that one up and its exactly the same dropping internet connection all the time and with a day and a half that home hub packed up too!!!!!!!!!!!!!

so i spent another 30 mins on the phone to bt again, no sorry nothing, send me another home hub so thats the third one in under 2 weeks and ive only had it connected for an hour or so and its dropping internet connection about every 5 mins.

effing rubbish

anything i can do ??? cant put up with this for 12 months!!!


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Distinguished Sage
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Message 2 of 27

Re: BT home hub and broadband issues please help!!

Hi Welcome to the forums

If you post the full stats from your router
For homehub – type 192.168.1.254 into your browser
Navigate to ADSL Settings or use the A-Z at the top right of the home page and scroll down to ADSL Settings and click on it

Click on More Details and then post the full results.
also post the full results from http://speedtester.bt.com/
Have you tried connecting to the test socket at the rear of the master socket Test Socket.jpg

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
also you could try the hints given by poster RogerB in this link they may help http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397

Then someone here may be able to help and offer more advice.


This is a customer to customer self help forum the only BT presence here are the forum moderators

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Message 3 of 27

Re: BT home hub and broadband issues please help!!

welcome to the forum

 

in order for the forum members to help please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester (MAC users may have problems) http://speedtester.bt.com or http://bt.custhelp.com/app/answers/detail/a_id/9354/c/346,4740,5520 and post the results .

are you connected directly 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



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Aspiring Contributor
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Message 4 of 27

Re: BT home hub and broadband issues please help!!

hi here are my settings ........ ADSL Line Status Connection Information Line state: Connected Connection time: 0 days, 16:26:23 Downstream: 832 Kbps Upstream: 448 Kbps ADSL Settings VPI/VCI: 0/38 Type: PPPoA Modulation: G.992.1 Annex A Latency type: Interleaved Noise margin (Down/Up): 5.7 dB / 10.0 dB Line attenuation (Down/Up): 71.4 dB / 31.5 dB Output power (Down/Up): 15.0 dBm / 12.6 dBm FEC Events (Down/Up): 67401 / 65 CRC Events (Down/Up): 31 / 13 Loss of Framing (Local/Remote): 0 / 0 Loss of Signal (Local/Remote): 0 / 0 Loss of Power (Local/Remote): 0 / 0 HEC Events (Down/Up): 74 / 9 Error Seconds (Local/Remote): 18 / 8 Im plugged directly into the only wall socket in the house via the filter bt supplied. done the quiet line test with the first router and it was fine, no noise. tried to do the speed test and it comes up that there is no line connected or words to that effect?
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Distinguished Sage
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Message 5 of 27

Re: BT home hub and broadband issues please help!!

Reformatted for the benefit of others Smiley Wink

 

Connection time: 0 days, 16:26:23

Downstream: 832 Kbps Upstream: 448 Kbps

ADSL Settings VPI/VCI: 0/38 Type: PPPoA Modulation: G.992.1 Annex A

Latency type:Interleaved

Noise margin (Down/Up): 5.7 dB / 10.0 dB

Line attenuation (Down/Up): 71.4 dB / 31.5 dB

Output power (Down/Up): 15.0 dBm / 12.6 dBm

FEC Events (Down/Up): 67401 / 65

CRC Events (Down/Up): 31 / 13

Loss of Framing (Local/Remote): 0 / 0

Loss of Signal (Local/Remote): 0 / 0

Loss of Power (Local/Remote): 0 / 0

HEC Events (Down/Up): 74 / 9 Error Seconds (Local/Remote): 18 / 8

 

A long way from the exchange I suspect...

 

You could look here http://bt.custhelp.com/app/answers/detail/a_id/7609/~/my-broadband-connection-keeps-dropping

 

If you leave it connected and do not reset or power cycle the hub, it may stabilise eventually, but you are not going to get much speed with that amount of line attenuation.

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Aspiring Contributor
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Message 6 of 27

Re: BT home hub and broadband issues please help!!

this is my event log for today.......

