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big_bill
Newbie
223 Views
Message 1 of 6

Constaint disconnects

My fibre connection has been constantly disconnecting multiple times a day, at times it can take up to 30-40 mins to actually sync backup after one and stay stable. Its really annoying as I work from home, I would prefer slower internet speeds if it meant I had a stable connection. 

I phoned BT the other day about it and they said they could not see any issues but "refreshed" the line and it should be sorted - it made no difference.

I have the BT Home Hub (less than 2 months old) connected directly into the master socket with a filter, there is no extensions and no phone connected. I have also taken off the front panel and plugged it directly into the test socket, this made no difference. Today has actually been good as the connection didn't drop for about 24 hours, its normal to drop about 3 times a day.  

Does anyone know what else I can try? 

Homehub Event Log Sample

 

 

20:46:54, 18 Jan.,:VLAN VLAN_DATA disconnected
20:46:52, 18 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
20:46:52, 18 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
20:46:50, 18 Jan.,dsl:VDSL Link Down: duration was 128 seconds
20:45:18, 18 Jan.,:WAN: SENSING AUTO VDSL
20:45:17, 18 Jan.,ppp1:PPP: PPP INFO <IP Removed>
20:45:17, 18 Jan.,ppp1:PPP: PPP INFO
20:45:17, 18 Jan.,ppp:PPP: IPCP_NAK
20:45:17, 18 Jan.,ppp:PPP: CHAP_SUCCESS
20:45:17, 18 Jan.,ppp:PPP: CHAP_RESPONSE
20:45:17, 18 Jan.,ppp:PPP: LCP_GOOD_ACK
20:45:17, 18 Jan.,ppp:PPP: LCP_REQUEST
20:45:17, 18 Jan.,:PPPoE error: timeout
20:45:01, 18 Jan.,:PPPoE error: timeout
20:44:53, 18 Jan.,:PPPoE error: timeout
20:44:49, 18 Jan.,:PPPoE error: timeout
20:44:42, 18 Jan.,ptm0.101:VLAN VLAN_DATA connected
20:44:42, 18 Jan.,:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
20:44:42, 18 Jan.,:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
20:44:42, 18 Jan.,dsl:VDSL link Up: Down Rate=31339Kbps, Up Rate=5527Kbps, SNR Margin Down=0.00dB, SNR Margin Up=3.00dB
20:38:52, 18 Jan.,:VLAN VLAN_DATA disconnected
20:38:50, 18 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
20:38:50, 18 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
20:38:49, 18 Jan.,dsl:VDSL Link Down: duration was 90142 seconds
17:46:30, 17 Jan.,:WAN: SENSING AUTO VDSL
17:46:29, 17 Jan.,ppp1:PPP: PPP INFO <IP Removed>
17:46:29, 17 Jan.,ppp1:PPP: PPP INFO
17:46:29, 17 Jan.,ppp:PPP: IPCP_NAK
17:46:29, 17 Jan.,ppp:PPP: CHAP_SUCCESS
17:46:29, 17 Jan.,ppp:PPP: CHAP_RESPONSE
17:46:29, 17 Jan.,ppp:PPP: LCP_GOOD_ACK
17:46:29, 17 Jan.,ppp:PPP: LCP_REQUEST
17:46:29, 17 Jan.,:PPPoE error: timeout
17:46:13, 17 Jan.,:PPPoE error: timeout
17:46:05, 17 Jan.,:PPPoE error: timeout
17:46:00, 17 Jan.,:PPPoE error: timeout
17:45:54, 17 Jan.,ptm0.101:VLAN VLAN_DATA connected
17:45:54, 17 Jan.,:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
17:45:54, 17 Jan.,:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
17:45:54, 17 Jan.,dsl:VDSL link Up: Down Rate=30941Kbps, Up Rate=5402Kbps, SNR Margin Down=0.00dB, SNR Margin Up=3.00dB
17:43:34, 17 Jan.,:VLAN VLAN_DATA disconnected
17:43:32, 17 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
17:43:32, 17 Jan.,ppp1:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
17:43:30, 17 Jan.,dsl:VDSL Link Down: duration was 229 seconds
17:40:17, 17 Jan.,:WAN: SENSING AUTO VDSL
17:40:17, 17 Jan.,ppp1:PPP: PPP INFO <IP Removed>
17:40:16, 17 Jan.,ppp1:PPP: PPP INFO
17:40:16, 17 Jan.,ppp:PPP: IPCP_NAK
17:40:16, 17 Jan.,ppp:PPP: CHAP_SUCCESS
