Broadband cutting out again ever few day

[PavlosUK]

same thing as my old topic

https://community.bt.com/t5/BT-Fibre-broadband/Internet-going-off-2-3-times-a-week-at-the-same-time/...

same time and every few days... i thought i was past this 

i really need this sorting out

[DavidM]

Hi @PavlosUK and thanks for posting.

Sorry your connection is dropping again. This sounds like a possible REIN issue so before we can look into it further can you take a look at https://kitz.co.uk/adsl/rein.htm for advice on that.

Cheers

David

[PavlosUK]

I did look into this last time and every time it goes off is when everyone is asleep or going to bed, I also go out and check immediately when it goes down to see what's been switched off or on and nothing ever has been ....it was fine for over a year here and then I had a few months of it and then after my last post it became fine again for a few weeks Other than a few random cut outs during the day but now it has been down 3 times around the same times as before.

[PavlosUK]

Happened again tonight (20th may) at 23:00 again .. same time as previous ... 5 days after the last one ... Like previous, only difference is this time it's now just gone again (21st may 00:25) .... It's booting me out of raids on destiny and now I have been banned for a time on a game mode because the game thinks I'm quitting out ... This is getting stupid and I'm not going to sit through weeks and weeks of this again, I'm not tied into a contract with you anymore and I will have to move elsewhere if this continues.

[PavlosUK]

still not had any response and it happened again tonight and once again kicked me out of a raid on destiny 2 .... its so frustrating

feel like im being ignored here
last thread
https://community.bt.com/t5/BT-Fibre-broadband/Broadband-cutting-out-again-ever-few-day/m-p/2162988#...

it was tonight 04th June at 22:50 ... usual time ... please please can we do something about this 

[imjolly]

as you are aware this is a customer help customer forum and members normally only post if the think they can offer assistance  there is no need for anyone to reply to your posts

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

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

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

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

[PavlosUK]

Last time i had issues i posted here and that got the ball rolling on things so i assumed the same this time so no i did not know ... ok
ok first my data log from last night is as follows .... as i said the outage was around 22:50 as always 

