New Setup | Constant Disconnects and variable speeds

[paddyb80]

Good morning all,
Just wondering if anyone can shed some light.

We've recently moved to our new property, we were previously with Virgin for 10 years, the new property cannot accomodate Virgin Cable thus we decided to switch to BT.

Being PC literate,  and having some background in networking,  I'm a fairly confident with my way ability to remedy most issues,  but Phone lines are a different matter so wanted to seek some help.

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Products received and activated on the 19/12/2019

Let's start by saying I've already spoken to Customer Services whom have booked an engineer to visit our property on the 27th but wanted to see if there are any further variables I can eliminate before the engineer arrives.

Superfast Fibre Halo 2 -

As advertised - Normal available speeds

Your normal available download speed will be between 56-73 Mbps

Your normal available upload speed will be between 17-18 Mbps

BT TV and Pay as you go Package

The Problem lays with our Broadband which keeps disconnecting and when up the speeds aren't optimal but not drastically bad, on occasion when the hub has rebooted and I've done speedtests we've reached the maximum both on download and upload but now currently we sit at approx 55-60 down / 6mb up.  The concern is the constant disconnects which can range from every 2-3 mins to sometimes having a session of of 13 hours without a disconnect.

I have been tracking the disconnects at various times of the day as I've been working from home and they are sporadic to say the least, they'll be occasions where it'll be constant loop of disconnects, every 2-3 mins during the day, then of an evening it'll be fine till around from 19:00 - 01:00 and then go into a disconnect loop again.

Issues to note

• Crackling on phone line with DSL Cable & Phone connected to ASDL filter almost like someone is scrunching a packet of crisps.
• No crackling when only phone cable is inserted
• Disconnects range from every 2-3 mins, to having sessions of up to 13 hours without a disconnect.

Things I have done  (all done using the Master Socket)

• Tested using a Corded Phone into both the front plate socket and test socket
• Tested 17070 / option 2 quiet line test   (no noise when only phone is connected)
• Tested 17070  / option 2 - With DSL cable connected and noise is present
• Ordered and tested new DSL Cable
• Ordered and tested new ADSL Filter
• Ordered and tested new Master Sockets (different varients off Amazon - punching tool sockets / non tool sockets)
• Checked other phone sockets around the house which are all extension sockets and no dial tones from any of these.
• Checked HUB Info and Firmware was updated the day it was booted up and connected.
• PC is maintained, no malware, viruses or background applications that could cause any interuption.
• Factory Reset Hub2

Logs if required

STATUS Info

Connection status,Connected
Connection type,Fibre Broadband (VDSL)
Firmware version,v0.16.02.08304-BT (Fri Aug 30 17:58:36 2019)
Serial number,+091298+1929005478
Downstream sync speed,61.1 Mbps
Upstream sync speed,6.0 Mbps
Network uptime,0 days 0 Hours 1 Mins 37 Secs
System uptime,0 days 15 Hours 27 Mins 1 Secs
BT Wi-fi status,Not active

Product code:Smart Hub 2

Serial number:+091298+1929005478

Firmware version:v0.16.02.08304-BT

Firmware updated:Sat Dec 21 15:42:23 2019

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:0 days,00 Hours05 Mins15 Secs

Data rate:6 Mbps / 61.081 Mbps

Maximum data rate:6.458 Mbps / 82.326 Mbps

Noise margin:3.4 / 5.6

Line attenuation:4.7 / 14.2

Signal attenuation:4.6 / 13.8

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:1.3 MB Uploaded  / 11.4 MB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-RWA8XW

2.4 GHz wireless channel:Smart (Channel1)

5 GHz wireless network name:BT-RWA8XW

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:04:A2:22:94:24:6D

Software variant:-

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

-------------------------------------------------

A tool I've been using to monitor network uptime and failures.

21/12/2019 17:33:45 Log Start
---------------------------------------
21/12/2019 17:35:32 0:00:15
21/12/2019 17:47:03 0:01:13
21/12/2019 17:48:37 0:01:27
21/12/2019 17:57:24 0:00:05
21/12/2019 18:09:30 0:00:05
---------------------------------------
21/12/2019 18:12:16 Log End
Monitor Duration 0:40:00
Failure Summary:
Count 5
Total Downtime 0:03:05
% Downtime 7.73
Minimum Length 0:00:05
Maximum Length 0:01:27
Average Length 0:00:37

