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fuzzyphones
Beginner

on ‎26-06-2020 13h02

1,683 Views
Message 1 of 7

broadband drops out continuously

switched from Sky on tuesday this week (Sky wasn't very fast - but it worked) - upon first connection, the BT service started dropping out and back on, probably every minute -- settled down to being random. now, 3 days later it is still cycling of / on pretty much continuously. 

i have tried two sockets - no difference.  reset router - no difference.

BT diagnostic tool fault tracker says the issue is outside my home - and will be resolved in a week. 

was on hold to help number for 1 hour 15 mins, then cut off 5 seconds after it was answered ! now been on hold for  a second time for around an hour and counting. 

absolutely terrible experience as a new customer. 

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6 REPLIES 6
imjolly
Distinguished Sage
Distinguished Sage

on ‎26-06-2020 13h08

1,679 Views
Message 2 of 7

Re: broadband drops out continuously

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

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

are you using the test socket with a filter to see if that stabilises your connection

make sure you turn off smart setup   https://www.bt.com/help/broadband/what-is-smart-setup-on-the-bt-hub--how-can-i-turn-it-on-and-off-

 

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem



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fuzzyphones
Beginner

on ‎26-06-2020 16h06

1,652 Views
Message 3 of 7

Re: broadband drops out continuously

any clues ? 

I have reported a fault. the system then said it was being worked on. then I got a text to say that I need to book an engineer --- but there is no way to book an engineer. this is some kind of technical hell. I will be swapping back to SKY in the next few days. 

BT Broadband.jpg

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imjolly
Distinguished Sage
Distinguished Sage

on ‎26-06-2020 16h12

1,649 Views
Message 4 of 7

Re: broadband drops out continuously

Need the other information I requested but as you are going back to SKY in next few days there is no point in making any changes



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fuzzyphones
Beginner

on ‎26-06-2020 16h24

1,640 Views
Message 5 of 7

Re: broadband drops out continuously

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . see below. 

6:21:54, 26 Jun.
Receive a DHCP request
 

 

16:21:19, 26 Jun.
Receive a DHCP request
 

 

16:20:14, 26 Jun.
Receive a DHCP request
 

 

16:20:12, 26 Jun.
Receive a DHCP request
 

 

16:19:46, 26 Jun.
Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
 

 

16:19:45, 26 Jun.
Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
 

 

16:19:43, 26 Jun.
DHCP device Connected: 192.168.1.235, 90:2e:1c:e4:1c:13, unknown
 

 

16:19:43, 26 Jun.
5G Client associate from 90:2e:1c:e4:1c:13 (IP=192.168.1.235) RSSI=-61, Rate=585Mbps, host
 

 

16:19:43, 26 Jun.
LAN [ADD] ARP 192.168.1.235 with 90:2e:1c:e4:1c:13 from br0(wl0)
 

 

16:19:43, 26 Jun.
ARP [add] br0(wl0) 192.168.1.235 90:2e:1c:e4:1c:13
 

 

16:19:43, 26 Jun.
Receive a DHCP request
 

 

16:19:42, 26 Jun.
Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
 

 

16:19:42, 26 Jun.
WHW INFO A station (SmartHub2)IF[5G](0C:8E:29:BB:56:97):STA(90:2E:1C:E4:1C:13)(Legacy Device) join WHW infrastructure
 

 

16:19:05, 26 Jun.
Receive a DHCP request
 

 

16:18:35, 26 Jun.
Receive a DHCP request
 

 

16:18:34, 26 Jun.
ARP [add] br0(wl1) 192.168.1.72 4c:57:ca:0d:2f:45
 

 

16:18:34, 26 Jun.
ARP [del] br0 192.168.1.72 4c:57:ca:0d:2f:45
 

 

16:18:02, 26 Jun.
CWMP: HDM socket closed successfully.
 

 

16:18:02, 26 Jun.
CWMP: HTTP authentication success from pbthdm.x.x.x
 

 

16:18:02, 26 Jun.
CWMP: HDM socket opened successfully.
 

 

16:18:02, 26 Jun.
CWMP: session completed successfully
 

 

16:18:02, 26 Jun.
CWMP: HDM socket closed successfully.
 

 

16:18:01, 26 Jun.
CWMP: HTTP authentication success from pbthdm.x.x.x
 

 

16:18:01, 26 Jun.
CWMP: HDM socket opened successfully.
 
16:18:00, 26 Jun.
CWMP: Server URL: https://pbthdm.x.x.x; Connecting as user: ACS username
 

 

16:18:00, 26 Jun.
CWMP: Session start now, server: https://pbthdm.x.x.x, Event code: 4 VALUE CHANGE
 

 

16:18:00, 26 Jun.
CWMP: Initializing transaction for event code 4 VALUE CHANGE
 

 

16:17:58, 26 Jun.
Receive a DHCP request
 

 

16:16:57, 26 Jun.
SIP WAN UP
 

 

16:16:56, 26 Jun.
Receive a DHCP request
 

 

16:16:51, 26 Jun.
NTP synchronization success
 

 

16:16:51, 26 Jun.
DHCP device Connected: 192.168.1.107, 44:e4:ee:9b:19:b9, unknown
 

 

16:16:51, 26 Jun.
Receive a DHCP request
 

 