 

10:24:41, 25 Jan.(63935.400000) Admin login successful by 192.168.1.64 on HTTP
10:24:02, 25 Jan.(63895.970000) Lease for IP 192.168.1.64 renewed by host SARENTON (MAC 00:17:3f:d7:87:ef). Lease duration: 1440 min
10:24:02, 25 Jan.(63895.970000) Lease requested
10:24:02, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 24 Mbps

10:24:01, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 18 Mbps

10:23:45, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 12 Mbps

10:22:38, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 11 Mbps

10:22:29, 25 Jan.Host 7c:61:93:1d:1d:2a connected to SSID 'BTHub3-Q92C' at 54 Mbps

10:22:29, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 24 Mbps

10:22:20, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 36 Mbps

10:22:16, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 24 Mbps

10:21:42, 25 Jan.(63756.560000) Lease for IP 192.168.1.64 renewed by host SARENTON (MAC 00:17:3f:d7:87:ef). Lease duration: 1440 min
10:21:42, 25 Jan.(63756.560000) Lease requested
10:21:42, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 18 Mbps

10:21:41, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 11 Mbps

10:21:10, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 24 Mbps

10:19:55, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 18 Mbps

10:19:39, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 24 Mbps

10:19:07, 25 Jan.(63601.010000) Lease for IP 192.168.1.64 renewed by host SARENTON (MAC 00:17:3f:d7:87:ef). Lease duration: 1440 min
10:19:07, 25 Jan.(63601.000000) Lease requested
10:19:07, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 24 Mbps

10:19:06, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 18 Mbps

10:18:50, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 24 Mbps

10:18:46, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 18 Mbps

10:18:42, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 12 Mbps

10:18:37, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 11 Mbps

10:18:08, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 12 Mbps

10:17:04, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 11 Mbps

10:16:58, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 36 Mbps

10:16:55, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 24 Mbps

10:16:45, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 36 Mbps

10:16:31, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 24 Mbps

10:15:31, 25 Jan.Host 7c:61:93:1d:1d:2a connected to SSID 'BTHub3-Q92C' at 48 Mbps

10:12:19, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 48 Mbps

10:10:46, 25 Jan.Host 7c:61:93:1d:1d:2a connected to SSID 'BTHub3-Q92C' at 18 Mbps

10:10:39, 25 Jan.(63093.350000) Lease for IP 192.168.1.64 renewed by host SARENTON (MAC 00:17:3f:d7:87:ef). Lease duration: 1440 min
10:10:39, 25 Jan.(63093.350000) Lease requested
10:10:39, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 24 Mbps

10:05:02, 25 Jan.Host 7c:61:93:1d:1d:2a connected to SSID 'BTHub3-Q92C' at 18 Mbps

10:04:54, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 18 Mbps

10:03:20, 25 Jan.Host 7c:61:93:1d:1d:2a connected to SSID 'BTHub3-Q92C' at 5 Mbps

10:02:21, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 11 Mbps

10:00:33, 25 Jan.Host 7c:61:93:1d:1d:2a connected to SSID 'BTHub3-Q92C' at 18 Mbps

10:00:20, 25 Jan.Host 7c:61:93:1d:1d:2a connected to SSID 'BTHub3-Q92C' at 12 Mbps

10:00:19, 25 Jan.Host 7c:61:93:1d:1d:2a connected to SSID 'BTHub3-Q92C' at 11 Mbps

10:00:02, 25 Jan.Host 00:17:3f:d7:87:ef connected to SSID 'BTHub3-Q92C' at 24 Mbps
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Distinguished Sage
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Message 7 of 27

Re: BT home hub and broadband issues please help!!

Those events are just wireless and Ethernet connections, nothing to do with the broadband connection.

 

Are you sure that its your broadband connection thats dropping and not just the wireless connection?

 

Does the broadband light on your home hub change colour?

 

It just looks like wireless has the problem, take a look here Wireless Help

 

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Aspiring Contributor
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Message 8 of 27

Re: BT home hub and broadband issues please help!!

hi thanks for the reply.

 

all the lights are staying on when the connection drops.

 

so ive changed the wirelsee speed from b/g/n to b/g only and will see how this goes!!

 

fingers crossed

 

cheers

 

steve

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Aspiring Contributor
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Message 9 of 27

Re: BT home hub and broadband issues please help!!

well that didnt work!!!

 

dropping out just as often.

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Message 10 of 27

Re: BT home hub and broadband issues please help!!


@renton wrote:

well that didnt work!!!

 

dropping out just as often.


Did you try all the other options in my document?

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