17:40:16, 17 Jan.,ppp:PPP: CHAP_RESPONSE
17:40:16, 17 Jan.,ppp:PPP: LCP_GOOD_ACK
17:40:16, 17 Jan.,ppp:PPP: LCP_REQUEST
17:40:16, 17 Jan.,:PPPoE error: timeout
17:40:00, 17 Jan.,:PPPoE error: timeout
17:39:52, 17 Jan.,:PPPoE error: timeout
17:39:48, 17 Jan.,:PPPoE error: timeout
17:39:42, 17 Jan.,ptm0.101:VLAN VLAN_DATA connected
17:39:41, 17 Jan.,:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
17:39:41, 17 Jan.,:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
17:39:41, 17 Jan.,dsl:VDSL link Up: Down Rate=30727Kbps, Up Rate=5402Kbps, SNR Margin Down=0.00dB, SNR Margin Up=3.00dB
17:36:11, 17 Jan.,:VLAN VLAN_DATA disconnected
17:36:09, 17 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
17:36:09, 17 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
17:36:07, 17 Jan.,dsl:VDSL Link Down: duration was 68 seconds
17:25:43, 17 Jan.,:WAN: SENSING AUTO VDSL
17:25:42, 17 Jan.,ppp1:PPP: PPP INFO <IP Removed>
17:25:42, 17 Jan.,ppp1:PPP: PPP INFO
17:25:42, 17 Jan.,ppp:PPP: IPCP_NAK
17:25:42, 17 Jan.,ppp:PPP: CHAP_SUCCESS
17:25:42, 17 Jan.,ppp:PPP: CHAP_RESPONSE
17:25:42, 17 Jan.,ppp:PPP: LCP_GOOD_ACK
17:25:42, 17 Jan.,ppp:PPP: LCP_REQUEST
17:25:42, 17 Jan.,:PPPoE error: timeout
17:25:26, 17 Jan.,:PPPoE error: timeout
17:25:18, 17 Jan.,:PPPoE error: timeout
17:25:14, 17 Jan.,:PPPoE error: timeout
17:25:07, 17 Jan.,ptm0.101:VLAN VLAN_DATA connected
17:25:07, 17 Jan.,:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
17:25:07, 17 Jan.,:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
17:25:07, 17 Jan.,dsl:VDSL link Up: Down Rate=31186Kbps, Up Rate=5420Kbps, SNR Margin Down=0.00dB, SNR Margin Up=3.00dB
17:17:02, 17 Jan.,:VLAN VLAN_DATA disconnected
17:17:01, 17 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
17:17:01, 17 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
17:16:59, 17 Jan.,dsl:VDSL Link Down: duration was 606 seconds
17:07:29, 17 Jan.,:WAN: SENSING AUTO VDSL
17:07:29, 17 Jan.,ppp1:PPP: PPP INFO <IP Removed>
17:07:28, 17 Jan.,ppp1:PPP: PPP INFO
17:07:28, 17 Jan.,ppp:PPP: IPCP_NAK
17:07:28, 17 Jan.,ppp:PPP: CHAP_SUCCESS
17:07:28, 17 Jan.,ppp:PPP: CHAP_RESPONSE
17:07:28, 17 Jan.,ppp:PPP: LCP_GOOD_ACK
17:07:28, 17 Jan.,ppp:PPP: LCP_REQUEST
17:07:28, 17 Jan.,:PPPoE error: timeout
17:07:12, 17 Jan.,:PPPoE error: timeout
17:07:04, 17 Jan.,:PPPoE error: timeout
17:07:00, 17 Jan.,:PPPoE error: timeout
17:06:53, 17 Jan.,ptm0.101:VLAN VLAN_DATA connected
17:06:53, 17 Jan.,:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
17:06:53, 17 Jan.,:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
17:06:53, 17 Jan.,dsl:VDSL link Up: Down Rate=31033Kbps, Up Rate=5413Kbps, SNR Margin Down=0.00dB, SNR Margin Up=3.00dB
18:03:55, 16 Jan.,:WAN: SENSING AUTO VDSL
18:03:54, 16 Jan.,ppp1:PPP: PPP INFO <IP Removed>
18:03:54, 16 Jan.,ppp1:PPP: PPP INFO
18:03:54, 16 Jan.,ppp:PPP: IPCP_NAK
18:03:54, 16 Jan.,ppp:PPP: CHAP_SUCCESS
18:03:54, 16 Jan.,ppp:PPP: CHAP_RESPONSE
18:03:54, 16 Jan.,ppp:PPP: LCP_GOOD_ACK
18:03:54, 16 Jan.,ppp:PPP: LCP_REQUEST
18:03:54, 16 Jan.,:PPPoE error: timeout
18:03:38, 16 Jan.,:PPPoE error: timeout
18:03:30, 16 Jan.,:PPPoE error: timeout
18:03:26, 16 Jan.,:PPPoE error: timeout
18:03:19, 16 Jan.,ptm0.101:VLAN VLAN_DATA connected
18:03:19, 16 Jan.,:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
18:03:19, 16 Jan.,:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
18:03:19, 16 Jan.,dsl:VDSL link Up: Down Rate=31195Kbps, Up Rate=5463Kbps, SNR Margin Down=0.00dB, SNR Margin Up=3.00dB
18:00:32, 16 Jan.,:VLAN VLAN_DATA disconnected
18:00:31, 16 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
