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stewartv
Contributor
495 Views
Message 1 of 9

Speed & router resets/errors

Hi,

 

I have had BT Broadband since they first started and the new Hub2 with BT IP Phone and no issues for years. Good speed (>5000Kb downloads)

 

Over the last 8 days, many issues. The router would reset every 2-3 minutes and the landline phone would have a static crackle increasing in volume until the line dropped and the dial tone was lost. Time periods changed during the day randomly.

 

Call centre tested the line and said no issues despite their call being disconnected every few minutes. BT engineer came 48 hours later and tested the line - no fault found. During his visit the line behaved. Just before he left same issue and was told it was probably an exchange fault.

 

Called support again. New visit arranged (48 hour wait).

Very good engineer (Line and Broadband) arrived. Line only dropped a couple of times with statis type noise and then checked out OK. Wires on a junction box in the road were re-crimped. All line tests were fine. Cables tapped with pole and no faults induced. Engineer left with no real answers.

 

Seems that the problem is that the Broadband team in the exchange are a separate entity and will not look at anything unless it is proven to be their issue.....

 

Today, router has reset several times and my line is restricted to an IP Profile of 150Kb even though the router shows 6144Kb downstream. This is probably due to the number of resets on the line.

 

The Broadband line comes directly to a socket with a single phone and the router. ADSL filter has been changed as well.

 

I have noticed in the log a huge number of entries; (xxxx is my hub phone number)

VOIP: [2.0A] [xxxx] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent

VOIP: [2.0A] [xxxx] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message received

 

Also in a block;

18:32:41  13 Aug xDSL linestate up (ITU-T G.992.1; downstream: 512 kbit/s, upstream: 448 kbit/s; output Power Down: 15.9 dBm, Up: 11.8 dBm; line Attenuation Down: 19.0 dB, Up: 13.0 dB; snr Margin Down: 23.0 dB, Up: 14.8 dB)

18:32:29  13 Aug xDSL linestate down

18:31:58  13 Aug VOIP: [2.0A] [xxxx] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 400 Too many contacts - SIP message received

18:31:58  13 Aug VOIP: [2.0A] [xxxx] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent

18:31:57  13 Aug FIREWALL event (1 of 2): modified rules

18:31:57  13 Aug xDSL linestate up (ITU-T G.992.1; downstream: 6272 kbit/s, upstream: 448 kbit/s; output Power Down: 19.7 dBm, Up: 11.9 dBm; line Attenuation Down: 19.0 dB, Up: 13.0 dB; snr Margin Down: 22.0 dB, Up: 15.1 dB)

18:31:37  13 Aug FIREWALL event (1 of 3): created rules

18:31:37  13 Aug FIREWALL event (1 of 3): deleted rules

18:31:37  13 Aug xDSL linestate down

18:31:37  13 Aug VOIP: [2.0A] [xxxx] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent

18:30:16  13 Aug VOIP: [2.0A] [xxxx] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 200 OK - SIP message received

18:30:16  13 Aug VOIP: [2.0A] [xxxx] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent

 

Any ideas what might be going on and how to really try and get this progressed? I have a call into the India support team and am waiting for a response that does not make me go through all the standard questions yet again.....

 

Thanks.

 

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8 REPLIES 8
gouledw
Recognised Expert
490 Views
Message 2 of 9

Re: Speed & router resets/errors

What you're saying is you've 

1. Changed the microfilters

2. Connected at the master socket like this? NTE5 Type Master Socket .png

because if so you need to be connected at the test socket, just to make sure its not your internal wiring.  What you could try is taking out the bell wire which is always connected in terminal 3 of any extension socket and your master socket's faceplate, this weblink explains more http://bit.ly/4LEKJg .  Noticed any noise on the line while the broadband's connected?

 

Can you please post your ADSL stats by following this direct link; http://192.168.1.254/index.cgi?active_page=9116 << it only works if you have a Home Hub 2.0+ and remember to type your password in!

Also we need a speedtest just to have a look and make sure everything's okay? Use this link http://bit.ly/o8qqQ9 as it will also help you diagnose and give you a list of solutions afterwards to help you diagnose your problems if it thinks there is a problem. Could you please also copy and paste the results from the White/Black/Green pop out page including your IP profile, DSL Connection Rate and speed achieved during test.

