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barr1
Beginner
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Message 1 of 8

Broadband connection drops intermittently

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I signed up for Superfast Fibre Unlimited in May 2019. That whole time I have had intermittent issues with the broadband connection. By that I mean the light on the router flashes orange and when I log into http://192.168.1.254 I see the broadband panel on the main admin page is orange rather than purple.

There doesn't seem to be anything in particular that triggers the disconnection. I work from home a lot and connect to my work computer using Citrix Workspace so I'm generally on that. The other devices in my house that are in use at the same time are a Sky Q box with 1 Sky mini box and a Galaxy S8 phone. I don't have a phone plugged into the line and the router is plugged directly into the master socket (it is a 5C with a built in filter). I have also tried using the test socket and still encountered the issue.

My smart hub is a BT Hub 6A on firmware version SG4B1000E01E. I have spoken to BT about this a couple of times and they have also sent an engineer out twice. The engineer couldn't find any faults and all of their tests came back fine. The last time I spoke to an advisor on the phone, they suggested my Sky box could cause an issue as it creates a 5GHz mesh network so suggested I disabled the 5GHz band on the router. I did that and have since just used 2.4GHz but I still get this issue. The advisor can see from the router logs that it loses the DSL connection but given the engineers can't find a fault then they are at a bit of a loss. I have also had a replacement router sent and it didn't make a difference.

This last happend about 40 minutes ago and here is what the router logs have:

