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Aspiring Contributor
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Message 1 of 11

Speed reduction and disconnecting problems

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First post, so hope someone can help me.

Re-joined BT 2 weeks ago with a Homehub 3. For the first 4-5 days everything seemed OK, the BB connection did intermittently drop out a few times but I was expecting this until the line settled. I was getting around 10-11 meg, which was way faster than my old dial up broadband. After the initial 4-5 days, speed reduced and for the last week has only been around 2.6 meg. I have checked this several times per day using several different speed-test websites and the results are very consistent.

Additionally, when I receive or make a phone call (sometimes when I start dialling, sometimes when I terminate the call), the broadband disconnects, though it re-connects within a minute or so. Very irritating.

Also, I have interference on the line when making a call, not constant, but sometimes the crackling is so bad I cannot hear the person at the other end.

I have tried all the usual fixes, changed filters several times, used both the main & test sockets with various permutations, used different telephone handsets, all to no avail. BT Helpline tell me there is no fault with the line, they sent me a new Homehub which has made no difference. The Quiet line test seems to indicate no interference.

I think the fault may be one of the following;

1. Fault in the main socket or somewhere on the BT exchange

2. Faulty wiring somewhere in my house

3. Interference from my telephone system (cordless).

I have ordered one of the BT Accelerators which claim to help block interference from wiring, has anyone had any experiences with these ?

The BT Helpline aren’t really much help, they claim the line is OK and have suggested I need an engineer to call. I would like to narrow down the fault if I can before calling out an engineer to avoid the cost.

Can anyone suggest what course of action I might take next ?

Thanks in advance.

Douglas

ADSL Line Status

Connection information

#

Line state:

Connected

Connection time:

0 day, 00:56:49

Downstream:

3,069 Kbps

Upstream:

1,188 Kbps

 

ADSL settings

VPI/VCI:

0/38

Type:

PPPoA

Modulation:

G.992.5 Annex A

Latency type:

Interleaved

Noise margin (Down/Up):

18.3 dB / 5.9 dB

Line attenuation (Down/Up):

25.0 dB / 14.7 dB

Output power (Down/Up):

0.0 dBm / 12.6 dBm

FEC Events (Down/Up):

1175 / 39

CRC Events (Down/Up):

0 / 6

 

 

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 / 5

Error Seconds (Local/Remote):

0 / 5

 

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: Speed reduction and disconnecting problems

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If there is crackling on the line, then that is probably the problem. If its there with just the phone plugged in, then you need to report it as a phone fault, not a broadband fault. Once you get the crackling on the line fixed, the broadband will get better.

 

Probably a bad connection on the line, but you need to run some basic check first, which are described here.

 

http://bt.custhelp.com/app/answers/detail/a_id/9818/c/345,353,374

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Distinguished Sage
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Message 3 of 11

Re: Speed reduction and disconnecting problems

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Hi slightly confused by your post you say quiet line test is ok but you have noise when using the phone if the faults on your internal wiring that is your responsibility no that of BT
as for the accelerator personally you would be better off removing the bell wire from terminal 3 of every socket more effective and free your speed has reduced due to your noise margin increase caused by hub disconnections
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Newbie
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Message 4 of 11

Re: Speed reduction and disconnecting problems

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omg see my other post its driving me mad 

what poor service bt provide these days ?

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Aspiring Contributor
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Message 5 of 11

Re: Speed reduction and disconnecting problems

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Thanks Keith & John for your quick responses.

I am carrying out some more tests with a corded phone to see what happens.

Accelerator arrived in post this afternoon, I'll give it a try to see if it makes any difference.

Incidentally the bell wire (orange ?) is not not connected to the rear of the faceplate.

I will post results in a day or so to see if I have resolved it.

 

Douglas

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Distinguished Sage
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Message 6 of 11

Re: Speed reduction and disconnecting problems

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Hi if you have no bell wire then the accelerator is of no help to you as it is designed to filter any interference from the bell wire instead of removing it however removing it normally is the best option in many cases the accelerator can make things worse
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Distinguished Sage
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Message 7 of 11

Re: Speed reduction and disconnecting problems

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you need as Keith has posted to get the line noise on the phone sorted first then once you can maintain 3 days stable connection we can get the mods involved to reset your noise margin which will improve your speed
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Aspiring Contributor
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Message 8 of 11

Re: Speed reduction and disconnecting problems

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OK - an update.

For the last 48 hous I have been using a corded phone which has got rid of the crackling on the line, though I am still getting a faint hiss. However, the broadband connection still severs as soon as the phone is used (incoming or outgoing), though it resets itself fairly quickly.

I have noticed that I can hear (through the handset earpiece) the router re-connecting to the network when using the handset, it's as if the phone & broadband are trying to use the same line. I was told the other day that all properties these days have two sets of wires to the house, one for the phone and one for the broadband. If this is true, I wonder if there is a wiring fault and both are trying to use the same set of lines?

I have tried both the normal socket and the test socket with no difference, also I have used 3 different filters with no difference.

 

Up to date ADSL settings are;

-------------------------------------------------

ADSL Line Status

Connection information

Top of Form 1

#

Line state:

Connected

Connection time:

0 day, 01:28:27

Downstream:

3,069 Kbps

Upstream:

1,180 Kbps

ADSL settings

VPI/VCI:

0/38

Type:

PPPoA

Modulation:

G.992.5 Annex A

Latency type:

Interleaved

Noise margin (Down/Up):

15.8 dB / 4.6 dB

Line attenuation (Down/Up):

25.0 dB / 14.7 dB

Output power (Down/Up):

0.0 dBm / 12.6 dBm

FEC Events (Down/Up):

3903 / 0

CRC Events (Down/Up):

0 / 18

 

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 / 7

Error Seconds (Local/Remote):

0 / 17

 

 
  
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Distinguished Sage
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Message 9 of 11

Re: Speed reduction and disconnecting problems

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Hi "I was told the other day that all properties these days have two sets of wires to the house, one for the phone and one for the broadband. If this is true, I wonder if there is a wiring fault and both are trying to use the same set of lines?" untrue whoever told you that was completely wrong

Your problem sounds like a high resistance joint between your home and the exchange and that needs resolving to stop your problem I suggest you contact the forum mods and get them involved this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours

They are a UK based BT specialist team who have a good record at getting problems solved
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Aspiring Contributor
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Message 10 of 11

Re: Speed reduction and disconnecting problems

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Well after several weeks off "back & forth" and 3 engineer visits, the problems have finally been resolved. The engineer who managed to resolve it wasn't sure exactly what the problem was, but I am now getting 15 mb speed and all phone interference has gone.

Fingers crossed it stays like that !

 

Douglas

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