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Message 1 of 13

Connection dropping / slow speed

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Hi,

I just wanted to hear if anyones got any advice or thoughts on my issue with Fibre 1 and how it is handled by BT and Openreach.

The problem started last summer, on a warm day our modem drops connection to internet, but only in the evenings between 17:30 and 19:00. Not exactly the same time in the evening and there can be one or more times the modem disconnects.
If there are multiple warm days in a row the disconnects do not start any earlier. Also no difference between weekdays or weekends.

Openreach have been to our house multiple times last summer and this summer to check the fault. But because of their working hours, the line is always fine when they do their tests before the evening time when the problems usually start. So I understand they have not done anything, except couple of weeks ago our line was changed to a different port at the cabinet.

About two weeks ago when we had warmer days, our line dropped 6-7 times in a row and then after the disconnects our download speed dropped from 31Mb to 16Mb, upload speed from 6Mb to 200Kb (DLM kicked in?). The line has not disconnected since but with the upload speed like that and latency that has gone up significantly, internet is unusable for some things, like sending photos, email attachments and so on.

Openreach also visited again just after the last set of modem disconnects and told me that they are going to replace the last piece of cable, 20 metres from my house to my master socket. They said they don't know if the fault is there, but want to replace it.

The problem with that is that they are going to dig up pavement front of my house, the front garden, but the worst is that they are going to place a box on my outer wall and run the cable on the outside wall for about 10 metres to get it to my master socket. I was not told why they can't use the old hole in the wall where the underground cable just pops into my kitchen. The cable outside will look really bad to look also makes any security (Yale) and smart doorbell easily disabled by just pulling / cutting the phone line cable. So I was hoping this would be the last thing to try.

Our master socket was moved by Openreach couple of years ago from it's original location in our house, the original location has plastic planking plate. They have not tested the cables from there or redone the connections.

After reading posts in this forum about similar problems, I have removed powerline adapters, replaced the microfilter and the modem cable connecting to the master socket. I have done quiet line test and only hear very quiet hissing sound, but that might be the cheap phone device I'm using. No other noises.

Now I don't know if replacing the modem cable/filter, removing the powerline adapters have fixed the original issue as I can't get DLM reset done. BT tells me that the cable coming to my house needs to be replaced first and then Openreach will do DLM reset.
I was hoping they could redo the mastersocket, old and new, wiring connections before any of this major work.

Now I'm forced to have the cable replaced, have it hanging outerwalls of my house. Does that really fix the original problem the connection dropping in the evenings on warm days..?

Any thoughts?

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Message 2 of 13

Re: Connection dropping / slow speed

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VDSL details2.jpg

Product name:
BT Hub 6A

Serial number:
+084316+NQ63199012

Firmware version:
SG4B1000E020

Firmware updated:
21-Dec-2020

Board version:
1.0

Gui version:
1.115.0

DSL uptime:
1 Days, 13 Hours 49 Minutes 37 Seconds

Data rate:
799 kbps / 30.51 Mbps

Maximum data rate:
7686 / 30456

Noise margin:
23.8 dB / 6.1 dB

Line attenuation:
41.1 dB

Signal attenuation:
27.2 dB / 41.1 dB

VPI / VCI:
0/38

Modulation:
G_993_2_ANNEX_B

Latency type:
Fast Path

Data sent / received:
3 GB Uploaded / 17 GB Downloaded

Broadband username:
bthomehub@btbroadband.com

BT Wi-fi:
Active

2.4 GHz wireless network name:


2.4 GHz wireless channel:
Channel 11

5 GHz wireless network name:


5 GHz wireless channel:
Smart (Channel 36)

Wireless security:
WPA2 (Recommended)

Wireless mode:
Mode 1

Firewall:
On

MAC address:
88:A6:C6:04:1E:C7

Software variant:
-

Boot loader:
7.33.1

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Message 3 of 13

Re: Connection dropping / slow speed

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Log file from the modem when the disconnect happens:

 