11:47:30, 27 Jan.,ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36
11:47:30, 27 Jan.,ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36
11:46:42, 27 Jan.,wl0.1:WiFi security settings have been successfully saved
11:46:42, 27 Jan.,wl0:WiFi security settings have been successfully saved
11:46:42, 27 Jan.,wl1.1:WiFi security settings have been successfully saved
11:46:35, 27 Jan.,ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed
11:46:34, 27 Jan.,ppp1:TR69 connectivity to (pbthdm.bt.mo) has been initiated
11:46:34, 27 Jan.,ppp1:TR69 receiving InformResponse message
11:46:34, 27 Jan.,ppp1:TR69 event found : 4 VALUE CHANGE
11:46:33, 27 Jan.,ppp1:TR69 sending Inform message
11:46:32, 27 Jan.,ppp1:TR69 event found : 4 VALUE CHANGE
11:46:31, 27 Jan.,ppp1:TR69 sending Inform message
11:46:31, 27 Jan.,ppp1:TR69 creating new session with ACS
11:46:28, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is active
11:46:28, 27 Jan.,BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1
11:46:28, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is inactive
11:46:28, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is active
11:46:28, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is inactive
11:46:28, 27 Jan.,BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
11:46:28, 27 Jan.,BR_LAN: Allocated prefix = 2a00:23c4:f90:bc00::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:46:28, 27 Jan.,BR_LAN: Allocated address = 2a00:23c4:f90:bc00:baee:eff:fefb:e669 (valid time = 2026291200 / preferred time = 2026291200)
11:46:28, 27 Jan.,BR_LAN: Allocated prefix = 2a00:23c4:f90:bc00::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:46:28, 27 Jan.,ppp1: Allocated prefix = 2a00:23c4:f90:bc01::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:46:28, 27 Jan.,ppp1: Allocated prefix = 2a00:23c4:f90:bc00::/56 (valid time = 2026291200 / preferred time = 2026291200)
11:46:28, 27 Jan.,ppp1: Allocated address = 2a00:23c4:f90:bc01:baee:eff:fefb:e667 (valid time = 2026291200 / preferred time = 2026291200)
11:46:28, 27 Jan.,ppp1: Allocated prefix = 2a00:23c4:f90:bc01::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:46:28, 27 Jan.,BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1
11:46:28, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is active
11:46:27, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is inactive
11:46:27, 27 Jan.,BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
11:46:27, 27 Jan.,BR_LAN: Allocated prefix = 2a00:23c4:f90:bc00::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:46:27, 27 Jan.,BR_LAN: Allocated address = 2a00:23c4:f90:bc00:baee:eff:fefb:e669 (valid time = 2026291200 / preferred time = 2026291200)
11:46:27, 27 Jan.,BR_LAN: Allocated prefix = 2a00:23c4:f90:bc00::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:46:27, 27 Jan.,ppp1: Allocated prefix = 2a00:23c4:f90:bc01::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:46:27, 27 Jan.,ppp1: Allocated prefix = 2a00:23c4:f90:bc00::/56 (valid time = 2026291200 / preferred time = 2026291200)
11:46:27, 27 Jan.,ppp1: Allocated address = 2a00:23c4:f90:bc01:baee:eff:fefb:e667 (valid time = 2026291200 / preferred time = 2026291200)
11:46:27, 27 Jan.,ppp1: Allocated prefix = 2a00:23c4:f90:bc01::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:46:27, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is active
11:46:27, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is inactive
11:46:27, 27 Jan.,BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
11:46:27, 27 Jan.,BR_LAN: Allocated prefix = 2a00:23c4:f90:bc00::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:46:27, 27 Jan.,BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
11:46:27, 27 Jan.,BR_LAN: Revoked prefix = 2a00:23c4:f90:bc00::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:46:27, 27 Jan.,BR_LAN: Allocated address = 2a00:23c4:f90:bc00:baee:eff:fefb:e669 (valid time = 2026291200 / preferred time = 2026291200)
