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DLM94
Aspiring Contributor
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Message 1 of 6

BT Internet Randomly Cutting Out Daily

Hi All,

We're having problems with out broadband cutting out on a daily basis. This can range from 1-2 disconnects per day  up to 10+ a day. This has been an ongoing problem since the end of February.

 

We had an engineer fix a fault on our line which was perceived to be the problem on roughly 11th May. The problems went away for just over a day before returning. I tried rebooting the router and allowed 3 days for everything to stabilise but that was unsuccessful.

 

Our plan is superfast fibre and we're using a Smarthub 2 if that is any help.

 

Any help/advice is appreciated.

 

Thanks,

Dom

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5 REPLIES 5
pippincp
Sage
1,026 Views
Message 2 of 6

Re: BT Internet Randomly Cutting Out Daily

Check for noise on your line. 17070 option 2, best with corded phone.

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DLM94
Aspiring Contributor
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Message 3 of 6

Re: BT Internet Randomly Cutting Out Daily

I've just tried the test, the line was quiet.
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DLM94
Aspiring Contributor
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Message 4 of 6

Re: BT Internet Randomly Cutting Out Daily

Our Internet has gone down 4 times in the last hour. Not sure if this of any use but this is the technical log:

16:22:05 22 May. SIP WAN DOWN
16:22:01 22 May. SIP WAN DOWN
16:22:01 22 May. WAN Sensing Auto sensing Complete interface selected
16:22:01 22 May. WAN Sensing Auto sensing Running
16:22:00 22 May. WAN Sensing Auto sensing Complete interface selected
16:21:59 22 May. WAN Sensing Auto sensing Running
16:21:59 22 May. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
16:21:58 22 May. PPP: Stopped PPP daemon(0 1 5)
16:21:58 22 May. PPP LCP Send Termination Request (User request)
16:21:58 22 May. PPP: IPCP down
16:21:58 22 May. PPP: LCP down
16:21:58 22 May. DSL Link Down: duration was 642 seconds
16:21:52 22 May. admin timeout from 192.168.1.217
16:12:42 22 May. CWMP: HDM socket closed successfully.
16:12:42 22 May. CWMP: HTTP authentication success from pbthdm.x.x.x
16:12:42 22 May. CWMP: HDM socket opened successfully.
16:12:42 22 May. CWMP: session completed successfully
16:12:42 22 May. CWMP: HDM socket closed successfully.
16:12:42 22 May. CWMP: HTTP authentication success from pbthdm.x.x.x
16:12:41 22 May. CWMP: HDM socket opened successfully.
16:12:41 22 May. CWMP: HDM socket opened successfully.
16:12:40 22 May. CWMP: Server URL: https://pbthdm.x.x.x; Connecting as user: ACS username
16:12:40 22 May. CWMP: Session start now server: https://pbthdm.x.x.x Event code: 4 VALUE CHANGE
16:12:40 22 May. CWMP: Initializing transaction for event code 4 VALUE CHANGE
16:11:58 22 May. SIP WAN UP
16:11:55 22 May. NTP synchronization success
16:11:55 22 May. NTP Server: ntp.homehub.btopenworld.com
16:11:41 22 May. WAN Sensing Auto sensing Complete interface selected
16:11:41 22 May. WAN Sensing Auto sensing Running
16:11:40 22 May. WAN IPv6 Global unicast prefix / length: 2a00:23c4:19bb:3f00::/56
16:11:40 22 May. WAN IPv6 Global unicast address allocated: 2a00:23c4:19bb:3f00::1/64
16:11:40 22 May. WAN DHCPv6 events: BOUND
16:11:40 22 May. NTP synchronization start
16:11:39 22 May. WAN Sensing Auto sensing Complete interface selected
16:11:39 22 May. WAN DHCPv6 events: INIT
16:11:39 22 May. WAN Sensing Auto sensing Running
