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GwinNo1
Beginner
845 Views
Message 1 of 15

BT Broadband Infinity 2 connection keeps dropping and slow speed HH5 and Smart Hub HH6

Hi Community,

 

I really hope someone can help me I have been without stable fast broadband since Monday 15th Jan 2018.

I have been a BT infinity customer for years and never had issues like this before.

 

The story so far:

 

15th Jan 2018 PM I came home from work noticed i could not stream BBC ipayer and kept getting message connation not fast enough to stream. I ran speed tests via wholesale BT speed test and speedtest.net and indeed noticed my speed (wireless) was very slow 6.92 Down and 3.26 Up, My last tested speeds wireless was 30th Nov 17 - 41.6 Down and 18.2 Up so I rebooted the HH5 to see if this would resolve but no still same 10.2 Down and 1.89 Up.

 

I contacted BT online chat help they did some tests and concluded my HH5 (had for 2 years) was faulty and they would send me a new Smart Hub HH6. So i awaited the arrival of my new improved HH6! Took the day off work to wait for it.

 

Received HH6 Thursday 18th connected it up (this time I connected laptop via Ethernet cable direct to hub) and still same issues slow speed and constant disconnects ie hub light turns from blue to steady orange and then back to blue.

Back to BT online chat help, they did further tests and now see some problems with my line and would send an OpenReach FE.

 

OR FE arrives Friday 19th afternoon, he was very good and helpful checked the exchange said no issue there, found a fault in the cab and moved me to another cable in it, found a fault on the pole and changed a cable there, found a fault in the wire box that connects for master socket corrected that. He ran tests with his equipment all looking good and showed me sync speed of 80Meg Down and 20Meg UP reconnects HH6 and we run speed tests from my laptop(ethernet connected) and iphone result still same issue very slow speeds and disconnections.

He even connected his own laptop in (made sure his VPN was not active) ran speed tests same result slow speed.

He advised that due to my issues that BT may have reduced my throughput profile speed to give me a slow but stable connection and that i should ask for my profile to be reset so i got onto BT chat help again asked them to reset the throughput profile they advised it would take upto 3 hrs and that i should resent my router (hard power off and on) i leave it 6hrs still same issues slow speed and disconnections i reboot the router again and leave it over night.

 

Saturday 20th BT helpdesk contact me to confirm if i was happy and issue resolved, we I was not as im still facing slow speed and disconnections, they advise that they will conduct further checks and get back to me, 20mins later they call me back and advise that they still see line issue and need to send another OR FE.

 

OR FE is due Monday 22nd morning but I am not confident if anything they can do as the last guy was very good and said everything was ok and good so I am now reaching out on here for any help an expert here could please give.

 

I have ran line noise test by calling 17070 opt 2 and can hear nothing out of the ordanry a low hum which i think is normal

 

BT Wholesale BB Speed test results (using laptop ethernet connected to HH6):

Down 28.92

Up 0.54

Ping 31.63

 

Best Effort Test: -provides background information.

Download Speed
28.92 Mbps

0 Mbps 77.35 Mbps
Max Achievable Speed

Download speedachieved during the test was - 28.92 Mbps
For your connection, the acceptable range of speedsis 40 Mbps-77.35 Mbps .
Additional Information:
IP Profile for your line is - 77.35 Mbps

2. Upstream Test: -provides background information.
Upload Speed
0.54 Mbps
0 Mbps 20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 0.54Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

 

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14 REPLIES 14
GwinNo1
Beginner
841 Views
Message 2 of 15

Re: BT Broadband Infinity 2 connection keeps dropping and slow speed HH5 and Smart Hub HH6

Smart Hub Status:

 

This is a quick overview of your BT Smart Hub's status.

