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Message 1 of 25

Connecting dropping off again

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

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24 REPLIES 24
1,030 Views
Message 2 of 25

Re: Connecting dropping off again

Hi @Bobbydigital,

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

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1,005 Views
Message 3 of 25

Re: Connecting dropping off again

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. 

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994 Views
Message 4 of 25

Re: Connecting dropping off again

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.

984 Views
Message 5 of 25

Re: Connecting dropping off again

@Bobbydigital, it doesn't have to be in your house, it could be anywhere between the router and the cabinet.
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960 Views
Message 6 of 25

Re: Connecting dropping off again

Well I will for an official responce then. Thanks.

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955 Views
Message 7 of 25

Re: Connecting dropping off again

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.

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927 Views
Message 8 of 25

Re: Connecting dropping off again

 

 

 

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)8074201968AvailableAvailable-- 
VDSL Range B (Impacted)8072.4201967AvailableAvailable-- 
FTTP on Demand33030--Available---- 
WBC ADSL 2+Up to 8--5.5 to 12.5Available---- 
ADSL MaxUp to 5.5--4.5 to 8Available---- 
WBC Fixed Rate2----Available---- 
Fixed Rate2----Available---- 
Max Observed Downstream Speed (Mbps)80     
Max Upstream Observed Speed (Mbps)20     
Observed Date2019-02-17     
VDSL Multicast------Available---- 
ADSL Multicast------Available---- 
Bridge TapN      
VRIN      
NTEFaceplateN      
Last Test Date07-02-2019    
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912 Views
Message 9 of 25

Re: Connecting dropping off again

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.
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892 Views
Message 10 of 25

Re: Connecting dropping off again

Did BT change their policy recent then? 

 

I never had an issue to get it investigated before.

 

 

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