16:11:39 22 May. Success - secondary DNS servers
16:11:39 22 May. Success - primary DNS servers
16:11:39 22 May. WAN connection WAN2_INTERNET_PTM connected
16:11:38 22 May. PPP: IPCP up
16:11:38 22 May. PPP IPCP Receive Configuration ACK
16:11:38 22 May. PPP IPV6CP Receive Configuration ACK
16:11:38 22 May. PPP IPCP Send Configuration Request
16:11:38 22 May. PPP IPCP Receive Configuration NAK
16:11:38 22 May. PPP IPCP Send Configuration ACK
16:11:38 22 May. PPP IPCP Receive Configuration Request
16:11:38 22 May. PPP IPV6CP Send Configuration ACK
16:11:38 22 May. PPP IPV6CP Receive Configuration Request
16:11:38 22 May. PPP IPV6CP Send Configuration Request
16:11:38 22 May. PPP IPCP Send Configuration Request
16:11:38 22 May. PPP: CHAP authentication succeeded
16:11:38 22 May. PPP CHAP Receive success : authentication successful
16:11:38 22 May. PPP CHAP Receive Challenge
16:11:37 22 May. PPP: LCP up
16:11:37 22 May. PPP LCP Receive Configuration ACK
16:11:37 22 May. PPP LCP Send Configuration ACK
16:11:37 22 May. PPP LCP Receive Configuration Request
16:11:37 22 May. PPP LCP Send Configuration Request
16:11:37 22 May. PPP: Received PADS
16:11:37 22 May. PPP: Sending PADR
16:11:37 22 May. PPP: Received PADO
16:11:37 22 May. PPP: Sending PADI
16:11:32 22 May. PPP: Sending PADI
16:11:27 22 May. PPP: Sending PADI
16:11:24 22 May. DSL Link Up: Down Rate=159145kbps Up Rate=29236kbps; SNR Margin Down=13.4dB Up=11.3dB
16:11:22 22 May. PPP: Sending PADI
16:11:17 22 May. PPP: Starting PPP daemon
16:11:16 22 May. WAN Auto-sensing detected port DSL WAN
16:09:52 22 May. SIP WAN DOWN
16:09:47 22 May. SIP WAN DOWN
16:09:47 22 May. WAN Sensing Auto sensing Complete interface selected
16:09:47 22 May. WAN Sensing Auto sensing Running
16:09:46 22 May. WAN Sensing Auto sensing Complete interface selected
16:09:45 22 May. WAN Sensing Auto sensing Running
16:09:45 22 May. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
16:09:44 22 May. PPP: Stopped PPP daemon(0 1 5)
16:09:44 22 May. PPP LCP Send Termination Request (User request)
16:09:44 22 May. PPP: IPCP down
16:09:44 22 May. PPP: LCP down
16:09:44 22 May. DSL Link Down: duration was 2141 seconds
15:57:47 22 May. 5G Client associate from 38:8b:59:60:c1:3f (IP=192.168.1.124) RSSI=-39 Rate=433Mbps host
15:57:47 22 May. Receive a DHCP request
15:40:04 22 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
15:40:04 22 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
15:35:41 22 May. CWMP: HDM socket closed successfully.
15:35:41 22 May. CWMP: HTTP authentication success from pbthdm.x.x.x
15:35:41 22 May. CWMP: HDM socket opened successfully.
15:35:40 22 May. CWMP: session completed successfully
15:35:40 22 May. CWMP: HDM socket closed successfully.
15:35:40 22 May. CWMP: HTTP authentication success from pbthdm.x.x.x
15:35:40 22 May. CWMP: HDM socket opened successfully.
15:35:40 22 May. CWMP: HDM socket opened successfully.
15:35:39 22 May. CWMP: Server URL: https://pbthdm.x.x.x; Connecting as user: ACS username
15:35:39 22 May. CWMP: Session start now server: https://pbthdm.x.x.x Event code: 4 VALUE CHANGE
15:35:39 22 May. CWMP: Initializing transaction for event code 4 VALUE CHANGE
15:35:19 22 May. Port forwarding rule added via UPnP/TR064. Protocol: UDP external ports: any->50501 internal ports: 50501 internal client: 192.168.1.111
15:34:44 22 May. SIP WAN UP
15:34:41 22 May. NTP synchronization success
15:34:41 22 May. NTP Server: ntp.homehub.btopenworld.com
15:34:28 22 May. WAN Sensing Auto sensing Complete interface selected
15:34:28 22 May. WAN Sensing Auto sensing Running
15:34:26 22 May. NTP synchronization start
