Broadband keeps dropping out intermittently - 20 or 30 times a day

[kaf128]

I am currently in lock-down (for a couple of months) with my mother, who is a BT customer, and I am trying to work from here, on-line.  The broad-band drops out all the time, e.g. telling me that network changes have taken place (?)  - the funniest is the many screen shots I have of attempts to access bt.com where I have loads of error messages, e.g. "network unavailable" !  Is there any way I can get any advice from BT during this time ? I can see little or no help on their web-site and I'd like to  know if it is the PC, the router (which seems to have its light "ON" constantly, but I don't believe it to be the case) or the phone line - there are no real problems using the phone itself.    I am not a vulnerable user, although my mother is, but she doesn't use the b/band much.  It seems to be of a comparable speed (from a test site I ran) to that of mine at home, but it is absolutely nowhere near that, in terms of what I can run (!) and it is so utterly unreliable, almost unusable in a work context - I am not a BT customer at my home.  Any advice, please ?

When I tried to post the above message it actually came back with "your connection was interrupted.  A network change was detected.  ERR_NETWORK_CHANGED.  There was then a red backed message saying "please correct the highlighted errors and try again - THERE WERE NO ERRORS !     post flooding detected (community received posts of a unique message more than 1 times within 3,600 seconds) 

[kaf128]

I am currently in lock-down (for a couple of months) with my mother, who is a BT customer, and I am trying to work from here, on-line.  The broad-band drops out all the time, e.g. telling me that network changes have taken place (?)  - the funniest is the many screen shots I have of attempts to access bt.com where I have loads of error messages, e.g. "network unavailable" !  Is there any way I can get any advice from BT during this time ? I can see little or no help on their web-site and I'd like to  know if it is the PC, the router (which seems to have its light "ON" constantly, but I don't believe it to be the case) or the phone line - there are no real problems using the phone itself.    I am not a vulnerable user, although my mother is, but she doesn't use the b/band much.  It seems to be of a comparable speed (from a test site I ran) to that of mine at home, but it is absolutely nowhere near that, in terms of what I can run (!) and it is so utterly unreliable, almost unusable in a work context - I am not a BT customer at my home.  Any advice, please ?

[imjolly]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods  your post does not go to BT

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

[kaf128]

Quiet Line test - option 2 - seems "quiet" !

Disconnections worse than ever today.   Stats shown here, followed by Event Log info:

• Information
• Event log

This is a list of your BT Smart Hub settings and current statistics.

Product name:  BT Hub 6A

Serial number: +084316+NQ81916090

Firmware version: SG4B1000E020

Firmware updated: 31-Mar-2020

Board version: 1.0

Gui version: 1.115.0

DSL uptime: 0 Days, 11 Hours 28 Minutes 10 Seconds

Data rate: 4.01 Mbps / 15.72 Mbps

Maximum data rate: 4122 / 16637

Noise margin: 6.9 dB / 6.5 dB

Line attenuation: 34.5 dB

Signal attenuation: 30.1 dB / 34.5 dB

VPI / VCI: 0/38

Modulation: G_993_2_ANNEX_B

Latency type: Fast Path

Data sent / received: 42 MB Uploaded / 71 MB Downloaded

Broadband username: bthomehub@btbroadband.com

BT Wi-fi: Active

2.4 GHz wireless network name: BTHub6-XM97

2.4 GHz wireless channel: Smart (Channel 11)

5 GHz wireless network name: BTHub6-XM97

5 GHz wireless channel: Smart (Channel 36)

Wireless security: WPA2 (Recommended)

Wireless mode: Mode 1

Firewall: On

MAC address: 08:D5:9D:99:62:85

Software variant: -

Boot loader: 9.2.0

EVENT LOG - shows lots of "disconnections" whilst I'm trying to browse the internet ! ! !

There are pages and pages of these.    And it said "You're not connected" TWICE, as I tried to edit this actual post !

12:42:25, 26 Aug.

eth2:[Device Connected] MAC Address:c4:34:6b:6f:94:c0 Host Name: Foot-PC IP Address: 192.168.1.206, lease duration is 86400 seconds.

12:42:25, 26 Aug.BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,15,3,6,44,46,47,31,33,121,249,252,43 | HostName: Foot-PC | VendorId: MSFT 5.0

12:42:25, 26 Aug. :DHCP Confirmation of Request

12:42:19, 26 Aug eth2:An Ethernet port is now connected (3/100/FULL)

12:42:16, 26 Aug eth2:A device has been disconnected from an Ethernet port (3)

12:40:38, 26 Aug. eth2:[Device Connected] MAC Address:c4:34:6b:6f:94:c0 Host Name: Foot-PC IP Address: 192.168.1.206, lease duration is 86400 seconds.

12:40:38, 26 Aug BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,15,3,6,44,46,47,31,33,121,249,252,43 | HostName: Foot-PC | VendorId: MSFT 5.0

12:40:38, 26 Aug. :DHCP Confirmation of Request

12:40:34, 26 Aug. eth2:An Ethernet port is now connected (3/100/FULL)

12:40:31, 26 Aug. eth2:A device has been disconnected from an Ethernet port (3)

12:38:17, 26 Aug. :HTTP UserAdmin login from 192.168.1.206 successfully

12:36:49, 26 Aug. :HTTP UserBasic login from 192.168.1.206 successfully

12:36:43, 26 Aug. eth2:[Device Connected] MAC Address:c4:34:6b:6f:94:c0 Host Name: Foot-PC IP Address: 192.168.1.206, lease duration is 86400 seconds.

12:36:43, 26 Aug. BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,15,3,6,44,46,47,31,33,121,249,252,43 | HostName: Foot-PC | VendorId: MSFT 5.0

12:36:43, 26 Aug. :DHCP Confirmation of Request

12:36:37, 26 Aug. eth2:An Ethernet port is now connected (3/100/FULL)

12:36:34, 26 Aug. eth2:A device has been disconnected from an Ethernet port (3)

12:31:41, 26 Aug. eth2:[Device Connected] MAC Address:c4:34:6b:6f:94:c0 Host Name: Foot-PC IP Address: 192.168.1.206, lease duration is 86400 seconds.

12:31:41, 26 Aug. BR_LAN:The DHCP options that are offered by the device (id:1): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,15,3,6,44,46,47,31,33,121,249,252,43 | HostName: Foot-PC | VendorId: MSFT 5.0

[pippincp]

Quiet line test?

[kaf128]

... mentioned it at the very top of my last post - seems fine.  Phone line (voice calls) not a problem, I don't think.

[pippincp]

Sorry, missed that. What does "seems" quiet mean? It is either silent between announcements or it isn't.

[kaf128]

OK, it's silent. Didn't know what I was supposed to be listening for.   The phone line in general use (voice calls) is fine.  Don't think that is the problem.

I used to work in IT, and if you look at the flood of errors,  I think it is more likely to be a socket/resource problem, a fault on the router or a BT restriction on resource down the line (data allowance/quota, rather than voice-related problems).

When I try to test the speed, it shows as about 10 meg per second, which I think is absolute nonsense.  My own broadband is about that figure, and that is a smooth service.   This is not !

[kaf128]

Only just spotted the link to broadbandchecker - had a quick look at it - not sure but I think it suggests that download speed is 2 meg, which is poor !

[pippincp]

It would help if you posted the result of the broadband checker as requested.