Connection status:
Connected
BT Broadband /
BT Infinity /
BT Infinity 3 and 4 :
BT Infinity
Firmware version:
SG4B1000B316

Firmware updated:
18-Jan-2018

Serial number:

Downstream sync speed:
80.00 Mbps

Upstream sync speed:
20.00 Mbps

Network uptime:
0 Days, 0 Hours 8 Minutes

System uptime:
1 Days, 13 Hours 4 Minutes

BT Wi-fi status:
Not active

 

Tech Log Info:

 

Product name:
BT Hub 6A

Serial number:
REMOVED

Firmware version:
SG4B1000B316

Firmware updated:
18-Jan-2018

Board version:
1.0

Gui version:
1.64.0

DSL uptime:
0 Days, 6 Hours 15 Minutes 27 Seconds

Data rate:
20.00 Mbps / 80.00 Mbps

Maximum data rate:
33813 / 97352

Noise margin:
15.2 dB / 9.8 dB

Line attenuation:
11.7 dB

Signal attenuation:
VPI / VCI:
0/38

Modulation:
G_993_2_ANNEX_B

Latency type:
Fast Path

 

Noticable WAN Tech log events:

07:12:14, 21 Jan.

:WAN: SENSING AUTO VDSL

07:11:45, 21 Jan.

ptm0.101:VLAN VLAN_DATA connected

07:11:45, 21 Jan.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

07:11:45, 21 Jan.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

07:11:45, 21 Jan.

dsl:VDSL link Up: Down Rate=93118Kbps, Up Rate=19999Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

07:11:30, 21 Jan.

:VLAN VLAN_DATA disconnected

07:11:22, 21 Jan.

dsl:VDSL Link Down: duration was 111035 seconds

05:53:07, 21 Jan.

:WAN: SENSING AUTO VDSL

 

AND

 

01:40:01, 20 Jan.

:WAN: SENSING AUTO VDSL

00:35:46, 20 Jan.

:WAN: SENSING AUTO VDSL

00:01:44, 01 Jan.

:WAN: SENSING AUTO VDSL

00:01:05, 01 Jan.

ptm0.101:VLAN VLAN_DATA connected

00:01:05, 01 Jan.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

00:01:05, 01 Jan.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

00:01:05, 01 Jan.

dsl:VDSL link Up: Down Rate=91987Kbps, Up Rate=19999Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

00:00:24, 01 Jan.

:WAN: ethernet as LAN

00:12:19, 20 Jan.

:WAN: SENSING AUTO VDSL

00:00:05, 20 Jan.

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GwinNo1
Beginner
835 Views
Message 3 of 15

Re: BT Broadband Infinity 2 connection keeps dropping and slow speed HH5 and Smart Hub HH6

Some PPP Event log showing the times the network uptime disconnects preventing any device having internet.

 

13:33:41, 21 Jan.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

13:33:39, 21 Jan.

ppp1:PPP: PPP INFO

13:33:38, 21 Jan.

ppp:PPP: IPCP_NAK

13:33:38, 21 Jan.

ppp:PPP: CHAP_SUCCESS

13:33:38, 21 Jan.

ppp:PPP: CHAP_RESPONSE

13:33:38, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

13:33:36, 21 Jan.

ppp:PPP: LCP_REQUEST

13:33:33, 21 Jan.

ppp:PPP: LCP_REQUEST

13:33:33, 21 Jan.

:Timeout during PPP initialization LCP/IPCP

13:33:10, 21 Jan.

ppp:PPP: LCP_REQUEST

13:33:07, 21 Jan.

ppp:PPP: LCP_REQUEST

13:33:07, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

13:33:04, 21 Jan.

ppp:PPP: LCP_REQUEST

13:33:01, 21 Jan.

ppp:PPP: LCP_REQUEST

13:33:01, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

13:32:54, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

13:32:50, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

13:32:23, 21 Jan.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

13:31:57, 21 Jan.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

13:31:52, 21 Jan.

ppp:PPP: IPCP_NAK

13:31:52, 21 Jan.

ppp:PPP: CHAP_SUCCESS

13:31:47, 21 Jan.

ppp:PPP: CHAP_RESPONSE

13:31:47, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

13:31:47, 21 Jan.

ppp:PPP: LCP_REQUEST

13:31:47, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

13:31:41, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

13:31:40, 21 Jan.

ppp1:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

13:24:01, 21 Jan.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

13:24:00, 21 Jan.

ppp1:PPP: PPP INFO

13:23:59, 21 Jan.

ppp:PPP: IPCP_NAK

13:23:59, 21 Jan.

ppp:PPP: CHAP_SUCCESS

13:23:58, 21 Jan.

ppp:PPP: CHAP_RESPONSE

13:23:58, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

13:23:58, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:58, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

13:23:56, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:53, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:53, 21 Jan.