18:00:31, 16 Jan.,ppp1:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
18:00:29, 16 Jan.,dsl:VDSL Link Down: duration was 492 seconds
17:52:52, 16 Jan.,:WAN: SENSING AUTO VDSL
17:52:52, 16 Jan.,ppp1:PPP: PPP INFO <IP Removed>
17:52:52, 16 Jan.,ppp1:PPP: PPP INFO
17:52:52, 16 Jan.,ppp:PPP: IPCP_NAK
17:52:52, 16 Jan.,ppp:PPP: CHAP_SUCCESS
17:52:52, 16 Jan.,ppp:PPP: CHAP_RESPONSE
17:52:52, 16 Jan.,ppp:PPP: LCP_GOOD_ACK
17:52:52, 16 Jan.,ppp:PPP: LCP_REQUEST
17:52:52, 16 Jan.,:PPPoE error: timeout
17:52:35, 16 Jan.,:PPPoE error: timeout
17:52:27, 16 Jan.,:PPPoE error: timeout
17:52:23, 16 Jan.,:PPPoE error: timeout
17:52:17, 16 Jan.,ptm0.101:VLAN VLAN_DATA connected
17:52:17, 16 Jan.,:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
17:52:17, 16 Jan.,:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
17:52:17, 16 Jan.,dsl:VDSL link Up: Down Rate=31523Kbps, Up Rate=5451Kbps, SNR Margin Down=0.00dB, SNR Margin Up=3.00dB
17:47:49, 16 Jan.,:VLAN VLAN_DATA disconnected
17:47:47, 16 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
17:47:47, 16 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
17:47:45, 16 Jan.,dsl:VDSL Link Down: duration was 57 seconds
17:39:51, 16 Jan.,:VLAN VLAN_DATA disconnected
17:39:49, 16 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
17:39:49, 16 Jan.,ppp1:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
17:39:47, 16 Jan.,dsl:VDSL Link Down: duration was 223 seconds
17:36:40, 16 Jan.,:WAN: SENSING AUTO VDSL
17:36:40, 16 Jan.,ppp1:PPP: PPP INFO <IP Removed>
17:36:39, 16 Jan.,ppp1:PPP: PPP INFO
17:36:39, 16 Jan.,ppp:PPP: IPCP_NAK
17:36:39, 16 Jan.,ppp:PPP: CHAP_SUCCESS
17:36:39, 16 Jan.,ppp:PPP: CHAP_RESPONSE
17:36:39, 16 Jan.,ppp:PPP: LCP_GOOD_ACK
17:36:39, 16 Jan.,ppp:PPP: LCP_REQUEST
17:36:39, 16 Jan.,:PPPoE error: timeout
17:36:23, 16 Jan.,:PPPoE error: timeout
17:36:15, 16 Jan.,:PPPoE error: timeout
17:36:11, 16 Jan.,:PPPoE error: timeout
17:36:04, 16 Jan.,ptm0.101:VLAN VLAN_DATA connected
17:36:04, 16 Jan.,:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
17:36:04, 16 Jan.,:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
17:36:04, 16 Jan.,dsl:VDSL link Up: Down Rate=31195Kbps, Up Rate=5512Kbps, SNR Margin Down=0.00dB, SNR Margin Up=3.00dB
17:29:22, 16 Jan.,:VLAN VLAN_DATA disconnected
17:29:20, 16 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
17:29:20, 16 Jan.,ppp1:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
17:29:18, 16 Jan.,dsl:VDSL Link Down: duration was 71 seconds
17:28:44, 16 Jan.,:WAN: SENSING AUTO VDSL
17:28:43, 16 Jan.,ppp1:PPP: PPP INFO <IP Removed>
17:28:43, 16 Jan.,ppp1:PPP: PPP INFO
17:28:43, 16 Jan.,ppp:PPP: IPCP_NAK
17:28:42, 16 Jan.,ppp:PPP: CHAP_SUCCESS
17:28:42, 16 Jan.,ppp:PPP: CHAP_RESPONSE
17:28:42, 16 Jan.,ppp:PPP: LCP_GOOD_ACK
17:28:42, 16 Jan.,ppp:PPP: LCP_REQUEST
17:28:42, 16 Jan.,:PPPoE error: timeout
17:28:26, 16 Jan.,:PPPoE error: timeout
17:28:18, 16 Jan.,:PPPoE error: timeout
17:28:14, 16 Jan.,:PPPoE error: timeout
17:28:08, 16 Jan.,ptm0.101:VLAN VLAN_DATA connected
17:28:07, 16 Jan.,:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
17:28:07, 16 Jan.,:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
17:28:07, 16 Jan.,dsl:VDSL link Up: Down Rate=31195Kbps, Up Rate=5508Kbps, SNR Margin Down=0.00dB, SNR Margin Up=3.00dB
17:25:24, 16 Jan.,:VLAN VLAN_DATA disconnected
17:25:23, 16 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
17:25:22, 16 Jan.,:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
17:25:21, 16 Jan.,dsl:VDSL Link Down: duration was 195326 seconds

