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John_Taylor
Beginner
1,840 Views
Message 1 of 6

Broadband Keeps dropping out even when doing diagnostics

Hi all,

I'm currently working from home & my Fibre 2 connection keeps dropping out the connection speed has dropped to 20 down and 10 up but i'm not overly annoyed by that as i can understand the situation although this morning it went back up to 60 down and 20 up but that didn't last long,

I've gone through the usual steps in regards to rebooting the router Manually however when attempting to do the online troubleshooting the router will reboot itself before it completes this is 100% reproduce-able & i have done this at least 12 times in the last 4 hours.

I had a similar issue to this 3-4 months ago and had to have an engineer out to take a look at it he suggested if it happened again that i get the service department to soft reboot my line however with the online chat offline and no way to raise a ticket via email directly does anyone know how to get this completed without phoning them? i'd prefer not to sit on the phone for 3 hours when i don't need to.

 

thanks 

 

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imjolly
Distinguished Sage
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Message 2 of 6

Re: Broadband Keeps dropping out even when doing diagnostics

if you keep resetting the hub the DLM wills see that as an unstable connection and you will end up in a banded profile which could take weeks to recover from

is there any line noise. DiL 17070 option 2 should be silent and best with corded phone preferably from test socket

can you post hub stats. If hh6 then advanced settings then technical log information 



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John_Taylor
Beginner
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Message 3 of 6

Re: Broadband Keeps dropping out even when doing diagnostics

Thanks for the reply,

i'm not manually restarting the hub its doing it itself

Which logs do you need the information or the event log itself?

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imjolly
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Message 4 of 6

Re: Broadband Keeps dropping out even when doing diagnostics

I though you posted that you had 12 resets in 4 hrs

as I posted it is the information page not the individual logs



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John_Taylor
Beginner
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Message 5 of 6

Re: Broadband Keeps dropping out even when doing diagnostics

It's not me restarting the hub it's doing it when i am using the broadband and even when using the troubleshooter

below are the logs from the information page

Product name:

BT Hub 6A

Serial number:

+084316+NQ71404331

Firmware version:

SG4B1000E020

Firmware updated:

11-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 0 Hours 41 Minutes 19 Seconds

Data rate:

9.79 Mbps / 24.34 Mbps

Maximum data rate:

9681 / 30941

Noise margin:

8 dB / 6.9 dB

Line attenuation:

39 dB

Signal attenuation:

33.1 dB / 39 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

20 MB Uploaded / 312 MB Downloaded

Broadband username:

*Redacted by me*

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-THPZ

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-THPZ

5 GHz wireless channel:

Smart (Channel 48)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

A4:08:F5:69:95:A5

Software variant:

-

Boot loader:

7.33.1

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pippincp
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Message 6 of 6

Re: Broadband Keeps dropping out even when doing diagnostics

Is there any noise on your line? 17070 option 2 best with corded phone.

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