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Newbie
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Message 1 of 5

Connection sometimes slows/stops in evenings plus incoming phone calls interrupt service

On some evenings, our BT broadband connection slows to a download speed of under 0.1Mbps (usually around 8Mbps) or appears to 'stop' completely. The central blue broadband light on our Home Hub 3 stays blue. If I restart the router, service usually restores to an acceptable speed.

 

In addition, incoming phone calls often interrupt service - the router's central light goes orange and then returns to blue. This has been happening for several weeks.

 

We're currently running with the router and a BT Freelance XD1500 phone plugged into a filter that's plugged directly into the main test socket. Filter has been replaced recently but the problem remains. Can't hear any crackles on the line. Running out of ideas!  Does anyone have any suggestions, please?

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Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: Connection sometimes slows/stops in evenings plus incoming phone calls interrupt service

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run  btspeedtester  (MAC users may have problems). when first test completes then run diagnostic test and post the results .


are you using wifi or wired conenction? 


Someone may then be able to offer help/assistance/suggestions to your problem

 

 

 

test socket.jpg



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Newbie
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Message 3 of 5

Re: Connection sometimes slows/stops in evenings plus incoming phone calls interrupt service

I'm mainly using wireless but pretty sure I've had the same problems when on wired. Here's the information from the router and from Speedtest:

 

ADSL Line Status

Connection Information

Line state: Connected
Connection time: 0 days, 03:44:17
Downstream: 10.93 Mbps
Upstream: 1.152 Mbps 
  
ADSL Settings

VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.5 Annex A
Latency type: Fast
Noise margin (Down/Up): 5.6 dB / 6.3 dB
Line attenuation (Down/Up): 23.0 dB / 12.5 dB
Output power (Down/Up): 20.4 dBm / 12.3 dBm
FEC Events (Down/Up): 0 / 0
CRC Events (Down/Up): 605 / 0
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 493 / 0
Error Seconds (Local/Remote): 4715 / 0 
 
 
Speedtest results

1. Best Effort Test: -provides background information.

Download Speed
8.35 Mbps

21 Mbps
Max Achievable Speed

Download speed achieved during the test was - 8.35 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.

IP Profile for your line is - 9.87 Mbps

2. Upstream Test: -provides background information. 
 
Upload Speed
0.8 Mbps

0.83 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 0.8Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps

We were unable to identify any performance problem with your service at this time.

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Distinguished Sage
Distinguished Sage
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Message 4 of 5

Re: Connection sometimes slows/stops in evenings plus incoming phone calls interrupt service

the stats and btspeedtester look ok apart from your connection speed  with your attenuation and a good line I would expect about 19mb connection speed

 

are you still currently connected to test socket?  are you using a telephone extension cable to reach the test socket?



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Newbie
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Message 5 of 5

Re: Connection sometimes slows/stops in evenings plus incoming phone calls interrupt service

Still on test socket - have been using it for the past week - and no, not using any extension cable.

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