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Contributor
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Message 1 of 10

Should I book engineer?

Hi

 

I have been getting disconnections. At first it wasn't that bad as it used to drop once every few weeks but recently it been getting worse as it drops per few days. The error log shows ppp0 LCP down and ppp0 sent [LCP TermReq id=0x2 "User request"]

 

It seems to cut out randomly and it would drop back my speed.

 

My router is TP-LINK VDSL 2 however I have also tried homehub 5 and I get same problem so I know it not the router. Homehub 5 also shows similar error log.

 

Should I book an engineer?

 

Thanks.

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Moderator
Moderator
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Message 2 of 10

Re: Should I book engineer?

Hi jonty789,

 

Thanks for posting. Sorry you’re having problems. Can you try running the speed test, including the further diagnostics, and post the results. That will let us see how the connection is performing and if there are any problems we’ll be happy to help.

 

Cheers

 

David

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Contributor
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Message 3 of 10

Re: Should I book engineer?

I am sick of this rubbish. I phoned bt support 5 times and none of them help me. Every of them saying different things and I am now getting fed up. I am having connection drop problems. I have checked my equipments and even tried different router but still getting drops out. I can do speed test if you want but it won't show any connections drops in the results.

 

 

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Distinguished Guru
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Message 4 of 10

Re: Should I book engineer?

Can you post your line stats from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254

Lines 1-13 will be enough

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
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Message 5 of 10

Re: Should I book engineer?

Hi i just plug in home hub 5 to get stats. Thanks

 

1. Product name:BT Home Hub
2. Serial number: 
3. Firmware version:Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 09/05/14
4. Board version:BT Hub 5A
5. VDSL uptime:0 days, 00:00:41
6. Data rate:11795 / 48176
7. Maximum data rate:11799 / 55880
8. Noise margin:6.0 / 6.6
9. Line attenuation:0.0 / 20.1
10. Signal attenuation:0.0 / 19.7
11. Data sent/received:0.0 MB / 0.0 MB
12. Broadband username:bthomehub@btbroadband.com
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Distinguished Guru
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Message 6 of 10

Re: Should I book engineer?

What is the estimate for your line given by www.dslchecker.bt.com ?

please quote both the FTTC Range A and FTTC Range B speeds

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
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Distinguished Sage
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Message 7 of 10

Re: Should I book engineer?

have you taken up Davids offer of help
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Contributor
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Message 8 of 10

Re: Should I book engineer?

Yep sorry I have. I just waiting to hear back if he still want speedtest results cos I can't see anything in speedtest results which would shows connection drops. I will post both results now.

 

http://i.imgur.com/RD7RTbV.png

 

http://i.imgur.com/5iIwBjF.png

 

(uploaded to imgur for bigger size)


 

Thank you so much for having a look into this

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Distinguished Guru
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Message 9 of 10

Re: Should I book engineer?

Well, your speed is a little low for the attenuation, but the range of estimated speeds is so wide that it's impossible to draw any conclusion at all from your line stats.

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
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Contributor
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Message 10 of 10

Re: Should I book engineer?

Hm ok thanks. I think I will probably contact BT care twitter. Thanks

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