Connecting dropping off again

[Bobbydigital]

Hi there,

ever since ‎25-12-2017  I have been posting on this forum about my internet connection dropping out.

It works for a few months and becomes unreliable.

I have had,

• BT engineer check inside the home. No issues
• Newer faceplate was fitted BT for free as no fault was found inside and it didn't solve the issue.
• Upgrade my cable to twisted type
• New adsl filters
• BT HH5 & HH6 (doesn't change anything)

Line is the same in the test socket and line is quiet with the phone test.

Connection drops out at least once a day but recovers fully, I.E 20mbps up and 70mbps down.

1. Product name: BT Home Hub
2. 
3. Firmware version: Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 16/07/17
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 00:25:22
6. Data rate: 19978 / 76343
7. Maximum data rate: 27815 / 87742
8. Noise margin: 10.0 / 7.0
9. Line attenuation: 9.0 / 9.1
10. Signal attenuation: 8.9 / 9.1
11. Data sent/received: 630.4 MB / 11.4 GB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: Yes
14. 2.4 GHz Wireless network/SSID: BTHub5-2FNM
15. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security: WPA2
17. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID: BTHub5-2FNM
19. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security: WPA2
21. 5 GHz Wireless channel: Automatic (Smart Wireless)
22. Firewall: Default
23. MAC Address: 18:1e:78:1b:d5:00
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0

regards

[Techwizz]

Hi @Bobbydigital,

Do you know of any devices in your home or locality that turn on/off at the times the Hub drops connection?

[Bobbydigital]

No I don't know of anything like that which could cause the problem.

The router is in my office, I go in, turn on the pc and that's about it, not else changes within that room or around it from my house. 

[pompey1898]

Hi @Bobbydigital,

You haven't asked a question so what are you hoping to achieve ?  BT will not consider anything less than 5 disconnects per day as a fault and will not do anything.

[Techwizz]

@Bobbydigital, it doesn't have to be in your house, it could be anywhere between the router and the cabinet.

[Bobbydigital]

Well I will for an official responce then. Thanks.

[Techwizz]

Just out of curiosity, can you post the result of your phone number from the DSL checker: http://dslchecker.bt.com. Remember to blank out your number, but keep the cabinet and exchange info.

[Bobbydigital]

Telephone Number 0208 on Exchange BROMLEY is served by Cabinet 68

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Handback Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateLeft in Jumper  High Low High Low        Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)WBC FTTP Availability Date   ADSL ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date Left in JumperObserved SpeedsVDSLOther Offerings     Availability Date   Premise environmentStatus

VDSL Range A (Clean)	80	74	20	19	68	Available	Available	--
VDSL Range B (Impacted)	80	72.4	20	19	67	Available	Available	--
FTTP on Demand	330	30	--	Available	--	--
WBC ADSL 2+	Up to 8	--	5.5 to 12.5	Available	--	--
ADSL Max	Up to 5.5	--	4.5 to 8	Available	--	--
WBC Fixed Rate	2	--	--	Available	--	--
Fixed Rate	2	--	--	Available	--	--
Max Observed Downstream Speed (Mbps)	80
Max Upstream Observed Speed (Mbps)	20
Observed Date	2019-02-17
VDSL Multicast	--	--	--	Available	--	--
ADSL Multicast	--	--	--	Available	--	--
Bridge Tap	N
VRI	N
NTEFaceplate	N
Last Test Date	07-02-2019

[Techwizz]

Thanks. Your downstream rate is above the handback threshold, so unfortunately you will have a lot of difficulty in getting this investigated by BT. It's going to be a case of waiting to see if the disconnects become more frequent/the speed drops.

[Bobbydigital]

Did BT change their policy recent then? 

I never had an issue to get it investigated before.