topic Re: Internet connection / Wi-Fi drops out in Broadband & Landline

Internet connection / Wi-Fi drops out

Alicephil — Wed, 24 Aug 2022 04:53:51 GMT

Hi we’ve recently joined EE broadband and throughout the day and evening our wifi drops out for a short while. The internet light button flashes oranges on the router box - is there any way of solving this? I’ve seen on other posts with similar issue la ask also for this detail

STATUS

Configured CurrentLine StatusLink TypeOperation Mode

--	UP
--	Interleaved Path
Automatic	G.992.1 (G.DMT)

DATA RATE INFORMATION

UpstreamDownstream

448 (Kbps)

7776 (Kbps)

DEFECT/FAILURE INDICATION

Operation Data Upstream DownstreamNoise MarginLine Attenuation

28.0 (dB)	6.3 (dB)
29.0 (dB)	45.5 (dB)

Indicator Name Near End Indicator Far End IndicatorOutput PowerFast Path FEC CorrectionInterleaved Path FEC CorrectionFast Path CRC ErrorInterleaved Path CRC ErrorLoss Of Signal DefectFast Path HEC Error STRInterleaved Path HEC ErrorError Seconds

12.3 (dBm)	19.9 (dBm)
--	--
73	0
--	--
0	0
1	0
--	--
0	0
13018	0

STATISTICS

Received DataTransmitted Data

1263672 (Kbits)

64346 (Kbits)

System Uptime is: 46:20:32

Exchange ARLEY

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxFixed Rate

Up to 3	--	1.5 to 5.5	Available	--
Up to 3	Up to 0.5	1.5 to 5.5	Available	--
Up to 2	--	1.5 to 4.5	Available	--
1	--	--	Available	--

SOADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) WBC SOADSL Availability Date Left in JumperWBC SOADSL 2+SOADSL Max

Up to 3	--	1.5 to 5.5	--	--
Up to 2	--	1.5 to 5.5	--	--

Observed Speeds ADSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

7.65

0.45

2022-04-30

Other Offerings Availability DateADSL Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

05-07-2022

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

Re: Internet connection / Wi-Fi drops out

Christopher_G — Wed, 24 Aug 2022 10:34:54 GMT

Hi @Alicephil

Welcome to the community.

Have you tried looking through our broadband help pages? There are a few troubleshooting checks on there to follow.

I think the post that you viewed was probably answered by @XRaySpeX, who I'm sure will reply to your post when he's next logged in. 🙂

Chris

Re: Internet connection / Wi-Fi drops out

XRaySpeX — Wed, 24 Aug 2022 12:34:21 GMT

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

Re: Internet connection / Wi-Fi drops out

Alicephil — Thu, 25 Aug 2022 08:39:54 GMT

Hello,

Thanks for the replies!
I have tried the phone line - all seems okay I think?

and I’ve rebooted the router in the master socket. Here are the stats… it’s hard to see if there is a difference yet as the dropping out rate was always random and throughout the day!

System Uptime is: 00:02:57

	Configured	Current
Line Status	--	UP
Link Type	--	Interleaved Path
Operation Mode	Automatic	G.992.1 (G.DMT)

DATA RATE INFORMATION

Upstream	448 (Kbps)
Downstream	8096 (Kbps)

DEFECT/FAILURE INDICATION

Operation Data	Upstream	Downstream
Noise Margin	29.0 (dB)	6.1 (dB)
Line Attenuation	29.0 (dB)	45.5 (dB)

Indicator Name	Near End Indicator	Far End Indicator
Output Power	12.3 (dBm)	19.9 (dBm)
Fast Path FEC Correction	--	--
Interleaved Path FEC Correction	112	0
Fast Path CRC Error	--	--
Interleaved Path CRC Error	0	0
Loss Of Signal Defect	0	0
Fast Path HEC Error STR	--	--
Interleaved Path HEC Error	0	0
Error Seconds	0	0

STATISTICS

Received Data	11931 (Kbits)
Transmitted Data	3388 (Kbits

Re: Internet connection / Wi-Fi drops out

XRaySpeX — Thu, 25 Aug 2022 11:18:26 GMT

Was the QLT silent?

Re: Internet connection / Wi-Fi drops out

Alicephil — Tue, 30 Aug 2022 20:59:35 GMT

When I tried it there was a continuous noise - and some crackling when I moved the phone cord but other than that okay?