15:34:26 22 May. WAN Sensing Auto sensing Complete interface selected
15:34:26 22 May. WAN IPv6 Global unicast prefix / length: 2a00:23c4:19bb:3f00::/56
15:34:26 22 May. WAN IPv6 Global unicast address allocated: 2a00:23c4:19bb:3f00::1/64
15:34:26 22 May. WAN DHCPv6 events: BOUND
15:34:26 22 May. WAN Sensing Auto sensing Running
15:34:26 22 May. Success - secondary DNS servers
15:34:26 22 May. Success - primary DNS servers
15:34:26 22 May. WAN connection WAN2_INTERNET_PTM connected
15:34:25 22 May. WAN DHCPv6 events: INIT
15:34:25 22 May. PPP: IPCP up
15:34:25 22 May. PPP IPCP Receive Configuration ACK
15:34:25 22 May. PPP IPV6CP Receive Configuration ACK
15:34:25 22 May. PPP IPCP Send Configuration Request
15:34:25 22 May. PPP IPCP Receive Configuration NAK
15:34:25 22 May. PPP IPCP Send Configuration ACK
15:34:25 22 May. PPP IPCP Receive Configuration Request
15:34:25 22 May. PPP IPV6CP Send Configuration ACK
15:34:25 22 May. PPP IPV6CP Receive Configuration Request
15:34:25 22 May. PPP IPV6CP Send Configuration Request
15:34:25 22 May. PPP IPCP Send Configuration Request
15:34:25 22 May. PPP: CHAP authentication succeeded
15:34:25 22 May. PPP CHAP Receive success : authentication successful
15:34:24 22 May. PPP CHAP Receive Challenge
15:34:24 22 May. PPP: LCP up
15:34:24 22 May. PPP LCP Receive Configuration ACK
15:34:24 22 May. PPP LCP Send Configuration ACK
15:34:24 22 May. PPP LCP Receive Configuration Request
15:34:24 22 May. PPP LCP Send Configuration Request
15:34:24 22 May. PPP: Received PADS
15:34:24 22 May. PPP: Sending PADR
15:34:24 22 May. PPP: Received PADO
15:34:24 22 May. PPP: Sending PADI
15:34:19 22 May. PPP: Sending PADI
15:34:14 22 May. PPP: Sending PADI
15:34:11 22 May. DSL Link Up: Down Rate=159111kbps Up Rate=29227kbps; SNR Margin Down=14.2dB Up=10.6dB
15:34:09 22 May. PPP: Sending PADI
15:34:04 22 May. PPP: Starting PPP daemon
15:34:03 22 May. WAN Auto-sensing detected port DSL WAN
15:32:49 22 May. SIP WAN DOWN
15:32:44 22 May. SIP WAN DOWN
15:32:44 22 May. WAN Sensing Auto sensing Complete interface selected
15:32:44 22 May. WAN Sensing Auto sensing Running
15:32:43 22 May. WAN Sensing Auto sensing Complete interface selected
15:32:42 22 May. WAN Sensing Auto sensing Running
15:32:42 22 May. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
15:32:41 22 May. PPP: Stopped PPP daemon(0 1 5)
15:32:41 22 May. PPP LCP Send Termination Request (User request)
15:32:41 22 May. PPP: IPCP down
15:32:41 22 May. PPP: LCP down
15:32:41 22 May. DSL Link Down: duration was 238 seconds
15:29:41 22 May. CWMP: HDM socket closed successfully.
15:29:41 22 May. CWMP: HTTP authentication success from pbthdm.x.x.x
15:29:41 22 May. CWMP: HDM socket opened successfully.
15:29:41 22 May. CWMP: session completed successfully
15:29:41 22 May. CWMP: HDM socket closed successfully.
15:29:40 22 May. CWMP: HTTP authentication success from pbthdm.x.x.x
15:29:40 22 May. CWMP: HDM socket opened successfully.
15:29:40 22 May. CWMP: HDM socket opened successfully.
15:29:39 22 May. CWMP: Server URL: https://pbthdm.x.x.x; Connecting as user: ACS username
15:29:39 22 May. CWMP: Session start now server: https://pbthdm.x.x.x Event code: 4 VALUE CHANGE
15:29:39 22 May. CWMP: Initializing transaction for event code 4 VALUE CHANGE
15:29:24 22 May. SIP WAN UP
15:29:21 22 May. NTP synchronization success
15:29:21 22 May. NTP Server: ntp.homehub.btopenworld.com
15:29:08 22 May. WAN Sensing Auto sensing Complete interface selected
15:29:08 22 May. WAN Sensing Auto sensing Running
15:29:06 22 May. NTP synchronization start
15:29:06 22 May. WAN Sensing Auto sensing Complete interface selected
15:29:06 22 May. WAN IPv6 Global unicast prefix / length: 2a00:23c4:19bb:3f00::/56
15:29:06 22 May. WAN IPv6 Global unicast address allocated: 2a00:23c4:19bb:3f00::1/64
15:29:06 22 May. WAN DHCPv6 events: BOUND
15:29:06 22 May. WAN Sensing Auto sensing Running
15:29:06 22 May. Success - secondary DNS servers
15:29:06 22 May. Success - primary DNS servers
15:29:06 22 May. WAN connection WAN2_INTERNET_PTM connected
15:29:05 22 May. WAN DHCPv6 events: INIT
15:29:05 22 May. PPP: IPCP up
15:29:05 22 May. PPP IPCP Receive Configuration ACK
15:29:05 22 May. PPP IPV6CP Receive Configuration ACK
15:29:05 22 May. PPP IPCP Send Configuration Request
15:29:05 22 May. PPP IPCP Receive Configuration NAK
15:29:05 22 May. PPP IPCP Send Configuration ACK
15:29:05 22 May. PPP IPCP Receive Configuration Request
15:29:05 22 May. PPP IPV6CP Send Configuration ACK
15:29:05 22 May. PPP IPV6CP Receive Configuration Request
15:29:05 22 May. PPP IPV6CP Send Configuration Request
15:29:05 22 May. PPP IPCP Send Configuration Request
15:29:05 22 May. PPP: CHAP authentication succeeded
15:29:05 22 May. PPP CHAP Receive success : authentication successful
15:29:04 22 May. PPP CHAP Receive Challenge
15:29:04 22 May. PPP: LCP up
15:29:04 22 May. PPP LCP Receive Configuration ACK
15:29:04 22 May. PPP LCP Send Configuration ACK
15:29:04 22 May. PPP LCP Receive Configuration Request
15:29:04 22 May. PPP LCP Send Configuration Request
15:29:04 22 May. PPP: Received PADS
15:29:04 22 May. PPP: Sending PADR
15:29:04 22 May. PPP: Received PADO
15:29:04 22 May. PPP: Sending PADI
15:28:59 22 May. PPP: Sending PADI
15:28:54 22 May. PPP: Sending PADI
15:28:51 22 May. DSL Link Up: Down Rate=159145kbps Up Rate=29227kbps; SNR Margin Down=13.4dB Up=10.7dB
15:28:49 22 May. PPP: Sending PADI
15:28:44 22 May. PPP: Starting PPP daemon
15:28:43 22 May. WAN Auto-sensing detected port DSL WAN
15:27:18 22 May. SIP WAN DOWN
15:27:15 22 May. WAN Sensing Auto sensing Complete interface selected
15:27:15 22 May. SIP WAN DOWN
15:27:14 22 May. WAN Sensing Auto sensing Running
15:27:13 22 May. WAN Sensing Auto sensing Complete interface selected
15:27:13 22 May. WAN Sensing Auto sensing Running
15:27:13 22 May. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
15:27:11 22 May. PPP: Stopped PPP daemon(0 1 5)
15:27:11 22 May. PPP LCP Send Termination Request (User request)
15:27:11 22 May. PPP: IPCP down
15:27:11 22 May. PPP: LCP down
15:27:11 22 May. DSL Link Down: duration was 1528 seconds
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antiquatedanne
Aspiring Contributor
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Message 5 of 6

Re: BT Internet Randomly Cutting Out Daily

Hi, I've been having exactly the same problem since September.  Initially it was a noisy line as well, but 10 OpenReach Engineers later, the line is fine the broadband problem is still ongoing exactly as you describe.

Have you managed to solve your problem and if so, what did you do.

I am truly desperate with frustration.

Many thanks

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DLM94
Aspiring Contributor
629 Views
Message 6 of 6

Re: BT Internet Randomly Cutting Out Daily

Hi,

We had another engineer come out and in the end they could find no fault with our line. They suspected we were to far away from our box and than was causing the disconnections, despite it being fine for half a year prior. All they could do was suggest we downgrade to our previous package (charged at a higher price for half the speed!).

We have since downgraded and it has been stable since then.

Sorry I can't be of more help.

 

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