Frequent disconnects

[piggygoesoink]

Hi,

I have been experiencing frequent disconnects on my broadband line for several months now.

I have had two engineers visit and both have assured me that the line is fine.

I have called customer support numerous times and they have detected a fault once which was apparently resolved by open reach. However my line drops multiple times a day, but then sometimes is fine for a while, but I am constantly experiencing issues.

Any help would be appreciated.

Thanks

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

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.

[piggygoesoink]

The issue is broadband dropping as a whole. Ethernet connected devices also drop. Logging into the router shows the broadband connection had dropped. The lights usually change to flashing orange then eventually goes back to green once reconnected.

1.

Product code:Smart Hub 2

Serial number:+EEH002+2105005307

Firmware version:v0.05.01.09191-EE

Firmware updated:Thu Jan 5 01:06:42 2023

Board version:R01

GUI version:1.2 06_07_2022

DSL uptime:-

Data rate:-

Maximum data rate:24.529 Mbps / 81.679 Mbps

Noise margin:0.0 / 12.1

Line attenuation:0.0 / 35.9

Signal attenuation:0.0 / 35.9

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:-

Broadband username:

2.4 GHz wireless network name:

2.4 GHz wireless channel:Smart (Channel6)

5 GHz wireless network name:

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

MAC address:

Software variant:-

Boot loader:0.1.7-EE (Fri Sep 20 18:43:31 2019)

2.

https://www.thinkbroadband.com/speedtest/1674080244730844455

3.

Telephone number on EXCHANGE KINGSTON is served by Cabinet 11

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low        VDSL Range A (Clean) 
VDSL Range B (Impacted) 
G.fast Range A (Clean) 
G.fast Range B (Impacted) 

80	77.6	20	19	72.9	Available	Available	--
80	75.9	20	19	68.9	Available	Available	--
295.2	213.6	46.6	22.9	189.5	Available	Available	--
249.2	183.7	32.7	16.4	168.3	Available	Available	--

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+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 18	--	16 to 19.5	Available	--
Up to 18	Up to 1.5	16 to 19.5	Available	--
Up to 7.5	--	6.5 to 8	Available	--
2	--	--	Available	--
2	--	--	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 18	--	16 to 19.5	Available	--
Up to 7.5	--	16 to 19.5	Available	--
Up to 2	--	6.5 to 8	Available	--

Observed Speeds G.FASTMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

185.45

37.01

2023-01-17

Other Offerings Availability DateVDSL MulticastADSL MulticastG.fast Multicast

Available

Available

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

U

N

N

05-01-2023

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

N

N

[XRaySpeX]

Why is there no "Data rate" showing in the router stats?

[piggygoesoink]

Ah I copied this when broadband was disconnected. Here it is now: 

Product code:Smart Hub 2

Serial number:+EEH002+2105005307

Firmware version:v0.05.01.09191-EE

Firmware updated:Thu Jan 5 01:06:42 2023

Board version:R01

GUI version:1.2 06_07_2022

DSL uptime:0 days,09 Hours47 Mins15 Secs

Data rate:29.479 Mbps / 159.133 Mbps

Maximum data rate:37.753 Mbps / 189.112 Mbps

Noise margin:17.8 / 15.9

Line attenuation:0.0 / 33.0

Signal attenuation:0.0 / 33.0

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:160.5 MB Uploaded / 18.5 GB Downloaded

Broadband username:

2.4 GHz wireless network name:

2.4 GHz wireless channel:Smart (Channel6)

5 GHz wireless network name:

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

MAC address:

Software variant:-

Boot loader:0.1.7-EE (Fri Sep 20 18:43:31 2019)

[XRaySpeX]

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?

[piggygoesoink]

Hi

I have a Master Socket 5C,

When I remove the face plate and connect the phone line from the router into the socket I cannot get a broadband connection at all.

There are no phone line extensions. I don't see any wires connected to the back of the faceplate.

I don't have a telephone to test the line, however, I have had at least 2 engineers come and test the line and both have assured me the line is quiet with no noise.

This is the latest router stats. As you can see I have a short uptime due to the continual disconnections.

Product code:Smart Router

Serial number:+EEH002+2105005307

Firmware version:v0.05.01.09191-EE

Firmware updated:Thu Jan 5 01:06:42 2023

Board version:R01

GUI version:1.2 06_07_2022

DSL uptime:1 days,08 Hours28 Mins23 Secs

Data rate:29.488 Mbps / 159.051 Mbps

Maximum data rate:35.563 Mbps / 176.692 Mbps

Noise margin:18.1 / 15.3

Line attenuation:0.0 / 32.3

Signal attenuation:0.0 / 32.3

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:3.6 GB Uploaded / 18.8 GB Downloaded

Broadband username:

2.4 GHz wireless network name:

2.4 GHz wireless channel:Smart (Channel1)

5 GHz wireless network name:

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:

Software variant:-

Boot loader:0.1.7-EE (Fri Sep 20 18:43:31 2019)

[Mustrum]

@piggygoesoink    did you use a dangly filter when you tried the test socket?

[XRaySpeX]

---

@piggygoesoink wrote:

When I remove the face plate and connect the phone line from the router into the socket I cannot get a broadband connection at all.

---

You do have a dingly micro-filter on it?

Follow Linebox NTE5C User instructions to get to the test socket.

The QLT is the most important test to help diagnose faults such as yours. Noise on the line is the most common cause of BB failing or going slow.