topic Re: Re: Frequent disconnects in Broadband & Landline

Re: Frequent disconnects

dacr17 — Fri, 10 Mar 2023 14:36:55 GMT

I am experiencing the same issue. Broadband constantly drops, and no, it's not wifi, but the entire router, here's a sample of a message I get digging up the router log:

WAN connection WAN2_INTERNET_PTM disconnected. [ERROR_NO_CARRIER]

I have had 2 OpenReach engineers over to confirm line is fine. EE has sent me a new SmartHub, but to no avail. I am very **bleep**ed with this, as both I and my partner work from home, and have constant Teams meetings. Unfortunately I've just signed another contract extension, so I feel stuck with this ridiculous service..

Re: Re: Frequent disconnects

XRaySpeX — Fri, 10 Mar 2023 14:44:29 GMT

@dacr17 : Welcome to EE's Home Broadband Forum.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. 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, not the Postcode Checker.

Re: Re: Frequent disconnects

Mustrum — Fri, 10 Mar 2023 14:46:12 GMT

@dacr17 even if you had not just signed a new contract, if you still have a fault on your line it needs to be fixed. Unfortunately faults are not always able to be identified straight away, sometimes complex faults can take time to identify and fix.

If you post the information requested above we maybe able to help to get the line fixed.

HTH

Re: Re: Frequent disconnects

dacr17 — Fri, 10 Mar 2023 15:07:02 GMT

Here's the information you'd requested:

Product name	EE Smart Hub
Serial number	+EEH001+2050003114
Firmware version	v0.08.02.12273-EE (Tue Dec 27 16:07:25 2022)
Board version	1
Data sent / received	263.2 MB / 99.0 MB
DSL uptime	0 days 0 Hours 24 Mins 55 Secs
Data rate	18.02 Mbps/80.00 Mbps
Maximum Data rate	18.0 Mbps/80.8 Mbps
Noise margin (up/down)	6.0/4.1
Line attenuation (up/down)	23.8/18.7
Signal attenuation (up/down)	23.7/18.7
Broadband username
2.4 GHz wireless network name
2.4 GHz wireless channel	Smart (Channel 6)
5 GHz wireless network name
5 GHz wireless channel	Smart (Channel 48)
Wireless Security	WPA
Wireless mode	Mode 1
Firewall	Default
MAC address	60:8D:26:89:D3:83
Software variant	-
Boot loader	0.0.3-EE (Mon Dec 4 17:32:53 2017)

I've purposefully removed the network name information. As you can see, the last time I've had a dropout was 24 mins ago.

Re: Re: Frequent disconnects

XRaySpeX — Fri, 10 Mar 2023 15:05:55 GMT

Thanks but remove your BB Username.

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: Re: Frequent disconnects

dacr17 — Fri, 10 Mar 2023 15:09:31 GMT

I have to say, you have the same response to everyone, which makes me wonder whether you're a human or a bot. I'm inclining to believe the latter, as you seem to have totally ignored the fact that I had 2 OpenReach engineers come over and run a bunch of tests (one even replaced the entire OpenReach box), so I don't see any point in doing your tests.

Is there anything else you can suggest?

Re: Re: Frequent disconnects

Mustrum — Fri, 10 Mar 2023 15:11:25 GMT

thanks @dacr17 I guess the good news is that you are quite close to the cabinet and have close to the max speeds, and that DLM has not yet reduced your speeds due to the drops.

Was there anything that happened 24 mins agao that could have caused the drop? Even walking past the socket could cause a problem, but testing from the hiddent test socket should identify that.

Re: Re: Frequent disconnects

dacr17 — Fri, 10 Mar 2023 15:31:05 GMT

I don't seem to be able to get broadband connected when using the test socket. Here's the status information I get from the router:

Product name	EE Smart Hub
Serial number	+EEH001+2050003114
Firmware version	v0.08.02.12273-EE (Tue Dec 27 16:07:25 2022)
Board version	1
Broadband username
2.4 GHz wireless network name
2.4 GHz wireless channel	Smart (Channel 6)
5 GHz wireless network name
5 GHz wireless channel	Smart (Channel 48)
Wireless Security	WPA
Wireless mode	Mode 1
Firewall	Default
MAC address	60:8D:26:89:D3:83
Software variant	-
Boot loader	0.0.3-EE (Mon Dec 4 17:32:53 2017)

No, nothing special happened when broadband dropped. Me and my partner are both sitting at our desks when it happens.

Re: Re: Frequent disconnects

dacr17 — Fri, 10 Mar 2023 15:38:56 GMT

Product name	EE Smart Hub
Serial number	+EEH001+2050003114
Firmware version	v0.08.02.12273-EE (Tue Dec 27 16:07:25 2022)
Board version	1
Broadband username
2.4 GHz wireless network name
2.4 GHz wireless channel	Smart (Channel 6)
5 GHz wireless network name
5 GHz wireless channel	Smart (Channel 48)
Wireless Security	WPA
Wireless mode	Mode 1
Firewall	Default
MAC address	60:8D:26:89:D3:83
Software variant	-
Boot loader	0.0.3-EE (Mon Dec 4 17:32:53 2017)

I can't seem to connect using the test socket. Not sure why.

Re: Re: Frequent disconnects

Mustrum — Fri, 10 Mar 2023 15:41:10 GMT

@dacr17 are you using one of the dangly filters that come with the router when trying to connect in the test socket?

Re: Re: Frequent disconnects

dacr17 — Fri, 10 Mar 2023 15:52:00 GMT

No, I don't have one, and I've just been explained by EE support that as I don't have a voice line, connecting to the test socket directly won't work.

Re: Re: Frequent disconnects

XRaySpeX — Fri, 10 Mar 2023 15:56:03 GMT

In which case I'll leave it to you. I don't see the point of coming here when you are going to rely entirely on what OR told you. What more do you expect us to be able to tell you?

Re: Re: Frequent disconnects

Mustrum — Fri, 10 Mar 2023 15:57:26 GMT

@dacr17 that is a shame, but the info you got from support is rubbish.

The dangly filter converts a phone type socket to a RJ11 interface, and filters out the higher frequencies to the phone connection. The test socket still carries the VDSL frequencies, it just needs a physical conversion, that the dangly filter supplies to work.

Re: Re: Frequent disconnects

dacr17 — Fri, 10 Mar 2023 15:59:58 GMT

Frankly, I would have hoped you had some knowledge about this type of error: WAN connection WAN2_INTERNET_PTM disconnected. [ERROR_NO_CARRIER]

And surely you can see that this is no wifi issue.

Re: Re: Frequent disconnects

XRaySpeX — Fri, 10 Mar 2023 16:07:30 GMT

Yes, all it means is that the BB went down but you know that already as you experienced it.

Yes, I already see that it is not a WiFi issue. Hence the need to investigate noise on the line at the test socket. Noise on the line is the most common cause of BB failing or going slow.

Re: Re: Frequent disconnects

dacr17 — Fri, 10 Mar 2023 16:11:03 GMT

Ok, thanks. I'll try to find one of those dangly filters and run the test.