Re: New Speed worse up-time

Jakes · ‎18-06-2016

Hi there,

BT recently upped our speed on our line from 30 to 50mbs, the new speed is great but the broadband connection keeps on dropping! I used to be able to play hour of online gaming before with no issues but now it may drop 2-3 time an hour but then be stable for an hour or two and then drop again.

I called BT but the guy on the otherside of the line just wanted to sell me a new contract and get a new HH5 (I currently run a HH5) he said he ran diagnostics and it showed that the hub is faulty... call me sinical but I dont think that is the problem.

Anyone experienced anything like this? I have reset my hub, powered it off for 5 minutes and restarted, checked physical connections but nothing seems to have solved the problem. Any Ideas?

Thanks for your help

imjolly · ‎18-06-2016

if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post 1-12

can you run btspeedtester and when first test completes then run diagnostic test and post results must be done with wired connection btspeedtester

are you using test socket with a filter to eliminate your setup and internal wiring

can you enter your phone number and post results remember to delete number wholesale FTTC check

try quiet line test dial 17070 option 2 should be quiet and best with corded phone

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Jakes · ‎18-06-2016

Hi there

as requested:

1. Product name:	BT Home Hub
2. Serial number:	+068543+NQ42619717
3. Firmware version:	Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 08/07/15
4. Board version:	BT Hub 5A
5. DSL uptime:	0 days, 14:54:40
6. Data rate:	9999 / 46901
7. Maximum data rate:	24180 / 75961
8. Noise margin:	14.6 / 13.0
9. Line attenuation:	10.1 / 10.5
10. Signal attenuation:	10.3 / 10.8
11. Data sent/received:	326.5 MB / 5.7 GB
12. Broadband username:	bthomehub@btbroadband.com

Broadband Speed Test Results

Download Speed (Mbps): 43.73

Upload Speed (Mbps): 8.88

Ping Latency(ms): 32.13

Left in Jumper

VDSL Range A (Clean)	80	70.5	20	20	--	Available	--	--
VDSL Range B (Impacted)	80	58.6	20	16.1	--	Available	--	--
FTTP on Demand	330	30	--	Available	--	--
WBC ADSL 2+	Up to 1	--	1 to 3.5	Available	--	Yes
WBC ADSL 2+ Annex M	Up to 1	Up to 0.5	1 to 3.5	Available	--	Yes
ADSL Max	Up to 1	--	0.75 to 2.5	Available	--	--
WBC Fixed Rate	0.5	--	--	Available	--	Yes
Fixed Rate	0.5	--	--	Available	--	--

I unfortunately can't do a Quiet Line test as I do not have a Phone connected to my Line I purely use it for Broadband.

Thanks

imjolly · ‎18-06-2016

You really need to try quiet line test as a poor /noisy line can cause problems with your broadband and if that is due to your setup or extension wiring then you will end up getting charged £129.99 for engineer visit - even borrowing phone just to try or invest £5 and buy one from argos

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Jakes · ‎18-06-2016

roger I'll check if I can borrow a phone tomorrow

Spoiler

Jakes · ‎19-06-2016

God Afternoon,

Line is clear I can hear practically nothing

As an Update my 'Up-Time' is holding on...

1. Product name:	BT Home Hub
2. Serial number:	+068543+NQ42619717
3. Firmware version:	Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 08/07/15
4. Board version:	BT Hub 5A
5. DSL uptime:	1 days, 08:52:11
6. Data rate:	9999 / 46901
7. Maximum data rate:	24172 / 76001
8. Noise margin:	14.5 / 13.0
9. Line attenuation:	10.1 / 10.5
10. Signal attenuation:	10.4 / 10.8
11. Data sent/received:	530.6 MB / 9.9 GB
12. Broadband username:	bthomehub@btbroadband.com

DavidM · ‎20-06-2016

Looking good so far @Jakes. Let us know if you see any changes.

Cheers

David

Jakes · ‎21-06-2016

So we had a bad day today... currently it is holding for now:

1. Product name:	BT Home Hub
2. Serial number:	+068543+NQ42619717
3. Firmware version:	Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 08/07/15
4. Board version:	BT Hub 5A
5. DSL uptime:	0 days, 01:27:04
6. Data rate:	9999 / 46901
7. Maximum data rate:	24309 / 76049
8. Noise margin:	14.6 / 13.1
9. Line attenuation:	10.1 / 10.6
10. Signal attenuation:	10.3 / 10.9
11. Data sent/received:	23.2 MB / 109.9 MB
12. Broadband username:	bthomehub@btbroadband.com

Broadband Speed Test Results

Download Speed (Mbps): 43.81

Upload Speed (Mbps): 9.38

Ping Latency(ms): 20

VDSL Range A (Clean)	80	70.1	20	20	--	Waiting list	--
VDSL Range B (Impacted)	80	57.3	20	16.1	--	Waiting list	--
FTTP on Demand	330	30	--	Available	--
WBC ADSL 2+	Up to 2	--	1 to 3.5	Available	--
WBC ADSL 2+ Annex M	Up to 2	Up to 0.5	1 to 3.5	Available	--
ADSL Max	Up to 1.5	--	1 to 2.5	Available	--
WBC Fixed Rate	0.5	--	--	Available	--
Fixed Rate	0.5	--	--	Available	--
VDSL Multicast	--	--	--	Available	--
ADSL Multicast	--	--	--	Available	--

And the line is quiet.

Havent done anything, the hub just went orage flickered a bit, then showed no broadband light, then that went out and the blue light came back on and connection was restored.

Jakes · ‎22-06-2016

Hey,

So this afternoon it disconnected again and I ran downstairs to look at the Hub, I stood there for 5 minutes watchign it cycle through the following 'light sequence'

Green

Flashing Green

Blue

Flashing orange

Orange

Orange with the little no Broadband icon

Green

Flashing green

..... etc

it did the above cycle three times before showing a solid blue with up time, so maybe it is the hub and not the line....

1. Product name:	BT Home Hub
2. Serial number:	+068543+NQ42619717
3. Firmware version:	Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 08/07/15
4. Board version:	BT Hub 5A
5. DSL uptime:	0 days, 00:02:10
6. Data rate:	9999 / 46901
7. Maximum data rate:	23921 / 76353
8. Noise margin:	14.5 / 13.1
9. Line attenuation:	10.1 / 10.6
10. Signal attenuation:	10.3 / 10.9
11. Data sent/received:	0.9 MB / 23.1 MB
12. Broadband username:	bthomehub@btbroadband.com

Jakes · ‎22-06-2016

Just sat for the last 1o minutes and watched it cycle through the whole 'light show' of green-blue-orange-blue-green-etcetcetc

bellow is the event log for the last few minutes that I can post due to caracter limits... ALLOT of blocking going on can this have somethign to do with thisany ideas??

19:15:08, 22 Jun.	( 297.730000) Device disconnected: Hostname: HomeServ IP: 192.168.1.102 MAC: 00:11:32:4e:28:99
19:15:06, 22 Jun.	( 295.730000) Wire Lan Port 2 down
19:15:02, 22 Jun.	BLOCKED 2 more packets (because of Default policy)
19:15:01, 22 Jun.	IN: BLOCK [15] Default policy (UDP [104.215.90.44]:4500->[86.145.47.192]:4500 on ppp3)
19:15:01, 22 Jun.	BLOCKED 2 more packets (because of Default policy)
19:15:00, 22 Jun.	BLOCKED 1 more packets (because of Default policy)
19:15:00, 22 Jun.	IN: BLOCK [15] Default policy (UDP [40.113.11.145]:4500->[86.145.47.192]:4500 on ppp3)
19:14:59, 22 Jun.	IN: BLOCK [15] Default policy (TCP [54.93.172.238]:25112->[86.145.47.192]:61489 on ppp3)
19:14:58, 22 Jun.	IN: BLOCK [15] Default policy (UDP [23.96.203.167]:4500->[86.145.47.192]:4500 on ppp3)
19:14:54, 22 Jun.	BLOCKED 2 more packets (because of Default policy)
19:14:53, 22 Jun.	BLOCKED 1 more packets (because of Default policy)
19:14:52, 22 Jun.	IN: BLOCK [15] Default policy (UDP [40.122.47.37]:4500->[86.145.47.192]:4500 on ppp3)
19:14:51, 22 Jun.	IN: BLOCK [15] Default policy (UDP [104.40.149.55]:4500->[86.145.47.192]:4500 on ppp3)
19:14:51, 22 Jun.	BLOCKED 4 more packets (because of Default policy)
19:14:51, 22 Jun.	OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.102]:35730->[54.93.89.244]:443 on ppp3)
19:14:49, 22 Jun.	BLOCKED 2 more packets (because of Default policy)
19:14:49, 22 Jun.	IN: BLOCK [15] Default policy (UDP [111.221.102.144]:4500->[86.145.47.192]:4500 on ppp3)
19:14:47, 22 Jun.	IN: BLOCK [15] Default policy (UDP [104.41.32.124]:4500->[86.145.47.192]:4500 on ppp3)
19:14:46, 22 Jun.	IN: BLOCK [15] Default policy (UDP [23.99.115.183]:4500->[86.145.47.192]:4500 on ppp3)
19:14:42, 22 Jun.	BLOCKED 2 more packets (because of Default policy)
19:14:42, 22 Jun.	IN: BLOCK [15] Default policy (UDP [23.99.115.183]:4500->[86.145.47.192]:4500 on ppp3)
19:14:41, 22 Jun.	IN: BLOCK [15] Default policy (UDP [40.113.86.82]:4500->[86.145.47.192]:4500 on ppp3)
19:14:40, 22 Jun.	IN: BLOCK [15] Default policy (UDP [40.113.11.145]:4500->[86.145.47.192]:4500 on ppp3)
19:14:39, 22 Jun.	IN: BLOCK [15] Default policy (UDP [23.96.203.167]:4500->[86.145.47.192]:4500 on ppp3)
19:14:33, 22 Jun.	BLOCKED 2 more packets (because of Default policy)
19:14:32, 22 Jun.	BLOCKED 1 more packets (because of Default policy)
19:14:31, 22 Jun.	IN: BLOCK [15] Default policy (UDP [207.46.141.166]:4500->[86.145.47.192]:4500 on ppp3)
19:14:31, 22 Jun.	BLOCKED 1 more packets (because of Default policy)