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AHirsh
Beginner
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Message 1 of 5

VDSL Link Down! Fibre connection persistently dropping, Smart Hub disconnecting issues.

Hi - I hope someone is please able to assist with an ongoing Fibre Broadband issue. Since moving to BT Infinity 6 months ago, I have been experiencing persistent disconnect problems. Initially the service was good and maintained acceptable availability with the provided Smart Hub 6A. Speed was a consistent 50/10Mbps. Then something changed after the first few months.

Since March the availability and reliability of the Network connection is unbearable. Everyday experiences line dropouts at minimum 5 times, sometimes disconnecting up to 20 times. Of course this also affects the DLM causing deterioration of bandwidth. There are a couple of line faults logged on my account which have been resolved, and any recent line tests have come back as clear.

Calls to tech support/BT faults, usually entail the dreaded repetition of scripted diagnostics relating to WiFi configuration, use of test socket, etc. I politely comply whilst myself already knowing that the problem is between the router and the network, not between the router and the devices. Since March I have disconnected every WiFi and LAN/Ethernet device from my home network, attempting to diagnose them one-by-one. The VDSL network drops regardless of any devices connected. I even temporarily used an old Netgear router in place of the SmartHub but still experienced the same. Therefore Router is not at fault.

A recurring example of the Event Logs from the Smart Hub display the following:

13:07:55	04 Jun.	ppp1:PPP: PPP INFO 81.139.56.100	81.139.57.100		
13:07:54	04 Jun.	:WAN: SENSING AUTO VDSL 			
13:07:53	04 Jun.	ppp1:PPP: PPP INFO			
13:07:52	04 Jun.	ppp:PPP: IPCP_NAK			
13:07:52	04 Jun.	ppp:PPP: CHAP_SUCCESS			
13:07:52	04 Jun.	ppp:PPP: CHAP_RESPONSE 			
13:07:52	04 Jun.	ppp:PPP: LCP_GOOD_ACK 			
13:07:52	04 Jun.	ppp:PPP: LCP_REQUEST 			
13:07:52	04 Jun.	:PPPoE error: timeout			
13:07:35	04 Jun.	:PPPoE error: timeout			
13:07:26	04 Jun.	:PPPoE error: timeout			
13:07:20	04 Jun.	:PPPoE error: timeout			
13:07:09	04 Jun.	ptm0.101:VLAN VLAN_DATA connected			
13:07:09	04 Jun.	:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]			
13:07:09	04 Jun.	:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]			
13:07:08	04 Jun.	dsl:VDSL link Up: Down Rate=36053Kbps	Up Rate=8496Kbps	
	SNR Margin Down=0.00dB	SNR Margin Up=6.00dB
13:06:49	04 Jun.	:VLAN VLAN_DATA disconnected			
13:06:49	04 Jun.	:Connection to the Internet has been terminated.
	(Reboot Reconfiguration forced termination)	
13:06:47	04 Jun.	ppp1:Connection to the Internet has been terminated.
	(Reboot Reconfiguration forced termination)	
13:06:42	04 Jun.	dsl:VDSL Link Down: duration was 219 seconds			
13:03:38	04 Jun.	ppp1:PPP: PPP INFO 81.139.57.100	81.139.56.100		
13:03:33	04 Jun.	:WAN: SENSING AUTO VDSL 			
13:03:33	04 Jun.	ppp1:PPP: PPP INFO			
13:03:32	04 Jun.	ppp:PPP: IPCP_NAK			
13:03:32	04 Jun.	ppp:PPP: CHAP_SUCCESS			
13:03:32	04 Jun.	ppp:PPP: CHAP_RESPONSE 			
13:03:32	04 Jun.	ppp:PPP: LCP_GOOD_ACK 			
13:03:32	04 Jun.	ppp:PPP: LCP_REQUEST 			
13:03:32	04 Jun.	:PPPoE error: timeout			
13:03:23	04 Jun.	:PPPoE error: timeout			
13:03:18	04 Jun.	:PPPoE error: timeout			
13:03:04	04 Jun.	ptm0.101:VLAN VLAN_DATA connected			
13:03:03	04 Jun.	:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]			
13:03:03	04 Jun.	:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]			
13:03:03	04 Jun.	dsl:VDSL link Up: Down Rate=43705Kbps	Up Rate=8496Kbps	
	SNR Margin Down=0.00dB	SNR Margin Up=6.00dB
13:02:42	04 Jun.	:VLAN VLAN_DATA disconnected			
13:02:40	04 Jun.	:PPPoE error: timeout			
13:02:40	04 Jun.	dsl:VDSL Link Down: duration was 23 seconds			
13:02:34	04 Jun.	:PPPoE error: timeout			
13:02:17	04 Jun.	ptm0.101:VLAN VLAN_DATA connected			
13:02:17	04 Jun.	:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]			
13:02:17	04 Jun.	:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]			
13:02:17	04 Jun.	dsl:VDSL link Up: Down Rate=37093Kbps	Up Rate=16159Kbps	
	SNR Margin Down=11.70dB	SNR Margin Up=6.00dB
13:01:59	04 Jun.	:VLAN VLAN_DATA disconnected			
13:01:59	04 Jun.	:Connection to the Internet has been terminated.
	(Reboot	Reconfiguration forced termination)	
13:01:54	04 Jun.	:Connection to the Internet has been terminated.
	(Reboot	Reconfiguration forced termination)	
13:01:50	04 Jun.	dsl:VDSL Link Down: duration was 424 seconds			
12:55:18	04 Jun.	ppp1:PPP: PPP INFO 81.139.57.100	81.139.56.100		
12:55:16	04 Jun.	:WAN: SENSING AUTO VDSL 			
12:55:16	04 Jun.	ppp1:PPP: PPP INFO			
12:55:15	04 Jun.	ppp:PPP: IPCP_NAK			
12:55:15	04 Jun.	ppp:PPP: CHAP_SUCCESS			
12:55:15	04 Jun.	ppp:PPP: CHAP_RESPONSE 			
12:55:13	04 Jun.	ppp:PPP: LCP_GOOD_ACK 			
12:55:13	04 Jun.	ppp:PPP: LCP_REQUEST 			
12:55:12	04 Jun.	:PPPoE error: timeout			
12:54:46	04 Jun.	ptm0.101:VLAN VLAN_DATA connected			
12:54:46	04 Jun.	:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]			
12:54:46	04 Jun.	:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]			
12:54:46	04 Jun.	dsl:VDSL link Up: Down Rate=49399Kbps	Up Rate=17867Kbps	
	SNR Margin Down=12.60dB	SNR Margin Up=6.00dB
12:54:21	04 Jun.	:Connection to the Internet has been terminated.
	(Reboot	Reconfiguration forced termination)	
12:54:21	04 Jun.	:VLAN VLAN_DATA disconnected			
12:54:20	04 Jun.	:Connection to the Internet has been terminated.
	(Reboot Reconfiguration forced termination) 
12:54:15	04 Jun. dsl:VDSL Link Down: duration was 38572 seconds

