Re: Frequent disconnects and poor speed - Page 2

Piratew · ‎13-08-2020

Disconnecting all over the place when connected to master socket:

Went from 19Mb > 11Mb > 33Mb > 19Mb > 19Mb in automatic disconnections and reconnections in the space of 13 minutes.

Piratew · ‎13-08-2020

BT Smart Hub Manager

Technical logInformation Event log

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This shows all events that have taken place on your BT Smart Hub since the last time it was reset.

Category: Select

Selected: WAN

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Page 1 of 3

Time and date / Message

18:23:11, 13 Aug.

:WAN: SENSING AUTO VDSL

18:22:36, 13 Aug.

ptm0.101:VLAN VLAN_DATA connected

18:22:36, 13 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

18:22:36, 13 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

18:22:36, 13 Aug.

dsl:VDSL link Up: Down Rate=19085Kbps, Up Rate=4969Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

18:22:11, 13 Aug.

:VLAN VLAN_DATA disconnected

18:22:07, 13 Aug.

dsl:VDSL Link Down: duration was 333 seconds

18:17:13, 13 Aug.

:WAN: SENSING AUTO VDSL

18:16:35, 13 Aug.

ptm0.101:VLAN VLAN_DATA connected

18:16:34, 13 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

18:16:34, 13 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

18:16:34, 13 Aug.

dsl:VDSL link Up: Down Rate=19777Kbps, Up Rate=4976Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

18:16:11, 13 Aug.

:VLAN VLAN_DATA disconnected

18:16:07, 13 Aug.

dsl:VDSL Link Down: duration was 68 seconds

18:15:36, 13 Aug.

:WAN: SENSING AUTO VDSL

18:15:00, 13 Aug.

ptm0.101:VLAN VLAN_DATA connected

18:14:59, 13 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

18:14:59, 13 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

18:14:59, 13 Aug.

dsl:VDSL link Up: Down Rate=33237Kbps, Up Rate=6246Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

18:12:45, 13 Aug.

:VLAN VLAN_DATA disconnected

18:12:43, 13 Aug.

dsl:VDSL Link Down: duration was 26 seconds

18:12:18, 13 Aug.

ptm0.101:VLAN VLAN_DATA connected

18:12:17, 13 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

18:12:17, 13 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

18:12:17, 13 Aug.

dsl:VDSL link Up: Down Rate=11135Kbps, Up Rate=5044Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

18:12:00, 13 Aug.

:VLAN VLAN_DATA disconnected

18:11:56, 13 Aug.

dsl:VDSL Link Down: duration was 74 seconds

18:11:19, 13 Aug.

:WAN: SENSING AUTO VDSL

18:10:43, 13 Aug.

ptm0.101:VLAN VLAN_DATA connected

18:10:43, 13 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

18:10:43, 13 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

18:10:43, 13 Aug.

dsl:VDSL link Up: Down Rate=19941Kbps, Up Rate=4984Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

18:09:22, 13 Aug.

:VLAN VLAN_DATA disconnected

18:09:19, 13 Aug.

dsl:VDSL Link Down: duration was 52716 seconds

03:31:17, 13 Aug.

:WAN: SENSING AUTO VDSL

03:30:43, 13 Aug.

ptm0.101:VLAN VLAN_DATA connected

03:30:43, 13 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

03:30:43, 13 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

03:30:43, 13 Aug.

dsl:VDSL link Up: Down Rate=19911Kbps, Up Rate=4941Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

03:30:19, 13 Aug.

:VLAN VLAN_DATA disconnected

03:30:16, 13 Aug.

dsl:VDSL Link Down: duration was 1015 seconds

03:13:55, 13 Aug.

:WAN: SENSING AUTO VDSL

03:13:21, 13 Aug.

ptm0.101:VLAN VLAN_DATA connected

03:13:21, 13 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

03:13:21, 13 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

03:13:20, 13 Aug.

dsl:VDSL link Up: Down Rate=19911Kbps, Up Rate=4855Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

03:12:57, 13 Aug.

:VLAN VLAN_DATA disconnected

03:12:54, 13 Aug.

dsl:VDSL Link Down: duration was 1030 seconds

02:56:18, 13 Aug.

:WAN: SENSING AUTO VDSL

02:55:44, 13 Aug.

ptm0.101:VLAN VLAN_DATA connected

02:55:44, 13 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

02:55:44, 13 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

02:55:44, 13 Aug.

dsl:VDSL link Up: Down Rate=19838Kbps, Up Rate=4905Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

02:55:20, 13 Aug.

:VLAN VLAN_DATA disconnected

02:55:17, 13 Aug.

dsl:VDSL Link Down: duration was 1027 seconds

02:38:44, 13 Aug.

:WAN: SENSING AUTO VDSL

02:38:10, 13 Aug.

ptm0.101:VLAN VLAN_DATA connected

02:38:10, 13 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

02:38:10, 13 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

02:38:10, 13 Aug.

dsl:VDSL link Up: Down Rate=19762Kbps, Up Rate=4855Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

02:37:46, 13 Aug.

:VLAN VLAN_DATA disconnected

02:37:43, 13 Aug.

dsl:VDSL Link Down: duration was 1041 seconds

02:20:56, 13 Aug.

:WAN: SENSING AUTO VDSL

02:20:22, 13 Aug.

ptm0.101:VLAN VLAN_DATA connected

02:20:22, 13 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

02:20:22, 13 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

02:20:22, 13 Aug.

dsl:VDSL link Up: Down Rate=19941Kbps, Up Rate=4948Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

02:20:00, 13 Aug.

:VLAN VLAN_DATA disconnected

02:19:56, 13 Aug.

dsl:VDSL Link Down: duration was 1031 seconds

02:03:20, 13 Aug.

