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Syraxtion
Beginner
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Message 1 of 5

Regular Disconnections - Please Send Help

Hello,

First of all i would like to thank you for taking the time to read the below, any help is appreciated.

 

So a little background,

 

For years i have suffered with regular disconnections every 5-10 minutes sometimes less but would last for sometimes hours or days before it became stable with various ISP's, now that i'm currently with BT (as its easier and quicker to request an engineer) and have been for a while now i still experience the same disconnection problems. One night i recorded in the logs that i had disconnected 16 times in the space of 45 minutes which makes playing games, browsing the internet or even watching youtube video's nion impossible.

I have spent countless hours on the phone to BT to try and resolve this issue to no avail. The usual script of reset your router, have you checked the cables, is everything filtered ect followed by my countless explanations of how many times i have already been through it with previous calls. I have had an engineer out to replace the master socket into the house with a brand new one, we have had a total of 3 routers (on our second Hub 5 currently). I've had engineers out to diagnose any issues inside the house and have confirmed there to be nothing wrong each time. I use a special extension cable that's supposed to eliminate anything that could effect it through the socket/electric (it cost a pretty penny) that i plug my router and computer into. 

 

I have tried running the router with no wifi enabled at all, smart setup turned off with specific channels selected prior to turning it off (otherwise it still auto selects a channel when it reconnects). This made no difference at all and i actually recorded the most disconnects i have ever had in succession while preforming this test for 2 weeks. 

 

Upon calling late at night a gentleman listened to what i had to say and wondered why i had been sent out a new hub when it seemed to be anything other than that, he preformed another check in a different system and found there to be a copper joint fault with one of the suppliers and raised an incident to be case managed and was promised a call back within 48 hours. Sure enough they did look into it and came out to the house to check things on the outside (possibly replaced something but i was asleep while my brother dealt with it) although i was never called to be updated as promised.

 

Since then i have not recieved a call back, when calling 2 days after the deadline due to even more consecutive disconnections. I was hung up on 3 times by 3 different analyst's due to it being near line closing time, to be fair the first person did do the usual line test popped me on hold then promptly hung up on me, the other two didn't get too far past verifying before hanging up, each one took my number and promised to call back if the line "disconnected".

 

I raised a complaint via the webchat system due to this, was promised a call back (didn't receive one and still havent almost 2 weeks later) . Each time i was promised that their manager would call them or some other excuse. Just called again prior to this post, same thing, ususal line test, "let me pop you on hold so i can read the notes" followed by a hang up.

 

I've tried every conceivable option under the sun to minimize and mitigate any interferance that could be coming from something within my home. As i said, this has happened for many years but has never been truly put to bed.

 

I've developed hypercondria in regards to why my internet disconnects so any and all help would be unfathomably appreciated beyond all human comprehension.

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4 REPLIES 4
pippincp
Sage
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Message 2 of 5

Re: Regular Disconnections - Please Send Help

Have you tried connecting to the test socket with a filter and a quiet line test? 17070 option 2.

Any noise at all report a line fault on 151.

Can you post your connection stats from the hub

HH6 Advanced settings/technical log.

HH5 Troubleshooting/helpdesk.

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Syraxtion
Beginner
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Message 3 of 5

Re: Regular Disconnections - Please Send Help

Hello thanks for the response, 

I have done the test socket test many times as well as calling the number listed, also had phone line tested and all confirmed to be okay.

1. Product name:BT Home Hub
2. Serial number:+068543+NQ51915637
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 18/07/17
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 01:32:17
6. Data rate:16981 / 43946
7. Maximum data rate:23451 / 45472
8. Noise margin:10.0 / 6.6
9. Line attenuation:13.7 / 12.1
10. Signal attenuation:14.0 / 12.1
11. Data sent/received:2.2 GB / 69.6 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-NJXK
15. 2.4 GHz Wireless connections:Disabled
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:11
18. 5 GHz Wireless network/SSID:BTHub5-NJXK
19. 5 GHz Wireless connections:Disabled
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:120
22. Firewall:Default
23. MAC Address:54:64:d9:09:71:b8
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:

1.0.0

 

 

 

 



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Syraxtion
Beginner
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Message 4 of 5

