Network downtime is BT problem or my problem?

[Wingreen]

About once a day (at various times of the day), according to my BT Hub Admin section, I lose Network. However, according to my BT Hub Admin, I dont lose System. (Having said that, looking at my records, its a BIT more complicated than that - but Network loss without System loss seems to be most common).

A BT engineer has ben here and carried out his tests and he said everything seemed fine BUT, he did say that the cause may be something to do with the electrics in my house (something switching on or off causing the problem).

The issue is still being monitored but I just wanted to know whether, in fact, Network loss without System loss could be something caused by my house, rather than BT systems.

NB: I have posted this under BT Fibre but, apparently, the last few hundred yards from the Fibre "box" to my house is either copper (or some other equally ancient wiring)

[imjolly]

 please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

If the hub is dropping internet connection then it can be caused by electrical interference within your home - your boiler starting up or going off/on

Someone may then be able to offer help/assistance/suggestions to your problem

[Wingreen]

Thanks.

Quiet line test was fine.

Latest stats:

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

Connection status:

Connection type:

Fibre Broadband (VDSL)

Downstream sync speed:

55.00 Mbps

Upstream sync speed:

7.75 Mbps

Network uptime:

0 Days, 22 Hours 32 Minutes

Broadband IP address:

81.147.138.247

Default gateway:

172.16.13.90

Primary DNS:

81.139.57.100

Secondary DNS:

81.139.56.100

System uptime:

4 Days, 9 Hours 22 Minutes

Serial number:

+084316+NQ95036335

Firmware version:

SG4B1000E077

Firmware updated:

01-Mar-2022

BT Wi-fi status:

Active

I did the check using your link but I couldnt find a way of deleting my phone number from the (extensive) test results. Is there a trick to doing that?

Results from checking recently are as follows:

Date	What lost ( N/S)	Time lost
26/02/22	N	05:41
26/02/22	S	05:38
27/02/22	N	21:50
28/02/22	N	14:54
28/02/22	N	16:56
01/03/22	S	04:27
01/03/22	N	04:32
01/03/22	N	17:51
01/03/22	N	20:02
02/03/22	N	07:22
02/03/22	S	07:18
04/03/22	N	20:32
05/03/22	N	20:40

Hope that is of some use?

[imjolly]

Sorry but that is not the the stats. You need to go to hub manager then advanced setting then technical log information and post results.

You need to use the camera icon.

[Wingreen]

Apologies - I'm not very teccy!

I'm not sure how I can use the camera icon to take picture of the Hub info. So have copy and pasted (I hope) below:

This is a list of your BT Smart Hub settings and current statistics.

Product name:

BT Hub 6A

Serial number:

+084316+NQ95036335

Firmware version:

SG4B1000E077

Firmware updated:

01-Mar-2022

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 23 Hours 2 Minutes 46 Seconds

Data rate:

7.75 Mbps / 55.00 Mbps

Maximum data rate:

7753 / 60997

Noise margin:

5.9 dB / 4.5 dB

Line attenuation:

37.3 dB

Signal attenuation:

22.1 dB / 37.3 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

599 MB Uploaded / 29 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-8RXP

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-8RXP

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

5C:B1:3E:44:37:9B

Software variant:

-

Boot loader:

0.48.8-sec

[Wingreen]

Not sure if this helps - best I could do.

[Wingreen]

I'm guessing the information I provided isnt any use in terms of getting an understanding of what might be the issue