Infinity Broadband Keeps Dropping Out Every Hour

[ryanedkins]

BT have tried to fix this multiple times, and it has never been resolved after 3 years of the same issue. We have been living with it for a long time! BT standard customer service seem to only say my connection is stable. By the time I try and report the fault, the internet is back up!

Im on BT infinity max, smart hub 2

Used to have a nether router which I though was the route of the problem as bt suggested, and replaced it with a smart hub 2, but still the same problem.

Seems I was right in that its something BT end!

I attached my latest log. You can see dropping very 15 minutes whilst writing this email. 

https://www.dropbox.com/s/754buqhl5twkknu/%2B091298%2B1902013232_28_6_2019_eventlog.csv?dl=0

So very frustrating, hopefully a moderator or someone with knowledge of this kind of fault

[pippincp]

Could you post the connection stats from the hub.

HH6 Advanced settings/technical log/information.

HH5 Troubleshooting/helpdesk.

Please post the result here not on another site.

[ryanedkins]

this is the PPP export from my smart hub.

https://www.dropbox.com/s/0d136h5xywzy4zz/%2B091298%2B1902013232_28_6_2019_eventlog.csv?dl=0

click the dropbox link to download the css

full log in the original post

thanks

[imjolly]

As @pippincp  requested it is the router stats we are looking for not the logs so advanced settings then technical log information. Post stats here and not a Dropbox link. It makes it far easier to help rather constantly having to move between screens

what about quiet line test?

[ryanedkins]

Thanks for the feedback, sorry I don't know what I'm looking at, are these the stats?

Product code:Smart Hub 2

Serial number:+091298+1902013232

Firmware version:v0.13.03.02221-BT

Firmware updated:Tue Jun 4 19:46:52 2019

Board version:R01

GUI version:1.55 12_12_2018

DSL uptime:0 days,00 Hours37 Mins49 Secs

Data rate:20 Mbps / 54.231 Mbps

Maximum data rate:25.105 Mbps / 55.957 Mbps

Noise margin:8.7 / 5.3

Line attenuation:11.1 / 20.4

Signal attenuation:10.9 / 19.7

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:17.5 MB Uploaded  / 473.1 MB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:Ryan home

2.4 GHz wireless channel:Smart (Channel6)

5 GHz wireless network name:Ryan home

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:78:DD:12:89:B6:4F

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

[pippincp]

Is there any niose on your line as mentioned by @imjolly ? 17070 option 2.

[ryanedkins]

no noise or crackling whatsoever, nice and quiet on the line

[imjolly]

What Is the connection time in your stats now?

from your stats if you have been dropping connection as often as you say your connection speed is good and looks like nothing has happened

[ryanedkins]

2 hours 24 minutes currently

this is the weird thing, connection is great when connected, fast speed.

It just cuts out for about 5 minutes, so when watching a streamed film for example, it stops the film, and we have to wait!

I cannot see what it would be!

This is a quick overview of your BT Smart Hub's status.

Connection status:

Connection type:

Fibre Broadband (VDSL)

Firmware version:

v0.13.03.02221-BT

Firmware updated:

4-Jun-2019

Serial number:

+091298+1902013232

Downstream sync speed:

52.525 Mbps

Upstream sync speed:

19 Mbps

Network uptime:

0 Days, 02 Hours 24 Minutes

System uptime:

17 Days, 16 Hours 19 Minutes

BT Wi-fi status:

Activated