Re: Regular Disconnections - Please Send Help


21:13:51, 24 Jul. (73832.140000) CWMP: session closed due to error: Could not resolve host
21:13:51, 24 Jul. (73831.920000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
21:13:51, 24 Jul. (73831.910000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:13:50, 24 Jul. (73831.400000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
21:13:49, 24 Jul. (73829.840000) PTM over DSL is down after 2 minutes uptime
21:13:49, 24 Jul. (73829.840000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]
21:13:46, 24 Jul. (73827.330000) PPP LCP Send Termination Request [User request]
21:13:46, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.69]:50922-?>[52.11.1.123]:443 on ppp3)
21:13:45, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.64]:51560-?>[104.103.246.83]:443 on ppp3)
21:13:44, 24 Jul. BLOCKED 2 more packets (because of Packet invalid in connection)
21:13:43, 24 Jul. BLOCKED 1 more packets (because of Packet invalid in connection)
21:13:42, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.69]:50922-?>[52.11.1.123]:443 on ppp3)
21:13:42, 24 Jul. BLOCKED 3 more packets (because of Packet invalid in connection)
21:13:41, 24 Jul. BLOCKED 7 more packets (because of Packet invalid in connection)
21:13:40, 24 Jul. BLOCKED 2 more packets (because of Packet invalid in connection)
21:13:39, 24 Jul. BLOCKED 3 more packets (because of Packet invalid in connection)
21:13:37, 24 Jul. BLOCKED 1 more packets (because of Packet invalid in connection)
21:13:36, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.69]:50921-?>[52.11.1.123]:443 on ppp3)
21:13:23, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.69]:50922-?>[52.11.1.123]:443 on ppp3)
21:13:21, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.69]:50921-?>[52.11.1.123]:443 on ppp3)
21:13:16, 24 Jul. IN: BLOCK [16] Remote administration (TCP [179.111.130.185]:27018-?>[86.161.88.131]:8080 on ppp3)
21:13:12, 24 Jul. BLOCKED 2 more packets (because of Packet invalid in connection)
21:13:11, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:51465-?>[54.72.90.135]:443 on ppp3)
21:13:09, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:51566-?>[88.221.40.12]:443 on ppp3)
21:13:05, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:51442-?>[64.233.167.188]:5228 on ppp3)
21:12:38, 24 Jul. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.69]:50922-?>[52.11.1.123]:443 on ppp3)
21:12:36, 24 Jul. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.69]:50921-?>[52.11.1.123]:443 on ppp3)
21:12:27, 24 Jul. BLOCKED 2 more packets (because of First packet is Invalid)
21:12:26, 24 Jul. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:51465-?>[54.72.90.135]:443 on ppp3)
21:12:24, 24 Jul. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:51566-?>[88.221.40.12]:443 on ppp3)
21:12:20, 24 Jul. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:51442-?>[64.233.167.188]:5228 on ppp3)
21:12:18, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.69]:50903-?>[35.166.154.99]:443 on ppp3)
21:12:17, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.69]:50903-?>[35.166.154.99]:443 on ppp3)
21:12:14, 24 Jul. (73735.020000) CWMP: session completed successfully
21:12:14, 24 Jul. (73734.820000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
21:12:13, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.69]:50903-?>[35.166.154.99]:443 on ppp3)
21:12:11, 24 Jul. BLOCKED 1 more packets (because of Packet invalid in connection)
21:12:10, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.64]:51399-?>[52.94.220.160]:443 on ppp3)
21:12:08, 24 Jul. (73728.680000) Admin login successful by 192.168.1.69 on HTTP
21:12:08, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.69]:50903-?>[35.166.154.99]:443 on ppp3)
21:12:08, 24 Jul. BLOCKED 1 more packets (because of First packet is Invalid)
21:12:08, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.69]:50903-?>[35.166.154.99]:443 on ppp3)
21:12:06, 24 Jul. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.69]:50903-?>[35.166.154.99]:443 on ppp3)
