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slandrews
Beginner
3,730 Views
Message 1 of 19

Broadband always disconnects when it Rains!

My BT Broadband service always disconnects each time it rains!

 

The Home Hub confirms a disconnection by showing the amber indicator for the Broadband service. All Wired and Wireless devices although show connected to the Hub are unable to access the Internet. A default Home Hub showing no Internet connection is also displayed when the Internet is accessed from a browser.

 

If I look at the event log on the Home Hub it shows a WAN disconnectis, as shown below. I am certain the fault is associated with the weather as every-time it fails it is either raining or just starting to rain.

 

The analogue Phone service appears to work normally even when the Broadband Service is down.

 

I ahave a BT Home Hub version 3 with the latest firmware.

 

 

This morning as there have been only light showers, the Broadband service has gone down 3 times in an hour.

 

11:42:22,29 May. WAN connection WAN1_INTERNET_B_ATM2_0_35 connected.

11:42:21,29 May. DSL Link Up: Down Rate=3136Kbps, Up Rate=713Kbps; SNR Margin Down=6.3dB, Up=6.1dB;

11:40:00,29 May. WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]

11:39:58,29 May. PPP LCP Send Termination Request

11:39:58,29 May. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_NO_CARRIER]

11:39:58,29 May. DSL Link Down:the duration is 547 seconds [1 : LosDetector]

 

11:30:52,29 May. WAN connection WAN1_INTERNET_B_ATM2_0_35 connected.

11:30:51,29 May. DSL Link Up: Down Rate=2923Kbps, Up Rate=728Kbps; SNR Margin Down=6.3dB, Up=6.1dB;

11:28:13,29 May. WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]

11:28:11,29 May. PPP LCP Send Termination Request

11:28:10,29 May. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_NO_CARRIER]

11:28:10,29 May. DSL Link Down:the duration is 1078 seconds [1 : LosDetector]

 

11:10:14,29 May. WAN connection WAN1_INTERNET_B_ATM2_0_35 connected.

11:10:13,29 May. DSL Link Up: Down Rate=3118Kbps, Up Rate=765Kbps; SNR Margin Down=6.3dB, Up=6.2dB;

11:07:57,29 May. WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]

11:07:55,29 May. PPP LCP Send Termination Request

11:07:54,29 May. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_NO_CARRIER]

11:07:54,29 May. DSL Link Down:the duration is 151627 seconds [1 : LosDetector]

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18 REPLIES 18
imjolly
Distinguished Sage
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Message 2 of 19

Re: Broadband always disconnects when it Rains!

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  have you also tried quiet line test when your broadband is dropping to see if there is line noise.  if there was water ingress on your line I would expect your phone to have problems at the same time

Someone may then be able to offer help/assistance/suggestions to your problem

 

 

 

test socket.jpg



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slandrews
Beginner
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Message 3 of 19

Re: Broadband always disconnects when it Rains!

Thanks for the prompt reply.

 

I believe these are the ADSL stats you requested:

 

11:42:21,29 May. DSL Link Up: Down Rate=3136Kbps, Up Rate=713Kbps; SNR Margin Down=6.3dB, Up=6.1dB;

11:30:51,29 May. DSL Link Up: Down Rate=2923Kbps, Up Rate=728Kbps; SNR Margin Down=6.3dB, Up=6.1dB;

11:10:13,29 May. DSL Link Up: Down Rate=3118Kbps, Up Rate=765Kbps; SNR Margin Down=6.3dB, Up=6.2dB;

 

The BT Home Hub 3 is connected to a filter which is then connected directly to the Master socket.

The Master socket is the only socket on the premises.

 

I have performed a quiet line test and can detect no noise on the line.

 

I have run a BT Speedtest and have the following results:

Dowload Speed: 2.72 Mbps

Upload Speed: 0.57 Mbps

Ping Latency: 63:88 ms

 

Reagrds

 

Stewart

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imjolly
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Message 4 of 19

Re: Broadband always disconnects when it Rains!

if you have a HH3 then you should be able to find the adsl stats rather than the the lines from the logs.  this will give far more information especially about line errors



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slandrews
Beginner
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Message 5 of 19

Re: Broadband always disconnects when it Rains!

ADSL Line Status from HH3:

 

Connection information

Line state: Connected

Connection time: 0 day, 04:56:15

Downstream: 3,136 Kbps

Upstream: 713 Kbps

 

ADSL settings

VPI/VCI: 0/38

Type: PPPoA

Modulation: G.992.3 Annex A

Latency type: Interleaved

Noise margin (Down/Up): 4.4 dB / 6.0 dB

Line attenuation (Down/Up): 57.5 dB / 36.6 dB

Output power (Down/Up): 0.0 dBm / 12.6 dBm

FEC Events (Down/Up): 3823908 / 1659

CRC Events (Down/Up): 72639 / 89

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

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

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

Loss of Link (Remote): 0

HEC Errors (Down/Up): 480032 / 117

Error Seconds (Local/Remote): 0 / 53

 

 

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imjolly
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Message 6 of 19

Re: Broadband always disconnects when it Rains!

the 3 lines of adsl stats you posted show 3 resets in space of 30min was that manual resets or router dropping connection?

 

with your attenuation I would expect a conenction of about 3mb which is consistent with current speed of 3.1mb

 

do you have a test socket? if so have you tried conencting to the test socket?



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slandrews
Beginner
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Message 7 of 19

Re: Broadband always disconnects when it Rains!

 

The 3 resets this morning were the result of the router dropping connections (it started raining).

 

I will have a look and try the test socket now.

 

Regards

 

Stewart 

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slandrews
Beginner
3,695 Views
Message 8 of 19

Re: Broadband always disconnects when it Rains!

Now plugged into test socket.

 

ADSL Line Status form HH3 while plugged into Test Socket.


Connection information
Line state: Connected
Connection time: 0 day, 00:05:11
Downstream: 2,983 Kbps
Upstream: 770 Kbps

 

ADSL settings

VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.3 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 6.1 dB / 6.5 dB
Line attenuation (Down/Up): 59.0 dB / 36.6 dB
Output power (Down/Up): 0.0 dBm / 12.8 dBm
FEC Events (Down/Up): 1181 / 13
CRC Events (Down/Up): 1 / 3
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
HEC Errors (Down/Up): 0 / 3
Error Seconds (Local/Remote): 0 / 3

 

My issue is not the speed but the disconnection when it rains.  Wiring from the Master socket goes directly up the wall into the loft (bungalow), then out overhead to a telegraph pole about 60 meters away.

 

Regards

 

Stewart 

 

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john46
Distinguished Sage
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Message 9 of 19

Re: Broadband always disconnects when it Rains!

can you please repost your stats after several hours so we can see how the errors have change while still connected to the test socket
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Thefixer
Beginner
3,669 Views
Message 10 of 19

Re: Broadband always disconnects when it Rains!

Hi there

 

I would try to get an engineering vist, is the line noisy at all? The wire running down the wall, is it a pair of wires that look like 2 pair speaker wire or is it a single black wire?

 

Can you see any damage to it?

 

 

 

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