-------------------------------------------

22/12/2019 15:57:45 Log Start
---------------------------------------
Failure Start Length
22/12/2019 16:00:06 0:00:07
22/12/2019 16:00:21 0:02:35
22/12/2019 16:03:42 0:00:55
22/12/2019 16:04:45 0:01:10
22/12/2019 16:08:05 0:00:11
22/12/2019 16:12:20 0:00:06
22/12/2019 16:15:06 0:00:58
22/12/2019 16:16:45 0:01:04
22/12/2019 16:18:03 0:00:10
22/12/2019 16:23:41 0:00:56
22/12/2019 16:28:15 0:00:55
22/12/2019 16:37:22 0:00:54
---------------------------------------
22/12/2019 16:39:45 Log End
Monitor Duration 0:42:00
Failure Summary:
Count 12
Total Downtime 0:10:06
% Downtime 24.07
Minimum Length 0:00:06
Maximum Length 0:02:35
Average Length 0:00:50

22/12/2019 16:57:34 Log Start
---------------------------------------
Failure Start Length
22/12/2019 17:17:06 0:02:04
22/12/2019 17:19:18 0:01:47
---------------------------------------
22/12/2019 17:25:09 Log End
Monitor Duration 0:27:34
Failure Summary:
Count 2
Total Downtime 0:03:52
% Downtime 14.06
Minimum Length 0:01:47
Maximum Length 0:02:04
Average Length 0:01:56

22/12/2019 17:26:30 Log Start
---------------------------------------
Failure Start Length
22/12/2019 17:35:03 0:00:57
22/12/2019 17:36:46 0:00:53
22/12/2019 17:39:25 0:00:40
22/12/2019 17:45:03 0:00:06
22/12/2019 17:45:17 0:00:16
---------------------------------------
22/12/2019 17:45:34 Log End
Monitor Duration 0:19:02
Failure Summary:
Count 5
Total Downtime 0:02:38
% Downtime 13.88
Minimum Length 0:00:06
Maximum Length 0:00:57
Average Length 0:00:31
=======================================

=======================================
22/12/2019 18:17:37 Log Start
---------------------------------------
Failure Start Length
22/12/2019 18:23:49 0:00:39
22/12/2019 18:30:30 0:00:05
22/12/2019 18:39:01 0:00:57
22/12/2019 18:40:31 0:00:45
---------------------------------------
22/12/2019 19:05:37 Log End
Monitor Duration 0:48:00
Failure Summary:
Count 4
Total Downtime 0:02:27
% Downtime 5.12
Minimum Length 0:00:05
Maximum Length 0:00:57
Average Length 0:00:36
=======================================

[Keith_Beddoe]

@paddyb80 

The cracking would be a major issue and you will need to prove its not internal to your house.

What does your master phone socket look like?

Or

[paddyb80]

@Keith_Beddoe 

Top Row # 2
I've taken the faceplate off and retested everything via the test socket.

[Keith_Beddoe]

---

@paddyb80 wrote:

Top row # 2

I've taken the faceplate off and retested everything via the test socket.

---

Can you please confirm that your extension socket wiring is connected to the correct place as shown here?

There have been issues on those NTEs where the front section does not clip firmly into the back, but if you have used the test socket behind, and still get the disconnections, then that is eliminated.

[paddyb80]

@Keith_Beddoe 

I assume you mean the solid green and solid black wires ?

Cable entering the house has a Brown Exterior Plastic protection then an inner black protection, then the actual wires. Which are:    Solid White / Solid Orange / Solid Black / Solid Green

The latter two are not connected to anything in the master socket, merely twisted and tucked away (these are as they were when I removed the front plate).

The only wires connected are:
solid White into A
Solid Orange into B

[Keith_Beddoe]

---

@paddyb80 wrote:

@Keith_Beddoe 

I assume you mean the solid green and solid black wires ?

These are not connected to anything in the master socket, merely twisted and tucked away (these are as they were when I removed the front plate).

The only wires connected are:
solid White into A
Solid Orange into B

---

Then where is the wiring to your extension sockets, as it that connection block next to the test socket, where they must connect to, otherwise you will get problems with disconnects?

If its a new build, then the builders may have simply left the extensions disconnected?

Does your phone line come in underground, or from a pole?

[paddyb80]

@Keith_Beddoe 

Apologies, connection kept dropping again.

The property we're in is a 3 storey town house, row of 3 and they are newer builds yes.
The telephone pole connects to the older older builds around our property but not to ours.

I've been outside and had a look, the phone line looks to enter the property underground through a brown thick cable via a grey cover box.

Should the solid black and solid green wires be connected then to the connection block in the picture you provided and if so , to which 2/3/5 ?

[pippincp]

The black and green wires should not be connected.

I think the answer @Keith_Beddoe is trying to get to is. Do you have any exentions and where do they connect to?

If you do have extensions and they do not connect to the terminal on the back of the faceplate then you have a wiring problem needing further investigation.

[Keith_Beddoe]

If the line comes straight into your master socket, and is not connected in any way with those extension sockets, then its most likely a problem on the outside network.

[imjolly]

is there anything connected to 2&5?

if you put master back together do your extensions work or still 'dead'