:Timeout during PPP initialization LCP/IPCP

13:23:51, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:48, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:45, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:42, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:39, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:36, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:33, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:30, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:27, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:27, 21 Jan.

:Timeout during PPP initialization LCP/IPCP

13:23:24, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:21, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:19, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:16, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:14, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:11, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:09, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:09, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:03, 21 Jan.

ppp:PPP: LCP_REQUEST

13:23:01, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

13:22:56, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

13:22:55, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

13:15:22, 21 Jan.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

13:15:21, 21 Jan.

ppp1:PPP: PPP INFO

13:15:21, 21 Jan.

ppp:PPP: IPCP_NAK

13:15:21, 21 Jan.

ppp:PPP: CHAP_SUCCESS

13:15:21, 21 Jan.

ppp:PPP: CHAP_RESPONSE

13:15:21, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

13:15:21, 21 Jan.

ppp:PPP: LCP_REQUEST

13:15:18, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

13:15:14, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

13:15:11, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

13:11:11, 21 Jan.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

13:11:09, 21 Jan.

ppp1:PPP: PPP INFO

13:11:09, 21 Jan.

ppp:PPP: IPCP_NAK

13:11:09, 21 Jan.

ppp:PPP: CHAP_SUCCESS

13:11:09, 21 Jan.

ppp:PPP: CHAP_RESPONSE

13:11:09, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

13:11:09, 21 Jan.

ppp:PPP: LCP_REQUEST

13:11:06, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

13:11:00, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

13:10:59, 21 Jan.

ppp1:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

12:59:20, 21 Jan.

ppp1:PPP: PPP INFO 81.139.56.100,81.139.57.100

12:59:18, 21 Jan.

ppp1:PPP: PPP INFO

12:59:17, 21 Jan.

ppp:PPP: IPCP_NAK

12:59:17, 21 Jan.

ppp:PPP: CHAP_SUCCESS

12:59:17, 21 Jan.

ppp:PPP: CHAP_RESPONSE

12:59:17, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

12:59:17, 21 Jan.

ppp:PPP: LCP_REQUEST

12:59:17, 21 Jan.

:Timeout during PPP initialization LCP/IPCP

12:59:16, 21 Jan.

ppp:PPP: LCP_REQUEST

12:59:13, 21 Jan.

ppp:PPP: LCP_REQUEST

12:59:10, 21 Jan.

ppp:PPP: LCP_REQUEST

12:59:08, 21 Jan.

ppp:PPP: LCP_REQUEST

12:59:06, 21 Jan.

ppp:PPP: LCP_REQUEST

12:59:03, 21 Jan.

ppp:PPP: LCP_REQUEST

12:58:58, 21 Jan.

ppp:PPP: LCP_REQUEST

12:58:55, 21 Jan.

ppp:PPP: LCP_REQUEST

12:58:52, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

12:58:51, 21 Jan.

ppp:PPP: LCP_REQUEST

12:58:51, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

12:58:48, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

12:50:10, 21 Jan.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

12:50:08, 21 Jan.

ppp1:PPP: PPP INFO

12:50:04, 21 Jan.

ppp:PPP: IPCP_NAK

12:50:04, 21 Jan.

ppp:PPP: CHAP_SUCCESS

12:50:04, 21 Jan.

ppp:PPP: CHAP_RESPONSE

12:50:03, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

12:50:03, 21 Jan.

ppp:PPP: LCP_REQUEST

12:50:03, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

12:50:02, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

12:50:01, 21 Jan.

ppp1:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

12:43:06, 21 Jan.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

12:43:04, 21 Jan.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

12:43:00, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

12:43:00, 21 Jan.

ppp:PPP: IPCP_NAK

12:43:00, 21 Jan.

ppp:PPP: CHAP_SUCCESS

12:43:00, 21 Jan.

ppp:PPP: CHAP_RESPONSE

12:43:00, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

12:42:59, 21 Jan.

