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paulmcfadyen
Aspiring Contributor
478 Views
Message 1 of 17

Frequent disconnections and speed issues

Hi,

 

I hope that somebody else has had a similar experience or knows how I might sort out problems experienced over the last few months.

 

Every few days, internet seems to completely disconnect, although router still indicates connection and sync at about 13 Mbps.

 

This typically happens during/shortly after watching iPlayer. It never seems to completely disconnect during watching, but becomes unwatchable due to constant/almost constant spinning circle.  Indicated sync speed remains at or around 13 Mbps but clearly this is not the speed available when his happens.  Typically connections to all devices fail completely by the morning after watching iPlayer.

 

Always, restarting the router solves the issue for a day or two until the cycle repeats itself.

 

This happens identically with three separate routers (One Homehub 2 and two Netgear DG834G) and so I think I can safely assume it's a BT Broadband problem, not a problem with my equipment.  Have replaced microfilter to no avail, connected directly to test socket so no internal wiring to consider.

 

Will be looking for BT to release me from contract if this can't be resolved as it's becoming increasingly frustrating!

 

Very many thanks if anyone can help.

 

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16 REPLIES 16
Distinguished Sage
455 Views
Message 2 of 17

Re: Frequent disconnections and speed issues

Hi Welcome to the forums

If you post the full stats from your router
For homehub – type 192.168.1.254 into your browser
Navigate to ADSL Settings or use the A-Z at the top right of the home page and scroll down to ADSL Settings and click on it

Click on More Details and then post the full results.
also post the full results from http://speedtester.bt.com/
Have you tried connecting to the test socket at the rear of the master socket Test Socket.jpg

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
also you could try the hints given by poster RogerB in this link they may help http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397

Then someone here may be able to help and offer more advice.


This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’

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paulmcfadyen
Aspiring Contributor
451 Views
Message 3 of 17

Re: Frequent disconnections and speed issues

Hi John,

 

Thanks for your quick reply.

 

Stats from Netgear router just now are as follows.  I can switch to Homehub if this helps with any diagnosis.

 

 
System Up Time 01:23:29
PortStatusTxPktsRxPktsCollisionsTx B/sRx B/sUp Time
WANPPPoA300834150101254777001:22:55
LAN10M/100M1475240041501:23:24
WLAN11M/54M427663098707897126701:23:16

ADSL LinkDownstreamUpstream
Connection Speed13265 kbps828 kbps
Line Attenuation30 db8.5 db
Noise Margin1 db7 db

 

Quiet line test is completely silent.

 

Will post speedtest results shortly when I move to desktop PC.

 

 

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paulmcfadyen
Aspiring Contributor
447 Views
Message 4 of 17

Re: Frequent disconnections and speed issues

Can't get speedtester to work just now but will run this and post results in the morning.

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paulmcfadyen
Aspiring Contributor
444 Views
Message 5 of 17

Re: Frequent disconnections and speed issues

Test1 comprises of two tests

1. Best Effort Test: -provides background information.

 Download  Speed
 7051 Kbps
  
0 Kbps21000 Kbps
Max Achievable Speed

 

 Download speedachieved during the test was - 7051 Kbps
 For your connection, the acceptable range of speeds is 4000-21000 Kbps.
 Additional Information:
 Your DSL Connection Rate :13264 Kbps(DOWN-STREAM), 828 Kbps(UP-STREAM)
 IP Profile for your line is - 11702 Kbps


2. Upstream Test: -provides background information.

 Upload Speed
 348 Kbps
  
0 Kbps828 Kbps
Max Achievable Speed

 

>Upload speed achieved during the test was - 348 Kbps
 Additional Information:
 Upstream Rate IP profile on your line is - 828 Kbps



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

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Distinguished Sage
436 Views
Message 6 of 17

Re: Frequent disconnections and speed issues

Hi your noise margin is very low at 1db this could be the problem it could be worth your contacting the forum mods and asking them to reset your noise margin to the default 6th this will reduce your speed a little but will give you more line stability which is your problem this is alink to them http://bt.custhelp.com/app/contact_email/c/4951 they normally reply directly to you by either email or phone within 72 hours they are a small team of uk based Bt specialists
With an excellent record for resolving problems
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paulmcfadyen
Aspiring Contributor
425 Views
Message 7 of 17

Re: Frequent disconnections and speed issues

Thank you.

 

Have contacted forum mods and will post back on their response.

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Distinguished Sage
421 Views
Message 8 of 17

Re: Frequent disconnections and speed issues

Ok Paul they will reply they just take a few days asthey deal with each mail inturn personally it may take a little longer due to the holiday period causing a bit of a backlog
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paulmcfadyen
Aspiring Contributor
388 Views
Message 9 of 17

Re: Frequent disconnections and speed issues

Update.

Forum moderator has contacted me to suggest that problem is in my house. Noise margin up to 4.6 SN when he tested.

I confirmed no router swap since 29 December and that 2 wired, 3 wireless devices on network. Nothing else using line.

Apparently I'm not allowed to paste emails saying exactly that on forum (ridiculous) however summarised for anyone else who may benefit.

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paulmcfadyen
Aspiring Contributor
347 Views
Message 10 of 17

Re: Frequent disconnections and speed issues

Forum moderator suggested engineer visit, which happened today.

 

After hours of struggling to find any problem, he eventually detected some "errors" and though swapping to alternative pair from cabinet to exchange might help.

 

Will post back if problems continue...

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