Frequent Broadband Drop Outs

[Jryan]

Ive had BT broadband and TV for a few weeks now but Im still getting frequent drop outs where the router turns orange, then flashes orange before turning blue again. 

The solid orange and flashing orange have lasted up to a few minutes in the worst instances. 

Is there anything I can do to try and fix it or is it just a BT problem?

[imjolly]

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 stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

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

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

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

[Jryan]

Event log for the most recent drop out;

19:05:50	02 May. admin login success from 192.168.1.229
19:05:35	02 May. 5G Client associate from aa:b3:8a:17:58:3b (IP=192.168.1.131) RSSI=-56
19:05:34	02 May. Receive a DHCP request
19:05:33	02 May. DHCP device Connected: 192.168.1.229
19:05:33	02 May. 5G Client associate from 04:6c:59:10:1c:ce (IP=192.168.1.229) RSSI=-57
19:05:33	02 May. LAN [ADD] ARP 192.168.1.229 with 04:6c:59:10:1c:ce from br0(wl0)
19:05:32	02 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:05:32	02 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:05:32	02 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:05:32	02 May. Receive a DHCP request
19:05:32	02 May. WHW INFO A station (SmartHub2)IF[5G](30:B1:B5:1B:59:89):STA(04:6C:59:10:1C:CE)(Legacy Device) join WHW infrastructure
19:05:20	02 May. DHCP device Disconnected: 192.168.1.229
19:05:19	02 May. LAN [DEL] ARP 192.168.1.229 with 04:6c:59:10:1c:ce from br0
19:05:19	02 May. 5G Client disassociate from 04:6c:59:10:1c:ce  (IP=192.168.1.229) RSSI=0
19:05:18	02 May. WHW INFO A station STA(04:6C:59:10:1C:CE) leave WHW infrastructure
19:05:17	02 May. 5G client Mac: 04:6C:59:10:1C:CE Deauthentications (Reason:Unspecified)
19:04:44	02 May. admin timeout from 192.168.1.229
19:04:27	02 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:04:27	02 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:04:14	02 May. DHCP device Connected: 192.168.1.229
19:04:14	02 May. 5G Client associate from 04:6c:59:10:1c:ce (IP=192.168.1.229) RSSI=-44
19:04:14	02 May. LAN [ADD] ARP 192.168.1.229 with 04:6c:59:10:1c:ce from br0(wl0)
19:04:14	02 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:04:13	02 May. Receive a DHCP request
19:04:13	02 May. WHW INFO A station (SmartHub2)IF[5G](30:B1:B5:1B:59:89):STA(04:6C:59:10:1C:CE)(Legacy Device) join WHW infrastructure
19:04:11	02 May. CWMP: HDM socket closed successfully.
19:04:11	02 May. DHCP device Disconnected: 192.168.1.229
19:04:11	02 May. CWMP: HTTP authentication success from pbthdm.x.x.x
19:04:11	02 May. CWMP: HDM socket opened successfully.
19:04:10	02 May. LAN [DEL] ARP 192.168.1.229 with 04:6c:59:10:1c:ce from br0
19:04:10	02 May. CWMP: session completed successfully
19:04:10	02 May. CWMP: HDM socket closed successfully.
19:04:10	02 May. CWMP: HTTP authentication success from pbthdm.x.x.x
19:04:10	02 May. 5G Client disassociate from 04:6c:59:10:1c:ce  (IP=192.168.1.229) RSSI=0
19:04:10	02 May. CWMP: HDM socket opened successfully.
19:04:09	02 May. CWMP: HDM socket opened successfully.
19:04:09	02 May. WHW INFO A station STA(04:6C:59:10:1C:CE) leave WHW infrastructure
19:04:09	02 May. 5G client Mac: 04:6C:59:10:1C:CE Deauthentications (Reason:Unspecified)
19:04:09	02 May. CWMP: Server URL: https://pbthdm.x.x.x; Connecting as user: ACS username
19:04:09	02 May. CWMP: Session start now
19:04:09	02 May. CWMP: Initializing transaction for event code 4 VALUE CHANGE
19:03:58	02 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:03:58	02 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:03:54	02 May. 5G Client associate from 04:6c:59:10:1c:ce (IP=192.168.1.229) RSSI=-44
19:03:54	02 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:03:54	02 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:03:54	02 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:03:54	02 May. Receive a DHCP request
19:03:54	02 May. WHW INFO A station (SmartHub2)IF[5G](30:B1:B5:1B:59:89):STA(04:6C:59:10:1C:CE)(Legacy Device) join WHW infrastructure
19:03:53	02 May. WHW INFO A station STA(04:6C:59:10:1C:CE) leave WHW infrastructure
19:03:53	02 May. 5G client Mac: 04:6C:59:10:1C:CE Deauthentications (Reason:Unspecified)