ppp:PPP: LCP_REQUEST

12:42:59, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

12:42:56, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

12:40:47, 21 Jan.

ppp1:PPP: PPP INFO 81.139.56.100,81.139.57.100

12:40:45, 21 Jan.

ppp1:PPP: PPP INFO

12:40:44, 21 Jan.

ppp:PPP: IPCP_NAK

12:40:44, 21 Jan.

ppp:PPP: CHAP_SUCCESS

12:40:44, 21 Jan.

ppp:PPP: CHAP_RESPONSE

12:40:41, 21 Jan.

ppp:PPP: CHAP_RESPONSE

12:40:38, 21 Jan.

ppp:PPP: CHAP_RESPONSE

12:40:35, 21 Jan.

ppp:PPP: CHAP_RESPONSE

12:40:32, 21 Jan.

ppp:PPP: CHAP_RESPONSE

12:40:32, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

12:40:31, 21 Jan.

ppp:PPP: LCP_REQUEST

12:40:30, 21 Jan.

ppp:PPP: LCP_REQUEST

12:40:30, 21 Jan.

ppp:PPP: LCP_REQUEST

12:40:24, 21 Jan.

ppp:PPP: LCP_REQUEST

12:40:22, 21 Jan.

ppp:PPP: LCP_REQUEST

12:40:22, 21 Jan.

ppp:PPP: LCP_REQUEST

12:40:17, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

12:40:12, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

12:40:11, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

12:37:57, 21 Jan.

ppp1:PPP: PPP INFO 81.139.56.100,81.139.57.100

12:37:55, 21 Jan.

ppp1:PPP: PPP INFO

12:37:53, 21 Jan.

ppp:PPP: IPCP_NAK

12:37:53, 21 Jan.

ppp:PPP: CHAP_SUCCESS

12:37:53, 21 Jan.

ppp:PPP: CHAP_RESPONSE

12:37:53, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

12:37:53, 21 Jan.

ppp:PPP: LCP_REQUEST

12:37:50, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

12:37:41, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

12:37:40, 21 Jan.

ppp1:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

12:28:43, 21 Jan.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

12:28:41, 21 Jan.

ppp1:PPP: PPP INFO

12:28:41, 21 Jan.

ppp:PPP: IPCP_NAK

12:28:41, 21 Jan.

ppp:PPP: CHAP_SUCCESS

12:28:41, 21 Jan.

ppp:PPP: CHAP_RESPONSE

12:28:41, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

12:28:41, 21 Jan.

ppp:PPP: LCP_REQUEST

12:28:38, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

12:28:33, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

12:28:32, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

12:00:42, 21 Jan.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

12:00:41, 21 Jan.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

12:00:40, 21 Jan.

ppp:PPP: IPCP_NAK

12:00:40, 21 Jan.

ppp:PPP: CHAP_SUCCESS

12:00:40, 21 Jan.

ppp:PPP: CHAP_RESPONSE

12:00:40, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

12:00:37, 21 Jan.

ppp:PPP: LCP_REQUEST

12:00:35, 21 Jan.

ppp:PPP: LCP_REQUEST

12:00:35, 21 Jan.

ppp:PPP: LCP_REQUEST

12:00:29, 21 Jan.

ppp:PPP: LCP_REQUEST

12:00:27, 21 Jan.

ppp:PPP: LCP_REQUEST

12:00:24, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

12:00:19, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

12:00:18, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

11:52:46, 21 Jan.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

11:52:44, 21 Jan.

ppp1:PPP: PPP INFO

11:52:39, 21 Jan.

ppp:PPP: IPCP_NAK

11:52:39, 21 Jan.

ppp:PPP: CHAP_SUCCESS

11:52:39, 21 Jan.

ppp:PPP: CHAP_RESPONSE

11:52:39, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

11:52:39, 21 Jan.

ppp:PPP: LCP_REQUEST

11:52:36, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

11:52:30, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

11:52:29, 21 Jan.

ppp1:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

11:39:52, 21 Jan.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

11:39:50, 21 Jan.

ppp1:PPP: PPP INFO

11:39:50, 21 Jan.

ppp:PPP: IPCP_NAK

11:39:50, 21 Jan.

