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Message 1 of 11

Please help, Broadband keeps dropping

Hi All,

 

so I hope I can actually get some help here and not the usual unhelpful comments.

I really need my line resetting. Something is not quite right for a week it’s been dropping connection sporadically. I think it’s down to sky but no idea. I just want a profile reset to see if it helps?  I have left the router alone but it just keeps dropping connection. 

Thanks

Sam

 

06:19:06, 02 Apr.WAN Sensing Auto sensing Complete, interface selected
 

 

06:19:06, 02 Apr.PPP: Starting PPP daemon
 

 

06:19:06, 02 Apr.WAN Sensing Auto sensing Running
 

 

06:19:06, 02 Apr.WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
 

 

 
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Message 2 of 11

Re: Please help, Broadband keeps dropping

you posted about this here  https://community.bt.com/t5/BT-Fibre-broadband/DLM-reset-Just-rejoined/m-p/2222843#M335580

your stats looked ok apart from the short uptime so can you post new stats for comparison

provided you don't have DV can you try quiet line test  dial 17070 option 2 should be silent and best with corded phone



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Message 3 of 11

Re: Please help, Broadband keeps dropping

@imjolly  Stats not really changed buddy. 

DL 65.69

UL 18.99

SNR 5db

From memory as I’m not at home at the moment. That’s not so much the issue it’s more the random drops I was WFH yesterday and it did it half a dozen times with that same message PTM one. I can give more info when I’m indoors but I just want to see if the reset will help incase sky have still got remnants of themselves on my connection like settings. Just thought it was unusual it didn’t totally reset when I switched back to BT. 

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Message 4 of 11

Re: Please help, Broadband keeps dropping

as I said before your stats look good and moving from sky who use their own equipment you would have started afresh on your move to BT so very unlikely a reset as you keep posting will make any changes and I doubt BT will do a DLM reset as connection is ok.  It is more like interference or noise on line that is causing connection drops.  the interesting thing is with the number resets/drops in connection you say that DLM has not started to take action and increase noise margin and reduce speed



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Message 5 of 11

Re: Please help, Broadband keeps dropping

@imjolly 

It happened again while I was sleeping 

07:42:21, 03 Apr.PPP LCP Send Configuration ACK
 

 

07:42:21, 03 Apr.PPP LCP Receive Configuration Request
 

 

07:42:21, 03 Apr.PPP LCP Send Configuration Request
 

 

07:42:21, 03 Apr.PPP: Received PADS
 

 

07:42:21, 03 Apr.PPP: Sending PADR
 

 

07:42:21, 03 Apr.PPP: Received PADO
 

 

07:42:21, 03 Apr.PPP: Sending PADI
 

 

07:42:21, 03 Apr.SIP WAN DOWN
 

 

07:42:17, 03 Apr.SIP WAN DOWN
 

 

07:42:17, 03 Apr.TLS 0 Close
 

 

07:42:17, 03 Apr.WAN Sensing Auto sensing Complete, interface selected
 

 

07:42:17, 03 Apr.WAN Sensing Auto sensing Running
 

 

07:42:16, 03 Apr.PPP: Starting PPP daemon
 

 

07:42:16, 03 Apr.WAN Sensing Auto sensing Complete, interface selected
 

 

07:42:15, 03 Apr.WAN Sensing Auto sensing Running
 

 

07:42:15, 03 Apr.WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
 

 

07:42:15, 03 Apr.PPP: Stopped PPP daemon(0,1,5)
 

 

07:42:12, 03 Apr.PPP LCP Send Termination Request (User request)
 

 

07:42:09, 03 Apr.PPP LCP Send Termination Request (Peer not responding)
 

 

07:42:09, 03 Apr.PPP: IPCP down
 

 

07:42:09, 03 Apr.PPP: LCP down
 

 

07:33:50, 03 Apr.SIP Registration - success

 

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Message 6 of 11

Re: Please help, Broadband keeps dropping

@imjolly 

Product code:Smart Hub 2
 

 

Serial number:+091298+2140006931
 

 

Firmware version:v0.31.00.10253-BT
 

 

Firmware updated:Thu Mar 24 07:32:19 2022
 

 

Board version:R01
 

 

GUI version:1.74 12_11_2020
 

 

DSL uptime:0 days,00 Hours38 Mins27 Secs
 

 

Data rate:18.917 Mbps / 65.667 Mbps
 

 

Maximum data rate:18.917 Mbps / 65.735 Mbps
 

 

Full Fibre (FTTP) Mode:On
 

 

Noise margin:6.1 / 5.1
 

 

Line attenuation:9.9 / 16.1
 

 

Signal attenuation:9.9 / 17.9
 

 

VLAN id:101
 

 

Upstream error control:Off
 

 

Downstream error control:Off
 

 

Data sent / received:5.2 MB Uploaded / 54.2 MB Downloaded
 

 

Broadband username:bthomehub@btbroadband.com
 

 

BT Wi-fi:Activated
 

 

2.4 GHz wireless network name:BT-7MCM9J
 

 

2.4 GHz wireless channel:Smart (Channel11)
 

 

 
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Message 7 of 11

Re: Please help, Broadband keeps dropping

stats still  look ok even with drops which is surprising

can you turn FTTP mode 'OFF' as you appear to have FTTC not FTTP



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Message 8 of 11

Re: Please help, Broadband keeps dropping

@imjollydone that. I know right it’s odd somethings not quite right no idea what but it’s annoying as I woke up to failed downloads.. ugh!

 


I would love FTTP right now lol ha…

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Message 9 of 11

Re: Please help, Broadband keeps dropping

im getting the same issues with the same error messages. i've had multiple engineers out and nothing has or can be done. They say one of my devices is making these drops happen but i'm not taking that as an excuse. I'm plugged into the test line too and it still happens. No noise on the quiet line either. 

I'm assuming now it's just something i have to put up with as they won't send anymore engineers out unless i pay £85. 🙄

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Message 10 of 11

Re: Please help, Broadband keeps dropping

You could be experiencing REIN/SHINE events that are causing your loss of sync , do a search to research these , or as already stated , you could have a connected device that is making an illegal call that is causing the router to drop sync…or it could be the router , or it could be FTTC port you are connected to ….the if router has been replaced it’s not likely to be that, if at any point you have had a ‘lift and shift’  , that would have changed your FTTC port, so would eliminate that, any further investigation really requires your own involvement, as the chances are , that whatever the issue is, it’s not within the scope of OR or BT but potentially within your own area of responsibility.

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