 

Also please try a hard reset of your home hub, but you'll loose your phone settings and will have to reconfigure! http://bt.custhelp.com/app/answers/detail/a_id/11386/kw/Reset%20home%20hub/c/346,1887,4020

 

There may also be some other stuff you wanna check out like what affects your broadband inside your home: http://bit.ly/mSK163 - it has a house diagram with things that can cause interference.

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stewartv
Contributor
474 Views
Message 3 of 9

Re: Speed & router resets/errors

Thanks - spoken again to call centre who now say that there is a sync problem and serious noise on the line and they have agreed to get a BT Wholesale engineer to look at the exchange tomorrow. The noise (static which can drop a phone connection) is present when a corded handset is connected to the only socket with several filters used and nothing else.

 

Tags (1)
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gouledw
Recognised Expert
468 Views
Message 4 of 9

Re: Speed & router resets/errors

If you're going to test using the phone you should have the corded one plugged directly into the test socket with no filters.
raymie67
Expert
454 Views
Message 5 of 9

Re: Speed & router resets/errors

RE:

Seems that the problem is that the Broadband team in the exchange are a separate entity and will not look at anything unless it is proven to be their issue.....

 

 

 

In that you seem to have proven it is a line issue this in itself does not seem to be an issue, yes your broadband is affected by the line issue but until the line issue is dealt with this will not stop happening and so there is nothing a broadband only tea could do (albeit that they are openreach which is basically wholesale and are really the same as the line egineers in that respect).

 

When you get the line issue sorted you may then have up to 2 broadband issues, firstly your IP profile will be too low but at worst that should reset within 3 days unless it is stuck, certainly when you connect your target margin may have rised as a result of the fault and need to be reset (in theory it should reset after at least 10 days but this has to be fairly flawless connection in that period and that may be rare for you), the mods here can get the margin reset however once the line has been sorted.

 

 

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gouledw
Recognised Expert
449 Views
Message 6 of 9

Re: Speed & router resets/errors

Raymie,

Please could you correct your post to standard english please, I can't make sense of it Smiley Very Happy Smiley Tongue

 

Firstly, I dont think they're are a special broadband team in the exchange, there all engineers and deal with faults in the exchange, along the line or in the premises.  It just so happens whichever engineer gets allocated the job will check the exchange first.

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stewartv
Contributor
436 Views
Message 7 of 9

Re: Speed & router resets/errors

Hi,

 

2 engineers have tested the line OK - the last engineer was here for several hours. During his visit the noise issue was not present, and in that state everything was OK. Big question is where the crackling noise is coming from......

 

Serious noise at intervals persist - the assumption is that 'maybe' the issue now lies in equipment at the xchange. There were storms here a few days prior to this (10 days ago)

 

This morning the noise (static type) would increase until the line dropped then go away and return anything from a few minutes to a few hours apart. This noise is heard on a fixed landline connected to the only socket without anything else. With the Silent test it was clearly present and when a dial tone was listened to the line would actually disconnect itself.

 

The BB has been flawless for years at >5000Kb downstream prior to thios issue.

 

I will wait and see what occurs tomorrow (Monday) afternoon.

 

Thanks for suggestions.

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stewartv
Contributor
426 Views
Message 8 of 9

Re: Speed & router resets/errors

Update - line up for 2 hours with no linestate down messages.

 

Interesting that in the space of a few hours the IP Profile has leapt from 130Kbs to 2500Kbs with a speedtest at 2254Kbs.

 

However, for the first time in days the Sn Margin for downstream has dropped from >20db to 6db and the max achievable line speed is reported as 7150Kbs.

 

On the downside, the upstream speed is reported as 160Kbs.

 

More tomorrow.....

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Distinguished Sage
423 Views
Message 9 of 9

Re: Speed & router resets/errors

Hi Welcome to the forums

If you post the full stats from your router

For homehub – type 192.168.1.254 into your browser

Navigate to ADSL Settings or use the A-Z at the top right of the home page and scroll down to ADSL Settings and click on it

Click on More Details and then post the full results.

also post the full results from http://speedtester.bt.com/

or http://bt.custhelp.com/app/answers/detail/a_id/9354/c/346,4740,5520 and post the results .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

Then someone here may be able to help and offer more advice.