Connection Dropping and Slow Speeds

[cjw91]

Hi All,

I have an ongoing issue that started a few months ago. At seemingly random times of the day the broadband connection will completely drop out. It will then proceed to connect/reconnect over a period of up to 30 minutes before the connection stabilises.

However, my speeds are also nowhere near what is to be expected. Currently sat at 16Mbps Download and 0.8Mbps Upload.

An engineer visited Early May and could not find a fault (unfortunately at the time of his visit it was working well). Another engineer was scheduled to visit this morning but has not turned up.

Hoping someone here can give some tips to try and resolve this. I have event logs from the router at a time when it dropped out if they would help. And I have copied the Info page from the technical log below:

Product name:

BT Hub 6A

Serial number:

<removed>

Firmware version:

SG4B1000E020

Firmware updated:

27-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 7 Hours 25 Minutes 43 Seconds

Data rate:

799 kbps / 16.49 Mbps

Maximum data rate:

21306 / 45532

Noise margin:

24.9 dB / 19.3 dB

Line attenuation:

35 dB

Signal attenuation:

17.1 dB / 35 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

221 MB Uploaded / 6 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

08:D5:9D:87:AB:B3

Software variant:

-

Boot loader:

9.2.0

Cheers,

Chris

[imjolly]

can you check to see if you have a dial tone on you landline?  if so dial 17070 option 2 should be silent and best with corded phone

[cjw91]

Hi,

Thanks for the quick reply. I dont have a landline phone, but have ordered a BT Duet 210 for the sole purpose of doing this test. It should arrive today so can test it later and report back

In anticipation of replies I have seen in other threads, I have also done the test below:

[imjolly]

no point in trying anything until you have checked for dial tone and quiet line test

[cjw91]

The phone has arrived and I have done the test. I have dial tone and the quiet line test is silent (there may be a extremely small amount of crackle if you really strained your ear but i was putting that down to ambient noise not on the line).
I have attached a photo of my BT box and the ADSL filter where I have connected the phone, just to confirm I dont need to do the test any differently?

[imjolly]

Any noise on quiet line test is a problem as the test should be completely silent.

There is a thin white cable appearing to come out of left-hand side of socket where is that connected and where does it go?

[cjw91]

The cable does go into the left side of the box, on the other end is what appears to be another phone connector (when I plug the phone in it doesn’t get a dial tone).
I’ll upload pics when I’m back at my PC

It’s all been connected up the same way since we moved in 2.5 years ago, issues only started recently

Connection has been dropping on and off again in the last hour or so, I’m posting this from my phone to use the 4G while it’s down.

thanks for your help so far it’s much appreciated.

[cjw91]

Pics of the white box. The front cover of the white box is loose on this side as it isnt screwed in (the other side is). I dont know if this has always been like this or happened when the last engineer visited. :