19:03:52	02 May. ARP [add] br0(wl0) 192.168.1.229 04:6c:59:10:1c:ce
19:03:45	02 May. DHCP device Connected: 192.168.1.229
19:03:45	02 May. LAN [ADD] ARP 192.168.1.229 with 04:6c:59:10:1c:ce from br0(wl0)
19:03:45	02 May. 5G Client associate from 04:6c:59:10:1c:ce (IP=192.168.1.229) RSSI=-45
19:03:45	02 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:03:44	02 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:03:44	02 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:03:44	02 May. Receive a DHCP request
19:03:44	02 May. WHW INFO A station (SmartHub2)IF[5G](30:B1:B5:1B:59:89):STA(04:6C:59:10:1C:CE)(Legacy Device) join WHW infrastructure
19:03:32	02 May. NTP synchronization success
19:03:32	02 May. NTP Server: ntp.homehub.btopenworld.com
19:03:18	02 May. WAN Sensing Auto sensing Complete
19:03:18	02 May. WAN Sensing Auto sensing Running
19:03:17	02 May. WAN IPv6 Global unicast prefix / length: 2a00:23c5:59f:ba00::/56
19:03:17	02 May. WAN IPv6 Global unicast address allocated: 2a00:23c5:59f:ba00::1/64
19:03:17	02 May. WAN DHCPv6 events: BOUND
19:03:16	02 May. NTP synchronization start
19:03:16	02 May. DSL Link Up: Down Rate=15000kbps
19:03:16	02 May. WAN DHCPv6 events: INIT
19:03:16	02 May. WAN Sensing Auto sensing Complete
19:03:15	02 May. WAN Sensing Auto sensing Running
19:03:15	02 May. Success - secondary DNS servers
19:03:15	02 May. Success - primary DNS servers
19:03:15	02 May. WAN connection WAN2_INTERNET_PTM connected
19:03:15	02 May. PPP: IPCP up
19:03:15	02 May. PPP IPCP Receive Configuration ACK
19:03:15	02 May. PPP IPV6CP Receive Configuration ACK
19:03:15	02 May. PPP IPCP Send Configuration Request
19:03:15	02 May. PPP IPCP Receive Configuration NAK
19:03:15	02 May. PPP IPCP Send Configuration ACK
19:03:15	02 May. PPP IPCP Receive Configuration Request
19:03:15	02 May. PPP IPV6CP Send Configuration ACK
19:03:15	02 May. PPP IPV6CP Receive Configuration Request
19:03:14	02 May. PPP IPV6CP Send Configuration Request
19:03:14	02 May. PPP IPCP Send Configuration Request
19:03:14	02 May. PPP: CHAP authentication succeeded
19:03:14	02 May. PPP CHAP Receive success : authentication successful
19:03:14	02 May. PPP CHAP Receive Challenge
19:03:14	02 May. PPP: LCP up
19:03:14	02 May. PPP LCP Receive Configuration ACK
19:03:14	02 May. PPP LCP Send Configuration ACK
19:03:14	02 May. PPP LCP Receive Configuration Request
19:03:14	02 May. PPP LCP Send Configuration Request
19:03:14	02 May. PPP: Received PADS
19:03:14	02 May. PPP: Sending PADR
19:03:14	02 May. PPP: Received PADO
19:03:14	02 May. PPP: Sending PADI
19:03:09	02 May. PPP: Starting PPP daemon
19:03:08	02 May. WAN Auto-sensing detected port DSL WAN
19:00:59	02 May. SIP WAN DOWN
19:00:56	02 May. SIP WAN DOWN
19:00:56	02 May. WAN Sensing Auto sensing Complete
19:00:55	02 May. WAN Sensing Auto sensing Running
19:00:54	02 May. WAN Sensing Auto sensing Complete
19:00:53	02 May. WAN Sensing Auto sensing Running
19:00:53	02 May. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
19:00:52	02 May. PPP: Stopped PPP daemon(0
19:00:52	02 May. PPP LCP Send Termination Request (User request)
19:00:52	02 May. PPP: IPCP down
19:00:52	02 May. PPP: LCP down
19:00:52	02 May. DSL Link Down: duration was 12002 seconds

I dont have a landline phone to be able to do a quiet line test. 

[DavidM]

Hi @Jryan and welcome.

Thanks for posting. Sorry you're having problems with the connection dropping. It's more than likely a problem with your line which is why you need to try the quiet line test. You can pick up a cheap handset which will be handy in case of any further issues, or you might want to borrow one so you can run the test. Let me know how you get on.

Cheers

David

[Jryan]

Tried the quiet line test, was pretty much quiet with a rare crackle now and again. It was very windy and raining when I did the test.

[pippincp]

There is no such thing as "pretty much quiet". There is either noise or there isn't. If there is report a noisy line on 151.

[NeilO]

Hi @Jryan thanks for doing those checks, a crackle on the line can cause the broadband to disconnect.

I'll send you a private message so you can get in touch with the moderation team and we'll be happy to help you get this sorted. You'll find the private message by clicking on the envelope in the top right of the community website.

Thanks

Neil