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shaggy_x
Aspiring Contributor
1,058 Views
Message 1 of 8

Router loses connection intermittently

I connected to BT Infinity 1 6 days ago. The first day the speeds were very fast - minimum 50Mb according to speed test app
However the past couple of days very often the router starts flashing orange meaning it's lost connection and usually within a couple of minutes it will reconnect.
Last night I reset the router and still the same hung. Sometimes it will not reconnect at all and I have to switch router on and off again at the mains.
I've been doing speed tests as well during the past couple of days and I haven't got more Than 40Mb .

This is worrying since I was promised min speeds of 60Mb when i bought Inifnity

How can I trouble shoot the speed issue and the fact that the router disconnect and flash orange at random intervals.
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7 REPLIES 7
imjolly
Distinguished Sage
Distinguished Sage
996 Views
Message 2 of 8

Re: Router loses connection intermittently

if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post 1-12

 

 

 

if you have new Hh6 smart hub then go to hub manager then advanced then technical log aand post results

 

 

I would stop switching router on/off as that will just end up reducing your speed and imcreasing your noise margin

 

 

can you run btspeedtester and when first test completes then run diagnostic test and post results  must be done with wired connection  btspeedtester

 

 

 

 

 

are you using the test socket with a new filter even if you have a SSFP

 

 

 

 

 

can you enter your phone number and post results  remember to delete number Wholesale FTTC

 

 

 

 

 

try quiet line test   dial 17070 option 2  should be quiet and best with corded phone



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shaggy_x
Aspiring Contributor
958 Views
Message 3 of 8

Re: Router loses connection intermittently

Hi.

Using HH6.

Technical Log: 

 

Product name:

BT Hub 6A

Serial number:

+084316+NQ62364274

Firmware version:

SG4B100021EC

Firmware updated:

12/05/16

Board version:

1.0

Gui version:

1.28.3

DSL uptime:

0 Days, 1 Hours 2 Minutes 27 Seconds

Data rate:

7.20 kbps / 35.00 kbps

Maximum data rate:

7200 / 73396

Noise margin:

17.3 / 14.6

Line attenuation:

14.9

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

28 MB Uploaded / 518 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Not active

2.4 GHz wireless network name:

BTHub6-PT56

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-PT56

5 GHz wireless channel:

Smart (Channel 40)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

90:4D:4A:26:41:20

Software variant:

-

Boot loader:

7.33.1

 

 

 

 

======================================================

 

 

 

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shaggy_x
Aspiring Contributor
956 Views
Message 4 of 8

Re: Router loses connection intermittently

BT Wholesale Broadband Performance Test

Broadband Speed Test Results
Download Speed (Mbps): 32.79
Upload Speed (Mbps): 6.50
Ping Latency (ms): 37.88
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shaggy_x
Aspiring Contributor
955 Views
Message 5 of 8

Re: Router loses connection intermittently

BT Speedtest Further Diagnostics:

 

FAQ

Results Image not loaded

 

 


1. Best Effort Test: -provides background information.

 Download Speed
 32.79 Mbps
  
0 Mbps33.88 Mbps
Max Achievable Speed

 Download speedachieved during the test was - 32.79 Mbps
 For your connection, the acceptable range of speedsis 27.5 Mbps-33.88 Mbps .
 Additional Information:
 IP Profile for your line is - 33.88 Mbps

2. Upstream Test: -provides background information.

 Upload Speed
 6.5 Mbps
  
0 Mbps10 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 6.5Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 10 Mbps



We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

 

 

 

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shaggy_x
Aspiring Contributor
954 Views
Message 6 of 8

Re: Router loses connection intermittently

ADSL CHECKER RESULTS

 

 
BT BROADBAND AVAILABILITY CHECKER
Telephone Number xxxxxxxxxxxxxxxx on Exchange SHEFFIELD is served by Cabinet 25

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

  HighLowHighLow        

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

 

Left in Jumper

Other Offerings

     

Availability Date

   
VDSL Range A (Clean)8065.52020--Available----
VDSL Range B (Impacted)72.641.32012.1--Available----
WBC ADSL 2+Up to 4.5--3.5 to 5.5Available----
ADSL MaxUp to 4.5--2.5 to 7.5Available----
WBC Fixed Rate2----Available----
Fixed Rate2----Available----
VDSL Multicast------Available----
ADSL Multicast------Available----

 

 

 

 

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

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shaggy_x
Aspiring Contributor
952 Views
Message 7 of 8

Re: Router loses connection intermittently

quiet line test was a really quiet phone line with no hiss

 

I've not connected the router to the test socket but another one upstairs. By test socket i assume you mean the 'master' socket which connects the line to street?

 

I'm getting a lower speed than yesterday now. As I said the first three days were great, 50Mbps speeds. !

 

So far today the router has not disconnected (i.e flashed orange).

 

 

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imjolly
Distinguished Sage
Distinguished Sage
886 Views
Message 8 of 8

Re: Router loses connection intermittently

I would try the test socket which is here  test socket.jpg

 

or if SSFP shown by black arrow

 

test-socket-thumb.jpg

 

you need to find and solve the drops in conenction which are causing higher noise margin and lower speeds  eliminating your internal wiring by using test socket helps narrow down problem



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