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cowo8
Contributor

on ‎18-09-2020 21h08

1,359 Views
Message 1 of 5

Connection dropping and low speeds

Over the last week or so the broadband is dropping out every hour or so, and the download speeds appear to be slower at some times. For example Youtube autoplay will be set on 360p and randomly change back to 720/1080p

I've tried the troubleshooter which indicates no problems as well as live chat who said no problems detected (even when it had dropped out a few mins before)

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4 REPLIES 4
imjolly
Distinguished Sage
Distinguished Sage

on ‎18-09-2020 22h10

1,339 Views
Message 2 of 5

Re: Connection dropping and low speeds

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



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cowo8
Contributor

‎22-09-2020 1h33 - edited ‎22-09-2020 1h34

1,258 Views
Message 3 of 5

Re: Connection dropping and low speeds

I called with the landline and there was a dull hum nothing too noticeable, I'm not sure exactly what stats you want from the event log or information:

3BU1X0G.png

 

Information:

 

Product name:

BT Hub 6AFirmware version:

SG4B1000E020

Firmware updated:

24-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 0 Hours 5 Minutes 39 Seconds

Data rate:

7.25 Mbps / 41.31 Mbps

Maximum data rate:

7249 / 43869

Noise margin:

5.8 dB / 3.7 dB

Line attenuation:

38.5 dB

Signal attenuation:

24.9 dB / 38.5 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

38 kB Uploaded / 60 kB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-RG52

2.4 GHz wireless channel:

Smart (Channel 6)

5 GHz wireless network name:

BTHub6-RG52

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

D0:57:94:D0:16:03

Software variant:

-

Boot loader:

0.48.8-sec

 

 

Log:

01:31:31, 22 Sep.

wl1:IGMP join received for group 224.0.1.187 on interface wl1

01:29:29, 22 Sep.

wl1:IGMP join received for group 224.0.1.187 on interface wl1

01:27:18, 22 Sep.

wl1:IGMP join received for group 224.0.1.187 on interface wl1

01:27:04, 22 Sep.

:HTTP UserAdmin login from 192.168.1.91 successfully

01:27:00, 22 Sep.

:HTTP UserBasic login from 192.168.1.91 successfully

01:26:40, 22 Sep.

:WAN DHCPv6 Client Prefix : 2a00:23c8:701:6c00::/56 (valid time = 315360000 / preferred time = 315360000)

01:26:39, 22 Sep.

wl0.2:WiFi security settings have been successfully saved

01:26:39, 22 Sep.

wl0.1:WiFi security settings have been successfully saved

01:26:39, 22 Sep.

wl1.1:WiFi security settings have been successfully saved

01:26:38, 22 Sep.

ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36

01:26:38, 22 Sep.

ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36

 
 

 

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cowo8
Contributor

on ‎22-09-2020 1h35

1,255 Views
Message 4 of 5

Re: Connection dropping and low speeds

01:26:38, 22 Sep.

ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36

01:26:32, 22 Sep.

ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed

01:26:31, 22 Sep.

ppp1:TR69 connectivity to (pbthdm.bt.mo) has been initiated

01:26:31, 22 Sep.

ppp1:TR69 receiving InformResponse message

01:26:30, 22 Sep.

ppp1:TR69 event found : 4 VALUE CHANGE

01:26:30, 22 Sep.

ppp1:TR69 sending Inform message

01:26:29, 22 Sep.

ppp1:TR69 event found : 4 VALUE CHANGE

01:26:28, 22 Sep.

ppp1:TR69 sending Inform message

01:26:28, 22 Sep.

ppp1:TR69 creating new session with ACS

01:26:26, 22 Sep.

:WAN DHCPv6 Client Prefix : 2a00:23c8:701:6c00::/56 (valid time = 315360000 / preferred time = 315360000)

01:26:25, 22 Sep.

wl1:IGMP join received for group 224.0.1.187 on interface wl1

01:26:25, 22 Sep.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

01:26:25, 22 Sep.

BR_LAN: Allocated prefix = 2a00:23c8:701:6c00::/64 (valid time = 2026291200 / preferred time = 2026291200)

01:26:25, 22 Sep.