00:37:37	05 Jun. 2.4G Client disassociate from 84:d1:5a:15:ec:85 (IP=192.168.1.171) RSSI=0
00:37:37	05 Jun. WHW INFO A station STA(84:D1:5A:15:EC:85) leave WHW infrastructure
00:37:36	05 Jun. 2.4G client Mac: 84:D1:5A:15:EC:85 Deauthentications (Reason:Deauthenticated because sending station is leaving (or has left) IBSS or ESS)
23:04:10	04 Jun. ARP [add] br0(wl1) 192.168.1.154 6e:70:2e:3b:76:3f
23:04:06	04 Jun. DHCP device Connected: 192.168.1.154
23:04:06	04 Jun. LAN [ADD] ARP 192.168.1.154 with 6e:70:2e:3b:76:3f from br0(wl1)
23:04:06	04 Jun. 5G Client disassociate from 6e:70:2e:3b:76:3f (IP=192.168.1.154) RSSI=0
23:04:04	04 Jun. WHW INFO A station (Smart Hub 2)IF[2.4G](4C:1B:86:87:AA:6F):STA(6E:70:2E:3B:76:3F)(Legacy Device) join WHW infrastructure
23:04:04	04 Jun. WHW INFO A station STA(6E:70:2E:3B:76:3F) leave WHW infrastructure
22:54:04	04 Jun. ARP [add] br0(wl0) 192.168.1.185 48:e2:44:b1:33:25
22:54:01	04 Jun. DHCP device Connected: 192.168.1.185
22:54:01	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:54:01	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:54:01	04 Jun. 5G Client associate from 48:e2:44:b1:33:25 (IP=192.168.1.185) RSSI=-36
22:54:01	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:54:01	04 Jun. LAN [ADD] ARP 192.168.1.185 with 48:e2:44:b1:33:25 from br0(wl0)
22:54:00	04 Jun. Receive a DHCP request
22:54:00	04 Jun. WHW INFO A station (Smart Hub 2)IF[5G](4C:1B:86:87:AA:6E):STA(48:E2:44:B1:33:25)(Legacy Device) join WHW infrastructure
22:53:23	04 Jun. ARP [del] br0 192.168.1.185 48:e2:44:b1:33:25
22:53:01	04 Jun. DHCP device Disconnected: 192.168.1.185
22:53:01	04 Jun. LAN [DEL] ARP 192.168.1.185 with 48:e2:44:b1:33:25 from br0
22:53:00	04 Jun. 5G Client disassociate from 48:e2:44:b1:33:25 (IP=192.168.1.185) RSSI=0
22:53:00	04 Jun. WHW INFO A station STA(48:E2:44:B1:33:25) leave WHW infrastructure
22:52:43	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:52:43	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:52:31	04 Jun. NTP synchronization success
22:52:31	04 Jun. NTP Server: ntp.homehub.btopenworld.com
22:52:19	04 Jun. WAN Sensing Auto sensing Complete
22:52:19	04 Jun. WAN Sensing Auto sensing Running
22:52:18	04 Jun. WAN IPv6 Global unicast prefix / length: 2a00:23c6:bb09:fe00::/56
22:52:18	04 Jun. WAN IPv6 Global unicast address allocated: 2a00:23c6:bb09:fe00::1/64
22:52:18	04 Jun. WAN DHCPv6 events: BOUND
22:52:18	04 Jun. NTP synchronization start
22:52:18	04 Jun. WAN Sensing Auto sensing Complete
22:52:18	04 Jun. WAN DHCPv6 events: INIT
22:52:17	04 Jun. WAN Sensing Auto sensing Running
22:52:17	04 Jun. Success - secondary DNS servers
22:52:17	04 Jun. Success - primary DNS servers
22:52:17	04 Jun. WAN connection WAN2_INTERNET_PTM connected
22:52:17	04 Jun. PPP: IPCP up
22:52:17	04 Jun. PPP IPCP Receive Configuration ACK
22:52:17	04 Jun. PPP IPV6CP Receive Configuration ACK
22:52:17	04 Jun. PPP IPCP Send Configuration Request
22:52:17	04 Jun. PPP IPCP Receive Configuration NAK
22:52:16	04 Jun. PPP IPCP Send Configuration ACK
22:52:16	04 Jun. PPP IPCP Receive Configuration Request
22:52:16	04 Jun. PPP IPV6CP Send Configuration ACK
22:52:16	04 Jun. PPP IPV6CP Receive Configuration Request
22:52:16	04 Jun. PPP IPV6CP Send Configuration Request
22:52:16	04 Jun. PPP IPCP Send Configuration Request
22:52:16	04 Jun. PPP: CHAP authentication succeeded
22:52:16	04 Jun. PPP CHAP Receive success : authentication successful
22:52:16	04 Jun. PPP CHAP Receive Challenge
22:52:16	04 Jun. PPP: LCP up
22:52:16	04 Jun. PPP LCP Receive Configuration ACK
22:52:16	04 Jun. PPP LCP Send Configuration ACK
22:52:16	04 Jun. PPP LCP Receive Configuration Request
22:52:16	04 Jun. PPP LCP Send Configuration Request
22:52:16	04 Jun. PPP: Received PADS
22:52:16	04 Jun. PPP: Sending PADR
22:52:16	04 Jun. PPP: Received PADO
22:52:16	04 Jun. PPP: Sending PADI
22:52:10	04 Jun. PPP: Sending PADI
22:52:05	04 Jun. PPP: Sending PADI
22:52:00	04 Jun. PPP: Sending PADI
22:51:57	04 Jun. DSL Link Up: Down Rate=79999kbps
22:51:56	04 Jun. DHCP device Connected: 192.168.1.185
22:51:56	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:51:56	04 Jun. 5G Client associate from 48:e2:44:b1:33:25 (IP=192.168.1.185) RSSI=-32
22:51:56	04 Jun. LAN [ADD] ARP 192.168.1.185 with 48:e2:44:b1:33:25 from br0(wl0)
22:51:55	04 Jun. Receive a DHCP request
22:51:55	04 Jun. PPP: Sending PADI
22:51:55	04 Jun. WHW INFO A station (Smart Hub 2)IF[5G](4C:1B:86:87:AA:6E):STA(48:E2:44:B1:33:25)(Legacy Device) join WHW infrastructure
22:51:50	04 Jun. PPP: Starting PPP daemon
22:51:50	04 Jun. DHCP device Disconnected: 192.168.1.185
22:51:49	04 Jun. LAN [DEL] ARP 192.168.1.185 with 48:e2:44:b1:33:25 from br0
22:51:49	04 Jun. WAN Auto-sensing detected port DSL WAN
22:51:49	04 Jun. 5G Client disassociate from 48:e2:44:b1:33:25 (IP=192.168.1.185) RSSI=0
22:51:47	04 Jun. WHW INFO A station STA(48:E2:44:B1:33:25) leave WHW infrastructure
22:51:31	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:51:31	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:51:31	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:51:31	04 Jun. 5G Client associate from 48:e2:44:b1:33:25 (IP=192.168.1.185) RSSI=-37
22:51:31	04 Jun. Receive a DHCP request
22:51:31	04 Jun. WHW INFO A station (Smart Hub 2)IF[5G](4C:1B:86:87:AA:6E):STA(48:E2:44:B1:33:25)(Legacy Device) join WHW infrastructure
22:51:31	04 Jun. WHW INFO A station STA(48:E2:44:B1:33:25) leave WHW infrastructure
22:51:26	04 Jun. SIP WAN DOWN
22:51:22	04 Jun. SIP WAN DOWN
22:51:22	04 Jun. WAN Sensing Auto sensing Complete
22:51:22	04 Jun. WAN Sensing Auto sensing Running
22:51:20	04 Jun. WAN Sensing Auto sensing Complete
22:51:20	04 Jun. WAN Sensing Auto sensing Running
22:51:20	04 Jun. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
22:51:19	04 Jun. PPP: Stopped PPP daemon(0
22:51:19	04 Jun. PPP LCP Send Termination Request (User request)
22:51:19	04 Jun. PPP: IPCP down
22:51:19	04 Jun. PPP: LCP down
22:51:18	04 Jun. DSL Link Down: duration was 34794 seconds
22:09:21	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:09:21	04 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

