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PhilG1300
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Message 1 of 5

BT Infinity Disconnecting Every Working Day During Working Hours!

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Hi,
For the last week my BT Infinity has been permanently disconnected during working hours! (Weekends operating normally) Roughly 9am to 5pm. Router doesn’t connect at all through roughly these hours and then reconnects at 5pm as if nothing has happened. During the day the orange light is permanently flashing. When connected outside these hours the light is blue. I have had a home visit, unfortunately it was past 5pm by an engineer (BT subcontractor) to check, everything was fine. I have raised another fault report today and asked for an earlier appointment.
I have tried a third party router and also the Homehub 5 which was supplied with the service and both behave the same!
Any ideas?
The Timings are roughly +/- 30mins.
Regards
Phil.
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Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: BT Infinity Disconnecting Every Working Day During Working Hours!

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Have tried using the test socket with a filter to see if that helps stability?  Have you checked that you have a dial tone and if so try quiet line test. Dial 17070 option 2 should be silent and best with corded phone 

is there some in your home that switches on during the day but not at weekends



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PhilG1300
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Message 3 of 5

Re: BT Infinity Disconnecting Every Working Day During Working Hours!

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HI,

Yes have connected to the test socket and tried new filters. Performed a Quiet Line test with a wired handswt and no crackles etc There is nothing in the house which changes at the particular hours. I suspect it is something external! As I said, I have tried a different router, filters etc, and the line does not connect. Here is an extract of the WAN log out of the modem:-

This is when it disconnects at the beginning of the day:-

 

08:53:54, 22 Feb.

(51758.280000) PTM over DSL is down after 0 minutes uptime

08:53:40, 22 Feb.

(51744.230000) PTM over DSL is up

08:53:09, 22 Feb.

(51712.840000) PTM over DSL is down after 0 minutes uptime

08:52:56, 22 Feb.

(51699.720000) PTM over DSL is up

08:52:24, 22 Feb.

(51667.660000) PTM over DSL is down after 491 minutes uptime

08:52:24, 22 Feb.

(51667.660000) PPPoE is down after 490 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]

08:52:20, 22 Feb.

(51663.680000) PPP LCP Send Termination Request [User request]

 

This is when it connects at the end of the day:-

16:43:49, 21 Feb.

( 4448.130000) WAN operating mode is VDSL

16:43:49, 21 Feb.

( 4448.130000) Last WAN operating mode was VDSL

16:43:47, 21 Feb.

( 4446.930000) PPP IPCP Receive Configuration ACK

16:43:47, 21 Feb.

( 4446.920000) PPP IPCP Send Configuration Request

16:43:47, 21 Feb.

( 4446.910000) PPP IPCP Receive Configuration NAK

16:43:47, 21 Feb.

( 4446.910000) PPP IPCP Send Configuration ACK

16:43:47, 21 Feb.

( 4446.900000) PPP IPCP Receive Configuration Request

16:43:47, 21 Feb.

( 4446.890000) PPP IPCP Send Configuration Request

16:43:46, 21 Feb.

( 4445.990000) PPPoE is up - Down Rate=30552Kbps, Up Rate=6546Kbps; SNR Margin Down=6.1dB, Up=6.0dB

16:43:46, 21 Feb.

( 4445.980000) CHAP authentication successful

16:43:46, 21 Feb.

( 4445.790000) CHAP Receive Challenge

16:43:46, 21 Feb.

( 4445.790000) Starting CHAP authentication with peer

16:43:46, 21 Feb.

( 4445.780000) PPP LCP Receive Configuration ACK

16:43:46, 21 Feb.

( 4445.770000) PPP LCP Send Configuration Request

16:43:46, 21 Feb.

( 4445.770000) PPP LCP Receive Configuration Reject

16:43:46, 21 Feb.

( 4445.760000) PPP LCP Send Configuration ACK

16:43:46, 21 Feb.

( 4445.760000) PPP LCP Receive Configuration Request

16:43:46, 21 Feb.

( 4445.760000) PPP LCP Send Configuration Request

16:42:57, 21 Feb.

( 4396.440000) PTM over DSL is up

16:42:24, 21 Feb.

( 4363.400000) PTM over DSL is down after 0 minutes uptime

16:42:11, 21 Feb.

( 4350.500000) PTM over DSL is up

16:41:38, 21 Feb.

( 4317.450000) PTM over DSL is down after 0 minutes uptime

16:41:25, 21 Feb.

( 4304.310000) PTM over DSL is up

16:40:52, 21 Feb.

( 4271.570000) PTM over DSL is down after 0 minutes uptime

16:40:39, 21 Feb.

( 4258.480000) PTM over DSL is up

 

Period in between the connection is perfect!

It happens every working day for just over a week now. Perfect at weekends!

 

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PhilG1300
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Message 4 of 5

Re: BT Infinity Disconnecting Every Working Day During Working Hours!

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Looks like problem has been resolved. Been informed that work has been carried out at my local exchange. Line being remotely monitored for 48hrs before fix being signed off. Broadband has held up all day with any drops. First time in 9 days.
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Distinguished Sage
Distinguished Sage
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Message 5 of 5

Re: BT Infinity Disconnecting Every Working Day During Working Hours!

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I guess the day time Exchange workers have stopped unplugging your line in order to plug in their heater.Smiley Very Happy

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