11:46:27, 27 Jan.,BR_LAN: Allocated prefix = 2a00:23c4:f90:bc00::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:46:27, 27 Jan.,ppp1: Allocated prefix = 2a00:23c4:f90:bc01::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:46:26, 27 Jan.,ppp1: Allocated prefix = 2a00:23c4:f90:bc00::/56 (valid time = 2026291200 / preferred time = 2026291200)
11:46:26, 27 Jan.,ppp1: Allocated address = 2a00:23c4:f90:bc01:baee:eff:fefb:e667 (valid time = 2026291200 / preferred time = 2026291200)
11:46:26, 27 Jan.,ppp1: Allocated prefix = 2a00:23c4:f90:bc01::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:46:26, 27 Jan.,ppp1: Allocated prefix = 2a00:23c4:f90:bc00::/56 (valid time = 2026291200 / preferred time = 2026291200)
11:46:26, 27 Jan.,ppp1: Allocated prefix = 2a00:23c4:f90:bc00::/56 (valid time = 2026291200 / preferred time = 2026291200)
11:46:25, 27 Jan.,ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36
11:46:25, 27 Jan.,ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36
11:46:25, 27 Jan.,ppp1:WAN DHCPv6 Mode : Statefull
11:46:24, 27 Jan.,ppp1:WAN Router Discovery Setting Updated : M_flag = 1, O_flag = 0
11:46:24, 27 Jan.,:WAN: SENSING AUTO VDSL 
11:46:24, 27 Jan.,ppp1:New DYN ROUTE is added [81.139.57.100/32 gw 172.16.19.8]
11:46:24, 27 Jan.,ppp1:New DYN ROUTE is added [81.139.56.100/32 gw 172.16.19.8]
11:46:23, 27 Jan.,ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36
11:46:23, 27 Jan.,BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
11:46:23, 27 Jan.,ppp1:PPP: PPP INFO 81.139.56.100,81.139.57.100
11:46:23, 27 Jan.,BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
11:46:23, 27 Jan.,ppp1:PPP: PPP INFO 
11:46:23, 27 Jan.,ppp:PPP: IPCP_NAK
11:46:23, 27 Jan.,ppp:PPP: CHAP_SUCCESS
11:46:23, 27 Jan.,ppp:PPP: CHAP_RESPONSE 
11:46:23, 27 Jan.,ppp:PPP: LCP_GOOD_ACK 
11:46:23, 27 Jan.,ppp:PPP: LCP_REQUEST 
11:46:23, 27 Jan.,:PPPoE error: timeout
11:46:06, 27 Jan.,:PPPoE error: timeout
11:45:58, 27 Jan.,:PPPoE error: timeout
11:45:54, 27 Jan.,:PPPoE error: timeout
11:45:48, 27 Jan.,ptm0.101:VLAN VLAN_DATA connected
11:45:48, 27 Jan.,:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
11:45:48, 27 Jan.,:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
11:45:48, 27 Jan.,dsl:VDSL link Up: Down Rate=45882Kbps, Up Rate=6767Kbps, SNR Margin Down=0.00dB, SNR Margin Up=5.00dB
11:41:13, 27 Jan.,:VLAN VLAN_DATA disconnected
11:41:11, 27 Jan.,dsl:VDSL Link Down: duration was 14 seconds
11:41:08, 27 Jan.,:PPPoE error: timeout
11:41:04, 27 Jan.,:PPPoE error: timeout
11:40:57, 27 Jan.,ptm0.101:VLAN VLAN_DATA connected
11:40:57, 27 Jan.,:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
11:40:57, 27 Jan.,:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
11:40:57, 27 Jan.,dsl:VDSL link Up: Down Rate=50017Kbps, Up Rate=3529Kbps, SNR Margin Down=0.00dB, SNR Margin Up=5.00dB
11:40:06, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is active
11:40:06, 27 Jan.,BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1
11:40:06, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is inactive
11:40:05, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is active
11:40:05, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is inactive
11:40:05, 27 Jan.,BR_LAN: Revoked address = 2a00:23c4:f90:bc00:baee:eff:fefb:e669 (valid time = 0 / preferred time = 0)
11:40:05, 27 Jan.,BR_LAN: Revoked prefix = 2a00:23c4:f90:bc00::/64 (valid time = 0 / preferred time = 0)
11:40:05, 27 Jan.,BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
11:40:05, 27 Jan.,BR_LAN: Revoked prefix = 2a00:23c4:f90:bc00::/64 (valid time = 0 / preferred time = 0)
11:40:05, 27 Jan.,: Revoked address = 2a00:23c4:f90:bc01:baee:eff:fefb:e667 (valid time = 0 / preferred time = 0)
11:40:05, 27 Jan.,: Revoked prefix = 2a00:23c4:f90:bc01::/64 (valid time = 0 / preferred time = 0)
11:40:05, 27 Jan.,: Revoked prefix = 2a00:23c4:f90:bc00::/56 (valid time = 0 / preferred time = 0)
11:40:05, 27 Jan.,: Revoked prefix = 2a00:23c4:f90:bc01::/64 (valid time = 0 / preferred time = 0)
11:40:05, 27 Jan.,: Revoked prefix = 2a00:23c4:f90:bc00::/56 (valid time = 0 / preferred time = 0)
11:40:05, 27 Jan.,: Allocated prefix = 2a00:23c4:f90:bc00::/56 (valid time = 0 / preferred time = 0)