BR_LAN: Allocated address = 2a00:23c8:701:6c00:d257:94ff:fed0:1603 (valid time = 2026291200 / preferred time = 2026291200)

01:26:25, 22 Sep.

BR_LAN: Allocated prefix = 2a00:23c8:701:6c00::/64 (valid time = 2026291200 / preferred time = 2026291200)

01:26:25, 22 Sep.

ppp1: Allocated prefix = 2a00:23c8:701:6c01::/64 (valid time = 2026291200 / preferred time = 2026291200)

01:26:25, 22 Sep.

ppp1: Allocated prefix = 2a00:23c8:701:6c00::/56 (valid time = 2026291200 / preferred time = 2026291200)

01:26:25, 22 Sep.

ppp1: Allocated address = 2a00:23c8:701:6c01:d257:94ff:fed0:1601 (valid time = 2026291200 / preferred time = 2026291200)

01:26:25, 22 Sep.

ppp1: Allocated prefix = 2a00:23c8:701:6c01::/64 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36

01:26:24, 22 Sep.

BR_LAN:The LAN DHCPv6 Server is active

01:26:24, 22 Sep.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

01:26:24, 22 Sep.

BR_LAN: Allocated prefix = 2a00:23c8:701:6c00::/64 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

BR_LAN: Allocated address = 2a00:23c8:701:6c00:d257:94ff:fed0:1603 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

BR_LAN: Allocated prefix = 2a00:23c8:701:6c00::/64 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

01:26:24, 22 Sep.

BR_LAN: Allocated prefix = 2a00:23c8:701:6c00::/64 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

BR_LAN: Allocated address = 2a00:23c8:701:6c00:d257:94ff:fed0:1603 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

BR_LAN: Allocated prefix = 2a00:23c8:701:6c00::/64 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

ppp1: Allocated prefix = 2a00:23c8:701:6c01::/64 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

ppp1: Allocated prefix = 2a00:23c8:701:6c00::/56 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

ppp1: Allocated address = 2a00:23c8:701:6c01:d257:94ff:fed0:1601 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

ppp1: Allocated prefix = 2a00:23c8:701:6c01::/64 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

ppp1: Allocated prefix = 2a00:23c8:701:6c01::/64 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

ppp1: Allocated prefix = 2a00:23c8:701:6c00::/56 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

ppp1: Allocated address = 2a00:23c8:701:6c01:d257:94ff:fed0:1601 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

ppp1: Allocated prefix = 2a00:23c8:701:6c01::/64 (valid time = 2026291200 / preferred time = 2026291200)

01:26:24, 22 Sep.

ppp1:WAN DHCPv6 Mode : Statefull

01:26:23, 22 Sep.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

01:26:23, 22 Sep.

BR_LAN: Allocated prefix = 2a00:23c8:701:6c00::/64 (valid time = 180000000 / preferred time = 0)

01:26:23, 22 Sep.

ppp1: Allocated prefix = 2a00:23c8:701:6c01::/64 (valid time = 180000000 / preferred time = 0)

01:26:23, 22 Sep.

ppp1: Allocated prefix = 2a00:23c8:701:6c00::/56 (valid time = 2026291200 / preferred time = 2026291200)

01:26:23, 22 Sep.

ppp1: Allocated prefix = 2a00:23c8:701:6c00::/56 (valid time = 2026291200 / preferred time = 2026291200)

01:26:23, 22 Sep.

:WAN DHCPv6 Client Prefix : 2a00:23c8:701:6c00::/56 (valid time = 315360000 / preferred time = 315360000)

01:26:23, 22 Sep.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

01:26:23, 22 Sep.

BR_LAN: Allocated prefix = 2a00:23c8:701:6c00::/64 (valid time = 180000000 / preferred time = 0)

01:26:23, 22 Sep.

ppp1: Allocated prefix = 2a00:23c8:701:6c01::/64 (valid time = 180000000 / preferred time = 0)

01:26:23, 22 Sep.

ppp1: Allocated prefix = 2a00:23c8:701:6c00::/56 (valid time = 180000000 / preferred time = 0)

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cowo8
Contributor

on ‎22-09-2020 1h37

1,254 Views
Message 5 of 5

Re: Connection dropping and low speeds

The router seems to flash purple and disconnects every 10 mins sometimes, usually at night, no service problems reported in my area

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