Router frequently loses DSL connection

[mhepplewhite2]

My recently acquired EE 'SMART Hub' router (post PlusNet which was free from issues, and IMO a much more useful router) keeps reporting DSL Connection Lost. I tried EE Chat but since there was not an issue at that moment, nothing obvious progressed. It is definitely the DSL, not wifi. Any advice on how to resolve the issue will be gratefully received. Thanks.

[mhepplewhite2]

Thanks again. 

Attached is BT report, I think the screenshot covers detail required. 

Socket is a fairly recent BT modern type with built in splitter.

As I have said a few times, previous PlusNet router, which I think I had until June, was performing well.

I have the following conjectures:

a. The line has become noisy, will try and check for this later

b. The EE router is susceptible to mains supply noise

c. OpenReach have been tinkering with the lines.

d. There is a problem with EE supplied equipment, either the router or elsewhere

[mhepplewhite2]

Thank you for the suggestion. 

Unfortunately my mobile phone service provider does not support shortform SMS codes so I need an alternative. 

[JimM11]

@mhepplewhite2 Will take a look when your picture get's cleared, the only thing OR has done is move your line to a sogea connection for the DV side off the operation, you can try the noisy connection not sure if it will though as your line voice is delivered DV, but it's worth a go. 

Socket test is removing the face plate, but you do need a ADSL Filter to reconnect the cable to a test socket that you see with the faceplate removed, sometimes one in the box or you may have one with the old PN hub. If you have the 5c plate, lower bottom about 1" pinch the sides and pull back to remove, every time the connection get's removed potential to lower your sync speed as the Line manager has no idea what is going on, sync is lowered to try and keep a line going....

Edit:- Picture is cleared so you are stuck at present your above the min that OR has published, only you know how good it was before the change.

Dial 150 from your landline phone, that will get you to EE and listen to the IVR prompts you want to speak with someone.

[JimM11]

@mhepplewhite2 If EE do go down the route which they often do first stage, new EE Hub will be sent and you then test and observe as you are doing now, DSL drops are just not good that is a lost connection for you not that often from your posted example, noisy line shows up with more of a poor BB connection and speed issue's when the connection get's strained on demanding more throughput off the data, ie watching a 4k movie and trying to surf at the same time, demand just does not keep up. 

Test socket plug in may help but you will need to see if you are still getting DSL drops. 

Edit:- Internal phone wiring can be an issue, do you per chance have MORE than that OR master socket, ie extensions socket's throughout the home for phone connection's one off the first test's OR should do to eliminate wiring issues that can happen when the Master phone socket is not wired up correctly. I have 3 extension socket's but did take care off the wiring correctly for the new 5c MKIV faceplate and wiring but that was all years ago and well PRE an EE connection when Sky delivered the Broadband and Voice over a FTTC connection at that time. Occasional voice issue's and sky fixed those rapid with a call to them at that time.

[JimM11]

You can if you wish use the link below, it will hammer your line just set up same and see your results, packetlosstest link is there.

Re: 1.6Gb keeps fluctuating between 0 and 1500Mbps - The EE Community

[mhepplewhite2]

Thank you again for all recent advice, much appreciated. A couple of things further:

- I am getting a sense of deja vu. I had a lot of disconnects around last weekend when I recall it was windy. The weather has since been very much calmer. Phone lines are overhead here and several years ago I had an issue where there was wind-induced noise on the line (which could be heard on the good old analogue phone). Quite hard to trace. Also, in another location, had rain-ingress into a pole-mounted JB. Awaiting more wind (or rain) ...

- DSL connection lost this morning at 0813, and I managed to catch the router light flashing orange (SH31B as you suggested) until it sorted.

- internal phone wiring is OK, nothing beyond the master socket.

- packet testing: with a UK or other relatively local server as source, no packets lost.

ATM I think I am in a monitoring mode, particularly to see if there is a weather effect.

[JimM11]

@mhepplewhite2 Just call EE CS, use 150 from your landline phone, they can run a diagnostic service to your home, and as your logs also show DSL drops then it's only one off a few problems to be looked at, yes it can be the cable strung from the pole to the home, but more a bad joint effect as you are re-syncing very quickly within the 30 second period so others also cannot be ruled out until checked also. 

Makes lot more sense now you are professing to have had actual issue's before with your cable connection, and yes wind/water elements are the absolute OR Engineers nightmare fixes for especially intermittent faults.

No packet loss is good, delayed packets any off those? None off them then your line is working good apart from the DSL drops you are having...

[JimM11]

@mhepplewhite2 Not 100% sure but if you have your old PN2 hub still, you may be able to connect it up, set the broadband user name to the EE one password is BT in caps and see what it is like on the line, you will unfortunately have to do without the Landline during the test period if that helps, just another possible suggestion for you.  

Took a look through my kept Technical logs, had one DSL at the start and NOTHING for the 75 day's that the Hub was up working, was monitoring at that time for the log period slowdown causing ages to look at the web manager, so in the 75 day's went from the 1 second connect to about 10 seconds before you could view anything on that Hub.

[mhepplewhite2]

Interesting suggestion, thank you. I did get more value from the PN hub, the logs in particular.

So, when I get time...

[JimM11]

@mhepplewhite2 The PN2 is just like the BT Smart Hub 2 also, but the BT one does have a working ATA DV port connection and logging on that will virtually be identical i would think to your PN one, works on the EE connection and plenty going about on the Flea bay site.