ppp:PPP: CHAP_SUCCESS

11:39:50, 21 Jan.

ppp:PPP: CHAP_RESPONSE

11:39:50, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

11:39:50, 21 Jan.

ppp:PPP: LCP_REQUEST

11:39:47, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

11:39:42, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

11:39:40, 21 Jan.

ppp1:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

10:52:30, 21 Jan.

ppp1:PPP: PPP INFO 81.139.56.100,81.139.57.100

10:52:29, 21 Jan.

ppp1:PPP: PPP INFO

10:52:29, 21 Jan.

ppp:PPP: IPCP_NAK

10:52:29, 21 Jan.

ppp:PPP: CHAP_SUCCESS

10:52:29, 21 Jan.

ppp:PPP: CHAP_RESPONSE

10:52:29, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

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Distinguished Sage
Distinguished Sage
794 Views
Message 4 of 15

Re: BT Broadband Infinity 2 connection keeps dropping and slow speed HH5 and Smart Hub HH6

If you have another Openreach engineer coming out you should just wait until he/she has checked for any further faults. Once they have done that make sure that the engineer requests that DLM (Dynamic Line Management) it reset.

 

This can not be done by you contacting BT so you were given  a load of "flannel" when you were told by the Customer Service rep he had reset your line.

 

I would also put your Homehub 5 back on. If there was nothing wrong with it keep using it. The Smarthub can cause more problems than it solves.

 

If you still have problems after the engineer visit post back to see if there is any thing else that can be don.

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Moderator
Moderator
784 Views
Message 5 of 15

Re: BT Broadband Infinity 2 connection keeps dropping and slow speed HH5 and Smart Hub HH6

Hi @GwinNo1

 

Welcome to the forum and thanks for your posts!

 

Sorry for the problems you've had with your broadband recently.  I see from what you've posted that the network uptime is 8 minutes whereas the system uptime is over a day.  This does confirm that the connection seems to be dropping without any manual intervention.

 

It's a strange one as if it was a network fault you would find it would affect your overall connection speed and it turn your throughput from having a lower profile etc but you're max'ing out the connection speed on the Infinity 2 profile.  This also applies to banding where the connection speed would be banded not the throughput speed.

 

I know you have an engineer booked for tomorrow so let that go ahead and keep us posted on here?  In the meantime, what exchange are you connected to?  If you're not sure it will tell you what exchange when you >>enter your telephone number here<<

 

Post back confirming this and I will check for any known issues. 

 

(Remember not to post any personal details when posting back and remove your telephone number if posting the screenshot).

 

Cheers,

 

Robbie

Community ModeratorRobbieMac
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GwinNo1
Beginner
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Message 6 of 15

Re: BT Broadband Infinity 2 connection keeps dropping and slow speed HH5 and Smart Hub HH6

Many thanks for the fast response gg30340

 

 

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Distinguished Sage
Distinguished Sage
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Message 7 of 15

Re: BT Broadband Infinity 2 connection keeps dropping and slow speed HH5 and Smart Hub HH6

Noticed that your Smarthub did a firmware update on 18th Jan. Could you try ONE factory reset of the Smarthub by pressing a pin into the recess button on the rear for about 20 seconds to see if that helps or put the HH5 back on.

 

Only try one or the other not both.

 

 

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GwinNo1
Beginner
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Message 8 of 15

Re: BT Broadband Infinity 2 connection keeps dropping and slow speed HH5 and Smart Hub HH6

Hi Robbie,

 

Many thanks for the fast response, I am connected to Exchange SKYPORT is served by Cabinet 21

 

I am about 400meters from the cabinet and the exchange is less than 1 mile to my house.

 

I’ve not has these kind of issues since i got infinity when it first came out in the area.

 

Will keep the post updated following OR FE visit tomorrow, I really hope they can resolve the issues.

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Moderator
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Message 9 of 15

Re: BT Broadband Infinity 2 connection keeps dropping and slow speed HH5 and Smart Hub HH6

Hi @GwinNo1

 

Thanks for confirming that info.

 

I've checked the exchange and nothing obvious stands out.

 

Post back after the visit tomorrow to let us know how things went.  If you are still having problems after that we can step in if needs be.

