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Beginner
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Message 1 of 8

Constantly dropping broadband

Hello
A few months ago I received a email from BT stating that my broadband had been upgraded to improve speed and reliability.
From then on we have experienced constant dropping out of the service mainly in the evenings and can be up to five or six times. We have contacted BT India but are no help, and just frustrating being asked the same questions with the same answers and the promise of being called back, once being told there was a fault on my line and someone will contact me soon but as expected nothing happened. We called again and not surprisingly no fault had been logged but someone would ring later that day, I'm still waiting three weeks later!
Where do we go from here?
Is it not wrong that we pay for a service and when it goes wrong we have to spend our time on the phone and now on forums trying to get iit resolved!!
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Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: Constantly dropping broadband

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 connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?

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

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

 

 

 

test socket.jpg



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Beginner
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Message 3 of 8

Re: Constantly dropping broadband

Here is the info requested from my hub, it was trully awfull last night and disconected today when i just got in from work.

I am plug into a standard BT LTU With one extention, two new filters and one corded phone, no other equipment pluged into sockets. I have plugged hub into main socket with extention disconected to prove all internal wireing.

Done quiet line test, all sounds fine but i am OH and its quite a still day today.

 

One desktop PC  conected to Hub via ethernet cable, and a selection of laptops, tablets and phones, all droping out so not wireless issue.

 

 
ADSL line status
Connection information
Line stateConnected
Connection time0 days, 0:04:23
Downstream18,353 Kbps
Upstream1,207 Kbps

 

ADSL settings
VPI/VCI0/38
TypePPPoA
ModulationITU-T G.992.5
Latency typeInterleaved
Noise margin (Down/Up)3.5 dB / 6.1 dB
Line attenuation (Down/Up)19.5 dB / 7.9 dB
Output power (Down/Up)0.0 dBm / 12.6 dBm
Loss of Framing (Local)0
Loss of Signal (Local)0
Loss of Power (Local)0
FEC Errors (Down/Up)6078 / 0
CRC Errors (Down/Up)0 / N/A
HEC Errors (Down/Up)N/A / 11
Error Seconds (Local)0
 Download speed 14.01
Upload 0.92
Ping 41.5
     
 
1. Best Effort Test: -provides background information.
 Download  Speed
 14.38 Mbps
  
0 Mbps21 Mbps Max Achievable Speed
Download speedachieved during the test was - 14.38 Mbps For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps. IP Profile for your line is - 16.19 Mbps
2. Upstream Test: -provides background information.
 Upload Speed
 0.93 Mbps
  
0 Mbps0.83 Mbps Max Achievable Speed
Upload speed achieved during the test was - 0.93Mbps Additional Information: Upstream Rate IP profile on your line is - 0.83 Mbps
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Distinguished Sage
Distinguished Sage
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Message 4 of 8

Re: Constantly dropping broadband

do you mean LTU or is it LJU like this  LJU_front.jpg



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Beginner
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Message 5 of 8

Re: Constantly dropping broadband

Yes sorry LJU (Line Jack Unit?) Main socket with the Ringing capacitor on rear of face plate.

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Distinguished Sage
Distinguished Sage
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Message 6 of 8

Re: Constantly dropping broadband

have you removed the bellwire on terminal 3 in both sockets

bellwire removal



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Beginner
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Message 7 of 8

Re: Constantly dropping broadband

I can do, but why would that affect the broadband? I have had this service for 5 years and always had the ringing circuit fitted.

I am a ex BT engineer but left in 92 so not too clue up on broadband but understand voice etc.

Dropped out twice so far this afternoon, so have borrowed another hub and using that now, working OK at the moment but early days.

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Distinguished Sage
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Message 8 of 8

Re: Constantly dropping broadband

ADSL2+ is more noise aggressive the bell wire is a well known cause of problems as the link Imjolly has posted shows
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