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richardtheboffin
Contributor
1,404 Views
Message 1 of 19

Got the 'speed boost' but now internet drops out all the time...

Since going to fibre to the cabinet and going from 3.5 mbits to 35 mbits, we had very reliable connections.

 

A few weeks ago, BT gave us a 'speed boost' to 64mbits. since then we get dropped connections daily, sometimes several times a day.

 

It makes watching anything on Nexflix hard work as we are always waiting for broadband to come back online.

 

The diagnostics say there is no problem with the line, but that there is a fault somewhere.

 

I logged a fault 3 days ago and now the fault tracking system seems to be stuck, showing no progress and not allowing me to re-test or submit a new fault...

 

what do I do next?

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18 REPLIES 18
XRaySpeX
Recognised Expert
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Message 2 of 19

Re: Got the 'speed boost' but now internet drops out all the time...

If you were only getting 35 Meg the 'speed boost' of Infinity 1 isn't going to make any diff as all to you as it does is lift the 55 Meg cap that you are nowhere near hitting.

 

Please post your full Router Stats. For a Home Hub see on here: Broadband Top Tips . Full router stats are key to any speed & connection issues.

 

What does BT Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number, use the Address Checker, not the Postcode Checker.

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richardtheboffin
Contributor
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Message 3 of 19

Re: Got the 'speed boost' but now internet drops out all the time...

I'd edit my post with the stats, but it seems to have gone!

 

Stats:

 

3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 13/07/17
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:24:25
6. Data rate:19872 / 67379
7. Maximum data rate:19894 / 73536
8. Noise margin:6.2 / 4.1
9. Line attenuation:30.0 / 20.5
10. Signal attenuation:29.9 / 19.6
11. Data sent/received:125.7 MB / 3.8 GB

 

 

Logs shows this when drop out happens:

 

23:37:13, 19 Oct.( 9037.840000) PPP LCP Send Configuration ACK
23:37:13, 19 Oct.( 9037.830000) PPP LCP Receive Configuration Request
23:37:13, 19 Oct.( 9037.830000) PPP LCP Send Configuration Request
23:36:22, 19 Oct.( 8986.770000) PTM over DSL is up
23:34:21, 19 Oct.( 8865.580000) Admin login successful by 192.168.1.65 on HTTP
23:32:54, 19 Oct.( 8778.330000) CWMP: session closed due to error: Could not resolve host
23:32:54, 19 Oct.( 8778.280000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
23:32:54, 19 Oct.( 8778.280000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
23:32:23, 19 Oct.( 8747.680000) CWMP: session closed due to error: Could not resolve host
23:32:23, 19 Oct.( 8747.450000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
23:32:23, 19 Oct.( 8747.440000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
23:32:22, 19 Oct.( 8746.850000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
23:32:21, 19 Oct.( 8745.030000) PTM over DSL is down after 97 minutes uptime
23:32:21, 19 Oct.( 8745.020000) PPPoE is down after 97 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
23:32:17, 19 Oct.( 8741.030000) PPP LCP Send Termination Request [User request]
23:32:15, 19 Oct.BLOCKED 12 more packets (because of Default policy)
23:32:15, 19 Oct.OUT: BLOCK [15] Default policy (First packet in connection is not a SYN packet: TCP [192.168.1.80]:34699-​>[87.248.214.160]:80 on ppp3)
23:32:12, 19 Oct.BLOCKED 1 more packets (because of Default policy)
23:32:11, 19 Oct.BLOCKED 44 more packets (because of Default policy)
23:32:11, 19 Oct.OUT: BLOCK [15] Default policy (First packet in connection is not a SYN packet: TCP [192.168.1.80]:34697-​>[87.248.214.160]:80 on ppp3)
23:32:09, 19 Oct.BLOCKED 17 more packets (because of Default policy)
23:32:09, 19 Oct.BLOCKED 38 more packets (because of Packet invalid in connection)
23:32:09, 19 Oct.OUT: BLOCK [15] Default policy (First packet in connection is not a SYN packet: TCP [192.168.1.80]:34695-​>[87.248.214.160]:80 on ppp3)
 
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pippincp
Distinguished Sage
1,344 Views
Message 4 of 19

Re: Got the 'speed boost' but now internet drops out all the time...

