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Thunderguts
Newbie
1,580 Views
Message 1 of 13

Help!!! Broadband Intermittently Disconnects

 

 

Please someone cast a eye on these figures and tell me if anything is wrong please???

 

Our broadband randomly disconnects sometimes upto 10 times a night only for a brief time of say 10-30 seconds but enough to kick my wife  and me off off xbox live or our laptops go to local only connection! The broadband light on the HH3 does not even go out, but sometimes the conection screen comes on our laptops showing the BB light flashing. I have phoned tech support in india (even spoke to George Michael lol) i've had the cover plate removed several times and had a BT engineer change it for a new one with seperate ADSL and phone sockets. Our profile has been reset and if the speed is right below im well pleased. it's just these **bleep** disconnections thats driving me mad. We have another engineer comming tomorrow who according to my last contact is going to fix the problem once and for all!! It's not a HH3 problem as this has happened on a Dratek Vigor, Belkin N300 and a Belkin N600. Brought the HH3 on recomendation from a BT tech support agent who said they could not help me anymore as they only train on HH's!!!!

 

This has been ongoing for six month now and im rather annoyed. 

 

On the troubleshooting page on every disconnect is logged on the WAN. I've printed this off for the engineer, any ideas where else I can direct him!!! the previous chap tested everything with his kit and found no fault! five mins after he left it went again! 

 

 

Internet Connection Configuration


Connection information
Connection time:0 day, 00:13:55
Data transmitted/received (GB):0.000 / 0.000

 

 

ADSL Line Status

Connection information
Line state:Connected
Connection time:6 days, 01:47:32
Downstream:17,266 Kbps
Upstream:1,171 Kbps

  ADSL settings
VPI/VCI:0/38
Type:PPPoA
Modulation:G.992.5 Annex A
Latency type:Fast
Noise margin (Down/Up):6.2 dB / 6.2 dB
Line attenuation (Down/Up):21.5 dB / 10.3 dB
Output power (Down/Up):0.0 dBm / 12.3 dBm
FEC Events (Down/Up):0 / 0
CRC Events (Down/Up):2775 / 116
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12 REPLIES 12
Moderator
Moderator
1,522 Views
Message 2 of 13

Re: Help!!! Broadband Intermittently Disconnects

Hi Thunderguts

 

Welcome to the community.

 

How did you get on with the engineer? If you are still having disconnection issues we can take a look at your fault for you.

 

Send us an email using the contact us form in my profile, you can copy the address for this form from the section about me.

 

Cheers

 

Stuart

Community ModeratorStuartH
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gouledw
Recognised Expert
1,520 Views
Message 3 of 13

Re: Help!!! Broadband Intermittently Disconnects

It's nice to see your taking a look at people's faults when there on shorter lines, it's sad the same can't be said for us lot on long lines and particularly weather-related issue's which are just waved off as normal service for long lines.
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teabag
Aspiring Contributor
1,507 Views
Message 4 of 13

Re: Help!!! Broadband Intermittently Disconnects

i've got the same problem again but reluctant to ahve an engineer out as i got charged last time got it back eventually bought one of the new hubs from ebay sto try and still have same problem goes days no problem then get a day when it keeps disconnecting for about 4 hours and having trouble with zynga games on facebook which is when this prob often happens.

Dont think bt like us playing gamesSmiley Sad

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Thunderguts
Newbie
1,477 Views
Message 5 of 13

Re: Help!!! Broadband Intermittently Disconnects

Still no joy third engineer coming today but sceptical of outcome! See below what were facing!

 

  20:01:37,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_ISP_TIME_OUT]

  20:45:03,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_ISP_TIME_OUT]

  20:56:16,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_NO_CARRIER]

  20:56:19,10 Dec. WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]

  21:15:20,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_ISP_TIME_OUT]

  21:38:55,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_ISP_TIME_OUT]

  22:53:51,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_ISP_TIME_OUT]

  22:55:07,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_ISP_TIME_OUT]

  22:56:09,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_UNKNOWN]

  23:46:48,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_NO_CARRIER]

  23:46:51,10 Dec. WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]

  23:48:42,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_NO_CARRIER]

  23:48:45,10 Dec. WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]

 

 

As you can see its random and only lasts a couple of seconds! unless the engineer is here and is quick enough to catch it i cant see how he can solve it! Last engineer said Help Desk does not register any disconnects!!! notice 13 disconnects in one evening between 20:00 and 00:00! makes xbox a pain as we not only play games but watch movies throu it!!!!

 

 

HELP

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Diean
Aspiring Expert
1,462 Views
Message 6 of 13

Re: Help!!! Broadband Intermittently Disconnects

The reason that BT Wholesale help desk dosn't see the disconnection that you are complaining about, is as I have been told by staff at BT is that they are only concerned about sync disconects and then they have to be conciderable.  If they get recorded by their monitoring software.  I have had prbolems with PPP disconects and so far all BTW say is that they don't see them even when I give them dates and time.  They even say that they don't see it when the hub resets itself or if the hub has been switch off and turned back on and even if there has been an engineer here.

 

A lot of the time, they don't even know what they are looking at even if you send them a screenshot of the event log from your hub.

 

Give you an idea of good BT are at solving a problem, I have now had these problems for 18 months and still they are trying to solve it.  43 engineer visits.  Passed from one department to another and back around again and again, until my head spins.  Even passed to the wrong department on many occassions.

0 Ratings
Distinguished Sage
1,452 Views
Message 7 of 13

Re: Help!!! Broadband Intermittently Disconnects

Thunderguts

If you have not already done so please contact the forum mods as they have requested they will get your problem resolved for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours

They are a UK based BT specialist team who have a good record at getting problems solved
0 Ratings
kirkybhoy
Beginner
1,444 Views
Message 8 of 13

Re: Help!!! Broadband Intermittently Disconnects

unfortunately all sounds very familiar, it seems i have to call BT monthly now to keep my connection live... Constantly drops the conection for 1-2 days a moth always seems to be about the same time of the month, Call centre just fobbing me off, asked to speak to complaints/customer service dept only to be told BT don't have one, eventually asked to speak to someone about cancelling my broadband / Vision & phone ( surprisingly this is in the UK ) where i was told that they DO have a complaints dept..( why am I being lied to ??) As I cannot get Vision movies etc.. and internet is patchy at times since an Engineer 4 month ago accidentally cut me off I will now have to wait until 30th Dec for an engineer to come out and once again attempt to fix this problem..

 

Frustrated and getting ready to jump ship after 20 odd years..

0 Ratings
Distinguished Sage
1,440 Views
Message 9 of 13

Re: Help!!! Broadband Intermittently Disconnects

kirkybhoy

if you care to post your hubstats and a full bt speedtest
then someone here will be able to give you some help with your connection 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 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
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kirkybhoy
Beginner
1,397 Views
Message 10 of 13

Re: Help!!! Broadband Intermittently Disconnects

hope this is what you mean..

 

 

 

Connection information

Line state:
Connected
Connection time:
0 day, 18:32:07
Downstream:
8,128 Kbps
Upstream:
448 Kbps

ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
10.9 dB / 24.0 dB
Line attenuation (Down/Up):
11.0 dB / 6.0 dB
Output power (Down/Up):
17.8 dBm / 11.8 dBm
FEC Events (Down/Up):
16 / 7
CRC Events (Down/Up):
0 / 0
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
HEC Errors (Down/Up):
0 / 0
Error Seconds (Local/Remote):
0 / 0
 
speedtester result = 0.49 Mbps
 
 
 
thanks
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