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Contributor
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Message 71 of 80

Re: Daily disconnects since joining. BT replaced router - still happening....

I just had a 2-day streak where the connection didn't drop, and everything was great - the longest connection time since the last engineer visit. Sadly however, an hour after I emailed BT support to tell them the positive outlook... of course, the connection dropped again. 😞

From discussion the past week BT are now looking at sending out an 'Experienced' Engineer, with a note once more that we suspect the outside line is the likely fault.

Although they've still not had proper notes from the last engineer visit.

As the circle continues I figured I'd share a recent copy of my Helpdesk stats from the Hub 5. Maybe someone here will spot something wrong?


1.

Product Name:

HomeHub5


2.

Serial number:

+076286+1631002888


3.

Firmware version:

v0.07.06.01239-BT (Type B) Last updated 10/3/2017


4.

Board version:

01A


5.

VDSL uptime:

0 days, 03:27:48


6.

Data Rate:

7197 / 32400


7.

Maximum Data Rate:

7365 / 37900


8.

Noise Margin:

7.6 / 8.8


9.

Line Attenuation:

43.7 / 27.7


10.

Signal Attenuation:

0.0 / 0.0


11.

Data sent/received:

175.2 MB / 3.3 GB


12.

Broadband username:

bthomehub@btbroadband.com


13.

BT Wi-fi:

No
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Contributor
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Message 72 of 80

Re: Daily disconnects since joining. BT replaced router - still happening....

Can anyone shed any light on this issue? In addition to random disconnects I seem to get forced firmware updates that are already installed, this too causes the connection to drop. 

 

I already had a BT Hub 5 replaced for this very issue several weeks ago.

 

Could it be linked to the more frequent almost daily disconnects?

 

Event Log
05:01:25, 09 Apr.Booting firmware v0.07.06.01239-BT (Mon Jan 23 17:38:22 2017)
02:25:52, 31 Mar.Booting firmware v0.07.06.01239-BT (Mon Jan 23 17:38:22 2017)
13:57:53, 29 Mar.Booting firmware v0.07.06.01239-BT (Mon Jan 23 17:38:22 2017)
14:37:23, 20 Mar.Booting firmware v0.07.06.01239-BT (Mon Jan 23 17:38:22 2017)
06:31:55, 10 Mar.Booting firmware v0.07.06.01239-BT (Mon Jan 23 17:38:22 2017)
06:21:19, 05 Mar.Booting firmware v0.07.06.09028-BT (Fri Sep 2 19:36:58 2016)
00:01:29, 01 Jan.Booting firmware v0.07.06.09028-BT (Fri Sep 2 19:36:58 2016)
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Contributor
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Message 73 of 80

Re: Daily disconnects since joining. BT replaced router - still happening....

Decided to copy/paste the emails I send to BT here where I update them on issues, just to save repeating myself - in the hope someone might have a bright idea to resolve this year-long ridiculous connection drops.

Email--
Another engineer's been and gone now - the 6th one. They're still not wanting to replace the outside line unfortunately as this tests ok while he is here.

Fortunately he did spot a problem with the speed during his test, where the speed drops really low for a few moments before going back up to normal. He also had someone on the phone check my last disconnection and says this is a re-sync and should not cause a connection drop.

He says these issues indicate the Hub 5 is faulty - I then made him aware I have had several of these in total already.

He says he will note down for you that he recommends the new Hub 6 as a replacement, and also advises me to note down any further disconnections over the next 28 days. If it's still dropping after that with the new Hub 6 then he says to make contact again.

I'm not entirely optimistic that the new Hub 6 will work, given the number of replacements I've had of the old Hub 5. He is adamant the problem is my current Hub however, so I'm willing to try it if you can arrange delivery please.
--end of email--

As usual the response from the BT Cs person dealing with me is good. He's had notes from the engineer though the engineer made no mention in them of a replacement Hub 6 like he said to me stood in my home. Tests were 'ok' according to his notes.

