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drewb
Contributor
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Message 1 of 31

Frequent disconnections - multiple times per day

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Since Thurday, I am experiencing multiple disconnection per day after downtime for a few hours on Thursday.  Sync speed is suffering as a result.

Silent line test appears to be ok although I'm using a cordless phone.

Disconnection still occur when connected to test socket.

Can anyone help?  Some log data below.

1. Product name:BT Home Hub
2. Serial number:+068343+NQ60325620
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 09/07/17
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:10:02
6. Data rate:5716 / 28682
7. Maximum data rate:13482 / 50137
8. Noise margin:8.3 / 12.7
9. Line attenuation:23.3 / 16.7
10. Signal attenuation:23.5 / 16.7
11. Data sent/received:-
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-TFQH
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-TFQH
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:90:72:82:74:d6:62
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0

 

14:24:01, 30 Sep.(50762.380000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
14:24:01, 30 Sep.(50762.370000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
14:24:01, 30 Sep.ath00: STA 6c:ad:f8:87:42:8f IEEE 802.11: Client disassociated
14:23:52, 30 Sep.(50753.790000) WAN operating mode is VDSL
14:23:52, 30 Sep.(50753.790000) Last WAN operating mode was VDSL
14:23:50, 30 Sep.(50752.260000) PPP IPCP Receive Configuration ACK
14:23:50, 30 Sep.(50752.140000) PPP IPCP Send Configuration Request
14:23:50, 30 Sep.(50752.120000) PPP IPCP Receive Configuration NAK
14:23:50, 30 Sep.(50752.120000) PPP IPCP Send Configuration ACK
14:23:50, 30 Sep.(50752.120000) PPP IPCP Receive Configuration Request
14:23:50, 30 Sep.(50751.870000) PPP IPCP Send Configuration Request
14:23:49, 30 Sep.(50750.620000) PPPoE is up -​ Down Rate=28682Kbps, Up Rate=5716Kbps; SNR Margin Down=12.7dB, Up=8.3dB
14:23:49, 30 Sep.(50750.610000) CHAP authentication successful
14:23:49, 30 Sep.(50750.530000) CHAP Receive Challenge
14:23:49, 30 Sep.(50750.440000) Starting CHAP authentication with peer
14:23:49, 30 Sep.(50750.440000) PPP LCP Receive Configuration ACK
14:23:48, 30 Sep.(50750.270000) PPP LCP Send Configuration Request
14:23:48, 30 Sep.(50750.270000) PPP LCP Receive Configuration Reject
14:23:48, 30 Sep.(50750.180000) PPP LCP Send Configuration ACK
14:23:48, 30 Sep.(50750.180000) PPP LCP Receive Configuration Request
14:23:48, 30 Sep.(50750.100000) PPP LCP Send Configuration Request
14:22:58, 30 Sep.(50699.650000) PTM over DSL is up
14:22:22, 30 Sep.(50664.340000) PTM over DSL is down after 0 minutes uptime
14:21:43, 30 Sep.(50624.860000) Admin login successful by 192.168.1.106 on HTTP
14:21:37, 30 Sep.(50619.040000) PTM over DSL is up
14:21:34, 30 Sep.(50615.630000) Admin login FAILED by 192.168.1.106 on HTTP
14:21:01, 30 Sep.(50582.770000) PTM over DSL is down after 0 minutes uptime
14:20:43, 30 Sep.(50564.510000) Device disconnected: Hostname: iPad-​2 IP: 192.168.1.76 MAC: cc:78:5f:f2:86:c1
14:20:42, 30 Sep.ath00: STA cc:78:5f:f2:86:c1 IEEE 802.11: Client disassociated
14:20:42, 30 Sep.ath00: STA cc:78:5f:f2:86:c1 IEEE 802.11: WiFi registration failed
14:20:36, 30 Sep.(50558.260000) New GUI session from IP 192.168.1.86
14:20:16, 30 Sep.(50538.100000) CWMP: session closed due to error: Could not resolve host
14:20:13, 30 Sep.(50535.070000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
14:20:13, 30 Sep.(50535.070000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
14:20:10, 30 Sep.(50532.230000) PTM over DSL is up
14:19:40, 30 Sep.(50501.680000) CWMP: session closed due to error: Could not resolve host
14:19:39, 30 Sep.(50501.290000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
14:19:39, 30 Sep.(50501.290000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
14:19:39, 30 Sep.(50500.660000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
14:19:36, 30 Sep.(50497.530000) PTM over DSL is down after 11 minutes uptime
14:19:36, 30 Sep.(50497.520000) PPPoE is down after 10 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
14:19:31, 30 Sep.(50493.310000) PPP LCP Send Termination Request [User request]
14:18:28, 30 Sep.ath10: STA cc:78:5f:f2:86:c1 IEEE 802.11: Client disassociated
 
 
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Distinguished Sage
Distinguished Sage
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Message 2 of 31

Re: Frequent disconnections - multiple times per day

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if you are using the test socket and quiet line test silent and disconnections still happening then you need to phone CS and get engineer visit



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drewb
Contributor
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Message 3 of 31

Re: Frequent disconnections - multiple times per day

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Problem disappeared just as quickly as it appeared.

