cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Walton14
Beginner
374 Views
Message 1 of 17

Disconnecting multiple times per day for 3-14 seconds.

Hi All,

I had an engineer out on the 11th of may to investigate a slow connection issue, in doing so he swapped over my wiring? to my flat in the buildings basement. Since then I have been experiencing disconnections for 3-14 seconds multiple times per day. This is incredibly disruptive, especially when trying to work or game. This happens on wi-fi and ethernet. I have tried changing routers and ethernet cables.

The strange thing is the BT engineer came today at 3pm. (It's currently 11pm). They reverted the work they did on the 11th and had my internet offline for a while, which can be seen on the hub below.

Walton14_0-1623188713192.png

In between then and now I have disconnected four times which were not picked up by this Network uptime.

Walton14_1-1623188757003.png

Below is some examples showing my disconnections since the 11th.

Walton14_2-1623188797682.pngWalton14_3-1623188823973.png

Walton14_4-1623188839094.png

I spoke to a supervisor on live chat moments ago to be told there's nothing they can do about this issue. I was adamant that this issue was caused by them so can be fixed and have probably the same engineer coming back out tomorrow.

I can't go to any other broadband supplier as they all use the same copper line which is owned by BT...

I'm looking for any help at all. Please please help me get this issue sorted. Being on the PC all day for work and all night for personal this issue is really affecting me.

Thanks,

Walton

0 Ratings
Reply
16 REPLIES 16
Keith_Beddoe
Distinguished Sage
Distinguished Sage
354 Views
Message 2 of 17

Re: Disconnecting multiple times per day for 3-14 seconds.

@Walton14 

Its Openreach, not BT Retail, that visit.

Most providers use the Openreach network.

Which BT Home hub are you using, and are you using wired or wireless connections, as wireless is likely to suffer disconnections?

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

0 Ratings
Reply
Gary_C
Aspiring Expert
342 Views
Message 3 of 17

Re: Disconnecting multiple times per day for 3-14 seconds.

does the event log show things such as 'going down for a reboot' and TR069 at the time of the disconnections ?

 

Something like

 

( 16.130000) System start TR069
01:41:59, 10 Apr.
(172368.160000) PPP LCP Send Termination Request [User request]
01:41:57, 10 Apr.
(172366.420000) CWMP: session completed successfully
01:41:57, 10 Apr.
(172366.420000) The system is going DOWN for reboot.

 

If so, get a third party VDSL2 router which won't respond to these network requests

0 Ratings
Reply
Walton14
Beginner
320 Views
Message 4 of 17

Re: Disconnecting multiple times per day for 3-14 seconds.

As mentioned the issue occurs on wired and wireless. I am using a BT Smart hub 2 and have also tried a BT Smart hub 1. I can't do that test as I don't have a landline.
0 Ratings
Reply
Walton14
Beginner
319 Views
Message 5 of 17

Re: Disconnecting multiple times per day for 3-14 seconds.

Where would I find the event log?
0 Ratings
Reply
Gary_C
Aspiring Expert
300 Views
Message 6 of 17

Re: Disconnecting multiple times per day for 3-14 seconds.

You need to log into the hub and I think its behind the 'advanced settings' button (I dont use the hub to prevent the problems you might be having)
0 Ratings
Reply
Walton14
Beginner
281 Views
Message 7 of 17

Re: Disconnecting multiple times per day for 3-14 seconds.

So I had a disconnection at 02:05:05 seen here.

Walton14_0-1623249185723.png

Here is what it said on my router at the same time.

Walton14_1-1623250656636.png

 

0 Ratings
Reply
Gary_C
Aspiring Expert
264 Views
Message 8 of 17

Re: Disconnecting multiple times per day for 3-14 seconds.

what have you got plugged into ethernet port 1 ? it seems to be changing speed of its connection which might indicates a problem with whatever is plugged in there (it changes from 10 mbps to 1000 mbps)
0 Ratings
Reply
Walton14
Beginner
236 Views
Message 9 of 17

Re: Disconnecting multiple times per day for 3-14 seconds.

My personal PC that's been fine up until the 11th may.

0 Ratings
Reply
Gary_C
Aspiring Expert
218 Views
Message 10 of 17

Re: Disconnecting multiple times per day for 3-14 seconds.

From the log, there is an odd indication that the link was running at 10mbps then reconnected at 1000mpbs. Now it might be just because the hub rebooted, but worth trying the desktop on wifi if you can, or use a different cable.

Did all devices loose connection, did the hub show any lights

Are there no messages before that ? The ones we can see just look like things being reconnected, but we cant see what might have caused disconnection
0 Ratings
Reply