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Wesuvius
Aspiring Contributor
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Message 1 of 12

Connection drops repeatedly all day sometimes 15 mins apart

For the past few weeks our internet has been dropping repeatedly, the router reboots everytime after a drop, sometimes its only up for a few minutes before another drop occurs. Other times it'll be up for an hour usually it evens out at about 15 mins a drop. I've used the online troubleshooter more times than I can count and everytime it says its found a fault, a few days later i'll get a text saying the fault is cleared. The internet will run fine for a day or so before we again start encountering drops in services throughout the day until a fault is reported again.

I recently spoke with BT support who (as is standard these days) determined the fault was with the router and nothing else. Was told they would have a new one sent out and it would arrive by the 27th (yesterday) as of yet no router has turned up.

I can post the logs from our router showing the router going up and down over and over if needed. Its a Homehub5 (type A) running on version 4.7.5.1.83.8.236.1.2 connected to an SSFP socket. All cables are securely connected and work fine when the internet is up, all wired and wireless devices connect happily and will reach the internet when its up no problem. Have tried manual reboots of course, but these didn't help. Have also held the reset button for 30 seconds and let the router come back up but the problem persists.

Can anyone help out?

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11 REPLIES 11
Distinguished Sage
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Message 2 of 12

Re: Connection drops repeatedly all day sometimes 15 mins apart

can you post stats from your hh5 - troubleshooting then helpdesk 

can you try connecting to test socket with a filter and see if that stabilises your connection

can you try quiet line test  dial 17070 option2  should be quiet and best with corded phone



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Wesuvius
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Message 3 of 12

Re: Connection drops repeatedly all day sometimes 15 mins apart

1. Product name:BT Home Hub
2. Serial number:+076272+NQ34437955
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 02/07/17
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:06:16
6. Data rate:10579 / 51054
7. Maximum data rate:11122 / 44740
8. Noise margin:7.0 / 4.3
9. Line attenuation:9.7 / 12.8
10. Signal attenuation:11.1 / 12.9
11. Data sent/received:2.8 GB / 97.5 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-RJ8C
15. 2.4 GHz Wireless connections:Disabled
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:BTHub5-RJ8C
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:18:62:2c:45:47:fc
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
BT Home Hub 5 (Type A) | Software version 4.7.5.1.83.8.236.1.2 | Last updated 02/07/17
 
ADSL Filter: My master socket is split, as far as I'm aware I dont require an ADSL filter. I dont even think I have one laying around.
 
I dont have a landline phone (havent had since I moved in) as such cant run a quiet line test.
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Distinguished Sage
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Message 4 of 12

Re: Connection drops repeatedly all day sometimes 15 mins apart

the most basic test is for line noise using a corded phone as this is most common cause of dropping connection  using the test socket eliminates your internal wiring as causing the problem as should your internal wiring be the problem then you will get charged £129.99 for engineer visit  so an investment of £5 on a cheap corded phone could save you the callout fee

I would therefore connect to test socket with a filter, you would get one with hub, and see if that helps



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Wesuvius
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Message 5 of 12

Re: Connection drops repeatedly all day sometimes 15 mins apart

So I got hold of a cheap corded phone, I've done a few line noise tests, one this morning, during the afternoon and this evening and the line is quiet.

I've had the hub connected to the test socket with a filter since around 10am this morning, I've experienced 4 drops of internet connection throughout the day, with the first at 2:52pm then another at 3:30pm, 8:39pm, 8:55pm. Whilst connecting to the test socket has dropped the frequency of disconnects it still appears to be happening.

Each drop in the WAN event log is preceeded by "PPP LCP Send Termination Request [User request]" if that helps at all.

Also the firewall log is filled with "OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected:" and
IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state - if thats of any help.

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Distinguished Sage
Distinguished Sage
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Message 6 of 12

Re: Connection drops repeatedly all day sometimes 15 mins apart

If you in the test socket can you post new router stats see if any changes from previous stats

did you check that there is no dial tone at any extension socket whether in use or not while connected to test socket



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Wesuvius
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Message 7 of 12

Re: Connection drops repeatedly all day sometimes 15 mins apart

1. Product name:BT Home Hub
2. Serial number:+076272+NQ34437955
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 02/07/17
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 02:16:22
6. Data rate:9542 / 48940
7. Maximum data rate:28736 / 84649
8. Noise margin:19.6 / 15.9
9. Line attenuation:7.7 / 8.4
10. Signal attenuation:7.4 / 8.4
11. Data sent/received:765.9 MB / 24.8 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:No
14. 2.4 GHz Wireless network/SSID:BTHub5-RJ8C
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:BTHub5-RJ8C
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:18:62:2c:45:47:fc
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
BT Home Hub 5 (Type A) | Software version 4.7.5.1.83.8.236.1.2 | Last updated 02/07/17

 

The only changes that are jumping out at me are the noise ratio going up and line and signal att coming down - which I believe is how they should be? Ratio high and att's low ?

There's only one other socket up on the second floor and has no dial tone at current (still plugged into test socket)

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Wesuvius
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Message 8 of 12

Re: Connection drops repeatedly all day sometimes 15 mins apart

I'm still in the test socket and managed to get more than a full day of connection, however today I experienced another drop and now after that initial one we seem to be back to regular drops. The event log is showing a "waiting for underlying connection" message.

12:45:22, 01 Jul.(101061.510000) PPPoE is down after 16 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
12:27:27, 01 Jul.(99986.560000) PPPoE is down after 14 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
12:11:23, 01 Jul.(99022.030000) PPPoE is down after 10 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
11:58:42, 01 Jul.(98261.430000) PPPoE is down after 5 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
11:58:42, 01 Jul.(98261.430000) PPPoE is down after 5 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
11:51:27, 01 Jul.(97826.170000) PPPoE is down after 1628 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

 

 

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Distinguished Sage
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Message 9 of 12

Re: Connection drops repeatedly all day sometimes 15 mins apart

by connecting to the test socket look at the improvement in attainable speed, the higher mnoise margin and the far lower attenuation.  you have a problem with the master faceplate

staying in the test socket and line might recover if there is no noise on quiet line test



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Wesuvius
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Message 10 of 12

Re: Connection drops repeatedly all day sometimes 15 mins apart

Been a while since I replied I know, sorry.

In the test socket I was still getting drops.

BT sent a replacement homehub 5 to me and I sent my old one back to them however the drops still occured.  After getting in touch with BT again I was told there was a fault assigned a "personal UK based Expert" and that they'd get it fixed. - Sunday 8th July

An engineer turned up yesterday out of the blue, checked around inside the house and said he couldnt find anything wrong and that he would check the cabinet and he'd get the speed reset.

We managed to go the rest of the day without drops but with slow speed and now I'm home early today to find that I'm back to the internet dropping repeatedly. Even whilst typing this message the net has dropped 4 times. I can show this with the logs on my router, I am curious now as to whether BT can remotely access the router logs or not. All they'd have to do is look at the WAN log to see the number of drops.

Not entirely sure what to do from this point...

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