11:39:55, 27 Jan.,wl1:Device <hidden> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
11:39:26, 27 Jan.,wl1:Device <hidden> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
11:39:22, 27 Jan.,wl1:IGMP leave received for group 239.2.0.252 on interface wl1
11:39:22, 27 Jan.,wl1:IGMP group 239.2.0.252 on interface wl1 ended by 192.168.1.64
11:39:22, 27 Jan.,wl1:IGMP leave received for group 239.2.0.252 on interface wl1
11:39:20, 27 Jan.,wl1:IGMP join received for group 239.2.0.252 on interface wl1
11:39:20, 27 Jan.,wl1:IGMP group 239.2.0.252 on interface wl1 started by 192.168.1.64
11:39:20, 27 Jan.,wl1:IGMP group 239.2.0.252 on interface wl1 by 192.168.1.64 requested
11:39:20, 27 Jan.,wl1:IGMP join received for group 239.2.0.252 on interface wl1
11:39:05, 27 Jan.,:HTTP UserAdmin login from 192.168.1.76 successfully
11:37:37, 27 Jan.,:HTTP UserAdmin login from 192.168.1.76 successfully
11:37:07, 27 Jan.,:HTTP UserBasic login from 192.168.1.76 successfully
11:37:07, 27 Jan.,:HTTP UserBasic login from 192.168.1.76 successfully
11:37:06, 27 Jan.,:HTTP UserBasic login from 192.168.1.76 successfully
11:36:06, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is active
11:36:05, 27 Jan.,BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1
11:36:05, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is inactive
11:36:05, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is active
11:36:05, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is inactive
11:36:05, 27 Jan.,BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
11:36:05, 27 Jan.,BR_LAN: Revoked prefix = 2a00:23c4:f90:bc00::/64 (valid time = 240000000 / preferred time = 0)
11:36:05, 27 Jan.,: Revoked prefix = 2a00:23c4:f90:bc01::/64 (valid time = 240000000 / preferred time = 0)
11:36:05, 27 Jan.,: Revoked prefix = 2a00:23c4:f90:bc00::/56 (valid time = 240000000 / preferred time = 0)
11:36:05, 27 Jan.,: Allocated prefix = 2a00:23c4:f90:bc00::/56 (valid time = 240000000 / preferred time = 0)
11:35:17, 27 Jan.,:HTTP UserBasic login from 192.168.1.76 successfully
11:35:15, 27 Jan.,:HTTP UserBasic login from 192.168.1.76 successfully
11:35:15, 27 Jan.,:HTTP UserBasic login from 192.168.1.76 successfully
11:35:14, 27 Jan.,:HTTP UserBasic login from 192.168.1.76 successfully
11:35:14, 27 Jan.,:HTTP UserBasic login from 192.168.1.76 successfully
11:35:14, 27 Jan.,:HTTP UserBasic login from 192.168.1.76 successfully
11:35:13, 27 Jan.,:HTTP UserBasic login from 192.168.1.76 successfully
11:35:13, 27 Jan.,:HTTP UserBasic login from 192.168.1.76 successfully
11:35:11, 27 Jan.,:HTTP UserBasic login from 192.168.1.76 successfully
11:35:09, 27 Jan.,:VLAN VLAN_DATA disconnected
11:35:07, 27 Jan.,ppp1:The DYN ROUTE [81.139.57.100/32 gw 172.16.19.8] is deleted
11:35:07, 27 Jan.,ppp1:The DYN ROUTE [81.139.56.100/32 gw 172.16.19.8] is deleted
11:35:07, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is active
11:35:07, 27 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
11:35:07, 27 Jan.,ppp1:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
11:35:06, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is inactive
11:35:06, 27 Jan.,:HTTP UserBasic login from 192.168.1.76 successfully
11:35:06, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is active
11:35:06, 27 Jan.,BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1
11:35:05, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is inactive
11:35:05, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is active
11:35:05, 27 Jan.,ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36
11:35:05, 27 Jan.,BR_LAN:The LAN DHCPv6 Server is inactive
11:35:05, 27 Jan.,BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
11:35:05, 27 Jan.,BR_LAN: Revoked prefix = 2a00:23c4:f90:bc00::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:35:05, 27 Jan.,ppp1: Revoked prefix = 2a00:23c4:f90:bc01::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:35:05, 27 Jan.,ppp1: Revoked prefix = 2a00:23c4:f90:bc00::/56 (valid time = 2026291200 / preferred time = 2026291200)
11:35:04, 27 Jan.,dsl:VDSL Link Down: duration was 31997 seconds