[PavlosUK]

That phone number test is as follows

Telephone Number 01926****** on Exchange WARWICK is served by Cabinet 17

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low        VDSL Range A (Clean) 
VDSL Range B (Impacted) 
G.fast Range A (Clean) 
G.fast Range B (Impacted) 

80	77.4	20	19	73.4	Available	Available	--
80	76.5	20	19	71.4	Available	Available	--
330	248.7	50	29.2	224	Available	Available	--
291.4	220.1	40.4	20.3	201	Available	Available	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

30

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 17	--	10 to 19.5	Available	Available	--
Up to 17	Up to 1.5	10 to 19.5	Available	Available	--
Up to 7.5	--	6.5 to 8	Available	Available	--
2	--	--	Available	Available	--
2	--	--	Available	--	--

Observed Speeds VDSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

80

20

2021-05-29

Other Offerings Availability DateVDSL MulticastADSL MulticastG.fast Multicast

Available

Available

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

U

N

N

25-05-2021

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

N

Y

The premise/line is associated with exchange which is NOT part of current fibre priority programme.

The premise/line is associated with exchange where WLR is not withdrawn.

The premise/line is associated with exchange where SOADSL service is restricted.

FTTP is not available.

Any other info needed just ask

[imjolly]

it is not the logs requested it is the information - technical log information - hub stats please

[Anonymous]

Do you use wi-fi? Is it near enough your computer or device. Try moving your router nearer or different angles so its more direct with your games device.

Have you tried ethernet connection instead. Does that make a difference?

Do you move about a lot when you play the game? If so that may be interfering with your wi-fi causing it to drop out as you are blocking the signals. That may seem bizarre advice but I often use a computer at work and stack paper files near the router which is near where I sit and sometimes causes the internet to drop out!

Hope this helps. Let me know if you get it sorted.