cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
nicka99
Aspiring Contributor
1,632 Views
Message 1 of 10

Re: BT Infinity HH5 Loosing Connection and Reducing Speed

hi All,

Im also experiencing regular dropouts on my Infinity connection for the last 2-3 weeks.  I have an HH5 and the connection drops with the router flashing yellow, solid yellow and the yellow 'b' light light up.  This can happen 1-5 times per day at random times.  After a couple of minutes it will reconnect by itself.

When connected, the speed is very fast 40-50mps.  However, thats no use to me when its not connected and trying to work from home.

Ive had 2 engineer visits when, of course, everything was working fine.  The first could find nothing wrong and all tests were clear.  The 2nd (yesterday) said my line was very noisy and said our home wiring looked old so he thought that could be the problem and disconncted it so only the master socket works.  He then left obviously satisifed all was solved.  It isnt - it has disconnected 3-4 times since then and we only have 1 phone - thanks BT!

 

When the line disconnected again last night (after the last engineer visit), my wife was on the phone at the time and it went very noisy.  When the infinity is back up, the phone is clear.

 

Obviously the problem resides outside the property but is intermittent.  How do I get this solved ?

 

here is my helpdesk info:

 hh5.png

 

 

Im now awaiting a call-back.

 

any suggestions ?  Can they put monitoring equipment on the line somehow/somewhere ?

 

thanks,

Nick

0 Ratings
9 REPLIES 9
nicka99
Aspiring Contributor
1,603 Views
Message 2 of 10

Re: BT Infinity HH5 Loosing Connection and Reducing Speed

I am not in the New Southgate exchange as live nowhere near it.

 

I just had a call from BT call centre with comments that ranged from:

- there was a problem this morning with the exchange - it is fixed now (which it isnt)

- the engineer that visited yesterday fixed the problem (which he didnt)

- there is a line fault on your line

- there is no fault on your line

- due to the fault, which is now fixed, you will get intermittent dropping for the next 1-2 weeks whilst the system settles down (really?!)

- we will monitor your line for drops and call you back on sunday

 

this was all within the same conversation.  Needless to say I asked to speak to someone else but he said that wasnt possible and would monitor my connection for the next 2 days.

 

I saw an earlier poster refer to entries in the log under TR069 with 'no response' message.  I have just scanned my HH5 log and there are 34 entries (read dropouts!) between 19:31:48, 21 Apr (when the log goes back to) and now, with the latest being at 11:02 today - the last time it dropped out.

 

This is deeply troubling.  Im paying for a terrible service that no one seems the least bit interested in or capable of solving.  3 weeks ago it was fine.

0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
1,578 Views
Message 3 of 10

Re: BT Infinity HH5 Loosing Connection and Reducing Speed

the router stats are showing 16hrs internet connection time so it did not drop connection this morning

 

did engineer replace socket with a SSFP?



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
nicka99
Aspiring Contributor
1,482 Views
Message 4 of 10

Re: BT Infinity HH5 Loosing Connection and Reducing Speed

hi imjolly,

seems I forgot to subscribe to this thread so only just seen this !

 

I face continuing problems. We only have the master socket connected. Here is an extract of the log for each time it has gone down:

17:52:09, 29 Apr. ( 1613.570000) PTM over DSL is down after 14 minutes uptime
17:36:46, 29 Apr. ( 690.250000) PTM over DSL is down after 0 minutes uptime
17:36:01, 29 Apr. ( 644.870000) PTM over DSL is down after 0 minutes uptime
17:35:15, 29 Apr. ( 598.870000) PTM over DSL is down after 4 minutes uptime
17:30:35, 29 Apr. ( 319.060000) PTM over DSL is down after 0 minutes uptime
17:29:43, 29 Apr. ( 267.220000) PTM over DSL is down after 2 minutes uptime
17:22:35, 29 Apr. (545062.790000) PTM over DSL is down after 0 minutes uptime
17:21:41, 29 Apr. (545008.760000) PTM over DSL is down after 2 minutes uptime
17:18:40, 29 Apr. (544827.650000) PTM over DSL is down after 0 minutes uptime
17:17:25, 29 Apr. (544752.450000) PTM over DSL is down after 60 minutes uptime
16:16:43, 29 Apr. (541110.250000) PTM over DSL is down after 709 minutes uptime
04:27:00, 29 Apr. (498528.360000) PTM over DSL is down after 631 minutes uptime
17:54:07, 28 Apr. (460555.670000) PTM over DSL is down after 9 minutes uptime
17:44:20, 28 Apr. (459969.070000) PTM over DSL is down after 1806 minutes uptime
11:37:25, 27 Apr. (351554.890000) PTM over DSL is down after 40 minutes uptime

 

not looking too rosy this evening !

 

BT are now sending a new Home Hub 5 as they now think that is the issue. I have checked with my neighbour who is also on Infinity and he has no issues.

 

What is an SSFP ?

 

Here is the latest stats:

 

hh52904.png

 

I now need to await the new HH5 despite the line going up and down like a yo-yo.  Ive tried turning it off and back on but it hasnt helped.  What can I do whilst I wait ?  What if its still the same after the new hub ?

 

Am I entitled to compensation after weeks of terrible service ?

 

thanks,

Nick

0 Ratings
DeltaOskarMike
Aspiring Contributor
1,465 Views
Message 5 of 10

Re: BT Infinity HH5 Loosing Connection and Reducing Speed

I'm having the same issues... but posted on another thread...