21:12:05, 24 Jul. (73725.660000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
21:12:05, 24 Jul. (73725.650000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:12:03, 24 Jul. (73723.790000) WAN operating mode is VDSL
21:12:03, 24 Jul. (73723.790000) Last WAN operating mode was VDSL
21:12:02, 24 Jul. (73722.650000) PPP IPCP Receive Configuration ACK
21:12:02, 24 Jul. (73722.640000) PPP IPCP Send Configuration Request
21:12:02, 24 Jul. (73722.630000) PPP IPCP Receive Configuration NAK
21:12:02, 24 Jul. (73722.630000) PPP IPCP Send Configuration ACK
21:12:02, 24 Jul. (73722.630000) PPP IPCP Receive Configuration Request
21:12:02, 24 Jul. (73722.610000) PPP IPCP Send Configuration Request
21:12:01, 24 Jul. (73721.630000) PPPoE is up -? Down Rate=27367Kbps, Up Rate=14339Kbps; SNR Margin Down=19.3dB, Up=10.5dB
21:12:01, 24 Jul. (73721.620000) CHAP authentication successful
21:12:00, 24 Jul. (73721.550000) CHAP Receive Challenge
21:12:00, 24 Jul. (73721.550000) Starting CHAP authentication with peer
21:12:00, 24 Jul. (73721.540000) PPP LCP Receive Configuration ACK
21:12:00, 24 Jul. (73721.540000) PPP LCP Send Configuration Request
21:12:00, 24 Jul. (73721.530000) PPP LCP Receive Configuration Reject
21:12:00, 24 Jul. (73721.530000) PPP LCP Send Configuration ACK
21:12:00, 24 Jul. (73721.530000) PPP LCP Receive Configuration Request
21:12:00, 24 Jul. (73721.530000) PPP LCP Send Configuration Request
21:12:00, 24 Jul. (73721.530000) PPP LCP Send Configuration Request
21:11:11, 24 Jul. (73672.360000) PTM over DSL is up
21:10:40, 24 Jul. (73640.620000) PTM over DSL is down after 0 minutes uptime
21:10:33, 24 Jul. (73634.440000) CWMP: session closed due to error: Could not resolve host
21:10:31, 24 Jul. (73632.190000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
21:10:31, 24 Jul. (73632.190000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:10:28, 24 Jul. (73629.410000) PTM over DSL is up
21:10:00, 24 Jul. (73601.060000) CWMP: session closed due to error: Could not resolve host
21:10:00, 24 Jul. (73600.910000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
21:10:00, 24 Jul. (73600.910000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:09:59, 24 Jul. (73600.390000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
21:09:58, 24 Jul. (73598.770000) PTM over DSL is down after 14 minutes uptime
21:09:58, 24 Jul. (73598.760000) PPPoE is down after 13 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]
21:09:55, 24 Jul. (73596.290000) PPP LCP Send Termination Request [User request]
21:08:54, 24 Jul. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [85.195.73.70]:80-?>[86.161.88.204]:50986 on ppp3)
21:06:57, 24 Jul. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [91.235.140.194]:43594-?>[86.161.88.204]:51546 on ppp3)
21:05:29, 24 Jul. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [8.36.113.113]:443-?>[86.161.88.204]:51531 on ppp3)
21:04:52, 24 Jul. IN: BLOCK [16] Remote administration (TCP [156.220.121.29]:5392-?>[86.161.88.204]:80 on ppp3)
21:02:17, 24 Jul. BLOCKED 1 more packets (because of Packet invalid in connection)
21:02:16, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.69]:50239-?>[108.177.15.188]:5228 on ppp3)
21:01:31, 24 Jul. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.69]:50239-?>[108.177.15.188]:5228 on ppp3)
21:01:01, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:51144-?>[52.212.19.238]:443 on ppp3)
21:00:46, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.69]:50239-?>[108.177.15.188]:5228 on ppp3)
21:00:16, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:51144-?>[52.212.19.238]:443 on ppp3)
21:00:16, 24 Jul. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [85.195.73.70]:80-?>[86.161.88.204]:50940 on ppp3)
21:00:05, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.64]:50324-?>[108.177.15.188]:5228 on ppp3)
21:00:02, 24 Jul. BLOCKED 1 more packets (because of Packet invalid in connection)
20:59:59, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.64]:50324-?>[108.177.15.188]:5228 on ppp3)
20:59:59, 24 Jul. BLOCKED 3 more packets (because of Packet invalid in connection)
20:59:58, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:50324-?>[108.177.15.188]:5228 on ppp3)
20:59:31, 24 Jul. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:51144-?>[52.212.19.238]:443 on ppp3)
20:59:16, 24 Jul. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.69]:50239-?>[108.177.15.188]:5228 on ppp3)
20:59:13, 24 Jul. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:50324-?>[108.177.15.188]:5228 on ppp3)
20:58:51, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.64]:51232-?>[104.103.246.83]:443 on ppp3)
20:58:46, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:51144-?>[52.212.19.238]:443 on ppp3)
20:58:41, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.64]:51232-?>[104.103.246.83]:443 on ppp3)
20:58:40, 24 Jul. BLOCKED 1 more packets (because of Packet invalid in connection)
20:58:32, 24 Jul. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.64]:51232-?>[104.103.246.83]:443 on ppp3)
20:56:48, 24 Jul. (72809.170000) CWMP: session completed successfully
20:56:48, 24 Jul. (72808.990000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
20:56:41, 24 Jul. (72801.950000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
20:56:41, 24 Jul. (72801.940000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
20:56:39, 24 Jul. (72800.100000) WAN operating mode is VDSL
20:56:39, 24 Jul. (72800.100000) Last WAN operating mode was VDSL
20:56:38, 24 Jul. (72799.010000) PPP IPCP Receive Configuration ACK
20:56:38, 24 Jul. (72799.010000) PPP IPCP Send Configuration Request
20:56:38, 24 Jul. (72799.000000) PPP IPCP Receive Configuration NAK
20:56:38, 24 Jul. (72799.000000) PPP IPCP Send Configuration ACK
20:56:38, 24 Jul. (72798.990000) PPP IPCP Receive Configuration Request
20:56:38, 24 Jul. (72798.980000) PPP IPCP Send Configuration Request
20:56:37, 24 Jul. (72798.050000) PPPoE is up -? Down Rate=27367Kbps, Up Rate=14248Kbps; SNR Margin Down=8.1dB, Up=8.5dB
20:56:37, 24 Jul. (72798.040000) CHAP authentication successful
20:56:37, 24 Jul. (72797.970000) CHAP Receive Challenge
20:56:37, 24 Jul. (72797.970000) Starting CHAP authentication with peer
20:56:37, 24 Jul. (72797.970000) PPP LCP Receive Configuration ACK
20:56:37, 24 Jul. (72797.970000) PPP LCP Send Configuration Request
20:56:37, 24 Jul. (72797.960000) PPP LCP Receive Configuration Reject
20:56:37, 24 Jul. (72797.960000) PPP LCP Send Configuration ACK
20:56:37, 24 Jul. (72797.960000) PPP LCP Receive Configuration Request
20:56:37, 24 Jul. (72797.960000) PPP LCP Send Configuration Request
20:55:48, 24 Jul. (72749.170000) PTM over DSL is up
20:55:18, 24 Jul. (72718.770000) PTM over DSL is down after 0 minutes uptime
20:54:55, 24 Jul. (72696.040000) CWMP: session closed due to error: Could not resolve host
20:54:53, 24 Jul. (72694.600000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
20:54:53, 24 Jul. (72694.590000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
20:54:50, 24 Jul. (72691.240000) PTM over DSL is up
20:54:22, 24 Jul. (72662.920000) CWMP: session closed due to error: Could not resolve host
20:54:22, 24 Jul. (72662.900000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
20:54:22, 24 Jul. (72662.890000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
20:54:21, 24 Jul. (72662.380000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
20:54:20, 24 Jul. (72660.950000) PTM over DSL is down after 74 minutes uptime
20:54:20, 24 Jul. (72660.950000) PPPoE is down after 73 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]
20:54:17, 24 Jul. (72658.480000) PPP LCP Send Termination Request [User request]

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imjolly
Distinguished Sage
Distinguished Sage
686 Views
Message 5 of 5

Re: Regular Disconnections - Please Send Help

for a connection that is dropping as often as you say your conenction looks good with speed just below attainable and noise margin about normal 6db

the logs are all dated 24/7 nothing up to date   but don't bother with new set

if you use test socket with a filter did you check that there is no dial tone at all extension sockets ?



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