 

Thus far I have had the pleasure of meeting FIVE different Openreach engineers at my property for a mix of customer appointments and non-access appointments. Separately since January, these engineers have between them, replaced the NTE5 wall socket, installed new BT66 (outdoor UG junction box), changed to a different copper-pair on the cable coming into the house (between BT66 and NTE5). The most recent engineer this morning, resorted to using static on his AM fishing radio and waving around a homemade wand antenna to 'scan' around the house for ghosts interference sources, without any successful busting remedy.

My trawls through these support forums and other resources have led to finding two separate instances of faults that display the same symptoms and initial lack of line fault. However since escalating, both instances have managed to find successful resolutions.

https://community.bt.com/t5/BT-Fibre-broadband/BT-SmartHub6-Connection-Routinely-Dropping/td-p/16863...

https://community.bt.com/t5/BT-Fibre-broadband/Smart-Hub-Disconnecting-and-Loss-of-Speed-Issues/td-p...

Both the above fault cases seem to have been resolved by a “lift and shift” and caused by “an issue within the port of the fibre connection” I am sincerely hoping that the Mods responsible for dealing with these customers' faults are able to similarly find resolution for my situation.

Many thanks for your assistance,
Adam

 

 

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4 REPLIES 4
Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: VDSL Link Down! Fibre connection persistently dropping, Smart Hub disconnecting issues.

The engineer with the radio was attempting to identify problems of REIN (Google it) on your broadband line not interference on your wifi.

You unfortunately appear to have an intermittent line fault which can only be resolved by a diligent engineer spending considerable time tracking down. The mods here, whilst extremely good, haven't got a magic wand and can only arrange another engineeer visit to investigate. Post back if you can't persuade customer services to send another engineer.

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AHirsh
Beginner
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Message 3 of 5

Re: VDSL Link Down! Fibre connection persistently dropping, Smart Hub disconnecting issues.

Thank you for your response licquorice.

Yeah you’re right I know he was checking for REIN, we had a good ol’ chat all about it and whilst he couldn’t fully explain the principles to me, I know about this as I was a transmission engineer at EE (now BT).

*Edited by Mod*This is after all affecting my private home broadband.

However the particular symptoms including the timings and frequency of sequential line drops do not tie up with REIN diagnoses - at least not locally.

It might be possible that there is somehow REIN along the route between the house and exchange/cabinet, however this would affect my direct neighbor who is also on the same BT service; and he does not experience any such VDSL disconnects, speed reductions or other such disruptions.

I think REIN is a red-herring in my particular case (and was also not the underlying cause of the other two identical faults from other customers to which I linked in the OP).

Unfortunately though REIN is quite a good catch-all for Openreach engineers to wash their hands of a complex intermittent fault when they can’t immediately find a line fault through the usual tools.

Thanks again for the advice and I’ll keep the post updated with any further movement on the issue.

In the meantime - after 5 engineer call outs and multiple faults logged - how does one get a Mod to see this issue through to resolution? Any help would be greatly appreciated please.

All the best.

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Distinguished Sage
Distinguished Sage
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Message 4 of 5

Re: VDSL Link Down! Fibre connection persistently dropping, Smart Hub disconnecting issues.

your orininal post suggests infinity 1 but entries in logs for up speed show 16/17mb suggesting infinity 2 and your latest connection stats show zero down noise margin so something seriously wrong

I have asked mods to see if they can help with another engineer visit having read your posts  they will post a link to form here



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Moderator
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Message 5 of 5

Re: VDSL Link Down! Fibre connection persistently dropping, Smart Hub disconnecting issues.

Hi @AHirsh Sorry that you are experiencing drops with your broadband connection.

We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

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