WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

[andriyovsanuk]

My broadband keeps dropping for no reason whatsoever for the past month, tried almost everything, had 2 engineers come, one said that the broadband was broken and it wasn't. Another one was also no help. 
The things that I have tried so far:
- Got 2 engineers visited, nothing changed
- Got sent 2 broadbands by EE, same issues still occurs
- Changed all the cables, still no help
The landline seems to be working just fine, can anyone on here please help me?

Product code:Smart Router

Serial number:+EEH002+2210006772

Firmware version:v0.05.00.03231-EE

Firmware updated:Sat Oct 8 01:34:48 2022

Board version:R01

GUI version:1.1 28_11_2019

DSL uptime:0 days,00 Hours00 Mins12 Secs

Data rate:11.999 Mbps / 60 Mbps

Maximum data rate:19.114 Mbps / 76.441 Mbps

Noise margin:9.9 / 9.9

Line attenuation:3.4 / 7.2

Signal attenuation:3.3 / 7.9

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:0.4 MB Uploaded  / 15.7 MB Downloaded

Broadband username:readytoconnect@fs

2.4 GHz wireless network name:EE-Q2C288

2.4 GHz wireless channel:Smart (Channel6)

5 GHz wireless network name:EE-Q2C288

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:18:58:80:98:7D:29

Software variant:-

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

[XRaySpeX]

@andriyovsanuk : Enter your BB Username & Pwd on the Advanced > BB > Internet page & try again.

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.

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

[andriyovsanuk]

I'm not sure what you mean? I went into advanced broadband settings, disconected it and connected it again, still the same issue occurs. Here's the log:

22:23:20, 09 Oct.PPP: Received PADS

22:23:20, 09 Oct.PPP: Sending PADR

22:23:20, 09 Oct.PPP: Received PADO

22:23:20, 09 Oct.PPP: Sending PADI

22:23:15, 09 Oct.PPP: Sending PADI

22:23:09, 09 Oct.PPP: Starting PPP daemon

22:23:08, 09 Oct.WAN Auto-sensing detected port DSL WAN

22:23:08, 09 Oct.DSL Link Up: Down Rate=54997kbps, Up Rate=9998kbps; SNR Margin Down=13.0dB, Up=16.1dB

22:22:49, 09 Oct.admin login success from 192.168.1.207

22:22:32, 09 Oct.WAN Sensing Auto sensing Complete, interface selected

22:22:32, 09 Oct.WAN Sensing Auto sensing Running

22:22:31, 09 Oct.WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

22:22:25, 09 Oct.PPP: Stopped PPP daemon(0,1,5)

22:22:22, 09 Oct.PPP LCP Send Termination Request (User request)

22:22:19, 09 Oct.PPP LCP Send Termination Request (User request)

22:22:19, 09 Oct.PPP: IPCP down

22:22:19, 09 Oct.PPP: LCP down

22:22:19, 09 Oct.DSL Link Down: duration was 2830 seconds

[XRaySpeX]

All I meant was retype your BB Username & Pwd into the Advanced > BB > Internet page & try to reconnect again. It is still showing the default BB Username in the page you posted in your OP.

[andriyovsanuk]

As if the default username you mean "readytoconnect@fs" ? If so, when I open Advanced > BB > Internet, the username is PRODUCTION... etc, tried typing all that, disconnected and connected, issue still there. (Sorry if I didn't understand properly)

[XRaySpeX]

OK, your router must already have your correct BB Username & Pwd. It's just that the page you posted in your OP showing "readytoconnect@fs" put me off.

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?

[Mustrum]

@andriyovsanuk   it would be worth going back to the initial basic questions, seems a bit of a tangent has not helped/confused the  initial reply.

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.

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

[andriyovsanuk · Accepted solution]

Hello, the issue seems to have been resolved by one of the engineers, turns out they haven't checked the second master socket in the house which had 3 cables intersecting each other which also decreased the speed of the internet, in other words there was a leakage due to how the building is wired. In conclusion, the landline was fine and no cables were damaged.

[Christopher_G]

Thank you for coming back to us to let us know, @anriyovsanuk. Glad it's all sorted.

Chris

[XRaySpeX]

Ah, looks like star wiring (bad for BB). Sort of thing I was looking for when asking about master socket & extensions' wiring.