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ryanedkins
Beginner
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Message 1 of 9

Infinity Broadband Keeps Dropping Out Every Hour

BT have tried to fix this multiple times, and it has never been resolved after 3 years of the same issue. We have been living with it for a long time! BT standard customer service seem to only say my connection is stable. By the time I try and report the fault, the internet is back up!

Im on BT infinity max, smart hub 2

Used to have a nether router which I though was the route of the problem as bt suggested, and replaced it with a smart hub 2, but still the same problem.

Seems I was right in that its something BT end!

I attached my latest log. You can see dropping very 15 minutes whilst writing this email. 

https://www.dropbox.com/s/754buqhl5twkknu/%2B091298%2B1902013232_28_6_2019_eventlog.csv?dl=0

So very frustrating, hopefully a moderator or someone with knowledge of this kind of fault

 

 

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8 REPLIES 8
Sage
Sage
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Message 2 of 9

Re: Infinity Broadband Keeps Dropping Out Every Hour

Could you post the connection stats from the hub.

HH6 Advanced settings/technical log/information.

HH5 Troubleshooting/helpdesk.

Please post the result here not on another site.

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ryanedkins
Beginner
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Message 3 of 9

Re: Infinity Broadband Keeps Dropping Out Every Hour

this is the PPP export from my smart hub.

https://www.dropbox.com/s/0d136h5xywzy4zz/%2B091298%2B1902013232_28_6_2019_eventlog.csv?dl=0

click the dropbox link to download the css

full log in the original post

 

thanks

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Distinguished Sage
Distinguished Sage
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Message 4 of 9

Re: Infinity Broadband Keeps Dropping Out Every Hour

As @pippincp  requested it is the router stats we are looking for not the logs so advanced settings then technical log information. Post stats here and not a Dropbox link. It makes it far easier to help rather constantly having to move between screens

what about quiet line test?



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ryanedkins
Beginner
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Message 5 of 9

Re: Infinity Broadband Keeps Dropping Out Every Hour

Thanks for the feedback, sorry I don't know what I'm looking at, are these the stats?
 
Product code:Smart Hub 2
Serial number:+091298+1902013232
Firmware version:v0.13.03.02221-BT
Firmware updated:Tue Jun 4 19:46:52 2019
Board version:R01
GUI version:1.55 12_12_2018
DSL uptime:0 days,00 Hours37 Mins49 Secs
Data rate:20 Mbps / 54.231 Mbps
Maximum data rate:25.105 Mbps / 55.957 Mbps
Noise margin:8.7 / 5.3
Line attenuation:11.1 / 20.4
Signal attenuation:10.9 / 19.7
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:17.5 MB Uploaded  / 473.1 MB Downloaded
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Activated
2.4 GHz wireless network name:Ryan home
2.4 GHz wireless channel:Smart (Channel6)
5 GHz wireless network name:Ryan home
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2 (Recommended)
Wireless mode:Mode 1
Firewall:On
MAC address:78:DD:12:89:B6:4F
Software variant:-
Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)
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Sage
Sage
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Message 6 of 9

Re: Infinity Broadband Keeps Dropping Out Every Hour

Is there any niose on your line as mentioned by @imjolly ? 17070 option 2.

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ryanedkins
Beginner
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Message 7 of 9

Re: Infinity Broadband Keeps Dropping Out Every Hour

no noise or crackling whatsoever, nice and quiet on the line

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Distinguished Sage
Distinguished Sage
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Message 8 of 9

Re: Infinity Broadband Keeps Dropping Out Every Hour

What Is the connection time in your stats now?

from your stats if you have been dropping connection as often as you say your connection speed is good and looks like nothing has happened



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ryanedkins
Beginner
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Message 9 of 9

Re: Infinity Broadband Keeps Dropping Out Every Hour

2 hours 24 minutes currently

this is the weird thing, connection is great when connected, fast speed.

It just cuts out for about 5 minutes, so when watching a streamed film for example, it stops the film, and we have to wait!

I cannot see what it would be!

 

This is a quick overview of your BT Smart Hub's status.

Connection status:

Connection type:

Fibre Broadband (VDSL)

Firmware version:

v0.13.03.02221-BT

Firmware updated:

4-Jun-2019

Serial number:

+091298+1902013232

Downstream sync speed:

52.525 Mbps

Upstream sync speed:

19 Mbps

Network uptime:

0 Days, 02 Hours 24 Minutes

System uptime:

17 Days, 16 Hours 19 Minutes

BT Wi-fi status:

Activated

 

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