 

https://community.bt.com/t5/BT-Infinity-Speed-Connection/2nd-home-hub-5-Infinity-still-keeps-disconn...

 

08:24:10, 29 Apr. (60063.610000) PPPoE is up -? Down Rate=38274000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.3dB, Up=14.1dB
08:22:41, 29 Apr. (59973.960000) PPPoE is down after 963 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -? Down)]

16:19:35, 28 Apr. ( 2187.920000) PPPoE is up -? Down Rate=39952000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.6dB, Up=14.2dB
16:11:06, 28 Apr. ( 1679.160000) PPPoE is down after 12 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -? Down)]

15:58:10, 28 Apr. ( 902.870000) PPPoE is up -? Down Rate=39952000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.5dB, Up=14.1dB
15:56:41, 28 Apr. ( 814.340000) PPPoE is down after 5 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -? Down)]
15:51:19, 28 Apr. ( 492.570000) PPPoE is up -? Down Rate=39952000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.3dB, Up=14.1dB
15:48:35, 28 Apr. ( 328.260000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -? Down)]
15:46:58, 28 Apr. ( 245.670000) PPPoE is up -? Down Rate=22400000Kbps, Up Rate=4789000Kbps; SNR Margin Down=6.4dB, Up=5.6dB
15:37:15, 28 Apr. (336098.760000) PPPoE is down after 18 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -? Down)]
15:18:33, 28 Apr. (334977.050000) PPPoE is up -? Down Rate=39952000Kbps, Up Rate=9999000Kbps; SNR Margin Down=15.9dB, Up=13.9dB
15:15:37, 28 Apr. (334801.350000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -? Down)]
15:13:50, 28 Apr. (334694.550000) PPPoE is up -? Down Rate=39952000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.0dB, Up=14.0dB
15:11:05, 28 Apr. (334529.120000) PPPoE is down after 3 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -? Down)]
15:07:28, 28 Apr. (334312.200000) PPPoE is up -? Down Rate=39952000Kbps, Up Rate=9999000Kbps; SNR Margin Down=14.4dB, Up=8.6dB
15:06:03, 28 Apr. (334227.250000) PPPoE is down after 0 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -? Down)]
15:05:31, 28 Apr. (334195.400000) PPPoE is up -? Down Rate=20068000Kbps, Up Rate=9999000Kbps; SNR Margin Down=6.5dB, Up=11.3dB
15:00:28, 28 Apr. (333892.490000) PPPoE is down after 1008 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -? Down)]

22:11:58, 27 Apr. (273382.340000) PPPoE is up -? Down Rate=39952000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.2dB, Up=13.9dB
22:11:26, 27 Apr. (273349.970000) PPPoE is down after 327 minutes uptime [Disconnected]

16:43:49, 27 Apr. (253695.180000) PPPoE is up -? Down Rate=39952000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.2dB, Up=14.0dB
16:42:19, 27 Apr. (253605.340000) PPPoE is down after 77 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -? Down)]

15:24:45, 27 Apr. (248951.200000) PPPoE is up -? Down Rate=21422000Kbps, Up Rate=4559000Kbps; SNR Margin Down=6.3dB, Up=5.6dB

 

On the whole apart from the yo-yo connections - I'm not doing too bad on the infinity 2 connection speeds but it was a lot worse before BT came in re-wired everything, but I agree should get some decent compensation for such a crappy uptime/service.

 

Regards

DeltaOskarMike

 

 

0 Ratings
DeltaOskarMike
Aspiring Contributor
1,458 Views
Message 6 of 10

Re: BT Infinity HH5 Loosing Connection and Reducing Speed

In the middle of this post on the BT forum the HUB5 decided to reboot itsef..

 

20:23:08, 29 Apr. ( 38.220000) System up, firmware version: 4.7.5.1.83.8.204 (Type A)
20:22:48, 29 Apr. ( 17.940000) System start
20:22:15, 29 Apr. (103146.920000) PPP LCP Send Termination Request [User request]
20:22:13, 29 Apr. (103144.920000) The system is going DOWN for reboot.

 

Man Frustrated

 

Regards

DeltaOskarMike

0 Ratings
nicka99
Aspiring Contributor
1,418 Views
Message 7 of 10

Re: BT Infinity HH5 Loosing Connection and Reducing Speed

so in the continuing saga, Friday I received a replacement HH5 (type A) and guess what - its just as bad !

 

Here are my disconnects back to the start of the Event log - each represents a disconnect.  Thats 38 in 48 hours !!!

hh5.png

 

here is my 'Helpdesk' page:

hh5_help.png

 

Im going crazy here.  The call centre is totally useless and keep telling me I should expect some disconnects because it is settling in - I might tolerate 1 or 2 but this is a joke.

 

Please mods - what can I do ?

 

thanks,

nick

 

0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
1,409 Views
Message 8 of 10

Re: BT Infinity HH5 Loosing Connection and Reducing Speed

a SSFP looks like this  fibre SSFP.jpg

 

if you don't have one then are you using the test socket with a new filter?



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
nicka99
Aspiring Contributor
1,405 Views
Message 9 of 10

Re: BT Infinity HH5 Loosing Connection and Reducing Speed

hi imjolly,

here it is:

wallplate.png

0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
1,400 Views
Message 10 of 10

Re: BT Infinity HH5 Loosing Connection and Reducing Speed

if connection still dropping, quiet line test ok and replaced HH then looks like you need to phone CS and get engineer visit



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings