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Beginner
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Message 1 of 9

Random dropouts throughout the day

Third week with BT fibre.

Instability for first two weeks I thought was to be expected as you try different settings.

However, we are still getting dropouts throughout the day. Router rebooting at random. Can go down a few times per hour sometimes. If I post the stats report can someone start to investigate what our problem is.

 

Thanks

Steve

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Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: Random dropouts throughout the day

This is a customer help customer forum. Your post does not go to BT

if hh6. Advanced settings then technical log information 

enter phone number and post results remember delete number  https://www.btwholesale.com/includes/adsl/main.html

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

are you using test socket with filter to see if that stabilises your connection 



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cyclopse
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Message 3 of 9

Re: Random dropouts throughout the day

I am connected via filter to the master socket. Could no here any noise during quiet line test. Also done a router reset to defaults.

Here are the results;-

BT Wholesale
BT BROADBAND AVAILABILITY CHECKER
Telephone Number  on Exchange KINGSWOOD is served by Cabinet 1

 

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Handback Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateLeft in Jumper  High Low High Low        Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)WBC FTTP Availability Date   ADSL ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date Left in JumperOther Offerings     Availability Date   Premise environmentStatus
VDSL Range A (Clean)8064.3201955Available---- 
VDSL Range B (Impacted)77.851.1201539.8Available---- 
FTTP on Demand33030--Available---- 
WBC ADSL 2+Up to 12.5--10 to 15Available---- 
WBC ADSL 2+ Annex MUp to 12.5Up to 110 to 15Available---- 
ADSL MaxUp to 7--6.5 to 8Available---- 
WBC Fixed Rate2----Available---- 
Fixed Rate2----Available---- 
VDSL Multicast------Available---- 
ADSL Multicast------Available---- 
Bridge TapU      
VRI--      
NTEFaceplate--      
Last Test Date05-07-2018
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Distinguished Guru
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Message 4 of 9

Re: Random dropouts throughout the day

Have you tried a quiet line test? 17070 option 2, best with corded phone.

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Distinguished Sage
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Message 5 of 9

Re: Random dropouts throughout the day

can you post stats from your hub



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Message 6 of 9

Re: Random dropouts throughout the day

Stats are below. One other thing I have noticed is the 5ghz channel doesn't seem to work anymore. It did when I first received it. Devices are not seeng the 5ghz channel.

 

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

 

Thanks

Steve

Product name:

BT Hub 6A

Serial number:

+084316+NQ63587838

Firmware version:

SG4B1000B540

Firmware updated:

15-Jul-2018

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 5 Hours 57 Minutes 30 Seconds

Data rate:

10.00 Mbps / 15.00 Mbps

Maximum data rate:

14402 / 42358

Noise margin:

6.5 dB / 20.1 dB

Line attenuation:

18.1 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

213 MB Uploaded / 6559 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

ASUSDSLN66U

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

ASUSDSLN66U-5

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

88:A6:C6:27:01:99

Software variant:

-

Boot loader:

9.2.0

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Distinguished Sage
Distinguished Sage
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Message 7 of 9

Re: Random dropouts throughout the day

From your stats you appear to be in a banded profile probably due to the frequent drops in connection and is reason noise margin is far higher than normal 6db

are able to connect to the test socket with a filter and see if that helps with your line stability. You won't see speed increase in test socket initially but hopefully stability will be better



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cyclopse
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Message 8 of 9

Re: Random dropouts throughout the day

OK been in the test socket for 48 hours now. Confirmed by no dialling tone on upstairs extension. The dropouts are still happening but less frequently now. Can stay connected for 3 to 6 hours. 

On reflection never had anything like this with TalkTalk using the same home wiring infrastructure. This plus no 5 ghz wireless suggests to me a faulty Hub 6. Rang BT last night and they did a line test which was fine. They were very good and are sending out a replacement router for me to try.

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Message 9 of 9

Re: Random dropouts throughout the day

We are now 48 hours on the replacement router. The 5Ghz channel is present again and connection has been rock solid. Just waiting for BT to start increasing the speed profile. Everything is pointing towards a smart hub 6 that went bad after 48 hours. 

Thanks everyone for giving some pointers to diagnose the fault.

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