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Aspiring Contributor
Message 1 of 5

Frequent drop of DSL in Infinity

I,m becoming more and more frustrated with BT Infinity with very frequent loss of servive.

I have ahd Infinity for about a year and was very satisfied until recently when I could only have service for sometimes only a few miniutes. Then it returned for about five days with reduced speeds 27 down 4 up instead of35 down and 9 up. then that started dropping out too. I have raised the problem with BT who keep saying they cannot find a fault then all was well for 5 days until last Monday when drops started again. Infiity was aslf install, I do not have later Master sockets just two coming from a junction box in my property. Drops occur both with Ethernet and wireless connections. It may be significant that I live in a retirement flat within a complex. Recently our entry phonesand careline sytem have been renewed but a friend who lives in the same complex has not had any trouble but when she had hers installed it was done by BT with a new master socket c/w face plate and no need for filters. Occasionaly I have cracking on my phone line but a quiet test today proved OK.

My stats are here

1. Product name:BT Home Hub
2. Serial number:+068543+NQ41653016
3. Firmware version:Software version (Type A) Last updated 01/07/15
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:07:42
6. Data rate:8491 / 40000
7. Maximum data rate:17481 / 82504
8. Noise margin:10.0 / 12.0
9. Line attenuation:13.4 / 13.4
10. Signal attenuation:13.3 / 13.4
11. Data sent/received:267.8 MB / 1.6 GB
12. Broadband
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-KWC7
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:BTHub5-KWC7
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:40:f2:01:14:88:ae
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
BT Home Hub 5 (Type A) | Software version | Last updated 01/07/15


I have noted looking at the event logs that the following or something similar occurs frequently


10:26:56, 10 Jul. (512708.800000) PPPoE is down after 25 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]


10:26:51, 10 Jul. (512703.670000) PPP LCP Send Termination Request [User request]


10:20:14, 10 Jul. (512307.390000) Admin login successful by on HTTP


10:20:12, 10 Jul. (512304.500000) New GUI session from IP


10:03:59, 10 Jul. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP []:50173-​>[]:443 on ppp3)


10:03:59, 10 Jul. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP []:50173-​>[]:443 on ppp3)


10:03:58, 10 Jul. (511331.330000) Lease for IP renewed by host Alberts-​iPad (MAC c8:b5:b7:08:74:a8). Lease duration: 1440 min


10:03:58, 10 Jul. (511331.330000) Device connected: Hostname: Alberts-​iPad IP: MAC: c8:b5:b7:08:74:a8 Lease time: 1440 min. Link rate: 300.0 Mbps


10:03:58, 10 Jul. (511331.230000) Lease requested




Does anyone have any thoughts? Thank you

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Distinguished Sage
Message 2 of 5

Re: Frequent drop of DSL in Infinity

you need to get that line noise fixed as that will cause disconnections
Aspiring Contributor
Message 3 of 5

Re: Frequent drop of DSL in Infinity

Thank you for your reply. Are you referring to the occasional crackle or the noise margin shown in my stats, other posts suggest 6 is more normal but I don't know. Also is there any way to export the event log other than copy & Paste?



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Distinguished Sage
Distinguished Sage
Message 4 of 5

Re: Frequent drop of DSL in Infinity

john46 comment was to get the line noise fixed when you us the phone


try quiet line test  dial 17070 option 2  should be quiet and best with corded phone  if any noise then reposrt a phone fault to 151


in your case your noise margin above 6db is ok as you are on infinity 1 capped at 40mb whereas your line could go faster at infinity 2 max of 80mb

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Aspiring Contributor
Message 5 of 5

Re: Frequent drop of DSL in Infinity

Thank you. I have just repeated the quiet line test on a corded and Dect phone, there is intermittent slight noise on both. I have BT phoning me for updates on Monday, I will mention this.


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