18:12:18 08 Jun. ptm0.101:VLAN VLAN_DATA connected
18:12:18 08 Jun. :connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
18:12:18 08 Jun. :connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
18:12:18 08 Jun. dsl:VDSL link Up: Down Rate=33604Kbps Up Rate=7636Kbps SNR Margin Down=0.00dB SNR Margin Up=4.00dB
18:12:11 08 Jun. eth4:[Device Connected] MAC Address:8C:85:80:37:CB:D2 Host Name: IP Address: 192.168.1.67 lease duration is 86400 seconds.
18:12:11 08 Jun. BR_LAN:The DHCP options that are offered by the device (id:22): DiscoverOptions: 53 61 60 50 57 55 | DiscoverOption55: 1 3
18:12:11 08 Jun. eth4:DHCP Lease issued 192.168.1.67 to 8C:85:80:37:CB:D2
18:12:11 08 Jun. :DHCP Confirmation of Request
18:12:06 08 Jun. BR_LAN:The LAN DHCPv6 Server is active
18:12:05 08 Jun. BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0 O_flag = 1
18:12:05 08 Jun. BR_LAN:The LAN DHCPv6 Server is inactive
18:12:05 08 Jun. BR_LAN:The LAN DHCPv6 Server is active
18:12:05 08 Jun. BR_LAN:The LAN DHCPv6 Server is inactive
18:12:05 08 Jun. BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
18:12:05 08 Jun. BR_LAN: Revoked prefix = 2a00:23c5:fe17:d100::/64 (valid time = 240000000 / preferred time = 0)
18:12:05 08 Jun. : Revoked prefix = 2a00:23c5:fe17:d101::/64 (valid time = 240000000 / preferred time = 0)
18:12:05 08 Jun. : Revoked prefix = 2a00:23c5:fe17:d100::/56 (valid time = 240000000 / preferred time = 0)
18:12:05 08 Jun. : Allocated prefix = 2a00:23c5:fe17:d100::/56 (valid time = 240000000 / preferred time = 0)
18:11:59 08 Jun. wl0:IGMP join received for group 239.255.3.22 on interface wl0
18:11:59 08 Jun. wl0:IGMP group 239.255.3.22 on interface wl0 started by 192.168.1.72
18:11:59 08 Jun. wl0:IGMP group 239.255.3.22 on interface wl0 by 192.168.1.72 requested
18:11:59 08 Jun. wl0:IGMP join received for group 239.255.255.251 on interface wl0
18:11:59 08 Jun. wl0:IGMP group 239.255.255.251 on interface wl0 started by 192.168.1.72
18:11:59 08 Jun. wl0:IGMP group 239.255.255.251 on interface wl0 by 192.168.1.72 requested
18:11:55 08 Jun. :VLAN VLAN_DATA disconnected
18:11:53 08 Jun. dsl:VDSL Link Down: duration was 24 seconds
18:11:46 08 Jun. :PPPoE error: timeout
18:11:38 08 Jun. :PPPoE error: timeout
18:11:34 08 Jun. :PPPoE error: timeout
18:11:29 08 Jun. ptm0.101:VLAN VLAN_DATA connected
18:11:29 08 Jun. :connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
18:11:29 08 Jun. :connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
18:11:29 08 Jun. dsl:VDSL link Up: Down Rate=19838Kbps Up Rate=585Kbps SNR Margin Down=0.00dB SNR Margin Up=4.00dB
18:11:08 08 Jun. wl0:IGMP group 239.255.255.251 on interface wl0 ended by 192.168.1.72
18:11:08 08 Jun. wl0:IGMP group 239.255.3.22 on interface wl0 ended by 192.168.1.72
18:11:08 08 Jun. :VLAN VLAN_DATA disconnected
18:11:07 08 Jun. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
18:11:07 08 Jun. ppp1:Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
18:11:07 08 Jun. BR_LAN:The LAN DHCPv6 Server is active
18:11:06 08 Jun. ppp1:The DYN ROUTE [81.139.57.100/32 gw 172.16.14.62] is deleted
18:11:06 08 Jun. ppp1:The DYN ROUTE [81.139.56.100/32 gw 172.16.14.62] is deleted

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Message 4 of 13

Re: Connection dropping / slow speed

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are you using the master socket?  have you tried using test socket with filter to see if that improves your connection or even your attainable speed.  At present your connection speed is just about your attainable suggesting your connection is as good as line capable of and within your expected speed range from dslchecker



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Message 5 of 13

Re: Connection dropping / slow speed

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I am using the master socket and recently removed the Opeanreach filterbox to connect a different filter.

The download speed is fluctuating but usually around 16Mb, not the 31Mb what is reported by the modem. The upload speed, currently reported 800kb is the real problem as that too seem to drop even further and I then have difficulties uploading anything. This is work of DLM?

But if DLM has dropped my speed, it will not go back up no matter what changes I do at my end? I need Openreach to reset it? But I can't get this done through BT as they want Opeanreach to replace the last bit of cable connecting my house.

 

The point of my post was that I wanted to have things like try new filter, redoing the master socket connection to wire, try different modem, try without powerline sockets tested before they dig up my front garden and force me to have wires outside walls of my house.

But BT is pushing Opeanreach to replace the cable even it is not confirmed it is faulty before these smaller things can be tested.

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Message 6 of 13

Re: Connection dropping / slow speed

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I'm not that worried about the slow speed if that is because DLM has dropped it. I'm still trying to fix the original issues, the line disconnecting.  I believe the speed will go back to what it was before the summer 31mb download, 6mb upload, if I can find why the modem starts disconnecting in the warm evenings.

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Message 7 of 13

Re: Connection dropping / slow speed

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So as you don't have a filtered master have you actually tried connecting to test socket and see if that helps your connection?

The DLM will automatically restore your connection speed provided you can get a stable connection for at least 4 weeks and maybe longer unlike ADSL which was only 7/10 days



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Message 8 of 13

Re: Connection dropping / slow speed

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The modem is now connected to the test socket if that is the one that is now visible after removing the Openreach filter box. But if DLM has dropped my speed and is keeping it down, how does any of this testing help? I would need Openreach to reset DLM for me to see if any of what I have done has helped?

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Message 9 of 13

Re: Connection dropping / slow speed

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If you are now connected to test socket with filter has it improved your attainable speed not necessarily your connection speed.  At present your connection speed is about your attainable speed suggesting you are getting as good as line can handle.  You are very unlikely to get a DLM reset until you can show you have any faults fixed and line now stable



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Message 10 of 13

Re: Connection dropping / slow speed

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What makes you think Openreach will have to dig up your garden to replace the incoming cable? How do you know it is not in a duct?

If you have a split master socket the test socket is revealed when you remove the lower half.

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