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fairview-neil
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Message 1 of 28

HH5 constantly restarting - "DSL Link Down" in error log

Ever since the "free" upgrade to higher Infinity speeds we have suffered with frequent restarts of our HH5.

I posted previously and the focus appeared to be on the SNR numbers but with a general concensus that the DLM would eventually sort it out.

Unfortunately this has not been the case and I am now resolved to sort this finally. My son is often "live streaming" his own channel whilst gaming and is very unhappy about the frequent crashes and wants me to change providers.

If anyone is interested in helping I'm happy to post additional stats, etc. To give some context, here are the latest entries in the log. I've calculated an average continuous uptime of 1.4 days since 20th March. The longest was just over 5 days and the shortest just over an hour.

20:01:52 24 Apr. DSL Link Down: duration was 2181 seconds
19:25:05 24 Apr. DSL Link Down: duration was 143841 seconds
03:27:18 23 Apr. DSL Link Down: duration was 34732 seconds
17:48:00 22 Apr. DSL Link Down: duration was 133815 seconds
20:04:28 20 Apr. DSL Link Down: duration was 444487 seconds
16:35:55 15 Apr. DSL Link Down: duration was 71975 seconds
20:35:54 14 Apr. DSL Link Down: duration was 52050 seconds
06:07:58 14 Apr. DSL Link Down: duration was 207486 seconds
20:29:26 11 Apr. DSL Link Down: duration was 91561 seconds
19:02:59 10 Apr. DSL Link Down: duration was 86459 seconds
19:01:34 09 Apr. DSL Link Down: duration was 107583 seconds
13:08:05 08 Apr. DSL Link Down: duration was 147089 seconds
20:16:10 06 Apr. DSL Link Down: duration was 10658 seconds
17:02:06 06 Apr. DSL Link Down: duration was 76204 seconds
19:51:36 05 Apr. DSL Link Down: duration was 92561 seconds
18:08:29 04 Apr. DSL Link Down: duration was 80905 seconds
19:39:38 03 Apr. DSL Link Down: duration was 349462 seconds
18:34:49 30 Mar. DSL Link Down: duration was 84033 seconds
19:13:50 29 Mar. DSL Link Down: duration was 177490 seconds
17:55:14 27 Mar. DSL Link Down: duration was 80387 seconds
19:35:01 26 Mar. DSL Link Down: duration was 254467 seconds
19:53:28 23 Mar. DSL Link Down: duration was 4799 seconds
18:33:03 23 Mar. DSL Link Down: duration was 18500 seconds
06:27:34 23 Mar. DSL Link Down: duration was 31287 seconds
21:01:50 22 Mar. DSL Link Down: duration was 170949 seconds
21:32:15 20 Mar. DSL Link Down: duration was 8173 seconds
19:15:36 20 Mar. DSL Link Down: duration was 352306 seconds
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27 REPLIES 27
fairview-neil
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Message 2 of 28

Re: HH5 constantly restarting - BT support intervened but no difference - SNR values too low?

Update:

Spoke with BT Broadband Support (Alex) and he said he could detect interference from his end and he reset something. I was then asked to restart HH5 although before I got a chance it disconnected and restarted itself 🙂

Since then it has already crashed again twice in 24 hours.

The key stats show as below. The noise margin numbers have been like this for months. Should they be higher?

1. Product Name: HomeHub5

2. Serial number: +076286+1542003477

3. Firmware version: v0.07.06.01239-BT (Type B) Last updated 7/3/2017

4. Board version: 01

5. VDSL uptime: 0 days, 14:28:38

6. Data Rate: 14381 / 74833

7. Maximum Data Rate: 14381 / 75354

8. Noise Margin: 6.0 / 3.1

9. Line Attenuation: 30.7 / 22.0

10. Signal Attenuation: 0.0 / 0.0

 

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Moderator
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Message 3 of 28

Re: HH5 constantly restarting - BT support intervened but no difference - SNR values too low?

Hi @fairview-neil,

Thanks for getting in touch. I'm sorry that you are still experiencing problems.

I can't understand what the adviser Alex could have reset on your fibre connection.  I'd like to get this looked into for you. I'd like to ask them directly. Before that, can you go to Connection Problems and make sure you follow any advice there? Come back to me when you've tried those tips.

Thanks

DanielS

Community ModeratorDannyS
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fairview-neil
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Message 4 of 28

Re: HH5 constantly restarting - BT support intervened but no difference - SNR values too low?

Hi Daniel,

It would be fantastic to make some progress on this.

I am a reasonably savvy user (I've been in IT for 40 years) but not a VDSL expert.....

My setup is BT connection direct to my study. I can see the cable coming through the trees.

I have a VDSL faceplate bypassing any extension wiring with a direct connection to my HH5. 

From there I use a combination of wifi and direct connections (Cat5e) around the house.

I've checked out the BT link you supplied and don't believe it added any further value in my quest for a solution.

What other information do you need to know?

I've restarted my router manually again as part of the testing and the salient details are:

6. Data Rate: 14418 / 75058

7. Maximum Data Rate: 14459 / 76121

8. Noise Margin: 6.0 / 3.3

9. Line Attenuation: 30.7 / 22.0

 

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Distinguished Sage
Distinguished Sage
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Message 5 of 28

Re: HH5 constantly restarting - BT support intervened but no difference - SNR values too low?

really surprised your conenction speed is stail as good as it is - almost at attainable - whereas normally your connection would have been banded by DLM and probably down about 40mb or lower

is there any noise on quiet line test  dial 17070 option 2  should be queit and best with corded phone  if quiet then get mod help as you need an engineer visit



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fairview-neil
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Message 6 of 28

Re: HH5 constantly restarting - BT support intervened but no difference - SNR values too low?

Quiet line test on corded BT phone perhaps has a little hum to my ears but not sure how quiet it should really be.

We'd sacrifice some speed for reliability but don't appear to have any control on that.

What triggers DLM? Do the router restarts make this happen or do we have to actually power down frequently?

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Distinguished Sage
Distinguished Sage
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Message 7 of 28

Re: HH5 constantly restarting - BT support intervened but no difference - SNR values too low?

the quiet line test with corded phone should be quiet and you only hear the announcement - no hiss/crackle/hum

the DLM normally takes action when then line is unstable just like yours and starts to increase noise margin and drop speed to try and stabilise the line - that is not happening in your case



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fairview-neil
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Message 8 of 28

Re: HH5 constantly restarting - BT support intervened but no difference - SNR values too low?

Not sure if it helps but I see others get asked for this info:

Test.png

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fairview-neil
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Message 9 of 28

Re: HH5 constantly restarting - BT support intervened but no difference - SNR values too low?

if DLM is not working, where is the fault likely to be? is it the HH5 or the other end?
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fairview-neil
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Message 10 of 28

Re: HH5 constantly restarting - BT support intervened but no difference - SNR values too low?

Hi Daniel. I've posted a few more details. I'd appreciate any help you can give and happy for you to "ask them directly".
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