:WAN: SENSING AUTO VDSL

02:02:45, 13 Aug.

ptm0.101:VLAN VLAN_DATA connected

02:02:45, 13 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

02:02:45, 13 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

02:02:45, 13 Aug.

dsl:VDSL link Up: Down Rate=19911Kbps, Up Rate=4933Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

02:02:22, 13 Aug.

:VLAN VLAN_DATA disconnected

02:02:18, 13 Aug.

dsl:VDSL Link Down: duration was 5585 seconds

00:29:48, 13 Aug.

:WAN: SENSING AUTO VDSL

00:29:13, 13 Aug.

ptm0.101:VLAN VLAN_DATA connected

00:29:13, 13 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

00:29:13, 13 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

00:29:13, 13 Aug.

dsl:VDSL link Up: Down Rate=20060Kbps, Up Rate=4937Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

00:28:50, 13 Aug.

:VLAN VLAN_DATA disconnected

00:28:46, 13 Aug.

dsl:VDSL Link Down: duration was 23754 seconds

17:53:26, 12 Aug.

Previous image resolution went awful due to upload file size restrictions

imjolly · ‎13-08-2020

These fluctuations in connection speed in such a short space of time are terrible and I think need engineer visit to correct the reset problem which in turn will give you a speed within expected range

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Piratew · ‎13-08-2020

It just disconnected again whilst in master socket with filter and router just kept flashing pink/purple. Left it doing that for 4-5 minutes and it didn't reconnect.

I've put the 5C MK4 faceplate back on and it's connected slightly better... but I doubt it will last:

Product name:

BT Hub 6A

Serial number:

+084316+NQ62300563

Firmware version:

SG4B1000E020

Firmware updated:

02-Apr-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 0 Hours 4 Minutes 9 Seconds

Data rate:

5.31 Mbps / 24.92 Mbps

Maximum data rate:

5309 / 26502

Noise margin:

6.2 dB / 6.3 dB

Line attenuation:

39.4 dB

Signal attenuation:

28.4 dB / 39.4 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

2 MB Uploaded / 96 MB Downloaded

Piratew · ‎13-08-2020

I had two engineers come out together on Wednesday 5th August. They said they had it working fine but when I checked it was at 20 down and doing this disconnecting/reconnecting thing.

BT then sent me a new router on Friday 7th August. Had the same problems with that.

Monday 10th August an engineer came out, connected a brand new line (pulled new cable from telegraph pole and drilling etc), left the connection working seemingly OK, and took the router with him. The issues re-emerged a couple of hours later so I contacted them the following day as they'd left their number in case of problems.

Tuesday 11th August the engineer returned and connected the other router, did all tests, hence the 42Mb on that dsl checker on that date, and left. 12 hours later and it started dropping again.

So in the space of a week there have been 3 engineer visits, a new phone line, alternative routers used... it's affecting the whole family not being able to settle to watch online tv, films, or gaming because the signal keeps dropping and films stop playing or get booted out of games.

imjolly · ‎13-08-2020

that's terrible and you still have a poor speed I have asked mods to see if they can help but they are really busy so could take more than the normal few days for mods to contact you

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DavidM · ‎13-08-2020

Thanks for pointing this out @imjolly.

@Piratew,

It looks like we'll need to take a closer look at this for you. I'll need your details so I've dropped you a private message so you can get in touch.

Cheers

David

Piratew · ‎13-08-2020

Bizarrely, when you messaged me I went to open it and it had disconnected. Checked router stats when it reconnected and:

DSL uptime:

0 Days, 0 Hours 1 Minutes 54 Seconds

Data rate:

7.37 Mbps / 39.52 Mbps

Maximum data rate:

7450 / 38413

Noise margin:

5.1 dB / 5.2 dB

Line attenuation:

34 dB

Signal attenuation:

33.8 dB / 34 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

434 kB Uploaded / 2 MB Downloaded

---

I thought "Wow that was a quick resolution". As I just started typing my answers to your PM it disconnected again and now reconnected at:

DSL uptime:

0 Days, 0 Hours 7 Minutes 57 Seconds

Data rate:

5.37 Mbps / 24.79 Mbps

Maximum data rate:

5367 / 26152

Noise margin:

6.1 dB / 6.3 dB

Line attenuation:

39.6 dB

Signal attenuation:

28.5 dB / 39.6 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

3 MB Uploaded / 18 MB Downloaded

---

Aaargh!!

--

20:05:03, 13 Aug.

:WAN: SENSING AUTO VDSL

20:04:28, 13 Aug.

ptm0.101:VLAN VLAN_DATA connected

20:04:28, 13 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

20:04:28, 13 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

20:04:28, 13 Aug.

dsl:VDSL link Up: Down Rate=23871Kbps, Up Rate=5367Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

20:04:11, 13 Aug.

:VLAN VLAN_DATA disconnected

20:04:07, 13 Aug.

dsl:VDSL Link Down: duration was 136 seconds

20:02:26, 13 Aug.

:WAN: SENSING AUTO VDSL

20:01:52, 13 Aug.

ptm0.101:VLAN VLAN_DATA connected

20:01:52, 13 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

20:01:52, 13 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

20:01:52, 13 Aug.

dsl:VDSL link Up: Down Rate=38807Kbps, Up Rate=7372Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

20:01:34, 13 Aug.

:VLAN VLAN_DATA disconnected

20:01:30, 13 Aug.

dsl:VDSL Link Down: duration was 2797 seconds

imjolly · ‎13-08-2020

There is obviously a line problem as your attenuation is jumping about resulting in the speed fluctuations. Hopefully mods will help you get it fixed

If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.