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Aspiring Contributor
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Message 1 of 11

HH5 DSL Link Donw Repeatedly

 

Hii,

 

I had Infinity installed on Friday after having a perfectly good working standard Broadband line (also with BT). It was fine for the first 48 hours, however from yesterday morning the line drops repeatedly, anywhere from once an hour to every few mins and also from 10 secs to 10+ mins.

 

I logged a fault which said there was a problem in the Network which they have resolved however no improvement at my end so I have an engineer visit booked for Wednesday.

 

I got the usual "if it's a problem inside your home you will be charged" but I just can't imagine it is after never having a problem previously. I's googled most things and downloaded the router status which show the DSL Link dropping so not being technical I'm trying to understand if that itself implies a problem in the Network rather than my home.

 

Any help/guidance on options would be great, I'm contemplating asking them to revert me back to standard broadband. I've seen comments about problems with the HH5 itself but not sure if the DSL Link means that is a red herring in my case.

 

Cheers in advance...

 

James.

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Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: HH5 DSL Link Donw Repeatedly

check here for problems  http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

http://community.plus.net/exchange-information/

 

if you have hh5 can you go to troubleshooting then helpdesk and post stats 1-12

 

try quiet line test  dial 17070 option 2  should be quiet and best with corded phone

 

was it engineer install or self install?



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Aspiring Contributor
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Message 3 of 11

Re: HH5 DSL Link Donw Repeatedly

It's just been having a nightmare to be honest - Status 1-12 below and below that the DSL Link Down occurrences from last night...

1 Product Name: HomeHub5

2 Serial number: 1507082291

3 Firmware version: v0.07.03.0814-BT (Type B) Last updated [Unknown]

4 Board version: 1

5 VDSL uptime: 0 days, 00:10:29

6 Data Rate: 431 / 12363

7 Maximum Data Rate: 542 / 15605

8 Noise Margin: 6.3 / 6.1

9 Line Attenuation: 0.0 / 36.5

10 Signal Attenuation: 0.0 / 0.0

11 Data sent/received: 5.1 MB / 22.4 MB

12 Broadband username: bthomehub@btbroadband.com

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Aspiring Contributor
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Message 4 of 11

Re: HH5 DSL Link Donw Repeatedly

12:18:14 25 May. DSL Link Down: duration was 130 seconds

12:15:41 25 May. DSL Link Down: duration was 73 seconds

12:14:06 25 May. DSL Link Down: duration was 35 seconds

12:13:08 25 May. DSL Link Down: duration was 15 seconds

12:12:30 25 May. DSL Link Down: duration was 22 seconds

12:11:46 25 May. DSL Link Down: duration was 73 seconds

12:10:11 25 May. DSL Link Down: duration was 35 seconds

12:09:13 25 May. DSL Link Down: duration was 32 seconds

12:08:18 25 May. DSL Link Down: duration was 32 seconds

12:07:23 25 May. DSL Link Down: duration was 83 seconds

12:05:21 25 May. DSL Link Down: duration was 40 seconds

12:04:19 25 May. DSL Link Down: duration was 39 seconds

12:03:17 25 May. DSL Link Down: duration was 32 seconds

12:02:22 25 May. DSL Link Down: duration was 61 seconds

12:00:58 25 May. DSL Link Down: duration was 79 seconds

11:59:17 25 May. DSL Link Down: duration was 5302 seconds

10:30:33 25 May. DSL Link Down: duration was 11 seconds

10:29:59 25 May. DSL Link Down: duration was 17 seconds

10:29:17 25 May. DSL Link Down: duration was 260 seconds

10:24:35 25 May. DSL Link Down: duration was 5899 seconds

08:45:54 25 May. DSL Link Down: duration was 21 seconds

08:45:06 25 May. DSL Link Down: duration was 95 seconds

08:43:09 25 May. DSL Link Down: duration was 56 seconds

08:41:50 25 May. DSL Link Down: duration was 30727 seconds

00:08:47 25 May. DSL Link Down: duration was 391 seconds

00:01:53 25 May. DSL Link Down: duration was 21 seconds

00:01:09 25 May. DSL Link Down: duration was 424 seconds

23:53:43 24 May. DSL Link Down: duration was 266 seconds

23:48:21 24 May. DSL Link Down: duration was 21 seconds

23:47:37 24 May. DSL Link Down: duration was 2771 seconds

23:01:03 24 May. DSL Link Down: duration was 842 seconds

22:46:38 24 May. DSL Link Down: duration was 38 seconds

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Distinguished Sage
Distinguished Sage
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Message 5 of 11

Re: HH5 DSL Link Donw Repeatedly

you appear to be a long way from your street cabinet and therefore have broadband with fibre which is basically infinity for customer where estimate is <15mb

 

self install?  quiet lin test?



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Aspiring Contributor
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Message 6 of 11

Re: HH5 DSL Link Donw Repeatedly

 

Spoiler
 

Engineer install and line all tested fine with 26mb speeds. I self tested on wireless the same day and got 18mb.

 

Our phone itself is problematic so not sure a line test will work to be honest...? 

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Distinguished Sage
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Message 7 of 11

Re: HH5 DSL Link Donw Repeatedly

If you have a phone line problem then that needs fixing first before your broadband will improve you really need to try the quiet line test
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Aspiring Contributor
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Message 8 of 11

Re: HH5 DSL Link Donw Repeatedly

Sorry, I meant handset not Phone. It's just a bit temperamental but did it and got silence with the intermittent statement of quiet line test which I assume is what is expected...?

 

Brilliantly connection just dropped as I was typing this...

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Distinguished Sage
Distinguished Sage
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Message 9 of 11

Re: HH5 DSL Link Donw Repeatedly

then you need to contact customer services and get engineer back   was it openreach engineer or a contractor?



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Aspiring Contributor
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Message 10 of 11

Re: HH5 DSL Link Donw Repeatedly

Already booked for Wednesday, earliest availability apparently.

 

Could I ask you to comment on my question about whether the DSL Link Down refers to a network problem of the signal coming into the property  rather than the internal wiring...?

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