by Misaki Investigator
Investigator

Broadband dropping out, slowing down and not keeping a connection

I just want to declare that I don't technically own the broadband itself as I'm a private tenant. However, I can still access the router's page and troubleshoot issues.


I've had my broadband since September last year and it's been working perfectly (apart from a few connection issues with the WiFi). However, a few weeks ago, the broadband has been dropping consistantly. I usually go downstairs to be greeting with the broadband or internet light being red, before it starts to attempt a connection to EE again.

 

With this, while checking the router's page, I noticed that my down and upstream values have dropped significantly. Downstream used to be around 14Mbps but it has decreased to 6.65Mbps as of now.

 

Looking at the DSL Status Page, My link type is currently on "Interleaved Path" and these are the current "dB" noise for the Noise Margin (Top) and Line Attenuation (Bottom):

7.6 (dB) 9.9 (dB)

17.9 (dB) 30.5 (dB)

If there's anything, anyone can do to help troubleshoot these issues, I'd be more than happy to do whatever it takes to make the internet connection stable and fast again.


Current System Logs:

09:27:30, 13 Jun. Time is synced to NTP server
09:27:16, 13 Jun. PPP connection up (ADSL)
09:27:15, 13 Jun. PPP: IPCP up
09:27:14, 13 Jun. PPP: CHAP authentication succeeded
09:27:14, 13 Jun. PPP: LCP up
09:27:10, 13 Jun. PPP: Starting PPP daemon
09:27:09, 13 Jun. WAN link up (ADSL)
09:26:35, 13 Jun. WAN link down (ADSL)
09:26:34, 13 Jun. PPP connection down (ADSL)
09:26:25, 13 Jun. PPP: Stopped PPP daemon(0,1,5)
09:26:19, 13 Jun. PPP: IPCP down
09:26:19, 13 Jun. PPP: LCP down
09:24:05, 13 Jun. Time is synced to NTP server
09:23:51, 13 Jun. PPP connection up (ADSL)
09:23:50, 13 Jun. PPP: IPCP up
09:23:49, 13 Jun. PPP: CHAP authentication succeeded
09:23:49, 13 Jun. PPP: LCP up
09:23:44, 13 Jun. PPP: Starting PPP daemon
09:23:43, 13 Jun. WAN link up (ADSL)
09:23:37, 13 Jun. WAN link down (ADSL)
09:23:36, 13 Jun. PPP connection down (ADSL)
09:23:26, 13 Jun. PPP: Stopped PPP daemon(0,1,5)
09:23:20, 13 Jun. PPP: IPCP down
09:23:20, 13 Jun. PPP: LCP down
09:14:03, 13 Jun. Time is synced to NTP server
09:13:47, 13 Jun. PPP connection up (ADSL)
09:13:47, 13 Jun. PPP: IPCP up
09:13:46, 13 Jun. PPP: CHAP authentication succeeded
09:13:46, 13 Jun. PPP: LCP up
09:13:42, 13 Jun. PPP: Starting PPP daemon
09:13:41, 13 Jun. WAN link up (ADSL)
09:13:25, 13 Jun. WAN link down (ADSL)
09:13:24, 13 Jun. PPP: Stopped PPP daemon(0,1,5)
09:13:07, 13 Jun. PPP: Starting PPP daemon
09:13:06, 13 Jun. WAN link up (ADSL)
09:12:50, 13 Jun. WAN link down (ADSL)
09:12:48, 13 Jun. PPP: Stopped PPP daemon(0,1,5)
09:12:32, 13 Jun. PPP: Starting PPP daemon
09:12:31, 13 Jun. WAN link up (ADSL)
09:11:49, 13 Jun. WAN link down (ADSL)
09:11:48, 13 Jun. PPP: Stopped PPP daemon(0,1,5)
09:11:40, 13 Jun. PPP: Starting PPP daemon
09:11:37, 13 Jun. System up, firmware version: v0.00.14.0001-OT (Wed Jun 24 19:52:22 2015)
09:11:34, 13 Jun. WAN link up (ADSL)
09:10:36, 13 Jun. System start

12 REPLIES 12
by Grand Master
Grand Master

Re: Broadband dropping out, slowing down and not keeping a connection

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.