 

However, sync speed is now well below minimum speed.  No downtime for 5 days.  How long does it take for DLM to kick in and increase speed back to normal levels.  I used to get are ound 45 Mb/s.  Maximum range used to be around 55 Mb/s.

1. Product name:BT Home Hub
2. Serial number:+068343+NQ60325620
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 09/07/17
4. Board version:BT Hub 5A
5. DSL uptime:5 days, 17:15:30
6. Data rate:4745 / 26159
7. Maximum data rate:13527 / 45014
8. Noise margin:13.1 / 11.9
9. Line attenuation:23.3 / 16.7
10. Signal attenuation:22.7 / 16.7
11. Data sent/received:389.3 MB / 16.2 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-TFQH
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-TFQH
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:90:72:82:74:d6:62
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0

 

 

Thanks

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B13blues
Aspiring Expert
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Message 4 of 31

Re: Frequent disconnections - multiple times per day

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About 10 days for DLM i believe

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Distinguished Sage
Distinguished Sage
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Message 5 of 31

Re: Frequent disconnections - multiple times per day

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have you checked to see if there is still noise on your line even though the disconnections have stopped?

after the disconnections problems you have had then DLM can take longer that 10 days which is the normal for initial bedding in not recovering from line problems



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drewb
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Message 6 of 31

Re: Frequent disconnections - multiple times per day

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On 26th October, I had an Openreach Engineer (Landline fault) but as the connection drop outs return every time it rains.  There obvious noise on the line during heavy rain.

Of course, it was  a beautiful sunny day when he came out and he could not find a problem.  He checked the local access points for the cabling to the house as most of it is underground but no issue with water ingress was found.  However, he did concede it wasn't an issue with my equipment as the router has been plugged into the test socket for 3+ weeks & the issue is only noticable when it rains.  I've tried different filters just to make sure it wasnt a faulty filter.  In fact, every time my connection drops, I check outside and its wet, even though I didnt realise it was raining.  He did concede it could be an issue between the fibre cabinet & the exchange (guesswork) but that is dealt with by a different Openreach department.

Since his visit, connection has dropped a few more times.  I must admit, I'm at a loss what to do next.  However, the DLM is slowly reducing our broadband speed to nothing.  The sync rate is now 17Mbps when it used to be around 45Mbps.

Any suggestions ?

1. Product name:BT Home Hub
2. Serial number:+068343+NQ60325620
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 09/07/17
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 14:41:55
6. Data rate:4746 / 17196
7. Maximum data rate:12890 / 47968
8. Noise margin:12.8 / 16.8
9. Line attenuation:24.0 / 16.8
10. Signal attenuation:23.3 / 16.6
11. Data sent/received:30.3 GB / 19.2 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-TFQH
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-TFQH
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:90:72:82:74:d6:62
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0

 

 

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Moderator
Moderator
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Message 7 of 31

Re: Frequent disconnections - multiple times per day

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Hi @drewb,

Thanks for your posts and welcome back!

Sorry for the problems you're having with your broadband connection dropping.  As this has been going on for some time now and you're no further forward you can send us over your details and we'll give you a hand from here.

Click on my username here >> RobbieMac << and you'll see our contact link underneath my profile picture.

Cheers,

Robbie

Community ModeratorRobbieMac
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B13blues
Aspiring Expert
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Message 8 of 31

Re: Frequent disconnections - multiple times per day

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When i first joined BT i had disconnections when it rained but it was nothing to do with water ingress. My fault was a wire that should've been trimmed was left and was touching another wire. Why the weather affected it is beyond me but it did.

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Moderator
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Message 9 of 31

Re: Frequent disconnections - multiple times per day

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Hi @drewb,

Thank you for sending in your details. I've ran a few checks on your connection and its picking up a fault on the line. I've reported this through to wholesale for investigation. I should have an update for you in the next 48 hours.

I'll get back in touch as soon as I know more.

Thanks

PaddyB

Community ModeratorPaddyB
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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drewb
Contributor
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Message 10 of 31

Re: Frequent disconnections - multiple times per day

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PaddyB,

That’s great news. I’m thankful a fault has finally been traced.


Regards
Drew
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