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Message 1 of 5

5 Openreach engineers, 1 new socket, 2 new faceplates and 1 replacement smart hub 2 later...

Hi 

Hoping someone here can help with the issue I've been having for the past 6 months, though I've seen a lot of posts on this subject.

Long story short:

Moved from Virgin to BT in February 2020, since then I've had nothing but problems maintaining a stable connection. Main problem is the speed of the line slowing down, I have a 50Mb contract, after two weeks I'm down to 25Mb or worse. Log call with BT, Openreach engineer arrives, checks line, all good, boosts speed back up, sure enough 2 weeks later its back down again, I am also suffering multiple disconnections, today I've had 10 in the last 4 hours, usual flashing lights then back to blue.

I'm now having to work from home due to a bereavement and a parent with the early stage of dementia so need my connection to work. Strangely enough I have the exact same package and smart hub in my own flat in London and do not have any of the problems I suffer here in the outskirts of a small city in the east of England. 

List of works so far:

1 new socket installed at time of move from VM to BT. Its the only working socket in the house.

2 new faceplates by OR engineers

After much arguing with BT a new Smart Hub 2 was sent and installed to rule out device issues.

Not much connected to the Wi-Fi, 2 laptops and nothing else as BT were accusing my devices of causing the problems.

Line test has come back clear (OR engineers check this first, I've also run my own tests which came back clear, no noise). I've wi-fi sniffed networks near me but there are very few and none using the channels I'm on so no clashes

I've disabled smart setup and enabled and disabled the smart scan function to no avail.

Details from the new hub (I've removed mac addy and wifi name from below) - its been 2 days now since they boosted the speed back up...and its dropped to below 40Mb already..

Product code:Smart Hub 2
 

Serial number:+091298+2030029387

Firmware version:v0.17.01.12312-BT

Firmware updated:Fri Sep 18 13:25:51 2020
 

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:0 days,00 Hours25 Mins52 Secs

Data rate:9.946 Mbps / 39.973 Mbps

Maximum data rate:10.079 Mbps / 48.104 Mbps

Noise margin:6.3 / 9.9

Line attenuation:6.5 / 20.7

Signal attenuation:6.6 / 19.6

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:3.1 MB Uploaded  / 11.2 MB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:

2.4 GHz wireless channel:Channel: 1

5 GHz wireless network name:

5 GHz wireless channel:Channel: 40

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

 

This is what the error log records when a disconnection happens:

11:49:24, 21 Sep.
SIP WAN UP

11:49:15, 21 Sep.

NTP synchronization success
11:49:15, 21 Sep.
NTP Server: ntp.homehub.btopenworld.com
 

11:49:03, 21 Sep.

WAN Sensing Auto sensing Complete, interface selected
 

11:49:03, 21 Sep.

WAN Sensing Auto sensing Running
 

11:49:02, 21 Sep.

DSL Link Up: Down Rate=39973kbps, Up Rate=9946kbps; SNR Margin Down=9.8dB, Up=6.0dB

11:49:02, 21 Sep.

NTP synchronization start
11:49:02, 21 Sep.
WAN Sensing Auto sensing Complete, interface selected
11:49:02, 21 Sep.
WAN IPv6 Global unicast prefix / length: 2a00:23c4:1599:1d00::/56
11:49:02, 21 Sep.
WAN IPv6 Global unicast address allocated: 2a00:23c4:1599:1d00::1/64
11:49:02, 21 Sep.
WAN DHCPv6 events: BOUND
11:49:01, 21 Sep.
WAN Sensing Auto sensing Running
11:49:01, 21 Sep.
Success - secondary DNS servers
11:49:01, 21 Sep.
Success - primary DNS servers
11:49:01, 21 Sep.
WAN connection WAN2_INTERNET_PTM connected
11:49:01, 21 Sep.
WAN DHCPv6 events: INIT
11:49:01, 21 Sep.
PPP: IPCP up
11:49:01, 21 Sep.
PPP IPCP Receive Configuration ACK
11:49:01, 21 Sep.
PPP IPV6CP Receive Configuration ACK
11:49:01, 21 Sep.
PPP IPCP Send Configuration Request
11:49:01, 21 Sep.
PPP IPCP Receive Configuration NAK
PPP IPCP Receive Configuration Request
11:49:01, 21 Sep.
PPP IPV6CP Send Configuration ACK
11:49:01, 21 Sep.
PPP IPV6CP Receive Configuration Request
11:49:01, 21 Sep.
PPP IPV6CP Send Configuration Request
11:49:00, 21 Sep.
PPP IPCP Send Configuration Request
11:49:00, 21 Sep.
PPP: CHAP authentication succeeded
11:49:00, 21 Sep.
PPP CHAP Receive success : authentication successful
11:49:00, 21 Sep.
PPP CHAP Receive Challenge
11:49:00, 21 Sep.
PPP: LCP up
11:49:00, 21 Sep.
PPP LCP Receive Configuration ACK
11:49:00, 21 Sep.
PPP LCP Send Configuration ACK
11:49:00, 21 Sep.
PPP LCP Receive Configuration Request
11:49:00, 21 Sep.
PPP LCP Send Configuration Request
11:49:00, 21 Sep.
PPP: Received PADS
11:49:00, 21 Sep.
PPP: Sending PADR
11:49:00, 21 Sep.
PPP: Received PADO
11:49:00, 21 Sep.
PPP: Sending PADI
11:48:55, 21 Sep.
PPP: Starting PPP daemon
11:48:54, 21 Sep.
WAN Auto-sensing detected port DSL WAN
11:48:31, 21 Sep.
SIP WAN DOWN

11:48:28, 21 Sep.

SIP WAN DOWN
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Message 2 of 5

Re: 5 Openreach engineers, 1 new socket, 2 new faceplates and 1 replacement smart hub 2 later...

@Realistic_pessimist 

1st question based on: "Not much connected to the Wi-Fi, 2 laptops and nothing else as BT were accusing my devices of causing the problems." 

How are you performing the speed tests?  Wireless or Wired?  If Wireless then you will be unlikely to get close to the top speed.  Wireless is renowned for having speed issues.  You could try changing WiFi channels and findint the one with the best speed.   Can you (if you haven't) perform a wired speed test?

Kind Regards
CJT80
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Message 3 of 5

Re: 5 Openreach engineers, 1 new socket, 2 new faceplates and 1 replacement smart hub 2 later...

Tried both, OR engineers have done the same.

The speed starts in the high 40's then over a period of 2 weeks drops to well below the stated line speed, regardless of the connection (and to be honest even if it was wireless I wouldn't expect the drop to be so dramatic though I take your point). I should add the speed doesn't increase until someone resets it. The last OR engineer showed me the graph over a period of time and you can see the gradual decrease. He said the system was designed to constantly drop the speed if it thinks there are problems on the line until it finds a speed its happy with. Thing is there are no problems on the line according to 5 OR engineers...

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Message 4 of 5

Re: 5 Openreach engineers, 1 new socket, 2 new faceplates and 1 replacement smart hub 2 later...

can you enter your phone number and post results  remember delete number  will show estimated connection speed range    https://www.broadbandchecker.btwholesale.com/#/ADSL

Have you tried the test socket with a filter to see if that helps stability?



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Message 5 of 5

Re: 5 Openreach engineers, 1 new socket, 2 new faceplates and 1 replacement smart hub 2 later...

Socket filter in socket filter out, two faceplates changed as well to no avail...
 
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