Can you do a quiet line test? 17070 option 2, any noise report a line fault on 151. Don't mention broadband.

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richardtheboffin
Contributor
1,343 Views
Message 5 of 19

Re: Got the 'speed boost' but now internet drops out all the time...

and this is the availablilty checker:

 

BT BROADBAND AVAILABILITY CHECKER
Telephone Number  is served by Cabinet 4

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

WBC FTTC 18x2 Provide Availability

WBC FTTC 18x2 Sim Availability

Left in Jumper

  HighLowHighLow        

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTP Availability Date

       

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

     

Left in Jumper

Other Offerings

     

Availability Date

       

Premise environment

Status

VDSL Range A (Clean)53.239.813.38.735Available----Yes--
VDSL Range B (Impacted)42.625.910.95.520.5Available----Yes--
FTTP on Demand33030--Available--------
WBC ADSL 2+Up to 2--1 to 3.5Available------Yes
WBC ADSL 2+ Annex MUp to 2Up to 0.51 to 3.5Available------Yes
ADSL MaxUp to 2--1 to 3Available--------
WBC Fixed Rate0.5 ----Available------Yes
Fixed Rate0.5 ----Available--------
VDSL Multicast------Available--------
ADSL Multicast------Available--------
Bridge TapN       
VRI--       
NTEFaceplate--       
Last Test Date16-05-2017       

 

 

 

 

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

This line is on a Market B Exchange.

For VDSL or G.fast Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.

 

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

 

Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 31-Oct-2013; the Formal Retirement date for IPstream is from 30-Jun-2014.

If the End User wishes to migrate from their current Broadband supplier they will need to contact the Broadband supplier they want to take service from to arrange for the service to be migrated.

 

Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number, NAD, UPRN or Access Line ID (ALID) check.

Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service.

 

 

Thank you for your interest.

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XRaySpeX
Recognised Expert
1,314 Views
Message 6 of 19

Re: Got the 'speed boost' but now internet drops out all the time...

You are actually getting 67 Meg sync speed, better than all the estimates from BT & showing you've benefited from the Infinity 1 "Speed Boost"..

 

There should be no issues with your speeds but hopefully the QLT will show up noisiness to account for the discons.

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richardtheboffin
Contributor
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Message 7 of 19

Re: Got the 'speed boost' but now internet drops out all the time...

Assuming the QLT will make broadband drop out?

 

It was up since 3am this morning and dropped out when I did the QLT.

 

QLT was silent.

 

This is the event log when it dropped out just now:

 

10:06:56, 20 Oct.(28044.100000) CWMP: session closed due to error: Could not resolve host
10:06:56, 20 Oct.(28044.070000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
10:06:56, 20 Oct.(28044.060000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
10:06:25, 20 Oct.(28013.470000) CWMP: session closed due to error: Could not resolve host
10:06:25, 20 Oct.(28013.450000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
10:06:25, 20 Oct.(28013.440000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
10:06:24, 20 Oct.(28012.850000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
10:06:23, 20 Oct.(28011.360000) PTM over DSL is down after 384 minutes uptime
10:06:23, 20 Oct.(28011.360000) PPPoE is down after 383 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
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richardtheboffin
Contributor
1,264 Views
Message 8 of 19

Re: Got the 'speed boost' but now internet drops out all the time...

Repeated the QLT, with phone on speaker at full volume, you can just hear some very faint squeaks and crackles, but only just...

 

Broadband disconnects every time I do the QLT. (Assume that is to be expected)

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imjolly
Distinguished Sage
Distinguished Sage
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Message 9 of 19

Re: Got the 'speed boost' but now internet drops out all the time...

your broadband should not disconenct when doing QLT  does broadband also disconnect when you receive a call?

 

I would connect to tewst socket with a filter and then use phone in that filter to try QLT again and see if broadband still drops and also if still line noise

 

if ok now then there is a problem with filter or internal wiring

 



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XRaySpeX
Recognised Expert
1,223 Views
Message 10 of 19

Re: Got the 'speed boost' but now internet drops out all the time...


@richardtheboffin wrote:

Assuming the QLT will make broadband drop out?


No, assuming you perform the QLT with the router disconnected.

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