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JoeCool
Beginner
217 Views
Message 1 of 8

Intermittent broadband outage due to crackling on line

Hi, I got Superfast Fibre Essesntial Unlimited put in a couple of weeks ago (moving over from Virgin). I'm having intermittent broadband drops since day 1, associated with intermittent crackling noise on the phone line (worked out with the quiet line test). It tends to go down for only a minute or two but can happen a few times a day which gets annoying. When there isn't a problem, the phone line is quiet, and the broadband is at advertised speed (which I'm very happy about). Currently all equipment apart from the phone is as provided by BT and plugged directly into the master socket.

As it is an intermittent problem I'm wondering what the best channel is to contact BT on to get the appropriate response.

Thanks, Joe


example logs:

11:10:26, 21 Jan.
:WAN DHCPv6 Client Prefix : 2a00:23c4:e70f:8e00::/56 (valid time = 315360000 / preferred time = 315360000)
11:10:26, 21 Jan.
wl0.2:WiFi security settings have been successfully saved
11:10:26, 21 Jan.
wl0.1:WiFi security settings have been successfully saved
11:10:26, 21 Jan.
wl1.1:WiFi security settings have been successfully saved
11:10:24, 21 Jan.
ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36
11:10:24, 21 Jan.
ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36
11:10:18, 21 Jan.
ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed
11:10:17, 21 Jan.
ppp1:TR69 connectivity to (pbthdm.bt.mo) has been initiated
11:10:17, 21 Jan.
ppp1:TR69 receiving InformResponse message
11:10:17, 21 Jan.
ppp1:TR69 event found : 4 VALUE CHANGE
11:10:16, 21 Jan.
ppp1:TR69 sending Inform message
11:10:15, 21 Jan.
ppp1:TR69 event found : 4 VALUE CHANGE
11:10:14, 21 Jan.
ppp1:TR69 sending Inform message
11:10:14, 21 Jan.
ppp1:TR69 creating new session with ACS
11:10:13, 21 Jan.
eth1:IGMP join received for group 239.255.255.253 on interface eth1
11:10:12, 21 Jan.
:WAN DHCPv6 Client Prefix : 2a00:23c4:e70f:8e00::/56 (valid time = 315360000 / preferred time = 315360000)
11:10:11, 21 Jan.
BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
11:10:11, 21 Jan.
BR_LAN: Allocated prefix = 2a00:23c4:e70f:8e00::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:10:11, 21 Jan.
BR_LAN: Allocated address = 2a00:23c4:e70f:8e00:5eb1:3eff:fe07:5ef7 (valid time = 2026291200 / preferred time = 2026291200)
11:10:11, 21 Jan.
BR_LAN: Allocated prefix = 2a00:23c4:e70f:8e00::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:10:11, 21 Jan.
ppp1: Allocated prefix = 2a00:23c4:e70f:8e01::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:10:11, 21 Jan.
ppp1: Allocated prefix = 2a00:23c4:e70f:8e00::/56 (valid time = 2026291200 / preferred time = 2026291200)
11:10:11, 21 Jan.
ppp1: Allocated address = 2a00:23c4:e70f:8e01:5eb1:3eff:fe07:5ef5 (valid time = 2026291200 / preferred time = 2026291200)
11:10:11, 21 Jan.
ppp1: Allocated prefix = 2a00:23c4:e70f:8e01::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:10:11, 21 Jan.
BR_LAN:The LAN DHCPv6 Server is active
11:10:11, 21 Jan.
BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1
11:10:11, 21 Jan.
BR_LAN:The LAN DHCPv6 Server is inactive
11:10:10, 21 Jan.
ppp1: Allocated prefix = 2a00:23c4:e70f:8e01::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:10:10, 21 Jan.
ppp1: Allocated prefix = 2a00:23c4:e70f:8e00::/56 (valid time = 2026291200 / preferred time = 2026291200)
11:10:10, 21 Jan.
ppp1: Allocated prefix = 2a00:23c4:e70f:8e00::/56 (valid time = 2026291200 / preferred time = 2026291200)
11:10:10, 21 Jan.
:WAN DHCPv6 Client Prefix : 2a00:23c4:e70f:8e00::/56 (valid time = 315360000 / preferred time = 315360000)
11:10:10, 21 Jan.
ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36
11:10:10, 21 Jan.
ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36
11:10:10, 21 Jan.
BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
11:10:10, 21 Jan.
BR_LAN: Allocated prefix = 2a00:23c4:e70f:8e00::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:10:10, 21 Jan.
BR_LAN: Allocated address = 2a00:23c4:e70f:8e00:5eb1:3eff:fe07:5ef7 (valid time = 2026291200 / preferred time = 2026291200)
11:10:10, 21 Jan.
BR_LAN: Allocated prefix = 2a00:23c4:e70f:8e00::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:10:10, 21 Jan.