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 exchange are you connected to? If you don't know use: http://www.samknows.com/broadband/exchange_search and post the URL of your exchange page.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Misaki Investigator
Investigator

Re: Broadband dropping out, slowing down and not keeping a connection

Hi, Ray!

 

The system uptime (the router was rebooted before this time due to a "Duplicate Administrator" error) is: 00:18:51

 

Status

 

Read more
Line Status: UP
Link Type: Interleaved Path
Operation Mode: G.992.5 (ADSL2+)

Data Rate Information

  

Read more
Upstream: 358 (Kbps)
Downstream:  6652 (Kbps)

Defect/Failure Indication

 

Read more
Noise Margin: Upstream: 19.4 (dB) | Downstrem: 7.0 (dB)
Line Attenuation: Upstream: 18.6 (dB) | Downstream: 31.0 (dB)

Output Power: Near: 12.6 (dBm) | Far: 0.0 (dBm)
Fast Path FEC Correction: Near & Far: --
Interleaved Path FEC Correction: Near: 2017 | Far: 1
Fast Path CRC Error: Near & Far: --
Interleaved Path CRC Error: Near: 0 | Far: 7083
Loss of Signal Defect: Near: 2 | Far: 0
Fast Path HEC Error STR: Near & Far: --
Interleaved Path HEC Error: Near: 11 | Far: 19
Error Seconds: Near: 135 | Far: 0

Speed Test: Here

Exchange is SLLI

by Grand Master
Grand Master

Re: Broadband dropping out, slowing down and not keeping a connection

Yes, you should be syncing at about 14 Meg. Have an idea but just do a coupla more tests.

 

Reboot the router & try plugging it into 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?

Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better? Run it for a few days like this uninterrupted by you. Then post the full router stats & System Uptime again.

Try the BT Quiet Line Test (dial 17070 Opt 2), preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Misaki Investigator
Investigator

Re: Broadband dropping out, slowing down and not keeping a connection

Hi again!

 

Yes, I tried doung the hidden test socket solution a couple of times before and the issue is still present.

 

Regarding the extensions; no, the house only has one which is the master socket. There are no wires at the back or on the back of the socket's faceplate.

 

I should mention, the master socket is one socket so I use a microfilter to connect to the internet.

 

Regarding the phone number, I don't have a landline to check for any noise on the line. Smiley Sad

 

Stats after reboot and test socket connection:

 

Up Time: 00:11:15

12:50:05, 13 Jun. Time is synced to NTP server
12:49:54, 13 Jun. admin login success from [IP]
12:49:49, 13 Jun. PPP connection up (ADSL)
12:49:46, 13 Jun. PPP: IPCP up
12:49:41, 13 Jun. PPP: CHAP authentication succeeded
12:49:41, 13 Jun. PPP: LCP up
12:49:36, 13 Jun. admin timeout from 192.168.1.218
12:49:36, 13 Jun. PPP: Starting PPP daemon
12:49:32, 13 Jun. System up, firmware version: v0.00.14.0001-OT (Wed Jun 24 19:52:22 2015)
12:49:29, 13 Jun. WAN link up (ADSL)
12:48:31, 13 Jun. System start

 

Configured Current
Line Status -- UP
Link Type -- Interleaved Path
Operation Mode Automatic G.992.5 (ADSL2+)
DATA RATE INFORMATION
Upstream 1168 (Kbps)
Downstream 6652 (Kbps)
DEFECT/FAILURE INDICATION
Operation Data Upstream Downstream
Noise Margin 6.9 (dB) 14.7 (dB)
Line Attenuation 17.8 (dB) 30.0 (dB)

Indicator Name Near End Indicator Far End Indicator
Output Power 12.6 (dBm) 0.0 (dBm)
Fast Path FEC Correction -- --
Interleaved Path FEC Correction 435 0
Fast Path CRC Error -- --
Interleaved Path CRC Error 0 0
Loss Of Signal Defect 0 0
Fast Path HEC Error STR -- --
Interleaved Path HEC Error 0 0
Error Seconds 0 0
STATISTICS
Received Data 3792 (Kbits)
Transmitted Data 2872 (Kbits)

by Grand Master
Grand Master

Re: Broadband dropping out, slowing down and not keeping a connection

The hidden test socket is not a solution but a diagnostic. At least it has improved your upstream.

