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willim
Beginner
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Message 1 of 6

Re: BT Infinity: Persistent problems with connection

I am in Aberdeen. I have what sounds to be similar problem. Stable for about year or so until 19-feb-2014 since then the connection has been dropping every two or three days at times other times more frequently. Last weekend Sat & Sun twice each day. Until Tuesday i was on open Reach & Home Hub 3 now Home hub 5.

 

The wired connection is to my PC running Windows XP.

 

Currently wating for fourth engineer to come to tomorrow Sat afternoon to diagnose connecction  issue.

 

Experience has shown powering down openreach/hh3 or now HH5 does NOT fix the problem. When "India" run a line test the system gets a reset signal and starts working. When the BT engineer comes to my house and connects his equipment that "sends a reset signal" and it works.

 

Looking at the HH5 event log the HH5 would appear to loose the time - 3 episodes from today below.

 

05:24:57, 25 APR

...

00:00:46, 01 JAN

06:01:09, 25 APR

 

10:18:28, 25 APR

...

00:00:40, 01 JAN

10:20:24, 25 APR

 

10:56:16, 25 APR

...

00:00;35, 01 JAN

11:11:28, 25 APR booting firmware

 

If powered on why should the HH5 loose the time or get an invalid time from somewhere?

 

While the engineer was here on Tuesday he ran speed tests

Ping 15 Down 45.76 up 16.57 OOKLA

Ping 50 Down 44.41 up 13.38 OOKLA. From these the engineer reckons I am on an 80/20 service. FTTC Aluminium/copper from cabinet to my connection in the house.

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: BT Infinity: Persistent problems with connection

I have moved you onto your own thread rather than you jumping on somebody elses thread. This way you will get answers relevant to you and avoid confusion with the other posters answers.

willim
Beginner
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Message 3 of 6

Re: BT Infinity: Persistent problems with connection

Thank you. Any ideas to as to what the cause is or how to solve?

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willim
Beginner
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Message 4 of 6

Re: BT Infinity: Persistent problems with connection

May be fixed as the hub is NOT loosing the time today. Examples from yesterday and today shown below.

For novice users type 192.168.1.254 into your browser then click on trouble shooting
Type in the ADMIN password from the card on the back of your hub. Exactly as shown, upper case and lower case are important

#
From "Troubleshooting > Event Log"
#
06:01:09, 25 Apr.    (103867.660000) New GUI session from IP 192.168.1.64
00:00:46, 01 Jan.    ( 46.350000) CWMP: session closed due to error: Could not resolve host
00:00:39, 01 Jan.    ( 39.010000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
00:00:39, 01 Jan.    ( 39.000000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
00:00:38, 01 Jan.    ( 38.610000) CWMP: Initializing transaction for event code 1 BOOT
00:00:47, 01 Jan.    ( 47.350000) CWMP: session closed due to error: Could not resolve host
00:00:39, 01 Jan.    ( 39.880000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
00:00:39, 01 Jan.    ( 39.870000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
00:00:39, 01 Jan.    ( 39.480000) CWMP: Initializing transaction for event code 1 BOOT
05:24:57, 25 Apr.    (101695.750000) CWMP: session completed successfully
05:24:57, 25 Apr.    (101695.510000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
05:24:54, 25 Apr.    (101692.980000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
#
From "Troubleshooting > Helpdesk"
#
3. Firmware version:    Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 23/04/14
4. Board version:    BT Hub 5A
5. VDSL uptime:        0 days, 02:30:24
6. Data rate:        8491 / 34999
7. Maximum data rate:    14810 / 54775
8. Noise margin:    6.7 / 8.6
9. Line attenuation:    0.0 / 18.2
10. Signal attenuation:    0.0 / 17.5
#
04:14:58, 26 Apr.    (61426.140000) CWMP: session completed successfully
04:14:58, 26 Apr.    (61425.890000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
04:14:52, 26 Apr.    (61420.070000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
04:14:52, 26 Apr.    (61420.060000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
04:14:49, 26 Apr.    (61417.230000) WAN operating mode is VDSL
04:14:49, 26 Apr.    (61417.230000) Last WAN operating mode was VDSL
04:14:48, 26 Apr.    (61416.330000) PPP IPCP Receive Configuration ACK
04:14:48, 26 Apr.    (61416.300000) PPP IPCP Send Configuration Request
04:14:48, 26 Apr.    (61416.290000) PPP IPCP Receive Configuration NAK
04:14:48, 26 Apr.    (61416.260000) PPP IPCP Send Configuration ACK
04:14:48, 26 Apr.    (61416.260000) PPP IPCP Receive Configuration Request
04:14:48, 26 Apr.    (61416.260000) PPP IPCP Send Configuration Request
04:14:48, 26 Apr.    (61416.260000) CHAP authentication successful
04:14:48, 26 Apr.    (61416.160000) CHAP Receive Challenge
04:14:48, 26 Apr.    (61416.160000) Starting CHAP authentication with peer
04:14:48, 26 Apr.    (61416.160000) PPP LCP Receive Configuration ACK
04:14:48, 26 Apr.    (61416.130000) PPP LCP Send Configuration Request
04:14:48, 26 Apr.    (61416.130000) PPP LCP Receive Configuration Reject
04:14:48, 26 Apr.    (61416.130000) PPP LCP Send Configuration ACK
04:14:48, 26 Apr.    (61416.130000) PPP LCP Receive Configuration Request
04:14:48, 26 Apr.    (61416.100000) PPP LCP Send Configuration Request
04:13:51, 26 Apr.    (61358.790000) CWMP: session closed due to error: Could not resolve host
04:13:51, 26 Apr.    (61358.750000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
04:13:51, 26 Apr.    (61358.750000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
04:13:20, 26 Apr.    (61328.470000) CWMP: session closed due to error: Could not resolve host
04:13:20, 26 Apr.    (61328.450000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
04:13:20, 26 Apr.    (61328.450000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
04:13:20, 26 Apr.    (61328.170000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
04:13:16, 26 Apr.    (61323.680000) PPP LCP Send Termination Request [User request]

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willim
Beginner
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Message 5 of 6

Re: BT Infinity: Persistent problems with connection

The timing issue may be a red herring. Had port swapped in local cabinet yesterday as engineer could not get signal during his test. Was told it could be 24 - 48 before the Bridge Case would be actioned however back up and running this morning

 

27-Apr-2014 05:40
1. Product name:    BT Home Hub
2. Serial number:    +076272+NQ33600640
3. Firmware version:    Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 23/04/14
4. Board version:    BT Hub 5A
5. VDSL uptime:    0 days, 02:24:01
6. Data rate:    5999 / 24999
7. Maximum data rate:    15358 / 55786
8. Noise margin:    12.4 / 13.3
9. Line attenuation:    0.0 / 18.3
10. Signal attenuation:    0.0 / 17.4
11. Data sent/received:    0.3 MB / 0.3 MB

 

On new port 8. higher noise margin and 6. lower data rate. I'll wait and see if this is a fix.

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Distinguished Expert
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Message 6 of 6

Re: BT Infinity: Persistent problems with connection

Yeah, your sync has been banded lower to raise your noise margin even more. If it remains stable the noise margin should reduce to 6 from 13.3 and the sync will rise accordingly. This could take a couple of weeks.
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