 

Given that two engineers haven't found any faults in my house and a replacement router hasn't made a difference, does anyone have an idea of what coule be happening here?

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7 REPLIES 7
Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: Broadband connection drops intermittently

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@barr1 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

If you do not have a phone connected, then please read this.

Why do you need phone connected to your line?

If the phone line is noisy or has a high resistance connection, then that will affect your broadband.

The lack of any current flowing through the wires due to the lack of a phone providing an occasional loop, causes oxidisation at any joints which causes the line resistance to increase. This does not show up on a normal line test.

With Private Circuits it is common practice to allow a small "DC Wetting" current to flow through the line to prevent this problem.

https://en.wikipedia.org/wiki/Wetting_current

There are quite a few people that do not plug a house phone in to check dial tone every so often. This can cause issues with broadband. Also, if one wire has become disconnected (quite common), then that will cause no broadband,  constant disconnections, or a very low speed.

The solution is to get hold of a cheap (less than £10) wired phone, and plug it into the phone socket to see if you get dial tone.

Then dial 17070 (free call)  and select option 2, quiet line test, and see if there is any noise on the line.

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

You may find that the very act of plugging a phone in, and getting dial tone, fixes your broadband, as it breaks down any corrosion.

Distinguished Sage
Distinguished Sage
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Message 3 of 8

Re: Broadband connection drops intermittently

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can you post hub stats  advanced settings then technical log information

enter phone number and post results  remember delete phone number  https://www.dslchecker.bt.com/adsl/adslchecker.welcome



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barr1
Beginner
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Message 4 of 8

Re: Broadband connection drops intermittently

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Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

 HighLowHighLow    
VDSL Range A (Clean)46.532.18.9627.4AvailableAvailable-- 
VDSL Range B (Impacted)44.927.48.85.522.4AvailableAvailable-- 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTP Availability Date

 

 

FTTP on Demand33030--Available---- 

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

 

Left in Jumper

WBC ADSL 2+Up to 4.5--3.5 to 8Available---- 
WBC ADSL 2+ Annex MUp to 4.5Up to 13.5 to 8Available---- 
ADSL MaxUp to 3.5--2.5 to 7Available---- 
WBC Fixed Rate2 ----Available---- 
Fixed Rate2 ----Available---- 

Observed Speeds

VDSL

Max Observed Downstream Speed (Mbps)16.79     
Max Upstream Observed Speed (Mbps)7.44     
Observed Date2020-01-27     

Other Offerings

 

 

 

Availability Date

 

 

VDSL Multicast------Available---- 
ADSL Multicast------Available---- 

Premise environment

Status

Bridge TapU      
VRIN      
NTEFaceplateN      
Last Test Date09-01-2020      
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Sage
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Message 5 of 8

Re: Broadband connection drops intermittently

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Hub stats?

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barr1
Beginner
221 Views
Message 6 of 8

Re: Broadband connection drops intermittently

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Product name:

BT Hub 6A

Serial number:

<removed>

Firmware version:

SG4B1000E01E

Firmware updated:

21-Oct-2019

Board version:

1.0

Gui version:

1.105.0

DSL uptime:

0 Days, 4 Hours 3 Minutes 37 Seconds

Data rate:

6.77 Mbps / 46.46 Mbps

Maximum data rate:

6881 / 48910

Noise margin:

7.4 dB / 5.8 dB

Line attenuation:

23.2 dB

Signal attenuation:

0 dB / 23.2 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

285 MB Uploaded / 815 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BS5G

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BS5G__5GHz

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

<removed>

Software variant:

-

Boot loader:

7.33.1

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barr1
Beginner
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Message 7 of 8

Re: Broadband connection drops intermittently

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Apologies for the delay in replying but I didn't have a phone to test this with. I bought a cheap corded phone (BT Duet 210) and tried this. I plugged it into the master socket and it made the router flash orange before I could even get to dial the number for the quiet line test. There is lots of interference on the line almost like a bad radio signal. Just to humour msyelf, I did try the quiet line test with the phone on mute and head lots of popping and crackling on the line. I then took the faceplate off and plugged the phone directly into the test socket and ithad the same issue.

It looks like this is probably the issue so I can call BT and report the fault with the phone line as per your suggestion - thank you. The one thing I wanted to ask is that I've had an engineer out twice to my house and each time he has been testing things on the master socket but said he couldn't find a fault. Any idea why that would be? Is it a different type of test they are running?

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Distinguished Sage
Distinguished Sage
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Message 8 of 8

Re: Broadband connection drops intermittently

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The BT line test cannot detect this type of fault.

 

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