16:16:50, 26 Jun.
LAN [ADD] ARP 192.168.1.107 with 44:e4:ee:9b:19:b9 from br0(wl1)
 

 

16:16:50, 26 Jun.
ARP [add] br0(wl1) 192.168.1.107 44:e4:ee:9b:19:b9
 

 

16:16:45, 26 Jun.
Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
 

 

16:16:45, 26 Jun.
Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
 

 

16:16:43, 26 Jun.
Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
 

 

16:16:43, 26 Jun.
DHCP device Connected: 192.168.1.169, c8:69:cd:d1:8f:f5, Apple-TV-2
 

 

16:16:43, 26 Jun.
LAN [ADD] ARP 192.168.1.169 with c8:69:cd:d1:8f:f5 from br0(eth0)
 

 

16:16:43, 26 Jun.
ARP [add] br0(eth0) 192.168.1.169 c8:69:cd:d1:8f:f5
 

 

16:16:43, 26 Jun.
Receive a DHCP request
 

 

16:16:40, 26 Jun.
WAN Sensing Auto sensing Complete, interface selected
 

 

16:16:40, 26 Jun.
WAN Sensing Auto sensing Running
 

 

16:16:39, 26 Jun.
WAN IPv6 Global unicast prefix / length: 2a00:23c2:ac80:2b00::/56
 

 

16:16:39, 26 Jun.
WAN IPv6 Global unicast address allocated: 2a00:23c2:ac80:2b00::1/64
 

 

16:16:39, 26 Jun.
WAN DHCPv6 events: BOUND
 

 

16:16:38, 26 Jun.
DSL Link Up: Down Rate=45393kbps, Up Rate=1451
 
16:16:38, 26 Jun.
WAN Sensing Auto sensing Complete, interface selected
 

 

16:16:38, 26 Jun.
Success - secondary DNS servers
 

 

16:16:38, 26 Jun.
WAN Sensing Auto sensing Running
 

 

16:16:38, 26 Jun.
Success - primary DNS servers
 

 

16:16:38, 26 Jun.
WAN connection WAN2_INTERNET_PTM connected
 

 

16:16:37, 26 Jun.
WAN DHCPv6 events: INIT
 

 

16:16:37, 26 Jun.
PPP: IPCP up
 

 

16:16:37, 26 Jun.
PPP IPCP Receive Configuration ACK
 

 

16:16:37, 26 Jun.
PPP IPV6CP Receive Configuration ACK
 

 

16:16:37, 26 Jun.
PPP IPCP Send Configuration Request
 

 

16:16:37, 26 Jun.
PPP IPCP Receive Configuration NAK
 

 

16:16:37, 26 Jun.
PPP IPCP Send Configuration ACK
 

 

16:16:37, 26 Jun.
PPP IPCP Receive Configuration Request
 

 

16:16:37, 26 Jun.
PPP IPV6CP Send Configuration ACK
 

 

16:16:37, 26 Jun.
PPP IPV6CP Receive Configuration Request
 

 

16:16:37, 26 Jun.
PPP IPV6CP Send Configuration Request
 

 

16:16:37, 26 Jun.
PPP IPCP Send Configuration Request
 

 

16:16:37, 26 Jun.
PPP: CHAP authentication succeeded
 

 

16:16:37, 26 Jun.
PPP CHAP Receive success : authentication successful
 

 

16:16:36, 26 Jun.
PPP CHAP Receive Challenge
 

 

16:16:36, 26 Jun.
PPP: LCP up
 

 

16:16:36, 26 Jun.
PPP LCP Receive Configuration ACK
 

 

16:16:36, 26 Jun.
PPP LCP Send Configuration ACK
 

 

16:16:36, 26 Jun.
PPP LCP Receive Configuration Request


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. Yes I have done this - it sounds a bit **bleep** but it always has. 

are you using the test socket with a filter to see if that stabilises your connection. Nope, it's still doesn't work - bear in mind I've had broadband for 8 years through the same socket, and this only went wrong wit the new BT account this week. 

make sure you turn off smart setup   https://www.bt.com/help/broadband/what-is-smart-setup-on-the-bt-hub--how-can-i-turn-it-on-and-off-

Yes done that.

 

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ScuffedClicks
Beginner

‎26-06-2020 19h26 - edited ‎26-06-2020 19h26

1,610 Views
Message 6 of 7

Re: broadband drops out continuously

I had to wait a long time to get through to BT today also for similar reasons, but once through to them the lady suggested to send out an engineer... That's pretty much your best bet if you did want to stay with BT. The line fault is likely not your responsibility if the test socket is also noisy. 

 

It'd be helpful to see the technical log (information tab not event log if possible) as that can help rule out other issues.

Without resolving the line fault/high noise you'll have the same story with every provider that falls under Openreach, at-least until your speeds drop to unreasonable levels whilst DLM stabilises your line.

But yeah, information tab under technical log will give people more information and hopefully help you!

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imjolly
Distinguished Sage
Distinguished Sage

on ‎26-06-2020 19h34

1,595 Views
Message 7 of 7

Re: broadband drops out continuously

As already posted it is the technical log information not the actual logs

have you tried connecting to test socket? Is the line noise you hear when connected to test socket otherwise it could be your own wiring causing the problem



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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
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