ppp1: Allocated prefix = 2a00:23c4:e70f:8e01::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:10:10, 21 Jan.
ppp1: Allocated prefix = 2a00:23c4:e70f:8e00::/56 (valid time = 2026291200 / preferred time = 2026291200)
11:10:10, 21 Jan.
ppp1: Allocated address = 2a00:23c4:e70f:8e01:5eb1:3eff:fe07:5ef5 (valid time = 2026291200 / preferred time = 2026291200)
11:10:10, 21 Jan.
ppp1: Allocated prefix = 2a00:23c4:e70f:8e01::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:10:09, 21 Jan.
ppp1:WAN DHCPv6 Mode : Statefull
11:10:09, 21 Jan.
BR_LAN:The LAN DHCPv6 Server is active
11:10:09, 21 Jan.
BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1
11:10:09, 21 Jan.
BR_LAN:The LAN DHCPv6 Server is inactive
11:10:09, 21 Jan.
BR_LAN:The LAN DHCPv6 Server is active
11:10:08, 21 Jan.
BR_LAN:The LAN DHCPv6 Server is inactive
11:10:08, 21 Jan.
:WAN: SENSING AUTO VDSL
11:10:08, 21 Jan.
ppp1:New DYN ROUTE is added [81.139.57.100/32 gw 172.16.15.150]
11:10:08, 21 Jan.
ppp1:New DYN ROUTE is added [81.139.56.100/32 gw 172.16.15.150]
11:10:08, 21 Jan.
ppp1:WAN Router Discovery Setting Updated : M_flag = 1, O_flag = 0
11:10:07, 21 Jan.
BR_LAN:The LAN DHCPv6 Server is active
11:10:07, 21 Jan.
ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36
11:10:07, 21 Jan.
BR_LAN:The LAN DHCPv6 Server is inactive
11:10:07, 21 Jan.
ppp1:PPP: PPP INFO 81.139.56.100,81.139.57.100
11:10:07, 21 Jan.
BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
11:10:07, 21 Jan.
BR_LAN: Allocated prefix = 2a00:23c4:e70f:8e00::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:10:07, 21 Jan.
ppp1: Allocated prefix = 2a00:23c4:e70f:8e01::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:10:07, 21 Jan.
ppp1: Allocated prefix = 2a00:23c4:e70f:8e00::/56 (valid time = 2026291200 / preferred time = 2026291200)
11:10:07, 21 Jan.
ppp1:PPP: PPP INFO
11:10:06, 21 Jan.
ppp:PPP: IPCP_NAK
11:10:06, 21 Jan.
ppp:PPP: CHAP_SUCCESS
11:10:06, 21 Jan.
ppp:PPP: CHAP_RESPONSE
11:10:06, 21 Jan.
ppp:PPP: LCP_GOOD_ACK
11:10:06, 21 Jan.
ppp:PPP: LCP_REQUEST
11:10:06, 21 Jan.
:PPPoE error: timeout
11:09:58, 21 Jan.
:PPPoE error: timeout
11:09:53, 21 Jan.
:PPPoE error: timeout
11:09:52, 21 Jan.
:HTTP UserBasic login from 192.168.1.72 successfully
11:09:51, 21 Jan.
eth1:IGMP join received for group 239.255.255.253 on interface eth1
11:09:51, 21 Jan.
:HTTP UserBasic login from 192.168.1.72 successfully
11:09:49, 21 Jan.
ptm0.101:VLAN VLAN_DATA connected
11:09:49, 21 Jan.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
11:09:49, 21 Jan.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
11:09:48, 21 Jan.
dsl:VDSL link Up: Down Rate=43303Kbps, Up Rate=6000Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB
11:09:23, 21 Jan.
eth1:IGMP join received for group 239.255.255.253 on interface eth1
11:09:23, 21 Jan.
eth1:IGMP group 239.255.255.253 on interface eth1 started by 192.168.1.72
11:09:23, 21 Jan.
eth1:IGMP group 239.255.255.253 on interface eth1 by 192.168.1.72 requested
11:09:17, 21 Jan.
eth1:IGMP group 239.255.255.253 on interface eth1 ended by 192.168.1.72
11:09:17, 21 Jan.
:VLAN VLAN_DATA disconnected
11:09:15, 21 Jan.
ppp1:The DYN ROUTE [81.139.56.100/32 gw 172.16.15.150] is deleted
11:09:15, 21 Jan.
ppp1:The DYN ROUTE [81.139.57.100/32 gw 172.16.15.150] is deleted
11:09:15, 21 Jan.
BR_LAN:The LAN DHCPv6 Server is active
11:09:15, 21 Jan.
:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
11:09:15, 21 Jan.
:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
11:09:14, 21 Jan.
BR_LAN:The LAN DHCPv6 Server is inactive
11:09:14, 21 Jan.
BR_LAN:The LAN DHCPv6 Server is active
11:09:14, 21 Jan.
BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1
11:09:14, 21 Jan.
BR_LAN:The LAN DHCPv6 Server is inactive
11:09:14, 21 Jan.
BR_LAN:The LAN DHCPv6 Server is active
11:09:13, 21 Jan.
ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36
11:09:13, 21 Jan.
BR_LAN:The LAN DHCPv6 Server is inactive
11:09:13, 21 Jan.
BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
11:09:13, 21 Jan.
BR_LAN: Revoked prefix = 2a00:23c4:e70f:8e00::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:09:13, 21 Jan.
ppp1: Revoked prefix = 2a00:23c4:e70f:8e01::/64 (valid time = 2026291200 / preferred time = 2026291200)
11:09:13, 21 Jan.
ppp1: Revoked prefix = 2a00:23c4:e70f:8e00::/56 (valid time = 2026291200 / preferred time = 2026291200)
11:09:13, 21 Jan.
dsl:VDSL Link Down: duration was 3369 seconds