 

 

 

ADSL when connected Stats

 

 

 

Data rate: 5.52 Mbps / 32.28 Mbps
Maximum data rate: 5519 / 33321
Noise margin: 6.3 dB / 3.4 dB
Line attenuation: 27.5 dB
Signal attenuation: 0 dB / 27.5 dB

 

 

 

 

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5 REPLIES 5
Distinguished Sage
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Message 2 of 6

Re: Constaint disconnects

@big_bill 

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

You will need to test with a wired phone, as any noise on your phone line will cause disconnections.

 

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big_bill
Newbie
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Message 3 of 6

Re: Constaint disconnects

I really should of checked this, I don't actually have a phone in the house. I will pop out tomorrow and buy a cheap one somewhere so I can test it. 

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Distinguished Sage
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Message 4 of 6

Re: Constaint disconnects

Some information about this issue.

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.

big_bill
Newbie
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Message 5 of 6

Re: Constaint disconnects

Got myself a cheap phone today, there doesn't seem to to be noise on the line when trying 17070. I will see how it goes over the next few days I guess. Thanks for your help. 

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Distinguished Sage
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Message 6 of 6

Re: Constaint disconnects

Plugging your phone in, may have fixed the connection for now.

If you dial 17070, and select option 1 (ringback), then put the phone down and let it ring for about 20 seconds before picking it up, the 80V AC ringing supply is quite effective in breaking down any high resistance connections.

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