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Message 1 of 12

Broadband connection dropping. Seven engineers, five months, no resolution.

I am so frustrated. My broadband connection was absolutely fine until Novemeber last year, when it suddenly and randomly started dropping, sometimes up to 40 times a day. Sometimes it will drop for seconds, other times the process takes minutes. It starts with a fast-flashing orange light (usually no red broadband light), which gets slower until it reconnects. At times, it is fine for days before having a fit and not connecting properly for days at a time. The issues seem to be clustered, but with no obvious pattern (I recorded every drop for two weeks and could see no pattern re times/weather etc). We have had seven engineers, all of whom have thought they have fixed it, but there is clearly still an issue as it dropped out several times this morning (see WAN log below which shows a small portion of the cluster; it was going on for at least 2 hours). When it IS working, the speed seems fine. Phone line is also sporadically crackling, an engineer replaced the box and thought he had fixed it but he hadn't. Bizarrely, it always works ok for a day or so after the engineer has left. I am not au fait with many technical terms, so have no idea whether the 'noise' thing means anything. Please help!

 

10:54:26, 28 Apr.

( 1421.300000) PPP LCP Send Configuration Request

10:54:24, 28 Apr.

( 1419.240000) ETHoA is up - VPI: 0, VCI:35

10:54:24, 28 Apr.

( 1419.240000) DSL is up

10:54:23, 28 Apr.

( 1417.780000) DSL noise margin: 5.90 dB upstream, 8.70 dB downstream

10:54:22, 28 Apr.

( 1416.850000) DSL line rate: 800 Kbps upstream, 14712 Kbps downstream

10:53:34, 28 Apr.

( 1368.660000) DSL is down after 0 minutes uptime

10:53:34, 28 Apr.

( 1368.660000) ETHoA is down after 0 minutes uptime

10:53:33, 28 Apr.

( 1368.330000) PPPoA is down after 0 minutes uptime [Waiting for Underlying Connection (WAN DSL - Up)]

10:53:27, 28 Apr.

( 1362.160000) PPP LCP Send Termination Request [User request]

10:53:19, 28 Apr.

( 1354.030000) WAN operating mode is DSL

10:53:19, 28 Apr.

( 1354.030000) Last WAN operating mode was DSL

10:53:19, 28 Apr.

( 1353.990000) PPPoA is up - VPI: 0, VCI:38

10:53:18, 28 Apr.

( 1353.150000) PPP IPCP Receive Configuration ACK

10:53:18, 28 Apr.

( 1353.130000) PPP IPCP Send Configuration Request

10:53:18, 28 Apr.

( 1353.130000) PPP IPCP Receive Configuration NAK

10:53:18, 28 Apr.

( 1353.110000) PPP IPCP Send Configuration ACK

10:53:18, 28 Apr.

( 1353.110000) PPP IPCP Receive Configuration Request

10:53:18, 28 Apr.

( 1353.110000) PPP IPCP Send Configuration Request

10:53:18, 28 Apr.

( 1353.110000) CHAP authentication successful

10:53:18, 28 Apr.

( 1352.970000) CHAP Receive Challenge

10:53:18, 28 Apr.

( 1352.970000) Starting CHAP authentication with peer

10:53:18, 28 Apr.

( 1352.970000) PPP LCP Receive Configuration ACK

10:53:18, 28 Apr.

( 1352.950000) PPP LCP Send Configuration Request

10:53:18, 28 Apr.

( 1352.950000) PPP LCP Receive Configuration Reject

10:53:18, 28 Apr.

( 1352.950000) PPP LCP Send Configuration ACK

10:53:18, 28 Apr.

( 1352.950000) PPP LCP Receive Configuration Request

10:53:18, 28 Apr.

( 1352.870000) PPP LCP Send Configuration Request

10:53:16, 28 Apr.

( 1350.730000) ETHoA is up - VPI: 0, VCI:35

10:53:16, 28 Apr.

( 1350.730000) DSL is up

10:53:14, 28 Apr.

( 1349.270000) DSL noise margin: 8.90 dB upstream, 9.20 dB downstream

10:53:12, 28 Apr.

( 1346.850000) DSL line rate: 888 Kbps upstream, 16105 Kbps downstream

10:52:46, 28 Apr.

( 1320.740000) DSL is down after 0 minutes uptime

 

 

 

 

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Distinguished Sage
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Message 2 of 12

Re: Broadband connection dropping. Seven engineers, five months, no resolution.

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more

if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream

Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators
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Beginner
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Message 3 of 12

Re: Broadband connection dropping. Seven engineers, five months, no resolution.

Thank you. 

 

ADSL Line Status
Connection Information
Line state:Connected
Connection time:0 days, 01:38:23
Downstream:14.46 Mbps
Upstream:795.4 Kbps
 

 

10:55:29, 28 Apr.( 1483.930000) DSL noise margin: 5.90 dB upstream, 8.70 dB downstream
10:55:27, 28 Apr.( 1481.710000) DSL line rate: 795 Kbps upstream, 14806 Kbps downstream
10:55:16, 28 Apr.( 1470.720000) CWMP: session closed due to error: Could not resolve host
10:55:16, 28 Apr.( 1470.700000) C

 

Speed test shows:

 

Down: 12.79

Up: 0.68

Ping: 38.88

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Distinguished Sage
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Message 4 of 12

Re: Broadband connection dropping. Seven engineers, five months, no resolution.

are you using the test socket?  if not can you try test socket?

 

try quiet line test and check for line noise

 

is there anything here 



interference causes

 

 

 



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Beginner
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Message 5 of 12

Re: Broadband connection dropping. Seven engineers, five months, no resolution.

I only have a cordless phone, will that work with the quiet line test? The stats aren't with the test socket, the engineers have all said that the test comes back absolutely fine. i just thought there might be something telling on the WAN log I posted that they have missed?

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Message 6 of 12

Re: Broadband connection dropping. Seven engineers, five months, no resolution.

yes the cordless will work with the quiet line test you should just here a dull hum also can you connect to the test socket as this will remove any problems with your internal wiring
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Beginner
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Message 7 of 12

Re: Broadband connection dropping. Seven engineers, five months, no resolution.

Hi, thank you. I have tried the quiet line test and both times it had quite loud crackling, but not constantly. The engineers have tested all my internal wiring and there is nothing wrong with it at all. They've also tested the wire from my flat to the DP box and from the DP box to the exchange. This is why the whole situation is so bizarre. I have also had three routers in total, all HomeHub 4 routers. 

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Message 8 of 12

Re: Broadband connection dropping. Seven engineers, five months, no resolution.

if you are using the test socket for the quiet line test and you get hiss/crackle then you need to report a phone fault to 151 with no mention of broadband  get rid of noise and improve your broadband



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Message 9 of 12

Re: Broadband connection dropping. Seven engineers, five months, no resolution.

I have already had a phone engineer out (no mention of broadband), and he replaced the telephone socket stating that it was old and probably incompatible. The problem persists!

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Message 10 of 12

Re: Broadband connection dropping. Seven engineers, five months, no resolution.

get them back again they have not fixed the problem
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