 

Cheers,

 

Robbie

Community ModeratorRobbieMac
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GwinNo1
Beginner
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Message 10 of 15

Re: BT Broadband Infinity 2 connection keeps dropping and slow speed HH5 and Smart Hub HH6

Yes thats when i plugged the HH6 in for the first time guess it did firware update.

 

I have just tried the factory reset, but still broadband connection drops light went steady orange a few minitues after the reset.

 

See below WAN and PPP logs:

 

16:04:58, 21 Jan.

ppp1:PPP: PPP INFO 81.139.56.100,81.139.57.100

16:04:57, 21 Jan.

:WAN: SENSING AUTO VDSL

16:04:56, 21 Jan.

ppp1:PPP: PPP INFO 81.139.56.100,81.139.57.100

16:04:50, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

16:04:43, 21 Jan.

ppp:PPP: IPCP_NAK

16:04:43, 21 Jan.

ppp:PPP: CHAP_SUCCESS

16:04:43, 21 Jan.

ppp:PPP: CHAP_RESPONSE

16:04:43, 21 Jan.

ppp:PPP: LCP_GOOD_ACK

16:04:43, 21 Jan.

ppp:PPP: LCP_REQUEST

16:04:43, 21 Jan.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

16:04:42, 21 Jan.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

00:02:47, 01 Jan.

ppp1:PPP: PPP INFO 81.139.56.100,81.139.57.100

00:02:41, 01 Jan.

:WAN: SENSING AUTO VDSL

00:02:40, 01 Jan.

ppp1:PPP: PPP INFO

00:02:39, 01 Jan.

ppp:PPP: IPCP_NAK

00:02:39, 01 Jan.

ppp:PPP: CHAP_SUCCESS

00:02:39, 01 Jan.

ppp:PPP: CHAP_RESPONSE

00:02:39, 01 Jan.

ppp:PPP: LCP_GOOD_ACK

00:02:39, 01 Jan.

ppp:PPP: LCP_REQUEST

00:02:39, 01 Jan.

:Timeout during PPP initialization LCP/IPCP

00:02:37, 01 Jan.

ppp:PPP: LCP_REQUEST

00:02:34, 01 Jan.

ppp:PPP: LCP_REQUEST

00:02:31, 01 Jan.

ppp:PPP: LCP_REQUEST

00:02:28, 01 Jan.

ppp:PPP: LCP_REQUEST

00:02:25, 01 Jan.

ppp:PPP: LCP_REQUEST

00:02:22, 01 Jan.

ppp:PPP: LCP_REQUEST

00:02:19, 01 Jan.

ppp:PPP: LCP_REQUEST

00:02:16, 01 Jan.

ppp:PPP: LCP_REQUEST

00:02:13, 01 Jan.

ppp:PPP: LCP_REQUEST

00:02:13, 01 Jan.

:Timeout during PPP initialization LCP/IPCP

00:02:11, 01 Jan.

ppp:PPP: LCP_REQUEST

00:02:09, 01 Jan.

ppp:PPP: LCP_REQUEST

00:02:05, 01 Jan.

ppp:PPP: LCP_REQUEST

00:02:03, 01 Jan.

ppp:PPP: LCP_REQUEST

00:01:59, 01 Jan.

ppp:PPP: LCP_REQUEST

00:01:56, 01 Jan.

ppp:PPP: LCP_REQUEST

00:01:54, 01 Jan.

ppp:PPP: LCP_REQUEST

00:01:52, 01 Jan.

ppp:PPP: LCP_REQUEST

00:01:52, 01 Jan.

ppp:PPP: LCP_REQUEST

00:01:47, 01 Jan.

:PPPoE error: timeout

00:01:29, 01 Jan.

:PPPoE error: timeout

00:01:24, 01 Jan.

:PPPoE error: timeout

00:01:20, 01 Jan.

ptm0.101:VLAN VLAN_DATA connected

00:01:20, 01 Jan.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

00:01:20, 01 Jan.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

00:01:19, 01 Jan.

dsl:VDSL link Up: Down Rate=93336Kbps, Up Rate=19999Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

00:00:27, 01 Jan.

:WAN: ethernet as LAN

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