It only seems to happen in the evening (happened twice in the past 10 mins) and seems to fix itself when turned off and on

my router is connected to the test socket via a filter currently.

thanks

Re: Internet connection / Wi-Fi drops out

XRaySpeX — Tue, 30 Aug 2022 22:14:57 GMT

Not really. It should be silent between announcements.

Try setting Advanced > BB Settings > DSL mode to G.992.3 (ADSL2) & post full stats from test socket.

Re: Internet connection / Wi-Fi drops out

Alicephil — Thu, 01 Sep 2022 06:42:47 GMT

Hello

these are my stats from that - I’m not sure if I did it right? My connection was completely lost.

STATUS

Configured CurrentLine StatusLink TypeOperation Mode

--	TRAINING
--	--
Automatic	--

DATA RATE INFORMATION

UpstreamDownstream

0 (Kbps)

DEFECT/FAILURE INDICATION

Operation Data Upstream DownstreamNoise MarginLine Attenuation

0.0 (dB)	0.0 (dB)
0.0 (dB)	0.0 (dB)

0.0 (dBm)	0.0 (dBm)
--	--
--	--
--	--
--	--
0	0
--	--
--	--
0	0

STATISTICS

Received DataTransmitted Data

0 (Kbits)

Re: Internet connection / Wi-Fi drops out

XRaySpeX — Thu, 01 Sep 2022 10:22:02 GMT

The DSL Mode still set as Auto. You may have to untick "Enable ADSL/Fibre auto sensing" to do this.

Re: Internet connection / Wi-Fi drops out

Alicephil — Fri, 02 Sep 2022 06:23:19 GMT

Line StatusLink TypeOperation Mode

--	TRAINING
--	--
Automatic	--

DATA RATE INFORMATION

UpstreamDownstream

0 (Kbps)

DEFECT/FAILURE INDICATION

Operation Data Upstream DownstreamNoise MarginLine Attenuation

0.0 (dB)	0.0 (dB)
0.0 (dB)	0.0 (dB)

0.0 (dBm)	0.0 (dBm)
--	--
--	--
--	--
--	--
0	0
--	--
--	--
13615	0

STATISTICS

Received DataTransmitted Data

131363 (Kbits)

17834 (Kbits)

Re: Internet connection / Wi-Fi drops out

XRaySpeX — Fri, 02 Sep 2022 06:28:27 GMT

No, it's still set to Auto.

Show the Advanced > BB Settings page as you are setting the DSL mode.

Re: Internet connection / Wi-Fi drops out

Alicephil — Fri, 02 Sep 2022 06:47:26 GMT

Hi - everytime I save that setting the internet connection drops completely. I hope you can see the picture - our location is rural so don’t have the best 4g - wifi obvs is down

Re: Internet connection / Wi-Fi drops out

XRaySpeX — Fri, 02 Sep 2022 09:57:09 GMT

Looks OK. It's correct that when you change DSL Mode the router re-syncs for the new ADSL.

Looks like the avenue I was exploring is not viable at your exchange.

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

Re: Internet connection / Wi-Fi drops out

Alicephil — Fri, 02 Sep 2022 12:23:20 GMT

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxFixed Rate

Up to 5.5	--	4.5 to 6.5	Available	--
Up to 5.5	Up to 0.5	4.5 to 6.5	Available	--
Up to 5.5	--	4.5 to 6.5	Available	--
1	--	--	Available	--

SOADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) WBC SOADSL Availability Date Left in JumperWBC SOADSL 2+SOADSL Max

Up to 5.5	--	4.5 to 6.5	--	--
Up to 5.5	--	4.5 to 6.5	--	--

Observed Speeds ADSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

7.65

0.45

2022-04-30

Other Offerings Availability DateADSL Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

25-08-2022

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

As a fibre priority exchange, FTTP has priority over other products if available at the address

WLR is currently available at the exchange

SOADSL is restricted at the exchange

FTTP is not available.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 31 Jan 2016. The Formal Retirement date for IPstream is from 31 Dec 2016.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

Mildenhall exchange:Only single order products are available and ADSL and ADSL2+ products are not shown as available.However for premises that can only be served by SOADSL, BT will continue to accept ADSL and ADSL2+ orders until SOADSL is available.

Re: Internet connection / Wi-Fi drops out

XRaySpeX — Fri, 02 Sep 2022 15:17:18 GMT

You should be able to switch to ADSL2 there. I can't think why it's not. However even if you could It's not going to make any diff.

I should report the noise on the line as a voice fault.