 

It is worth buying a cheap corded handset to do the QLT as well as for keeping the line free from corrosion - see Why do I need a landline phone? Your issue is probably down to noise on the line. It's still worth running it from the test socket for a few days.

 

Yes, you should be syncing at about 15 Meg instead of the 6652 K that you are. The reason you are not is that the DLM system has put you on a banded profile in response to past errors on your line, at the top of the 7th lowest of these ADSL Banded Profiles . You need to give the DLM time to relent & remove any banding. Leave it alone for at least 7 days & don't reset or resync the router. If it's still banded you should then call EE to get the DLM reset in order to remove any banding. However should significant errors persist the DLM will reapply banding.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Misaki Investigator
Investigator

Re: Broadband dropping out, slowing down and not keeping a connection

Ah, I see. I will look into buying a cheap handset.

 

Should I leave it connected to the test socket for a couple of days before attaching the faceplate and leaving it alone for 7 days? Or should I leave it alone for 7 days on the test socket?

 

I just want to make sure.

 

Thanks for your assistance!

by Grand Master
Grand Master

Re: Broadband dropping out, slowing down and not keeping a connection

Good!

 

I'd like to see the full stats uninterrupted from the test socket after a few days to see if we can get closer to the cause but there's no harm in leaving it in the test socket for longer.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Misaki Investigator
Investigator

Re: Broadband dropping out, slowing down and not keeping a connection

Hi again!

 

I left the router alone for a good few hours on the test socket and the connection has been fine. As of this, I went ahead and powered off the router and reattached the faceplate on the master socket. I'll be leaving it and the router alone from now on so data can be gathered on the logs.

 

For reference, here are the DSL Status logs for now;


System Uptime is: 00:41:10

 

Configured Current
Line Status -- UP
Link Type -- Interleaved Path
Operation Mode Automatic G.992.5 (ADSL2+)
DATA RATE INFORMATION
Upstream 1178 (Kbps)
Downstream 6652 (Kbps)
DEFECT/FAILURE INDICATION
Operation Data Upstream Downstream
Noise Margin 7.6 (dB) 14.8 (dB)
Line Attenuation 17.8 (dB) 29.5 (dB)

Indicator Name Near End Indicator Far End Indicator
Output Power 12.6 (dBm) 0.0 (dBm)
Fast Path FEC Correction -- --
Interleaved Path FEC Correction 298 51
Fast Path CRC Error -- --
Interleaved Path CRC Error 0 0
Loss Of Signal Defect 0 0
Fast Path HEC Error STR -- --
Interleaved Path HEC Error 0 0
Error Seconds 0 1
STATISTICS
Received Data 1121352 (Kbits)
Transmitted Data 42916 (Kbits)


I'll remind myself to post here in 7 days without rebooting the router.

 

Cheers!

by
EE Employee

Re: Broadband dropping out, slowing down and not keeping a connection

Hi @Misaki 

 

Please do let us know how you get on.

 

Many thanks,

 

Lee

by Grand Master
Grand Master

Re: Broadband dropping out, slowing down and not keeping a connection

That is not what I advise. Any data gathered will be compromised.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Misaki Investigator
Investigator

Re: Broadband dropping out, slowing down and not keeping a connection

Will do, @Lee_H, thank you!

 

& I understand, @XRaySpeX, but the logs I posted just now were similar to the logs before I reattached the faceplate.

 

If any issues resurface again, I'll leave it as it is but I'll post the logs and DSL status.

 

I will say though, after uploading this thread, it's not dropped out. So, unless EE have saw this and resolved the issue or if it was a coincidence - but I'll keep my eye on it.

by Grand Master
Grand Master

Re: Broadband dropping out, slowing down and not keeping a connection

The logs are not that interesting; it's the router stats that will give us clues. Nor are only a few hours informative.

 

The EE BB Team will not have seen this discussion.

 

Anyway I'll leave you to it.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC

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