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Beginner
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Message 1 of 7

Broadband keeps dropping - Home Hub 3

Our home hub 3 in the past couple of months has started to drop the connection quite often, going through the flashing orange, then pink then back to blue.  Both wireless AND wired connections stop working at this point.  Our socket in the wall does not have a line across it with a removeable bottom plate.   Following instructions I have seen elsewhere this is what information I can find so far.  Most of it means nothing to me, anything showing from this?  

 

ADSL Line Status
Connection Information
Line state:Connected
Connection time:0 days, 00:36:58
Downstream:2.211 Mbps
Upstream:944 Kbps
 
ADSL Settings
VPI/VCI:0/38
Type:PPPoA
Modulation:G.992.5 Annex A
Latency type:Interleaved
Noise margin (Down/Up):13.0 dB / 8.8 dB
Line attenuation (Down/Up):38.6 dB / 23.5 dB
Output power (Down/Up):17.6 dBm / 12.6 dBm
FEC Events (Down/Up):43656 / 192
CRC Events (Down/Up):12 / 474
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):18 / 33
Error Seconds (Local/Remote):682 / 61935
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Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: Broadband keeps dropping - Home Hub 3

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 run  btspeedtester  (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).


Your connecion time is only 36min was that router dropping connecion or manual reset?

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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Beginner
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Message 3 of 7

Re: Broadband keeps dropping - Home Hub 3

The connection time was after a router connection drop. 

 

Quiet line test had very low hum using a corded phone.

 

btspeedtester gave

 

download 1.95 mb

upload 0.72  ping

latency 88.5

 

 

diagnostic test gave

 

download - achieved 1.95  acceptable 0.8 - 2 mbp

 

upload - 0.72 max achieved 0.83 

 

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Distinguished Sage
Distinguished Sage
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Message 4 of 7

Re: Broadband keeps dropping - Home Hub 3

Is there anything here that could be a problem. 



interference causes

 

 

 



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Beginner
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Message 5 of 7

Re: Broadband keeps dropping - Home Hub 3

Will try various options with hub and wiring today and see what happens - certainly nothing had changed prior to this problem but will see if I can get anywhere. 

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Beginner
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Message 6 of 7

Re: Broadband keeps dropping - Home Hub 3

Well it looks like it was the Hive control system for our central heating boiler that was the problem, now back up to 4.9mbps and we had maintained a connection for 3 1/2 days although current connection has been less than 2 hours for some reason. We don't switch it off but at least it's not dropping several times a day for now.  Fingers crossed. 

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Distinguished Sage
Distinguished Sage
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Message 7 of 7

Re: Broadband keeps dropping - Home Hub 3

hopefully you have found the problem



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