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Aspiring Contributor
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Message 1 of 10

Network uptime dropping / loosing connection Fibre VDSL

Hi All

 

I keep continuously getting disconnected 1-2 times daily seems around similar times. Tried speed/line checks and is a quiet line basically reported previously to BT and said something was fixed but it is still happening.  The hub looses connection from the internet,  Network uptime resets etc. This is quite frustrating as done all checks and hardware checks my end wires filters etc. This has been happening for months now.  I had previous issues with line about 10/15 years ago which ran through some trees at that time BT was a different organisation and was hard work getting it sorted and were not interested in re routing cable away from trees and new line was replaced twice in that time. Although the trees remain I have monitored noise on line and seems clear.   I still feel it maybe an exchange / Router issue where is best place to start seen as I have done all the generic home checks and past line history.  The router is throwing up a event log which I have no Idea what all the info means.

 

Any help greatly appreciated If I post a system event log is there any info needs redacting for security etc?

BT Hub 6A

Fibre VDSL

SG4B1000E020

Product name:

BT Hub 6A

Firmware version:

SG4B1000E020

Firmware updated:

11-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 0 Hours 54 Minutes 44 Seconds

Data rate:

10.00 Mbps / 55.00 Mbps

Maximum data rate:

13771 / 58803

Noise margin:

9.2 dB / 6.8 dB

Line attenuation:

36.4 dB

Signal attenuation:

25.1 dB / 36.4 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

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Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: Network uptime dropping / loosing connection Fibre VDSL

The stats posted are ok no need for the system logs

are you saying you have tried the quiet line test with corded phone and the line is totally silent no crackle hiss or static.  Have you checked when connection drops

if drops are about the same time each day is there anything in your home that could cause interference - central heating?

all the drops you describe have surprisingly not resulted in a loss of connection speed as hub shows fibre 1 max 55/10mb



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Aspiring Contributor
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Message 3 of 10

Re: Network uptime dropping / loosing connection Fibre VDSL

Thank you very much for your reply,  I sent a request to bt to look at this and problems went away never explained what or if they did anything, then all of a sudden started happening again every other day different times. I only have hub on 2g setting and most my equipment is through cable so definitely not wifi issue. I am mainly a gamer and use xbox one. The router goes through a total reboot as described with all the lights. no central heating etc all off due to summer. I'm really at a loss whats causing this I have done the line test and all seems clear unless this is a total intermittent line fault that I had over 10 years ago and no returned. would any other logs etc help that I can securely post here?

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Aspiring Contributor
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Message 4 of 10

Re: Network uptime dropping / loosing connection Fibre VDSL

I've been going through something similar since August 28th. Random disconnects that increased in frequency. Look in the technical logs on your router, select WAN and look for the ERROR_NO_CARRIER messages. I had over 200. Turns out it's a faulty power supply to the cabinet and a degraded line card that they've known about since April but don't want to spend the money on to fix. There's 14 of us complaining

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Aspiring Contributor
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Message 5 of 10

Re: Network uptime dropping / loosing connection Fibre VDSL

Cheers I'll look into this. I been in touch with BT again they promised a new Hub delivered, still waiting on that was told expect next day. I guess all process of elimination. I can't workout is it the hub random rebooting, shutting down or actual loss of Broadband to my Hub. I'm having look again through logs and when notice happens again will check the log and post here.

 

many Thanks

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Aspiring Contributor
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Message 6 of 10

Re: Network uptime dropping / loosing connection Fibre VDSL

This is one of the re-occuring logs under WAN



21:12:41, 10 Sep.:WAN: SENSING AUTO VDSL

21:12:05, 10 Sep.ptm0.101:VLAN VLAN_DATA connected

21:12:04, 10 Sep.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

21:12:04, 10 Sep.:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

21:12:04, 10 Sep.sl:VDSL link Up: Down Rate=56252Kbps, Up Rate=9999Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

21:11:45, 10 Sep.:VLAN VLAN_DATA disconnected

21:11:41, 10 Sep.dsl:VDSL Link Down: duration was 87265 seconds
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Aspiring Contributor
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Message 7 of 10

Re: Network uptime dropping / loosing connection Fibre VDSL

 

Hi All quick update all thoughts on this welcome just want to narrow down what is the actual issue of the Router reboot/disconnection problem I have reoccuring 

I have continuously left router on now for about  (4-5 Days System Uptime)  the highlighted blue log is what I see recurring random days and times.  This is timed to when my Network Uptime Restarts. Does this confirm it's the Broadband connection to my home dropping bt's network end?

 

 

 

Stealth_0-1600695432887.png

Stealth_2-1600696087427.png

 

 

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Aspiring Contributor
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Message 8 of 10

Re: Network uptime dropping / loosing connection Fibre VDSL

For us it was a faulty power supply to the cabinet in the street. 

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Message 9 of 10

Re: Network uptime dropping / loosing connection Fibre VDSL

I've the exact same issue, constant disconnects but my speed also slows over a period of two weeks (posted a separate thread with regards to this). Just had a disconnect at 4pm, checked the WAN technical log and the error no carrier highlighted below happens every time there's a disconnect, which makes sense, now to find the reason, have a feeling BT won't be happy with me asking them to check the exchange:

 

16:01:30, 21 Sep.
WAN Sensing Auto sensing Complete, interface selected
16:01:30, 21 Sep.
WAN Sensing Auto sensing Running
16:01:28, 21 Sep.
WAN IPv6 Global unicast prefix / length: 2a00:23c4:1599:1d00::/56
16:01:28, 21 Sep.
WAN IPv6 Global unicast address allocated: 2a00:23c4:1599:1d00::1/64
16:01:28, 21 Sep.
WAN DHCPv6 events: BOUND
16:01:28, 21 Sep.
DSL Link Up: Down Rate=39973kbps, Up Rate=9993kbps; SNR Margin Down=9.8dB, Up=6.1dB
16:01:28, 21 Sep.
WAN Sensing Auto sensing Complete, interface selected
16:01:28, 21 Sep.
WAN DHCPv6 events: INIT
16:01:28, 21 Sep.
WAN Sensing Auto sensing Running
16:01:28, 21 Sep.
Success - secondary DNS servers
16:01:28, 21 Sep.
Success - primary DNS servers
16:01:28, 21 Sep.
WAN connection WAN2_INTERNET_PTM connected
16:01:20, 21 Sep.
WAN Auto-sensing detected port DSL WAN
16:00:55, 21 Sep.
WAN Sensing Auto sensing Complete, interface selected
16:00:55, 21 Sep.
WAN Sensing Auto sensing Running
16:00:53, 21 Sep.
WAN Sensing Auto sensing Complete, interface selected
16:00:53, 21 Sep.
WAN Sensing Auto sensing Running
16:00:53, 21 Sep.
WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
16:00:51, 21 Sep.
DSL Link Down: duration was 12062 seconds
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Aspiring Contributor
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Message 10 of 10

Re: Network uptime dropping / loosing connection Fibre VDSL

Once they'd fixed the power supply to the line cards in the cabinet, the line speed eventually recovered back to normal over a period of 3 or 4 days. There were a total of 14 customers affected in my immediate locality. Effectively, the power supply wasn't up to the job. Our engineer suggested that the cabinet was at capacity and could do with an upgrade/reorganisation but his line management were stalling on the necessary work. BT have no insight into the workings of Openreach when you talk to them, so it would be interesting to see if your engineer will tell you more about your cabinet.