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gstevens83
Aspiring Contributor
1,946 Views
Message 11 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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Thanks Webby,

 

I agree, just to persuade Customer Service....

mrangryoven
Aspiring Contributor
1,924 Views
Message 12 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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Im having Similar issues with my BT Hub 6A, been having devices disconnect and not be able to reconnect as it says "Unable to Connect to this network" or "Authentication Error" even though the key has not been changed and the device was connected earlier in the day. It didnt have this issue before its newest firmware upgrade, my hub says "October 26th" as the upgrade date.

 

Anything similar with you?

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gstevens83
Aspiring Contributor
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Message 13 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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I've had some similar issues as yourself which are more wifi related whereas my main issue is disconnection of the hub from broadband. 

 

However I've noticed that in the event log I have loads of messages that repeat every minute and I'm not sure if this causes my hub to be unstable and therefore disconnects from broadband every so often. This is what repeats every minute:

 

16:30:54, 09 Nov.

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

16:30:54, 09 Nov.

BR_LAN: Allocated prefix = 2a00:23c0:f10:2c00::/64 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

BR_LAN: Allocated address = 2a00:23c0:f10:2c00:8aa6:c6ff:fe13:fd29 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

BR_LAN: Allocated prefix = 2a00:23c0:f10:2c00::/64 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

ppp1: Allocated prefix = 2a00:23c0:f10:2c01::/64 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

ppp1: Allocated prefix = 2a00:23c0:f10:2c00::/56 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

ppp1: Allocated address = 2a00:23c0:f10:2c01:8aa6:c6ff:fe13:fd27 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

ppp1: Allocated prefix = 2a00:23c0:f10:2c01::/64 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

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

16:30:54, 09 Nov.

BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1

16:30:54, 09 Nov.

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

16:30:54, 09 Nov.

BR_LAN: Allocated prefix = 2a00:23c0:f10:2c00::/64 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

BR_LAN: Allocated address = 2a00:23c0:f10:2c00:8aa6:c6ff:fe13:fd29 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

BR_LAN: Allocated prefix = 2a00:23c0:f10:2c00::/64 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

ppp1: Allocated prefix = 2a00:23c0:f10:2c01::/64 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

ppp1: Allocated prefix = 2a00:23c0:f10:2c00::/56 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

ppp1: Allocated address = 2a00:23c0:f10:2c01:8aa6:c6ff:fe13:fd27 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

ppp1: Allocated prefix = 2a00:23c0:f10:2c01::/64 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

ppp1:WAN DHCPv6 Mode : Statefull

16:30:54, 09 Nov.

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

16:30:54, 09 Nov.

BR_LAN: Allocated prefix = 2a00:23c0:f10:2c00::/64 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

ppp1: Allocated prefix = 2a00:23c0:f10:2c01::/64 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

ppp1: Allocated prefix = 2a00:23c0:f10:2c00::/56 (valid time = 1643032704 / preferred time = 0)

16:30:54, 09 Nov.

ppp1: Allocated prefix = 2a00:23c0:f10:2c00::/56 (valid time = 1643032704 / preferred time = 0)

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Dermestos
Beginner
1,884 Views
Message 14 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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This could very well be a smart hub firmware issue - BT admitted 'a number' of users had reported this (hub works for a few days then drops, restarts, loses service on a regular occasional basis) and there is a firmware download due out in the next 'few days'. I had two smart hubs in the last 3 weeks - same problem with both.
gstevens83
Aspiring Contributor
1,877 Views
Message 15 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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Thanks for the info Dermestos,

 

I'll try and stay patient for the next few days to see if this firmware update crops up. I also have my original smart hub that I was supposed to send back so I'll give that a go

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gstevens83
Aspiring Contributor
1,847 Views
Message 16 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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To expand on my discussion, I decided to bite the bullet and purchase a 3rd Party Modem/Router (TP-Link VR900) and so far I am fairly happy in that it seems far more stable than the Smart Hub. Its pretty hard to figure out how long I've had a connection for though there is nothing in the event log which suggests any disconnections and also I have had no random hiccups while browsing so can't complain so far.

 

However, I believe that due to my constant disconnections previously this is impacted massively on my download/upload speeds (see my most recent speedtest)

 

My question is, will line management bring my speeds back up automatically? And if so, how long will this take?

Speedtest 161116.png

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carolinez650
Beginner
1,807 Views
Message 17 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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gstevens83 (and mrangryoven)

 

I think that I'm having the same problem, this seemed to start when my firmware was upgraded to Firmware version: SG4B10002236.

 

Mine upgraded a few days after yours, 31/10/2016.

 

Starting to look like a smoking gun as both your problems started with this firmware release.

 

Anyone any idea how to downgrade... well I mean UPGRADE ! ! !

 

Regards, Caroline

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gstevens83
Aspiring Contributor
1,743 Views
Message 18 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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So continuing on from November my connection issues are still not resolved!

 

I had a visit from Openreach Engineers early December who changed a few bits and pieces in the house and reset the DLM - my speed jumped to approx 45Mb/s which the enineers were suspicious of as they expected much higher due to my proximity to the cabinet and exchange. Within 24 hrs my connection was back to square one, dropping out intermittently most days, at various times, and for varying lengths of time.

 

Anytime I speak to Customer Service they claim there is nothing wrong with my line - my patience wore thin and I demanded a visit from Openreach Engineers even with the threat of being charged £130 for callouts. No one appeared first time however I got a visit yesterday from an engineer who tested the line from my master socket and then from the BT Cabinet (Copper connection). He said he couldn't find anything wrong with my line although he did detect many errors when testing however as a phone engineer he could do nothing else.

 

He suggested that I needed to get a PCR Engineer who would be able to check my profile settings, DSLAM etc which kind of makes sense to a non-expert like myself - previous to joining BT I had Sky Fibre and had no issues whatsoever therefore the problem possibly lies with the change they did in the Fibre Cabinet to move me from Sky to BT.

 

To the much more knowledgeable persons in this forum: does that make sense? And also, how do I go about getting a PCR Engineer?

 

Thanks in advance

 

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Webby
Distinguished Sage
1,737 Views
Message 19 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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If the engineer wasn't happy with the sync speed when resetting DLM it's a wonder why they didn't investigate further.

Possibly a faulty port.
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gstevens83
Aspiring Contributor
1,735 Views
Message 20 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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It was getting late and the guy doing the work was actually the boss covering for his staff. Excellent customer service as always...
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