cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
ciel
Aspiring Contributor
727 Views
Message 1 of 8

Broadband constantly dropping out despite reporting faults 4 times

So i'm pretty much at the end of my tether now.  Moved house at the beginning of May (to a totally new area) and should be getting speeds of around 7, since the move have had nothing but problems with wired and wireless broadband connections.  Have rung and reported faults 4 times to be told each time that they can see that the broadband is dropping but there is no fault on the line therefore nothing to be done.  I am reasonably tech savvy so have done the basic checks - changed channels, changed sockets, changed cables, etc, etc, but still getting the same problems.  Have limited the amount of devices connected and thats not helped either.  Set up in the house is exactly the same as previous house if not better.

Am amazed that BT admit broadband is dropping but tell me there is nothing to be done.  Am very frustrated and would appreciate any advice or suggestions.....

0 Ratings
7 REPLIES 7
imjolly
Distinguished Sage
Distinguished Sage
724 Views
Message 2 of 8

Re: Broadband constantly dropping out despite reporting faults 4 times


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).  must be done wired

 

enter your phone number and post results  remember to delete nimber  https://www.btwholesale.com/includes/adsl/main.html

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

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

 

 

 

test socket.jpg



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
ciel
Aspiring Contributor
704 Views
Message 3 of 8

Re: Broadband constantly dropping out despite reporting faults 4 times

Thanks for the response.  Am unable to complete the diagnostic as my speed is now less than 1mb.  Working fine on wireless so have ordered a new cable just in case thats the problem.....

 

 
BT BROADBAND AVAILABILITY CHECKER

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

  HighLowHighLow        

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

 

Left in Jumper

Other Offerings

     

Availability Date

   
VDSL Range A (Clean)63.949.317.111.3--Available----
VDSL Range B (Impacted)4828.612.76.4--Available----
ADSL MaxUp to 8--7 to 8Available----
Fixed Rate2----Available----
VDSL Multicast------Available----
0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
700 Views
Message 4 of 8

Re: Broadband constantly dropping out despite reporting faults 4 times

Can you post the adsl stats from your router



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
ciel
Aspiring Contributor
674 Views
Message 5 of 8

Re: Broadband constantly dropping out despite reporting faults 4 times

 

 

ADSL Line Status
Connection Information
Line state:Connected
Connection time:0 days, 17:12:26
Downstream:7.938 Mbps
Upstream:448 Kbps
 
ADSL Settings
VPI/VCI:0/38
Type:PPPoA
Modulation:G.992.1 Annex A
Latency type:Interleaved
Noise margin (Down/Up):15.5 dB / 26.0 dB
Line attenuation (Down/Up):12.4 dB / 6.0 dB
Output power (Down/Up):19.9 dBm / 12.1 dBm
FEC Events (Down/Up):7683 / 0
CRC Events (Down/Up):32 / 0
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):51 / 0
Error Seconds (Local/Remote):28 / 0
0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
671 Views
Message 6 of 8

Re: Broadband constantly dropping out despite reporting faults 4 times

you have the max connection speed for adslmax and your exchange unfortunately is not capable of adsl2 so unless you upgrade to fibre connection you have as fast as you can get

 

can you run btspeedtester diagnostic test and post results



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
ciel
Aspiring Contributor
665 Views
Message 7 of 8

Re: Broadband constantly dropping out despite reporting faults 4 times

Not able to get fibre where we are at the moment. And I still cant get an answer from BT as to why it keeps dropping. Still cant run the bt speed tester on a wired connection as speed is less than 1mb
0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
658 Views
Message 8 of 8

Re: Broadband constantly dropping out despite reporting faults 4 times

even with download speed of <1mb btspeedtester should work

 

the dslchecker results you posted if done with phone number show you can order fibre with a connecton estimated speed 63/49mb

 

you could try phoning options team to see if you can upgrade and what deal they will offer you - best is infinity 1 based on estimated speed



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings