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mileyd
Beginner
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Message 1 of 17

BT engineers visit cancelled by BT

Hello

On Friday evening (18/05) my BT infinity became unstable, failing to sync, then syncing intermittently until the early hours of Saturday, when things stabilised and I got a stable connection again. This, pattern reemerged throughout Saturday daytime, Sunday daytime. On Monday the connection was stable during the day, only to become unstable again in the evening. This fault was reported to BT on Saturday morning, and  an engineers visit was booked for this afternoon (Tuesday 22/05). I received no confirmation, as promised by their representative, so I chased this morning to ensure the visit was still booked, and it turns out someone from BT has cancelled the appointment.

What can I do to get them  to send an engineer out immediately. I work from home and am having to fit in work whilst the broadband is available.

This service level is entirely unacceptable, would anyone know what the best way of complaining is?

BT line speeds have been deteriorating for a while at my property, I feel this sync issue is just the culmination of issues at the cabinet, or in the BT infrastructure.  Too many properties on the same kit. 

 

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16 REPLIES 16
Sage
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Message 2 of 17

Re: BT engineers visit cancelled by BT

Try a quiet line test on 17070 option 2. The line should be silent and best with corded phone.
Post your connection stats from the hub.
Hh6 advanced settings/technical log.
Hh5 troubleshooting /help desk.
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mileyd
Beginner
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Message 3 of 17

Re: BT engineers visit cancelled by BT

Quiet line test seemed ok to me, no noise. 

I have a home hub 5,

Here's what I see in the Help Desk page.

 

1.	Product Name:	HomeHub5
2.	Serial number:	+076284+1452002616
3.	Firmware version:	v0.07.07.03230-BT (Type B) Last updated 11/5/2018
4.	Board version:	01
5.	VDSL uptime:	0 days, 00:23:11
6.	Data Rate:	7200 / 29999
7.	Maximum Data Rate:	9434 / 49017
8.	Noise Margin:	9.8 / 15.2
9.	Line Attenuation:	39.1 / 24.4
10.	Signal Attenuation:	0.0 / 0.0
11.	Data sent/received:	2.3 MB / 9.9 MB
12.	Broadband username:	bthomehub@btbroadband.com
13.	BT Wi-fi:	Yes
14.	2.4GHz wireless network/SSID:	BTHub5-R3H5
15.	2.4GHz wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
16.	2.4GHz wireless security:	WPA2 Only (Recommended)
17.	2.4GHz wireless channel:	Automatic (Smart Wireless)
18.	5GHz wireless network/SSID:	BTHub5-R3H5
19.	5GHz wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20.	5GHz wireless security:	WPA2 Only (Recommended)
21.	5GHz wireless channel:	36
22.	Firewall:	Default
23.	MAC Address:	4c:09:d4:73:f6:2e
24.	Software variant:	-
25.	Boot loader:	0.5.0-BT (Tue Jun 17 18:52:56 2014)

 

 

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mileyd
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Message 4 of 17

Re: BT engineers visit cancelled by BT

Here's the WAN events from this morning. 

 

14:54:57, 22 May.	WAN connection PTM connected
14:54:56, 22 May.	PPP IPCP Receive Configuration ACK
14:54:56, 22 May.	PPP IPCP Send Configuration Request
14:54:56, 22 May.	PPP IPCP Receive Configuration NAK
14:54:56, 22 May.	PPP IPCP Send Configuration ACK
14:54:56, 22 May.	PPP IPCP Receive Configuration Request
14:54:55, 22 May.	PPP IPCP Send Configuration Request
14:54:55, 22 May.	PPP CHAP Receive success : authentication successful
14:54:55, 22 May.	PPP CHAP Receive Challenge
14:54:55, 22 May.	PPP LCP Receive Configuration ACK
14:54:55, 22 May.	PPP LCP Send Configuration ACK
14:54:55, 22 May.	PPP LCP Receive Configuration Request
14:54:55, 22 May.	PPP LCP Send Configuration Request
14:54:24, 22 May.	DSL Link Up: Down Rate=29999Kbps, Up Rate=7200Kbps; SNR Margin Down=14.6dB, Up=9.5dB
14:52:46, 22 May.	WAN connection PTM disconnected
14:52:36, 22 May.	PPP LCP Send Termination Request (User request)
14:52:33, 22 May.	PPP LCP Send Termination Request (User request)
14:52:33, 22 May.	DSL Link Down: duration was 20416 seconds
09:12:52, 22 May.	WAN connection PTM connected
09:12:51, 22 May.	PPP IPCP Receive Configuration ACK
09:12:51, 22 May.	PPP IPCP Send Configuration Request
09:12:51, 22 May.	PPP IPCP Receive Configuration NAK
09:12:51, 22 May.	PPP IPCP Send Configuration ACK
09:12:51, 22 May.	PPP IPCP Receive Configuration Request
09:12:51, 22 May.	PPP IPCP Send Configuration Request
09:12:51, 22 May.	PPP CHAP Receive success : authentication successful
09:12:50, 22 May.	PPP CHAP Receive Challenge
09:12:50, 22 May.	PPP LCP Receive Configuration ACK
09:12:50, 22 May.	PPP LCP Send Configuration ACK
09:12:50, 22 May.	PPP LCP Receive Configuration Request
09:12:50, 22 May.	PPP LCP Send Configuration Request
09:12:19, 22 May.	DSL Link Up: Down Rate=29999Kbps, Up Rate=7200Kbps; SNR Margin Down=14.4dB, Up=9.3dB
09:09:23, 22 May.	WAN connection PTM disconnected
09:09:14, 22 May.	PPP LCP Send Termination Request (User request)
09:09:10, 22 May.	PPP LCP Send Termination Request (User request)
09:09:09, 22 May.	DSL Link Down: duration was 54 seconds
09:08:45, 22 May.	WAN connection PTM connected
09:08:45, 22 May.	PPP IPCP Receive Configuration ACK
09:08:45, 22 May.	PPP IPCP Send Configuration Request
09:08:44, 22 May.	PPP IPCP Receive Configuration NAK
09:08:44, 22 May.	PPP IPCP Send Configuration ACK
09:08:44, 22 May.	PPP IPCP Receive Configuration Request
09:08:44, 22 May.	PPP IPCP Send Configuration Request
09:08:44, 22 May.	PPP CHAP Receive success : authentication successful
09:08:44, 22 May.	PPP CHAP Receive Challenge
09:08:43, 22 May.	PPP LCP Receive Configuration ACK
09:08:43, 22 May.	PPP LCP Send Configuration ACK
09:08:43, 22 May.	PPP LCP Receive Configuration Request
09:08:43, 22 May.	PPP LCP Send Configuration Request
09:08:17, 22 May.	DSL Link Up: Down Rate=29999Kbps, Up Rate=7200Kbps; SNR Margin Down=7.6dB, Up=9.1dB
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mileyd
Beginner
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Message 5 of 17

Re: BT engineers visit cancelled by BT

22nd May

14:54:56, 22 May. WAN connection PTM connected
14:54:55, 22 May. PPP IPCP Receive Configuration ACK
14:54:55, 22 May. PPP IPCP Send Configuration Request
14:54:55, 22 May. PPP IPCP Receive Configuration NAK
14:54:55, 22 May. PPP IPCP Send Configuration ACK
14:54:55, 22 May. PPP IPCP Receive Configuration Request
14:54:54, 22 May. PPP IPCP Send Configuration Request
14:54:54, 22 May. PPP CHAP Receive success : authentication successful
14:54:54, 22 May. PPP CHAP Receive Challenge
14:54:54, 22 May. PPP LCP Receive Configuration ACK
14:54:54, 22 May. PPP LCP Send Configuration ACK
14:54:54, 22 May. PPP LCP Receive Configuration Request
14:54:54, 22 May. PPP LCP Send Configuration Request
14:54:23, 22 May. DSL Link Up: Down Rate=29999Kbps, Up Rate=7200Kbps; SNR Margin Down=14.6dB, Up=9.5dB
14:52:45, 22 May. WAN connection PTM disconnected
14:52:35, 22 May. PPP LCP Send Termination Request (User request)
14:52:32, 22 May. PPP LCP Send Termination Request (User request)
14:52:32, 22 May. DSL Link Down: duration was 20416 seconds
09:12:51, 22 May. WAN connection PTM connected
09:12:50, 22 May. PPP IPCP Receive Configuration ACK
09:12:50, 22 May. PPP IPCP Send Configuration Request
09:12:50, 22 May. PPP IPCP Receive Configuration NAK
09:12:50, 22 May. PPP IPCP Send Configuration ACK
09:12:50, 22 May. PPP IPCP Receive Configuration Request
09:12:50, 22 May. PPP IPCP Send Configuration Request
09:12:50, 22 May. PPP CHAP Receive success : authentication successful
09:12:49, 22 May. PPP CHAP Receive Challenge
09:12:49, 22 May. PPP LCP Receive Configuration ACK
09:12:49, 22 May. PPP LCP Send Configuration ACK
09:12:49, 22 May. PPP LCP Receive Configuration Request
09:12:49, 22 May. PPP LCP Send Configuration Request
09:12:18, 22 May. DSL Link Up: Down Rate=29999Kbps, Up Rate=7200Kbps; SNR Margin Down=14.4dB, Up=9.3dB
09:09:22, 22 May. WAN connection PTM disconnected
09:09:13, 22 May. PPP LCP Send Termination Request (User request)
09:09:09, 22 May. PPP LCP Send Termination Request (User request)
09:09:08, 22 May. DSL Link Down: duration was 54 seconds
09:08:44, 22 May. WAN connection PTM connected
09:08:44, 22 May. PPP IPCP Receive Configuration ACK
09:08:44, 22 May. PPP IPCP Send Configuration Request
09:08:43, 22 May. PPP IPCP Receive Configuration NAK
09:08:43, 22 May. PPP IPCP Send Configuration ACK
09:08:43, 22 May. PPP IPCP Receive Configuration Request
09:08:43, 22 May. PPP IPCP Send Configuration Request
09:08:43, 22 May. PPP CHAP Receive success : authentication successful
09:08:43, 22 May. PPP CHAP Receive Challenge
09:08:42, 22 May. PPP LCP Receive Configuration ACK
09:08:42, 22 May. PPP LCP Send Configuration ACK
09:08:42, 22 May. PPP LCP Receive Configuration Request
09:08:42, 22 May. PPP LCP Send Configuration Request
09:08:16, 22 May. DSL Link Up: Down Rate=29999Kbps, Up Rate=7200Kbps; SNR Margin Down=7.6dB, Up=9.1dB
09:06:52, 22 May. WAN connection PTM disconnected
09:06:43, 22 May. PPP LCP Send Termination Request (User request)
09:06:40, 22 May. PPP LCP Send Termination Request (User request)
09:06:39, 22 May. DSL Link Down: duration was 293 seconds
09:02:19, 22 May. WAN connection PTM connected
09:02:19, 22 May. PPP IPCP Receive Configuration ACK
09:02:19, 22 May. PPP IPCP Send Configuration Request
09:02:19, 22 May. PPP IPCP Receive Configuration NAK
09:02:19, 22 May. PPP IPCP Send Configuration ACK
09:02:18, 22 May. PPP IPCP Receive Configuration Request
09:02:18, 22 May. PPP IPCP Send Configuration Request
09:02:18, 22 May. PPP CHAP Receive success : authentication successful
09:02:18, 22 May. PPP CHAP Receive Challenge
09:02:18, 22 May. PPP LCP Receive Configuration ACK
09:02:18, 22 May. PPP LCP Send Configuration ACK
09:02:18, 22 May. PPP LCP Receive Configuration Request
09:02:17, 22 May. PPP LCP Send Configuration Request
09:01:47, 22 May. DSL Link Up: Down Rate=29999Kbps, Up Rate=7200Kbps; SNR Margin Down=14.4dB, Up=9.2dB
08:59:58, 22 May. DSL Link Down: duration was 55 seconds
08:59:14, 22 May. DSL Link Up: Down Rate=29999Kbps, Up Rate=7200Kbps; SNR Margin Down=-0.8dB, Up=0.0dB
08:55:51, 22 May. WAN connection PTM disconnected
08:55:41, 22 May. PPP LCP Send Termination Request (User request)
08:55:38, 22 May. PPP LCP Send Termination Request (User request)
08:55:38, 22 May. DSL Link Down: duration was 7198 seconds
06:56:14, 22 May. WAN connection PTM connected
06:56:14, 22 May. PPP IPCP Receive Configuration ACK
06:56:14, 22 May. PPP IPCP Send Configuration Request
06:56:14, 22 May. PPP IPCP Receive Configuration NAK
06:56:13, 22 May. PPP IPCP Send Configuration ACK
06:56:13, 22 May. PPP IPCP Receive Configuration Request
06:56:13, 22 May. PPP IPCP Send Configuration Request
06:56:13, 22 May. PPP CHAP Receive success : authentication successful
06:56:13, 22 May. PPP CHAP Receive Challenge
06:56:13, 22 May. PPP LCP Receive Configuration ACK
06:56:12, 22 May. PPP LCP Send Configuration ACK
06:56:12, 22 May. PPP LCP Receive Configuration Request
06:56:12, 22 May. PPP LCP Send Configuration Request
06:55:42, 22 May. DSL Link Up: Down Rate=29999Kbps, Up Rate=7200Kbps; SNR Margin Down=14.4dB, Up=9.2dB
06:53:56, 22 May. WAN connection PTM disconnected
06:53:47, 22 May. PPP LCP Send Termination Request (User request)
06:53:43, 22 May. PPP LCP Send Termination Request (User request)
06:53:43, 22 May. DSL Link Down: duration was 11852 seconds
03:36:45, 22 May. WAN connection PTM connected
03:36:44, 22 May. PPP IPCP Receive Configuration ACK
03:36:44, 22 May. PPP IPCP Send Configuration Request
03:36:44, 22 May. PPP IPCP Receive Configuration NAK
03:36:44, 22 May. PPP IPCP Send Configuration ACK
03:36:44, 22 May. PPP IPCP Receive Configuration Request
03:36:44, 22 May. PPP IPCP Send Configuration Request
03:36:44, 22 May. PPP CHAP Receive success : authentication successful
03:36:43, 22 May. PPP CHAP Receive Challenge
03:36:43, 22 May. PPP LCP Receive Configuration ACK
03:36:43, 22 May. PPP LCP Send Configuration ACK
03:36:43, 22 May. PPP LCP Receive Configuration Request
03:36:43, 22 May. PPP LCP Send Configuration Request
03:36:13, 22 May. DSL Link Up: Down Rate=29999Kbps, Up Rate=7200Kbps; SNR Margin Down=14.2dB, Up=9.1dB
03:34:23, 22 May. WAN connection PTM disconnected
03:34:14, 22 May. PPP LCP Send Termination Request (User request)
03:34:11, 22 May. PPP LCP Send Termination Request (User request)
03:34:11, 22 May. DSL Link Down: duration was 11137 seconds
00:29:08, 22 May. WAN connection PTM connected
00:29:07, 22 May. PPP IPCP Receive Configuration ACK
00:29:07, 22 May. PPP IPCP Send Configuration Request
00:29:07, 22 May. PPP IPCP Receive Configuration NAK
00:29:07, 22 May. PPP IPCP Send Configuration ACK
00:29:07, 22 May. PPP IPCP Receive Configuration Request
00:29:07, 22 May. PPP IPCP Send Configuration Request
00:29:06, 22 May. PPP CHAP Receive success : authentication successful
00:29:06, 22 May. PPP CHAP Receive Challenge
00:29:06, 22 May. PPP LCP Receive Configuration ACK
00:29:06, 22 May. PPP LCP Send Configuration ACK
00:29:06, 22 May. PPP LCP Receive Configuration Request
00:29:06, 22 May. PPP LCP Send Configuration Request
00:28:36, 22 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8496Kbps; SNR Margin Down=12.8dB, Up=6.2dB
00:26:47, 22 May. WAN connection PTM disconnected
00:26:37, 22 May. PPP LCP Send Termination Request (User request)
00:26:34, 22 May. PPP LCP Send Termination Request (User request)
00:26:33, 22 May. DSL Link Down: duration was 162 seconds
00:24:25, 22 May. WAN connection PTM connected
00:24:25, 22 May. PPP IPCP Receive Configuration ACK
00:24:24, 22 May. PPP IPCP Send Configuration Request
00:24:24, 22 May. PPP IPCP Receive Configuration NAK
00:24:24, 22 May. PPP IPCP Send Configuration ACK
00:24:24, 22 May. PPP IPCP Receive Configuration Request
00:24:24, 22 May. PPP IPCP Send Configuration Request
00:24:24, 22 May. PPP CHAP Receive success : authentication successful
00:24:23, 22 May. PPP CHAP Receive Challenge
00:24:23, 22 May. PPP LCP Receive Configuration ACK
00:24:23, 22 May. PPP LCP Send Configuration ACK
00:24:23, 22 May. PPP LCP Receive Configuration Request
00:24:23, 22 May. PPP LCP Send Configuration Request
00:23:52, 22 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8496Kbps; SNR Margin Down=13.3dB, Up=6.3dB
00:22:02, 22 May. WAN connection PTM disconnected
00:21:53, 22 May. PPP LCP Send Termination Request (User request)
00:21:50, 22 May. PPP LCP Send Termination Request (User request)
00:21:49, 22 May. DSL Link Down: duration was 66 seconds
00:21:17, 22 May. WAN connection PTM connected
00:21:16, 22 May. PPP IPCP Receive Configuration ACK
00:21:16, 22 May. PPP IPCP Send Configuration Request
00:21:16, 22 May. PPP IPCP Receive Configuration NAK
00:21:16, 22 May. PPP IPCP Send Configuration ACK
00:21:16, 22 May. PPP IPCP Receive Configuration Request
00:21:16, 22 May. PPP IPCP Send Configuration Request
00:21:16, 22 May. PPP CHAP Receive success : authentication successful
00:21:15, 22 May. PPP CHAP Receive Challenge
00:21:15, 22 May. PPP LCP Receive Configuration ACK
00:21:15, 22 May. PPP LCP Send Configuration ACK
00:21:15, 22 May. PPP LCP Receive Configuration Request
00:21:15, 22 May. PPP LCP Send Configuration Request
00:20:45, 22 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8496Kbps; SNR Margin Down=12.6dB, Up=6.0dB
00:18:55, 22 May. WAN connection PTM disconnected
00:18:46, 22 May. PPP LCP Send Termination Request (User request)
00:18:43, 22 May. PPP LCP Send Termination Request (User request)
00:18:42, 22 May. DSL Link Down: duration was 344 seconds
00:13:32, 22 May. WAN connection PTM connected
00:13:32, 22 May. PPP IPCP Receive Configuration ACK
00:13:32, 22 May. PPP IPCP Send Configuration Request
00:13:32, 22 May. PPP IPCP Receive Configuration NAK
00:13:32, 22 May. PPP IPCP Send Configuration ACK
00:13:31, 22 May. PPP IPCP Receive Configuration Request
00:13:31, 22 May. PPP IPCP Send Configuration Request
00:13:31, 22 May. PPP CHAP Receive success : authentication successful
00:13:31, 22 May. PPP CHAP Receive Challenge
00:13:31, 22 May. PPP LCP Receive Configuration ACK
00:13:31, 22 May. PPP LCP Send Configuration ACK
00:13:30, 22 May. PPP LCP Receive Configuration Request
00:13:30, 22 May. PPP LCP Send Configuration Request
00:13:00, 22 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8493Kbps; SNR Margin Down=12.6dB, Up=6.2dB
00:11:10, 22 May. WAN connection PTM disconnected
00:11:00, 22 May. PPP LCP Send Termination Request (User request)
00:10:57, 22 May. PPP LCP Send Termination Request (User request)
00:10:56, 22 May. DSL Link Down: duration was 863 seconds

 

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mileyd
Beginner
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Message 6 of 17

Re: BT engineers visit cancelled by BT

21st May

 

23:57:07, 21 May. PPP IPCP Receive Configuration ACK
23:57:07, 21 May. PPP IPCP Send Configuration Request
23:57:07, 21 May. PPP IPCP Receive Configuration NAK
23:57:06, 21 May. PPP IPCP Send Configuration ACK
23:57:06, 21 May. PPP IPCP Receive Configuration Request
23:57:06, 21 May. PPP IPCP Send Configuration Request
23:57:06, 21 May. PPP CHAP Receive success : authentication successful
23:57:06, 21 May. PPP CHAP Receive Challenge
23:57:06, 21 May. PPP LCP Send Configuration ACK
23:57:05, 21 May. PPP LCP Receive Configuration Request
23:57:05, 21 May. PPP LCP Receive Configuration ACK
23:57:05, 21 May. PPP LCP Send Configuration Request
23:56:34, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8496Kbps; SNR Margin Down=12.5dB, Up=6.1dB
23:53:28, 21 May. WAN connection PTM disconnected
23:53:19, 21 May. PPP LCP Send Termination Request (User request)
23:53:16, 21 May. PPP LCP Send Termination Request (User request)
23:53:15, 21 May. DSL Link Down: duration was 445 seconds
23:46:24, 21 May. WAN connection PTM connected
23:46:23, 21 May. PPP IPCP Receive Configuration ACK
23:46:23, 21 May. PPP IPCP Send Configuration Request
23:46:23, 21 May. PPP IPCP Receive Configuration NAK
23:46:23, 21 May. PPP IPCP Send Configuration ACK
23:46:23, 21 May. PPP IPCP Receive Configuration Request
23:46:23, 21 May. PPP IPCP Send Configuration Request
23:46:22, 21 May. PPP CHAP Receive success : authentication successful
23:46:22, 21 May. PPP CHAP Receive Challenge
23:46:22, 21 May. PPP LCP Receive Configuration ACK
23:46:22, 21 May. PPP LCP Send Configuration ACK
23:46:22, 21 May. PPP LCP Receive Configuration Request
23:46:22, 21 May. PPP LCP Send Configuration Request
23:45:51, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8496Kbps; SNR Margin Down=12.6dB, Up=6.4dB
23:43:00, 21 May. WAN connection PTM disconnected
23:42:52, 21 May. PPP LCP Send Termination Request (User request)
23:42:49, 21 May. PPP LCP Send Termination Request (User request)
23:42:48, 21 May. DSL Link Down: duration was 345 seconds
23:37:37, 21 May. WAN connection PTM connected
23:37:36, 21 May. PPP IPCP Receive Configuration ACK
23:37:36, 21 May. PPP IPCP Send Configuration Request
23:37:36, 21 May. PPP IPCP Receive Configuration NAK
23:37:36, 21 May. PPP IPCP Send Configuration ACK
23:37:36, 21 May. PPP IPCP Receive Configuration Request
23:37:36, 21 May. PPP IPCP Send Configuration Request
23:37:36, 21 May. PPP CHAP Receive success : authentication successful
23:37:35, 21 May. PPP CHAP Receive Challenge
23:37:35, 21 May. PPP LCP Receive Configuration ACK
23:37:35, 21 May. PPP LCP Send Configuration ACK
23:37:35, 21 May. PPP LCP Receive Configuration Request
23:37:35, 21 May. PPP LCP Send Configuration Request
23:37:04, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8455Kbps; SNR Margin Down=11.6dB, Up=6.0dB
23:35:13, 21 May. WAN connection PTM disconnected
23:35:05, 21 May. PPP LCP Send Termination Request (User request)
23:35:02, 21 May. PPP LCP Send Termination Request (User request)
23:35:01, 21 May. DSL Link Down: duration was 184 seconds
23:32:34, 21 May. WAN connection PTM connected
23:32:34, 21 May. PPP IPCP Receive Configuration ACK
23:32:34, 21 May. PPP IPCP Send Configuration Request
23:32:33, 21 May. PPP IPCP Send Configuration ACK
23:32:33, 21 May. PPP IPCP Receive Configuration Request
23:32:31, 21 May. PPP IPCP Send Configuration Request
23:32:30, 21 May. PPP IPCP Receive Configuration NAK
23:32:30, 21 May. PPP IPCP Send Configuration ACK
23:32:30, 21 May. PPP IPCP Receive Configuration Request
23:32:30, 21 May. PPP IPCP Send Configuration Request
23:32:30, 21 May. PPP CHAP Receive success : authentication successful
23:32:30, 21 May. PPP CHAP Receive Challenge
23:32:30, 21 May. PPP LCP Receive Configuration ACK
23:32:29, 21 May. PPP LCP Send Configuration ACK
23:32:29, 21 May. PPP LCP Receive Configuration Request
23:32:29, 21 May. PPP LCP Send Configuration Request
23:31:58, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8496Kbps; SNR Margin Down=12.4dB, Up=6.0dB
23:29:01, 21 May. WAN connection PTM disconnected
23:28:51, 21 May. PPP LCP Send Termination Request (User request)
23:28:48, 21 May. PPP LCP Send Termination Request (User request)
23:28:47, 21 May. DSL Link Down: duration was 106 seconds
23:27:36, 21 May. WAN connection PTM connected
23:27:36, 21 May. PPP IPCP Receive Configuration ACK
23:27:35, 21 May. PPP IPCP Send Configuration Request
23:27:35, 21 May. PPP IPCP Receive Configuration NAK
23:27:35, 21 May. PPP IPCP Send Configuration ACK
23:27:35, 21 May. PPP IPCP Receive Configuration Request
23:27:35, 21 May. PPP IPCP Send Configuration Request
23:27:35, 21 May. PPP CHAP Receive success : authentication successful
23:27:35, 21 May. PPP CHAP Receive Challenge
23:27:34, 21 May. PPP LCP Send Configuration ACK
23:27:34, 21 May. PPP LCP Receive Configuration Request
23:27:34, 21 May. PPP LCP Receive Configuration ACK
23:27:34, 21 May. PPP LCP Send Configuration Request
23:27:03, 21 May. DSL Link Up: Down Rate=32398Kbps, Up Rate=8496Kbps; SNR Margin Down=7.0dB, Up=6.2dB
23:24:09, 21 May. WAN connection PTM disconnected
23:24:05, 21 May. PPP LCP Send Termination Request (User request)
23:24:02, 21 May. DSL Link Down: duration was 203 seconds
23:24:01, 21 May. PPP LCP Send Termination Request (Peer not responding)
23:21:12, 21 May. WAN connection PTM connected
23:21:12, 21 May. PPP IPCP Receive Configuration ACK
23:21:12, 21 May. PPP IPCP Send Configuration Request
23:21:11, 21 May. PPP IPCP Receive Configuration NAK
23:21:11, 21 May. PPP IPCP Send Configuration ACK
23:21:11, 21 May. PPP IPCP Receive Configuration Request
23:21:11, 21 May. PPP IPCP Send Configuration Request
23:21:11, 21 May. PPP CHAP Receive success : authentication successful
23:21:11, 21 May. PPP CHAP Receive Challenge
23:21:11, 21 May. PPP LCP Receive Configuration ACK
23:21:10, 21 May. PPP LCP Send Configuration ACK
23:21:10, 21 May. PPP LCP Receive Configuration Request
23:21:10, 21 May. PPP LCP Send Configuration Request
23:20:40, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8496Kbps; SNR Margin Down=12.5dB, Up=6.3dB
23:17:27, 21 May. WAN connection PTM disconnected
23:17:16, 21 May. PPP LCP Send Termination Request (User request)
23:17:13, 21 May. PPP LCP Send Termination Request (User request)
23:17:12, 21 May. DSL Link Down: duration was 66 seconds
23:16:40, 21 May. WAN connection PTM connected
23:16:39, 21 May. PPP IPCP Receive Configuration ACK
23:16:39, 21 May. PPP IPCP Send Configuration Request
23:16:39, 21 May. PPP IPCP Receive Configuration NAK
23:16:39, 21 May. PPP IPCP Send Configuration ACK
23:16:39, 21 May. PPP IPCP Receive Configuration Request
23:16:39, 21 May. PPP IPCP Send Configuration Request
23:16:38, 21 May. PPP CHAP Receive success : authentication successful
23:16:38, 21 May. PPP CHAP Receive Challenge
23:16:38, 21 May. PPP LCP Receive Configuration ACK
23:16:38, 21 May. PPP LCP Send Configuration ACK
23:16:38, 21 May. PPP LCP Receive Configuration Request
23:16:38, 21 May. PPP LCP Send Configuration Request
23:16:07, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8496Kbps; SNR Margin Down=12.1dB, Up=6.3dB
23:12:58, 21 May. WAN connection PTM disconnected
23:12:47, 21 May. PPP LCP Send Termination Request (User request)
23:12:43, 21 May. PPP LCP Send Termination Request (User request)
23:12:41, 21 May. DSL Link Down: duration was 65 seconds
23:12:12, 21 May. WAN connection PTM connected
23:12:12, 21 May. PPP IPCP Receive Configuration ACK
23:12:12, 21 May. PPP IPCP Send Configuration Request
23:12:11, 21 May. PPP IPCP Receive Configuration NAK
23:12:11, 21 May. PPP IPCP Send Configuration ACK
23:12:11, 21 May. PPP IPCP Receive Configuration Request
23:12:11, 21 May. PPP IPCP Send Configuration Request
23:12:11, 21 May. PPP CHAP Receive success : authentication successful
23:12:11, 21 May. PPP CHAP Receive Challenge
23:12:11, 21 May. PPP LCP Receive Configuration ACK
23:12:10, 21 May. PPP LCP Send Configuration ACK
23:12:10, 21 May. PPP LCP Send Configuration Request
23:12:10, 21 May. PPP LCP Receive Configuration Request
23:12:08, 21 May. PPP LCP Receive Configuration ACK
23:12:08, 21 May. PPP LCP Send Configuration ACK
23:12:08, 21 May. PPP LCP Receive Configuration Request
23:12:07, 21 May. PPP LCP Send Configuration Request
23:11:37, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8496Kbps; SNR Margin Down=12.1dB, Up=6.0dB
23:08:41, 21 May. WAN connection PTM disconnected
23:08:31, 21 May. PPP LCP Send Termination Request (User request)
23:08:27, 21 May. PPP LCP Send Termination Request (User request)
23:08:26, 21 May. DSL Link Down: duration was 69 seconds
23:07:52, 21 May. WAN connection PTM connected
23:07:52, 21 May. PPP IPCP Receive Configuration ACK
23:07:51, 21 May. PPP IPCP Send Configuration Request
23:07:51, 21 May. PPP IPCP Receive Configuration NAK
23:07:51, 21 May. PPP IPCP Send Configuration ACK
23:07:51, 21 May. PPP IPCP Receive Configuration Request
23:07:51, 21 May. PPP IPCP Send Configuration Request
23:07:51, 21 May. PPP CHAP Receive success : authentication successful
23:07:50, 21 May. PPP CHAP Receive Challenge
23:07:50, 21 May. PPP LCP Receive Configuration ACK
23:07:50, 21 May. PPP LCP Send Configuration ACK
23:07:50, 21 May. PPP LCP Receive Configuration Request
23:07:50, 21 May. PPP LCP Send Configuration Request
23:07:19, 21 May. DSL Link Up: Down Rate=32398Kbps, Up Rate=8496Kbps; SNR Margin Down=7.1dB, Up=6.3dB
23:04:21, 21 May. DSL Link Down: duration was 14 seconds
23:04:18, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8493Kbps; SNR Margin Down=10.0dB, Up=0.0dB
23:02:19, 21 May. WAN connection PTM disconnected
23:02:10, 21 May. PPP LCP Send Termination Request (User request)
23:02:06, 21 May. PPP LCP Send Termination Request (User request)
23:02:05, 21 May. DSL Link Down: duration was 65 seconds
23:01:34, 21 May. WAN connection PTM connected
23:01:34, 21 May. PPP IPCP Receive Configuration ACK
23:01:33, 21 May. PPP IPCP Send Configuration Request
23:01:33, 21 May. PPP IPCP Receive Configuration NAK
23:01:33, 21 May. PPP IPCP Send Configuration ACK
23:01:33, 21 May. PPP IPCP Receive Configuration Request
23:01:33, 21 May. PPP IPCP Send Configuration Request
23:01:33, 21 May. PPP CHAP Receive success : authentication successful
23:01:33, 21 May. PPP CHAP Receive Challenge
23:01:32, 21 May. PPP LCP Receive Configuration ACK
23:01:32, 21 May. PPP LCP Send Configuration ACK
23:01:32, 21 May. PPP LCP Receive Configuration Request
23:01:32, 21 May. PPP LCP Send Configuration Request
23:01:01, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8496Kbps; SNR Margin Down=11.9dB, Up=6.1dB
22:59:10, 21 May. WAN connection PTM disconnected
22:59:01, 21 May. PPP LCP Send Termination Request (User request)
22:58:58, 21 May. PPP LCP Send Termination Request (User request)
22:58:57, 21 May. DSL Link Down: duration was 180 seconds
 
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mileyd
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Message 7 of 17

Re: BT engineers visit cancelled by BT

21st May cont

 

22:56:33, 21 May. WAN connection PTM connected
22:56:32, 21 May. PPP IPCP Receive Configuration ACK
22:56:32, 21 May. PPP IPCP Send Configuration Request
22:56:32, 21 May. PPP IPCP Receive Configuration NAK
22:56:31, 21 May. PPP IPCP Send Configuration ACK
22:56:31, 21 May. PPP IPCP Receive Configuration Request
22:56:31, 21 May. PPP IPCP Send Configuration Request
22:56:31, 21 May. PPP CHAP Receive success : authentication successful
22:56:30, 21 May. PPP CHAP Receive Challenge
22:56:30, 21 May. PPP LCP Receive Configuration ACK
22:56:30, 21 May. PPP LCP Send Configuration ACK
22:56:29, 21 May. PPP LCP Receive Configuration Request
22:56:29, 21 May. PPP LCP Send Configuration Request
22:55:58, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8496Kbps; SNR Margin Down=11.6dB, Up=6.0dB
22:54:14, 21 May. WAN connection PTM disconnected
22:54:04, 21 May. PPP LCP Send Termination Request (User request)
22:54:01, 21 May. PPP LCP Send Termination Request (User request)
22:54:01, 21 May. DSL Link Down: duration was 598 seconds
22:44:36, 21 May. WAN connection PTM connected
22:44:36, 21 May. PPP IPCP Receive Configuration ACK
22:44:36, 21 May. PPP IPCP Send Configuration Request
22:44:36, 21 May. PPP IPCP Receive Configuration NAK
22:44:36, 21 May. PPP IPCP Send Configuration ACK
22:44:35, 21 May. PPP IPCP Receive Configuration Request
22:44:35, 21 May. PPP IPCP Send Configuration Request
22:44:35, 21 May. PPP CHAP Receive success : authentication successful
22:44:35, 21 May. PPP CHAP Receive Challenge
22:44:35, 21 May. PPP LCP Receive Configuration ACK
22:44:35, 21 May. PPP LCP Send Configuration ACK
22:44:35, 21 May. PPP LCP Receive Configuration Request
22:44:34, 21 May. PPP LCP Send Configuration Request
22:44:04, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8496Kbps; SNR Margin Down=12.9dB, Up=6.4dB
22:41:08, 21 May. WAN connection PTM disconnected
22:40:58, 21 May. PPP LCP Send Termination Request (User request)
22:40:55, 21 May. PPP LCP Send Termination Request (User request)
22:40:55, 21 May. DSL Link Down: duration was 95 seconds
22:39:55, 21 May. WAN connection PTM connected
22:39:55, 21 May. PPP IPCP Receive Configuration ACK
22:39:55, 21 May. PPP IPCP Send Configuration Request
22:39:55, 21 May. PPP IPCP Receive Configuration NAK
22:39:55, 21 May. PPP IPCP Send Configuration ACK
22:39:54, 21 May. PPP IPCP Receive Configuration Request
22:39:54, 21 May. PPP IPCP Send Configuration Request
22:39:54, 21 May. PPP CHAP Receive success : authentication successful
22:39:54, 21 May. PPP CHAP Receive Challenge
22:39:54, 21 May. PPP LCP Receive Configuration ACK
22:39:54, 21 May. PPP LCP Send Configuration ACK
22:39:54, 21 May. PPP LCP Receive Configuration Request
22:39:53, 21 May. PPP LCP Send Configuration Request
22:39:23, 21 May. DSL Link Up: Down Rate=32398Kbps, Up Rate=8496Kbps; SNR Margin Down=6.9dB, Up=6.3dB
22:35:24, 21 May. WAN connection PTM disconnected
22:35:15, 21 May. PPP LCP Send Termination Request (User request)
22:35:11, 21 May. PPP LCP Send Termination Request (User request)
22:35:10, 21 May. DSL Link Down: duration was 64 seconds
22:35:04, 21 May. WAN connection PTM connected
22:35:03, 21 May. PPP IPCP Receive Configuration ACK
22:35:03, 21 May. PPP IPCP Send Configuration Request
22:35:02, 21 May. PPP IPCP Receive Configuration NAK
22:35:02, 21 May. PPP IPCP Send Configuration ACK
22:35:02, 21 May. PPP IPCP Receive Configuration Request
22:35:02, 21 May. PPP IPCP Send Configuration Request
22:35:02, 21 May. PPP CHAP Receive success : authentication successful
22:35:01, 21 May. PPP CHAP Receive Challenge
22:35:01, 21 May. PPP LCP Receive Configuration ACK
22:35:01, 21 May. PPP LCP Send Configuration ACK
22:35:01, 21 May. PPP LCP Receive Configuration Request
22:35:00, 21 May. PPP LCP Send Configuration Request
22:34:51, 21 May. WAN connection PTM disconnected
22:34:49, 21 May. PPP LCP Receive Termination ACK
22:34:49, 21 May. PPP LCP Send Termination Request (User request)
22:34:48, 21 May. PPP IPCP Send Configuration ACK
22:34:48, 21 May. PPP IPCP Receive Configuration Request
22:34:48, 21 May. PPP IPCP Send Configuration Request
22:34:47, 21 May. PPP IPCP Receive Configuration NAK
22:34:46, 21 May. PPP IPCP Send Configuration ACK
22:34:46, 21 May. PPP IPCP Send Configuration Request
22:34:45, 21 May. PPP IPCP Receive Configuration Request
22:34:40, 21 May. WAN connection PTM connected
22:34:40, 21 May. PPP IPCP Receive Configuration ACK
22:34:40, 21 May. PPP IPCP Send Configuration Request
22:34:40, 21 May. PPP IPCP Receive Configuration NAK
22:34:40, 21 May. PPP IPCP Send Configuration ACK
22:34:39, 21 May. PPP IPCP Receive Configuration Request
22:34:39, 21 May. PPP IPCP Send Configuration Request
22:34:39, 21 May. PPP CHAP Receive success : authentication successful
22:34:39, 21 May. PPP CHAP Receive Challenge
22:34:39, 21 May. PPP LCP Receive Configuration ACK
22:34:39, 21 May. PPP LCP Send Configuration ACK
22:34:38, 21 May. PPP LCP Receive Configuration Request
22:34:38, 21 May. PPP LCP Send Configuration Request
22:34:07, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8493Kbps; SNR Margin Down=12.3dB, Up=6.1dB
22:32:20, 21 May. WAN connection PTM disconnected
22:32:09, 21 May. PPP LCP Send Termination Request (User request)
22:32:05, 21 May. PPP LCP Send Termination Request (User request)
22:32:04, 21 May. DSL Link Down: duration was 64 seconds
22:31:34, 21 May. WAN connection PTM connected
22:31:33, 21 May. PPP IPCP Receive Configuration ACK
22:31:33, 21 May. PPP IPCP Send Configuration Request
22:31:33, 21 May. PPP IPCP Receive Configuration NAK
22:31:33, 21 May. PPP IPCP Send Configuration ACK
22:31:33, 21 May. PPP IPCP Receive Configuration Request
22:31:33, 21 May. PPP IPCP Send Configuration Request
22:31:33, 21 May. PPP CHAP Receive success : authentication successful
22:31:32, 21 May. PPP CHAP Receive Challenge
22:31:32, 21 May. PPP LCP Receive Configuration ACK
22:31:32, 21 May. PPP LCP Send Configuration ACK
22:31:32, 21 May. PPP LCP Receive Configuration Request
22:31:32, 21 May. PPP LCP Send Configuration Request
22:31:01, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8493Kbps; SNR Margin Down=12.7dB, Up=6.1dB
22:27:55, 21 May. WAN connection PTM disconnected
22:27:45, 21 May. PPP LCP Send Termination Request (User request)
22:27:42, 21 May. PPP LCP Send Termination Request (User request)
22:27:40, 21 May. DSL Link Down: duration was 55 seconds
22:27:19, 21 May. WAN connection PTM connected
22:27:18, 21 May. PPP IPCP Receive Configuration ACK
22:27:18, 21 May. PPP IPCP Send Configuration Request
22:27:18, 21 May. PPP IPCP Receive Configuration NAK
22:27:18, 21 May. PPP IPCP Send Configuration ACK
22:27:18, 21 May. PPP IPCP Receive Configuration Request
22:27:18, 21 May. PPP IPCP Send Configuration Request
22:27:17, 21 May. PPP CHAP Receive success : authentication successful
22:27:17, 21 May. PPP CHAP Receive Challenge
22:27:17, 21 May. PPP LCP Send Configuration ACK
22:27:17, 21 May. PPP LCP Receive Configuration Request
22:27:17, 21 May. PPP LCP Receive Configuration ACK
22:27:17, 21 May. PPP LCP Send Configuration Request
22:26:46, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8496Kbps; SNR Margin Down=12.9dB, Up=6.3dB
22:24:57, 21 May. WAN connection PTM disconnected
22:24:47, 21 May. PPP LCP Send Termination Request (User request)
22:24:44, 21 May. PPP LCP Send Termination Request (User request)
22:24:44, 21 May. DSL Link Down: duration was 475 seconds
22:18:31, 21 May. WAN connection PTM connected
22:18:31, 21 May. PPP IPCP Receive Configuration ACK
22:18:31, 21 May. PPP IPCP Send Configuration Request
22:18:30, 21 May. PPP IPCP Receive Configuration NAK
22:18:30, 21 May. PPP IPCP Send Configuration ACK
22:18:30, 21 May. PPP IPCP Receive Configuration Request
22:18:30, 21 May. PPP IPCP Send Configuration Request
22:18:30, 21 May. PPP CHAP Receive success : authentication successful
22:18:30, 21 May. PPP CHAP Receive Challenge
22:18:30, 21 May. PPP LCP Receive Configuration ACK
22:18:29, 21 May. PPP LCP Send Configuration ACK
22:18:29, 21 May. PPP LCP Receive Configuration Request
22:18:29, 21 May. PPP LCP Send Configuration Request
22:17:53, 21 May. PPP LCP Send Termination ACK
22:17:53, 21 May. PPP LCP Receive Termination Request (NONE)
22:17:22, 21 May. PPP CHAP Receive Challenge
22:17:22, 21 May. PPP LCP Receive Configuration ACK
22:17:21, 21 May. PPP LCP Send Configuration ACK
22:17:21, 21 May. PPP LCP Receive Configuration Request
22:17:21, 21 May. PPP LCP Send Configuration Request
22:16:51, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8493Kbps; SNR Margin Down=12.0dB, Up=6.1dB
22:15:03, 21 May. WAN connection PTM disconnected
22:14:53, 21 May. PPP LCP Send Termination Request (User request)
22:14:49, 21 May. PPP LCP Send Termination Request (User request)
22:14:48, 21 May. DSL Link Down: duration was 64 seconds
22:14:17, 21 May. WAN connection PTM connected
22:14:17, 21 May. PPP IPCP Receive Configuration ACK
22:14:17, 21 May. PPP IPCP Send Configuration Request
22:14:17, 21 May. PPP IPCP Receive Configuration NAK
22:14:17, 21 May. PPP IPCP Send Configuration ACK
22:14:16, 21 May. PPP IPCP Receive Configuration Request
22:14:16, 21 May. PPP IPCP Send Configuration Request
22:14:16, 21 May. PPP CHAP Receive success : authentication successful
22:14:16, 21 May. PPP CHAP Receive Challenge
22:14:16, 21 May. PPP LCP Receive Configuration ACK
22:14:16, 21 May. PPP LCP Send Configuration ACK
22:14:16, 21 May. PPP LCP Receive Configuration Request
22:14:15, 21 May. PPP LCP Send Configuration Request
22:13:45, 21 May. DSL Link Up: Down Rate=32399Kbps, Up Rate=8493Kbps; SNR Margin Down=12.5dB, Up=6.0dB
22:11:56, 21 May. WAN connection PTM disconnected
22:11:45, 21 May. PPP LCP Send Termination Request (User request)
22:11:42, 21 May. PPP LCP Send Termination Request (User request)
22:11:42, 21 May. DSL Link Down: duration was 135 seconds
22:10:01, 21 May. WAN connection PTM connected
22:10:00, 21 May. PPP IPCP Receive Configuration ACK
22:10:00, 21 May. PPP IPCP Send Configuration Request
22:10:00, 21 May. PPP IPCP Receive Configuration NAK
22:10:00, 21 May. PPP IPCP Send Configuration ACK
22:10:00, 21 May. PPP IPCP Receive Configuration Request
<<<<<<<<<<<<<<<<<<<< Limit of WAN log >>>>>>>>>>>>>>>>>>>>
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mileyd
Beginner
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Message 8 of 17

