Broadband dropouts

[Dennis66]

Reported regular dropouts twice now. We had a BT engineer out a few weeks ago to 'repair' our loss of landline and internet, but since then it has dropped out intermittently for a few minutes at a time. The fact it's intermittent means that it comes back on when I'm the middle of reporting it!

We're only getting about 1.2 Mbps at the best of times. It was pretty reliable up to the time of repair, but now ithe dropouts are getting REALLY ANNOYING.

Hopefully a support advisor will read this and look into it.

Merry Christmas....

[Mustrum]

@Dennis66   there is no one on here who has account access. You will need to contact the Broadband Care Team to get someone to look at your fault.

[XRaySpeX]

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.

[Dennis66]

Thank for responding on Boxing Day!

I'm using a TP-Link Archer VR400 router and can only find this:

  Upstream Downstream

Current Rate(kbps)	673	1415
Max Rate(kbps)	707	2036
SNR Margin(dB)	6.8	9.7
Line Attenuation(dB)	43.7	67
Errors(pkts)	407017	872864

Speedtest link:

https://www.thinkbroadband.com/speedtest/1672062418165156755

Telephone Number  *** on Exchange ANCRUM is served by Cabinet 1

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

50

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date Left in JumperWBC ADSL 2+ADSL MaxWBC Fixed RateFixed Rate

Up to 1	--	1 to 3	Available	--
Up to 0.75	--	0.75 to 2.5	Available	--
0.5	--	--	Available	--
0.5	--	--	Available	--

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

Up to 1	--	1 to 3	--	--
Up to 0.75	--		--	--
Up to 0.5	--	0.75 to 2.5	--	--

Observed Speeds ADSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

1.62

0.75

2022-12-09

Other Offerings Availability DateADSL Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

U

--

--

--

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

N

Y

FTTP is not available.

The exchange is not in a current fibre priority programme

WLR is currently available at the exchange

SOADSL is restricted at the exchange

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.

[Dennis66]

I know, but like I said, the dropouts are so temporary that by the time I get through on the phone the connection is back up and they cannot see the fault. I think they can see the line history and problems,  but last time I was advised to just keep an eye on the connection.

I will call them again once the holidays (and strikes) are over.

[Mustrum]

It looks like you are quite a long way from the exchange but your speeds are within the expected range.

Do you notice any noise on the line, especially when you get the drop outs?

Or is it worse when it is windy or raining?

Is the line quiet, dial 17070 option 2, preferably using a corded phone.

[Dennis66]

It looks like you are quite a long way from the exchange but your speeds are within the expected range.
Yes, but we were getting slightly higher speeds before the repair (around 1.7 Mbps). And it's not so much the drop in speed as the unreliability of connection.

Do you notice any noise on the line, especially when you get the drop outs?
Can't say I've noticed undue noise, but there is a crackling on the line.

Or is it worse when it is windy or raining?
Haven't tried the noise test with bad weather, but it will be something to try next.

Is the line quiet, dial 17070 option 2, preferably using a corded phone.
Yes. there is some slight crackilng on the line with the corded phone.

[Mustrum]

Your speeds will have reduced due the noise on the line.

I would report a noisy line phone fault, once that is sorted your speeds should increase again.

[XRaySpeX]

You can only get the ADSL that you are on there & have an awfully long line. You are probably getting as fast as you can get.

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?

[Dennis66]

Thanks. I'm already using the test socket, but I will check for line noise next time the connection drops out. I didn't know about the 17070 option so thats something new I've learned.

I'll report the line noise back to EE once the holidays are over.

Thanks again guys, have a good New Year.