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7 REPLIES 7
Sage
209 Views
Message 2 of 8

Re: Intermittent broadband outage due to crackling on line

Use BTChat and report a line fault not a broadband one. Make clear it is intermittant. If you get no joy post back.

https://www.bt.com/help/home/contactus/#/ 

JoeCool
Beginner
128 Views
Message 3 of 8

Re: Intermittent broadband outage due to crackling on line

Well the chat was great.  They did a line test and found there was a problem outside my house.

I think they may have fixed it because I haven't had any drops but I've had no notifications and the fault tracking is down on the website (for days).

My problem now is that the broadband has dropped from 36 to 26 mb.  Should I just message online chat again?

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Sage
126 Views
Message 4 of 8

Re: Intermittent broadband outage due to crackling on line

Is there still noise on the line? If not wait 10 days for DLM to recover. If you still have a problem post back.

JoeCool
Beginner
113 Views
Message 5 of 8

Re: Intermittent broadband outage due to crackling on line

I've just checked it and there's still noise.  So I guess they haven't fixed it yet.  It's annoying the fault tracker isn't working.

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Distinguished Sage
Distinguished Sage
110 Views
Message 6 of 8

Re: Intermittent broadband outage due to crackling on line

Did you report it as a noisy phone line, or as a broadband fault, as that makes a difference on the fault progress?

Phone faults take priority as its important for people to have a working phone line for emergency calls.

If you reported it as a broadband fault, then it would have gone into another queue for broadband diagnostics, which may not have shown a fault.

If the fault gets closed, then make sure that next time you report it as a noisy phone line.

JoeCool
Beginner
102 Views
Message 7 of 8

Re: Intermittent broadband outage due to crackling on line

I reported it as a phone line fault and they confirmed that a fault was present during the online chat (after a line test).  I guess my biggest issue is that I don't know what's happening because there's been no updates since.

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Moderator
Moderator
85 Views
Message 8 of 8

Re: Intermittent broadband outage due to crackling on line

@JoeCool I'm really sorry the fault with your line hasn't been sorted yet, unfortunately, you're going to have issues with your broadband if there's a noise fault on the line.  I've sent you a private message so you can get in touch with the moderation team and we'll be happy help.