Re: BT engineers visit cancelled by BT

Here's all the DSL link down events.

 

14:54:56 22 May. WAN connection PTM connected
14:52:32 22 May. DSL Link Down: duration was 20416 seconds
09:09:08 22 May. DSL Link Down: duration was 54 seconds
09:06:39 22 May. DSL Link Down: duration was 293 seconds
08:59:58 22 May. DSL Link Down: duration was 55 seconds
08:55:38 22 May. DSL Link Down: duration was 7198 seconds
06:53:43 22 May. DSL Link Down: duration was 11852 seconds
03:34:11 22 May. DSL Link Down: duration was 11137 seconds
00:26:33 22 May. DSL Link Down: duration was 162 seconds
00:21:49 22 May. DSL Link Down: duration was 66 seconds
00:18:42 22 May. DSL Link Down: duration was 344 seconds
00:10:56 22 May. DSL Link Down: duration was 863 seconds
23:53:15 21 May. DSL Link Down: duration was 445 seconds
23:42:48 21 May. DSL Link Down: duration was 345 seconds
23:35:01 21 May. DSL Link Down: duration was 184 seconds
23:28:47 21 May. DSL Link Down: duration was 106 seconds
23:24:02 21 May. DSL Link Down: duration was 203 seconds
23:17:12 21 May. DSL Link Down: duration was 66 seconds
23:12:41 21 May. DSL Link Down: duration was 65 seconds
23:08:26 21 May. DSL Link Down: duration was 69 seconds
23:04:21 21 May. DSL Link Down: duration was 14 seconds
23:02:05 21 May. DSL Link Down: duration was 65 seconds
22:58:57 21 May. DSL Link Down: duration was 180 seconds
22:54:01 21 May. DSL Link Down: duration was 598 seconds
22:40:55 21 May. DSL Link Down: duration was 95 seconds
22:35:10 21 May. DSL Link Down: duration was 64 seconds
22:32:04 21 May. DSL Link Down: duration was 64 seconds
22:27:40 21 May. DSL Link Down: duration was 55 seconds
22:24:44 21 May. DSL Link Down: duration was 475 seconds
22:14:48 21 May. DSL Link Down: duration was 64 seconds
22:11:42 21 May. DSL Link Down: duration was 135 seconds
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mileyd
Beginner
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Message 9 of 17

Re: BT engineers visit cancelled by BT

Let me know if you need anything else. Events file is big, and I can't see a way of adding an attachment via UI. 

Thanks for your help.

 

Dean Miley

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Moderator
Moderator
426 Views
Message 10 of 17

Re: BT engineers visit cancelled by BT

Hi @mileyd,

Thank you for posting back and for trying the quiet line test.

I can run a few check on your line to see if I can identify why the connection is dropping. Please can you send me in your details using the "Contact The Mods" link found in my profile?

Thanks

PaddyB

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