Frustrating to say the least, but BT Cs seems to share my frustration and has shipped a Hub 6 regardless, and like myself sounds doubtful of it resolving the issue.

I just can't believe this isn't resolved yet - I joined BT Infinity in April 2016, it's now April 2017, and I've had disconnects even before this with previous ISP, where all was previously fine before a home refurb.

I believe Openreach are getting notes from BT CS advising them of the year-long issue and what we believe the cause is. I just don't understand why they don't replace the line just to rule it out.

While BT have been good and understanding, my only disappointment while this is ongoing is that they still continue to take full monthly payments in the mean time.
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Moderator-Retired
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Message 74 of 80

Re: Daily disconnects since joining. BT replaced router - still happening....

Hi @besmirched

 

I am sorry that your connection issues aren't sorted yet. I see you are in good hands with our Executive Level Complaints team and they are doing everything they can to get a resolution to this problem. I hope things improve soon Smiley Happy

 

OlgaC 

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Contributor
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Message 75 of 80

Re: Daily disconnects since joining. BT replaced router - still happening....

Yeah, no complaints in that regard with BT. It's just frustrating that Openreach won't do more considering the length of time I have been putting up with this issue.

I hope this new Hub 6 works miracles as I am getting fed up of having people out. 6 Hub 5's later. Openreach 6 visits - the fault is the filter, installs new faceplate. The fault is the fibre ports at cab, replaces them. The fault is the filter plate that was previously replaced, gains speed increase but drops increase. The fault is the Hub 5, get a Hub 6.

Outside line always tests ok. Doesn't change the fact I had no issues 2002-2011 before a home refurb, before the line was removed, left hanging in the street, and reinstalled.
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Contributor
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Message 76 of 80

Re: Daily disconnects since joining. BT replaced router - still happening....

I'm apprehensive to make this post, as usually that results in things going to **bleep** again. What the hell -- things are looking more positive just now.

 

The Hub 5, and yes I must have had 6 or so of these, this was swapped out over 5 days ago with the Smart Hub 6 - touch wood - since then the connection has not yet dropped. Typically it drops every day, every other day, or goes a stretch of 3 days on rare occasions - sometimes dropping multiple times as well. If it hits the 7 day mark connected, then I'm happy to take that as indication that this year-long ordeal of disconnections is finally resolved.

 

If the connection streak continues my last query would be regarding speed. When a previous engineer did something to my connection he got my download speed at 35mb. Then a follow-up visit wanted to try and stabilise my connection by dropping the speed.

 

My thinking is that if the issue is fixed by using the Smart Hub 6, my speeds are still stuck to what the previous engineer had set. So this might need changing/resetting once myself and BT are satisfied that everything is working as it should?

 

I'm aware that could introduce some temporary drops in itself, so in the meantime I'm happy to see if this can get up to 7, maybe even 14 days, before looking further into speeds.

 

Screenshot_20170427-071108.png

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Distinguished Sage
Distinguished Sage
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Message 77 of 80

Re: Daily disconnects since joining. BT replaced router - still happening....

You are connected at  32.4Mbs which is within Range A which is 27.3 to 35Mbs, and the noise margin is only about 0.9dB higher that normal, so you are unlikely to see any improvement in connection speed.

 

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Contributor
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Message 78 of 80

Re: Daily disconnects since joining. BT replaced router - still happening....

Oh ok, that's weird. I was getting just over 35mb when an engineer replaced the faceplateon the master socket. I was previously on 28mb, which dropped to 20mb - he sad this was due to the filter being faulty. He put a new one on and did something else to raise the speed so I was getting 35mb.

It's only more recently where I was getting drops still that another engineer said he's done something to try and stabilise the connection which should result in a slight speed drop. So that's my current 32mb I am getting now.

I only mentioned about trying to get back up to my max speed of 35mb if both myself and BT come to the conclusion that the Smart Hub has resolved the connection issues. Bearing in mind my speed was slowed previously in an attempt to stabilise my connection on the Hub 5, all of which continued to lose connection anyway.

