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morrita
Contributor
1,237 Views
Message 1 of 24

Noisy line causing broadband problems

It has been around six weeks since my last extended broadband outage was 'fixed' and the same symptoms have risen again. Logged fault on 25/5, Engineer came on  30/5 and again today 2/6. Still not fixed. Problem symptoms are:

Extremely noisy line suddenly appeared on 25/6. After 2 days of this my broadband sync speed had reduced to 280 kbps as it has not been able to hold a connection. Noise margin has been cranked up and seems to fluctuate erratically between extremes - sometime 1 dB and some times over 20 dB. Basically my phone is now unusable unless the hub is switched off and the broadband resets very frequently.

 

Most of the time this seems related to the broadband hub being switched on i.e. when the hub is disconnected the noise on the line goes away. Sometime the noise sound like high speed data or modem synching. Sometime it sounds like loud crackling. The following common faults have been eliminated - the fault is NOT:

 

- with the hub itself

- with the ADSL filter

- with my phone

- with any bell wires or extensions

- with my faceplate

- with the AC line balance

- with any wireless devices within proximity

 

BT have tried swapping pairs back to the junction box. This doesn't seem to help. I'm now waiting on BT to look into it further. There seems to be confusion as to whether this is a broadband fault or a telephone fault and BT don’t seem to be sending anyone who can address both types of issue. No-one seems to be taking any notes of the changes they make or things they try to fix the problem, or even descriptions of the problem itself. Hence when the next engineer calls to the house I’m having to repeat telling this story – this risks engineers obtaining an inconsistent understanding of the situation here (so I’m now using this forum as a means to record).

I’ve attached the stats from my home hub 3 incase anyone spots any obvious root causes.  Keen to receive any advice on how to get this fixed?

Other forum posts indicate this could be a fault at the exchange or a High Resistance issue (poor electrical connections in the network). I don’t believe there’s anything I can do about these types of issue personally.

 

ADSL Line Status

Connection information

Top of Form

Line state:

Connected

Connection time:

0 day, 00:00:23

Downstream:

283 Kbps

Upstream:

948 Kbps

 

  ADSL settings

 

VPI/VCI:

0/38

Type:

PPPoA

Modulation:

G.992.5 Annex A

Latency type:

Interleaved

Noise margin (Down/Up):

7.6 dB / 5.7 dB

Line attenuation (Down/Up):

40.5 dB / 23.6 dB

Output power (Down/Up):

0.0 dBm / 12.6 dBm

FEC Events (Down/Up):

33 / 0

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

Bottom of Form

 

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23 REPLIES 23
imjolly
Distinguished Sage
Distinguished Sage
1,236 Views
Message 2 of 24

Re: Noisy line causing broadband problems

the initial from your stats is the low connection speed but your noise margin is about normal and not 15/16db like you would expect with a low speed.  how long did the 8mb speed last after the noise margin reset at end of april?

 

the last ime on the forum you tried almost eveything and were referred to the mods for help.  I would say the same and go back to the mods

contact mods



can take up to 3 working days for mods to contact you




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morrita
Contributor
1,233 Views
Message 3 of 24

Re: Noisy line causing broadband problems

Thanks for the reply. Noise margin now (10 mins later) is 3 dB and earlier today it was 20 dB. Very eratic and probably a facet of the root-cause I think.

 

Pls can you confirm who the mods actually are ?

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imjolly
Distinguished Sage
Distinguished Sage
1,231 Views
Message 4 of 24

Re: Noisy line causing broadband problems

the mods are the only BT employees on the forum



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john46
Distinguished Sage
1,228 Views
Message 5 of 24

Re: Noisy line causing broadband problems

agreed back to the mods it really needs there help
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morrita
Contributor
1,227 Views
Message 6 of 24

Re: Noisy line causing broadband problems

I've an outstanding fault logged with BT and I'm hoping that someone can confirm the root-cause of this problem. If they do I'll post it on the forum. So-far after 2 home visits it is still ongoing.

 

Evidence of eratic noise margin below: dropped from 8 dB to 2 dB in about 15 minutes.

 

ADSL Line Status

Connection information
Line state:Connected
Connection time:0 day, 00:27:45
Downstream:283 Kbps
Upstream:913 Kbps

  ADSL settings
VPI/VCI:0/38
Type:PPPoA
Modulation:G.992.5 Annex A
Latency type:Interleaved
Noise margin (Down/Up):2.1 dB / 1.8 dB
Line attenuation (Down/Up):41.0 dB / 23.7 dB
Output power (Down/Up):0.0 dBm / 12.6 dBm
FEC Events (Down/Up):5433156 / 13099
CRC Events (Down/Up):552 / 489
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):775 / 2019
Error Seconds (Local/Remote):0 / 172
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john46
Distinguished Sage
1,223 Views
Message 7 of 24

Re: Noisy line causing broadband problems

the mods are UK based BT Specialists with a very high reputation in getting problems resolved they will take personal ownership of your problem until it is resolved and will keep you updated with progress either by email or phone
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astar27
Expert
1,215 Views
Message 8 of 24

Re: Noisy line causing broadband problems

my bets on it being corrosion from water ingress somewhere on the line, but there having trouble tracking it down.
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john46
Distinguished Sage
1,209 Views
Message 9 of 24

Re: Noisy line causing broadband problems

certainly could be but with the mods help it it should get resolved easily
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astar27
Expert
1,208 Views
Message 10 of 24

Re: Noisy line causing broadband problems

at the end of the day, the mods are only as good as the engineer that gets allocated the job. if you think about it, its the people on the ground that get it fixed, not the people who sit in their offices.
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