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blozza
Beginner
701 Views
Message 1 of 17

Connection keeps dropping, New service

Hi, I have been switched over today from SKY Broadband, never had an issue or connection drop in the 2-3 years I was with them.

 

I have been suffering drops in the connection today, I work from home so I notice when connectivity drops.  This morning and afternoon was about every 45 mins or so, now getting into the evening time it is every 15-20 mins.  I suspect a possible high resistance fault on the line?

 

I have tired a quiet line test using the 17070 service and seems clear to me.

 

The smart hub is connected to the master socket as is one corded phone.

 

FYI - when I suffer a period of no connectivity I can see from the status page on the router admin page it states; no service

 

I have tried rebooting the router and the issue still exists.

 

Please advise.

 

ta

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16 REPLIES 16
Distinguished Sage
Distinguished Sage
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Message 2 of 17

Re: Connection keeps dropping, New service

have you tried connecting to test socket with a filter and see if that helps

 

can you post stats from the hub - advanced settings then technical log

 

did you turn off smart setup?



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blozza
Beginner
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Message 3 of 17

Re: Connection keeps dropping, New service

connectionINFO.JPG

 

I'll try using the filter in the master socket as suggested, dosen't the master socket have a built in filter?  (My sky BB router was connected without the extra filer)

 

yep already turned smart setup off.

 

Thanks,

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Distinguished Sage
Distinguished Sage
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Message 4 of 17

Re: Connection keeps dropping, New service

if NTE5 style master thehn it is filtered but by connecting to the test socket with a filter it eliminates any internal wiring from causing a problem as well as eliminate faulty faceplate (although this is unlikely)

 

your stats connection speed/attainable speed look ok 



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blozza
Beginner
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Message 5 of 17

Re: Connection keeps dropping, New service

I'm now plugged into the test socket, I'll see how that performs.

 

That aside, face plate only appears to be connected by white/Blue Blue, is that correct?;

 

BTsock.JPG

 

 

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Sage
Sage
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Message 6 of 17

Re: Connection keeps dropping, New service

Wiring is correct. The 3rd wire that used to be connected was a bell wire.

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blozza
Beginner
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Message 7 of 17

Re: Connection keeps dropping, New service

I thought we had it becasue it stayed connected for 1h:45mins this time, but sadly not.

 

Not exaclty what I expect day 1, as I said never had an issue SKY, only switched over to get a BT Sport deal.

 

What is the esculation procedure to get this sorted out?;

 

 

 

BTnotconnect.JPG

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Distinguished Sage
Distinguished Sage
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Message 8 of 17

Re: Connection keeps dropping, New service

Phone customer services and get engineer visit



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blozza
Beginner
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Message 9 of 17

Re: Connection keeps dropping, New service

see log information at time of disconnect;

 

22:08:09, 13 Nov.

ptm0.101:VLAN VLAN_DATA connected

22:08:09, 13 Nov.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

22:08:09, 13 Nov.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

22:08:09, 13 Nov.

dsl:VDSL link Up: Down Rate=48117Kbps, Up Rate=13162Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

22:08:05, 13 Nov.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:95ca:c00:e477:c2a7:3177:86c7 is set active

22:07:59, 13 Nov.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:95ca:c00:141f:7f27:c0a5:1012 is set active

22:07:51, 13 Nov.

:VLAN VLAN_DATA disconnected

22:07:45, 13 Nov.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

22:07:45, 13 Nov.

BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1

22:07:45, 13 Nov.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

22:07:44, 13 Nov.

ppp1:The DYN ROUTE [81.139.57.100/32 gw ] is deleted

22:07:44, 13 Nov.

ppp1:The DYN ROUTE [81.139.56.100/32 gw ] is deleted

22:07:44, 13 Nov.

BR_LAN:LAN Neighbor Discovery : Host fe80::c45d:96f5:c640:3463 is set active

22:07:43, 13 Nov.

BR_LAN:LAN Neighbor Discovery : Host fe80::141f:7f27:c0a5:1012 is set active

22:07:43, 13 Nov.

BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1

22:07:43, 13 Nov.

ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36

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XRaySpeX
Recognised Expert
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Message 10 of 17

Re: Connection keeps dropping, New service


@blozza wrote:

face plate only appears to be connected by white/Blue Blue, is that correct?;


It is if you have another extension socket somewhere in the house. That's what using the test socket is eliminating. Do you use that other socket & does it have a dial-tone when master is is reassembled?

 

Before you do that can you post full router stats from the test socket?

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