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bazza21
Contributor
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Message 1 of 13

Broadband disconnecting daily

I am a BT infinity customer - my broadband/internet connection is disconnecting very frequently. At least 1 to 2 times a day when I am at home in the evenings. Probably daytime too except I'm not home to monitor this.

I thought it was a router/modem issue so have bought HomeHub 6 but still disconnecting on a regular basis (light turns blinking orange - then constant orange - after a few mins turn to blue). Problem been going on for a few months and now getting fed up. Also contract is ending now with BT and not planning to renew.

I have tried the line test and there is no crackling.

What else can I do to solve this problem??

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12 REPLIES 12
bazza21
Contributor
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Message 2 of 13

Re: Broadband disconnecting daily

More information

 

Screen Shot 2019-05-13 at 23.13.27.pngScreen Shot 2019-05-13 at 23.21.22.pngScreen Shot 2019-05-13 at 23.23.10.pngScreen Shot 2019-05-13 at 23.23.20.png

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bazza21
Contributor
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Message 3 of 13

Re: Broadband disconnecting daily

Abbreviate technical log:

 

Screen Shot 2019-05-13 at 23.36.34.pngScreen Shot 2019-05-13 at 23.36.51.pngScreen Shot 2019-05-13 at 23.40.08.pngScreen Shot 2019-05-13 at 23.40.27.png

These are logs from today. I was disconnected around 21:03 and 22:54. Can anyone identify why and how to fix it please?

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pompey1898
Expert
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Message 4 of 13

Re: Broadband disconnecting daily

How were you able to post these at past 11pm tonight ?  Do you have a TARDIS ?

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Moderator
Moderator
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Message 5 of 13

Re: Broadband disconnecting daily

Good morning @bazza21 and welcome back.

It's been a while since your last visit, great to see you again. Sorry you're having problems with the connection dropping. Is your hub on an extension socket or in the master socket? Does anything else happen when the drops occur? Any electrical devices or heating pumps etc switching on? If you can give us as much detail as possible we'll try to help.

@pompey1898 I noticed that as well. It's been reported.

Cheers

David

Community ModeratorDaveM
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bazza21
Contributor
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Message 6 of 13

Re: Broadband disconnecting daily

Hub is connected to then master socket. Nothing else occurs when the connection dropout happens - it's connected to a homeplug and Sonos but I've had this set up for years, but the disconnections has been going on for the past few months. Were the logs helpful?

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Moderator
Moderator
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Message 7 of 13

Re: Broadband disconnecting daily

Hi @bazza21 I'll send you a Private Message with details on how you can get in contact with the mod team and we'll be happy to run some checks from our side to see if there are any issues on the line.  

Community ModeratorNeilO
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Community Manager
Community Manager
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Message 8 of 13

Re: Broadband disconnecting daily

Hi @bazza21 

@RobbieMac called a few times about this, sorry we keep missing you.

I can see that you are getting about one or two drops most days, however I wasn't able to find a fault with the service.

Can I just check the following please:

1) When the connection drops, is it down for a few minutes and then it comes back on itself, is this correct?

2) What kind of master socket do you have? (See https://bt.com/help/socket)

3) Is the Hub connected directly into the master socket?

4) Have you noticed any problems (e.g. noise, sound quality, etc) when using the phone?

5) Do you have any phone extensions, and if so is anything connected to them?

6) I see you mentioned the drops only seem to occur in the evenings. Do they tend to happen around the same time each evening (or within a particular timeframe e.g. between 7pm and 8pm)?

I'm sorry for all the questions, please get back to us when you get the chance.

Thanks

Community ModeratorStephanie
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bazza21
Contributor
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Message 9 of 13

Re: Broadband disconnecting daily

1) When the connection drops, is it down for a few minutes and then it comes back on itself, is this correct? Yes

2) What kind of master socket do you have? (See https://bt.com/help/socket) - master socket with two sockets

3) Is the Hub connected directly into the master socket? Yes

4) Have you noticed any problems (e.g. noise, sound quality, etc) when using the phone? Normal sound quality, no noise

5) Do you have any phone extensions, and if so is anything connected to them? No

6) I see you mentioned the drops only seem to occur in the evenings. Do they tend to happen around the same time each evening (or within a particular timeframe e.g. between 7pm and 8pm)? Now disconnecting daily around 2-3 am, same time, rather than 8pm.

Time and date

Message

Selected:  WAN  

03:44:09, 19 May.

:WAN: SENSING AUTO VDSL

03:43:53, 19 May.

ptm0.101:VLAN VLAN_DATA connected

03:43:52, 19 May.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

03:43:52, 19 May.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

03:43:52, 19 May.

dsl:VDSL link Up: Down Rate=70179Kbps, Up Rate=20000Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

03:43:28, 19 May.

:VLAN VLAN_DATA disconnected

03:43:22, 19 May.

dsl:VDSL Link Down: duration was 6798 seconds

01:50:27, 19 May.

:WAN: SENSING AUTO VDSL

01:50:06, 19 May.

ptm0.101:VLAN VLAN_DATA connected

01:50:06, 19 May.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

01:50:06, 19 May.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

01:50:06, 19 May.

dsl:VDSL link Up: Down Rate=70237Kbps, Up Rate=20000Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

01:49:43, 19 May.

:VLAN VLAN_DATA disconnected

01:49:38, 19 May.

dsl:VDSL Link Down: duration was 168014 seconds

03:10:11, 17 May.

:WAN: SENSING AUTO VDSL

03:09:25, 17 May.

ptm0.101:VLAN VLAN_DATA connected

03:09:25, 17 May.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

03:09:25, 17 May.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

03:09:25, 17 May.

dsl:VDSL link Up: Down Rate=70301Kbps, Up Rate=20000Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

03:09:18, 17 May.

:VLAN VLAN_DATA disconnected

03:08:56, 17 May.

dsl:VDSL Link Down: duration was 3077 seconds

02:18:10, 17 May.

:WAN: SENSING AUTO VDSL

02:17:43, 17 May.

ptm0.101:VLAN VLAN_DATA connected

02:17:42, 17 May.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

02:17:42, 17 May.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

02:17:40, 17 May.

dsl:VDSL link Up: Down Rate=70179Kbps, Up Rate=20000Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

02:17:28, 17 May.

:VLAN VLAN_DATA disconnected

02:17:07, 17 May.

dsl:VDSL Link Down: duration was 167122 seconds

03:52:14, 15 May.

:WAN: SENSING AUTO VDSL

03:51:45, 15 May.

ptm0.101:VLAN VLAN_DATA connected

03:51:45, 15 May.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

03:51:45, 15 May.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

03:51:45, 15 May.

dsl:VDSL link Up: Down Rate=70269Kbps, Up Rate=20000Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

03:51:24, 15 May.

:VLAN VLAN_DATA disconnected

03:51:18, 15 May.

dsl:VDSL Link Down: duration was 613 seconds

03:41:39, 15 May.

:WAN: SENSING AUTO VDSL

03:41:09, 15 May.

ptm0.101:VLAN VLAN_DATA connected

03:41:07, 15 May.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

03:41:07, 15 May.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

03:41:06, 15 May.

dsl:VDSL link Up: Down Rate=70147Kbps, Up Rate=20000Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

03:40:48, 15 May.

:VLAN VLAN_DATA disconnected

03:40:36, 15 May.

dsl:VDSL Link Down: duration was 27401 seconds

 

 

 

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Distinguished Sage
Distinguished Sage
131 Views
Message 10 of 13

Re: Broadband disconnecting daily

Interesting that with all the drops in connection your speed always remains about the same 



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