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Message 21 of 31

Re: Frequent disconnections - multiple times per day

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Hi @drewb,

Thanks for posting back and I'm sorry that your speed has went down again.

Send us over your details and we'll look at this again.  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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drewb
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Message 22 of 31

Re: Frequent disconnections - multiple times per day

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I filled in the form as requested.  Another 2Mbps reduction over the past 24 hours.

The latest drop out was triggered by:

( 16.340000) Boot reason: watchdog reset (cause: 0x0)

 

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, 00:36:49
6. Data rate:8084 / 38170
7. Maximum data rate:28416 / 73922
8. Noise margin:20.2 / 15.9
9. Line attenuation:19.7 / 16.0
10. Signal attenuation:19.7 / 16.1
11. Data sent/received:12.9 MB / 306.8 MB
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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drewb
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Message 23 of 31

Re: Frequent disconnections - multiple times per day

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A further 5Mbps reduction.

Information for Helpdesk agents
When contacting the BT Broadband helpdesk, the agent might ask you for details about your BT Home Hub. This page contains all of the information they are likely to request.
 
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, 13:07:20
6. Data rate:6880 / 33478
7. Maximum data rate:28580 / 73646
8. Noise margin:21.1 / 17.4
9. Line attenuation:19.7 / 16.0
10. Signal attenuation:19.6 / 16.1
11. Data sent/received:2.6 GB / 32.5 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
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Message 24 of 31

Re: Frequent disconnections - multiple times per day

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Hi @drewb,

I'm really sorry the fault with your connection has returned. I had been out of the office for a few days so please accept my apologies for the delay in getting back to you.

I've ran a few checks on your connection and it is picking up a fault. I've reported the fault through to our supplies and I should have an update for you in the next 24 hours.

Thanks

PaddyB

Community ModeratorPaddyB
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drewb
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Message 25 of 31

Re: Frequent disconnections - multiple times per day

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Hi Paddy,

I know its not ideal to mess around with the broadband connection due to DLM.  However, disconnections are so frequent (and frustrating) that I didnt think a quick trial would make much differnce to my sync speed.  I used a different router last night as I had on old unused Plusnet One router (HH5 B copy).   After some difficulty changing the username, once the Plusnet router authenticated, I had 5 hours of perfect connectivity.  The only issue was that the date/time in the router stats was incorrect as the NTP would not initialise (presumably Plusnet uses different DNS?).

Before going to bed, I reconnected the BT HH5 and the connection dropped multiple times in the first 30 minutes (around midnight), with further disconnections during the night.

Is it at all possible the home hub is at fault for some of the connectivity issues?  Would it be possible to have a replacement hub sent out as a precaution?

On further investigation of the router stats, most disconnections follow the sequence below.  Two sessions closed due to no reponse within about 30 seconds, followed by a successful connection on the third attempt around 2-4 minutes later.  This sequence occurs multiple times per day and always fails on the first two attempts.

Attempt 1

CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
CWMP: Initializing transaction for event code 4 VALUE CHANGE

Attempt 2

CWMP: session closed due to error: No response
CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
CWMP: session closed due to error: No response

Attempt 3

CWMP: session completed successfully
CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

Regards

Drew

 

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drewb
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Message 26 of 31

Re: Frequent disconnections - multiple times per day

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Hi,

Can a mod please contact me regarding a replacement router? Whilst this may not be the sole reason for drop outs, the Plusnet router (Home hub 5b equivalent) is much more stable. One dropout in 24 hours (instigated by Value change overnight) compared to hourly dropouts with supplied BT Home hub 5a. Thanks.
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Message 27 of 31

Re: Frequent disconnections - multiple times per day

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Hi @drewb,

I've placed an order for a replacement hub and this should be with you by Tuesday. I'll follow up with you again on Wednesday to see how the connection is performing.

Thanks

PaddyB

Community ModeratorPaddyB
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drewb
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Message 28 of 31

Re: Frequent disconnections - multiple times per day

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PaddyB,

Thanks for ordering the replacement hub, it might be Wednesday night before it is connected as I'll probably have to collect from local depot.  As you can see below, no drop out in connection using the Plusnet router.  As mentioned previously, NTP will not synchronise and the setting are locked so I can't fix this.

1. Product name:Plusnet Hub
2. Serial number:+081441+NQ74002464
3. Firmware version:Software version 4.7.5.1.83.8.237.2.2 Last updated Unknown
4. Board version:Plusnet Hub One
5. DSL uptime:1 days, 08:35:41
6. Data rate:4746 / 26159
7. Maximum data rate:27849 / 73295
8. Noise margin:23.3 / 19.8
9. Line attenuation:19.8 / 16.1
10. Signal attenuation:19.8 / 16.1
11. Data sent/received:6.4 GB / 20.4 GB
12. Broadband username:bthomehub@btbroadband.com
13. 2.4 GHz Wireless network/SSID:PLUSNET-C3GT
14. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 300 Mb/s))
15. 2.4 GHz Wireless security:WPA2
16. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:PLUSNET-C3GT
18. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:WPA2
20. 5 GHz Wireless channel:Automatic (Smart Wireless)
21. Firewall:Default
22. MAC Address:58:90:43:fb:2d:e9
23. Modulation:G.993.2 Annex B
24. Software variant:AA
25. Boot loader:1.0.0

 

 

 

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drewb
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Message 29 of 31

Re: Frequent disconnections - multiple times per day

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DLM has restored DLM to maximum after 2+ days with Plusnet router connected.  Still waiting for upload speed to improve.   Hopefully, new BT router will show similar level of stability.

1. Product name:Plusnet Hub
2. Serial number:+081441+NQ74002464
3. Firmware version:Software version 4.7.5.1.83.8.237.2.2 Last updated Unknown
4. Board version:Plusnet Hub One
5. DSL uptime:0 days, 14:41:26
6. Data rate:4746 / 52512
7. Maximum data rate:28058 / 73444
8. Noise margin:23.2 / 11.1
9. Line attenuation:19.8 / 16.1
10. Signal attenuation:19.8 / 16.1
11. Data sent/received:6.6 GB / 25.8 GB
12. Broadband username:bthomehub@btbroadband.com
13. 2.4 GHz Wireless network/SSID:PLUSNET-C3GT
14. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 300 Mb/s))
15. 2.4 GHz Wireless security:WPA2
16. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:PLUSNET-C3GT
18. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:WPA2
20. 5 GHz Wireless channel:Automatic (Smart Wireless)
21. Firewall:Default
22. MAC Address:58:90:43:fb:2d:e9
23. Modulation:G.993.2 Annex B
24. Software variant:AA
25. Boot loader:1.0.0

 

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Moderator
Moderator
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Message 30 of 31

Re: Frequent disconnections - multiple times per day

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Hi @drewb,

@PaddyB is out of the office until Monday so he asked that I called you to see how your connection has been performing. I left you a message to state that I had called on your mobile. I'm sorry that I missed you.

How has the new hub been performing for you? Do you need any other help from us?

Thanks

DanielS

Community ModeratorDannyS
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