Regardless the main issue was connection drops, which if the connection reaches day 7 online I will be satisfied the Smart Hub has resolved this issue. The speed currently is satisfactory, just knowing I was getting 35mb previously, it'd be nice to get that max speed back if the the Smart Hub proves to have resolved the disconnections.
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Contributor
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Message 79 of 80

Re: Daily disconnects since joining. BT replaced router - still happening....

Everything was going great, daily disconnects stopped and had a very stable connection with the HH6. I got an email today from my BT contact regarding renewal deal. As I was typing my reply... the connection dropped. A bit dumb struck with this as it was going so well.

Perhaps it's normal? I recall reading that BT Hubs can drop connection at 14 day mark to resync. Is that what this was? Is this normal, or is the disconnection issue back?

The HH6 was flashing a purple light, then orange, and then it reconnected. Connection time was over 12 days 11 hours. The longest ever.

Any useful info in log below?

Category: WAN
Time and date / Message
15:25:28, 04 May.
:WAN: SENSING AUTO VDSL
15:25:00, 04 May.
ptm0.101:VLAN VLAN_DATA connected
15:25:00, 04 May.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
15:25:00, 04 May.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
15:25:00, 04 May.
dsl:VDSL link Up: Down Rate=32319Kbps, Up Rate=7197Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB
15:22:28, 04 May.
:VLAN VLAN_DATA disconnected
15:22:18, 04 May.
dsl:VDSL Link Down: duration was 1078521 seconds
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Contributor
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Message 80 of 80

Re: Daily disconnects since joining. BT replaced router - still happening....

It's dropped twice more since the last post. I can't wrap my head around this. I get a brand new HH6 and for 12 days straight all is fine, then it starts to act up again.

 

I have tried that quiet line test a few times, I think it may be more audible recently, but it was never silent before - bearing in mind I am using a cordless phone. There's like a low sizzling sound in the background, kind of like if you could hear someone frying bacon from a further distance. Is that normal for a cordless phone?

 

I've had Openreach out multiple times before and I often suggested replacing the outside cable, they always say it tests fine though.

 

Here is the most recent log. From what I have read of other threads it's useful to post the PPP log results? If the WAN or something else might be more useful let me know.

 

00:35:40, 09 May.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

00:35:40, 09 May.

ppp1:PPP: PPP INFO

00:35:40, 09 May.

ppp:PPP: IPCP_NAK

00:35:40, 09 May.

ppp:PPP: CHAP_SUCCESS

00:35:40, 09 May.

ppp:PPP: CHAP_RESPONSE

00:35:40, 09 May.

ppp:PPP: LCP_GOOD_ACK

00:35:40, 09 May.

ppp:PPP: LCP_REQUEST

00:35:40, 09 May.

:PPPoE error: timeout

00:35:24, 09 May.

:PPPoE error: timeout

00:35:16, 09 May.

:PPPoE error: timeout

00:35:08, 09 May.

:PPPoE error: timeout

00:33:48, 09 May.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

00:33:47, 09 May.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

00:02:46, 01 Jan.

ppp1:PPP: PPP INFO 81.139.56.100,81.139.57.100

00:02:46, 01 Jan.

ppp1:PPP: PPP INFO

00:02:46, 01 Jan.

ppp:PPP: IPCP_NAK

00:02:46, 01 Jan.

ppp:PPP: CHAP_SUCCESS

00:02:46, 01 Jan.

ppp:PPP: CHAP_RESPONSE

00:02:46, 01 Jan.

ppp:PPP: LCP_GOOD_ACK

00:02:46, 01 Jan.

ppp:PPP: LCP_REQUEST

00:02:45, 01 Jan.

:PPPoE error: timeout

00:02:29, 01 Jan.

:PPPoE error: timeout

00:02:21, 01 Jan.

:PPPoE error: timeout

00:02:17, 01 Jan.

:PPPoE error: timeout

04:58:51, 06 May.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

04:58:51, 06 May.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

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