by gbell9998 Investigator
Investigator

broadband drops every 30 mins

My Livebox has been playing up for the last few days.  Every 30 mins the connection drops.  Quickly looking at the status page it status page it says either 'Synchronisation in progress' or 'PP in progress'. A couple of minutes later its connected as normal.  30 mins after that the connection drops again.

 

System Info as follows.

 

ADSL    Top   Refresh

ADSL firmware version :A2pBT009c1.d17d
Connection mode :ADSL2+
Type :Fast
Noise margin (dB) :22.7
Attenuation (dB) :29.0
Attainable download rate (kbps) :7181
ADSL status :Connected [0]
 
 DownstreamUpstream
Rate (kbps)22681164

 

I know that the speed it not great, but its about what I normally get, except for the old few days when it increases.

12 REPLIES 12
by Grand Master
Grand Master

Re: broadband drops every 30 mins

It's awfully slow; should be more like 16 Meg.

 

Have there been work on your line or in the neighbourhood recently?

 

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?

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 it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

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

Is the issue any better?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" 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 gbell9998 Investigator
Investigator

Re: broadband drops every 30 mins

Agree that the speed is low, but it's been like that for months/years and I only really notice it when downloading patches etc.

 

Nothing done on the line since about September when there was a telephone fault, no dial tone.  This regular/predictable disconnection problem has only appeared this week.

 

Quiet test does not show anything.

 

These are the only stats I can see (from the System Information Page on the Livebox), unless you can tell me where else to look.

ADSL firmware version :A2pBT009c1.d17d
Connection mode :ADSL2+
Type :Fast
Noise margin (dB) :22.8
Attenuation (dB) :29.0
Attainable download rate (kbps) :7204
ADSL status :Connected [0]
 
 DownstreamUpstream
Rate (kbps)22681152
 
WAN IP address :31.127.64.183
Gateway :172.16.18.161
Primary DNS server :87.237.17.167
Secondary DNS server :87.237.17.199
 
Internet protocol :pppoa
Encapsulation :VC-Mux
VP :0
VC :38
Broadband Username :XXXXXXXXXXX
Mode :Permanent [1--1]

 

Connection time, as I type, is 17mins.  When it hits 30mins, the connection will drop.

 

 

by Grand Master
Grand Master

Re: broadband drops every 30 mins

You should be syncing at about 16 Meg instead of the 2268 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 4th lowest of these ADSL Banded ProfilesYou 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 "Star" 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 gbell9998 Investigator
Investigator

Re: broadband drops every 30 mins

I understand that (read up earlier) and thanks for trying to help so far.

But my real concern is what can I do about the connection dropping every half hour?

by Grand Master
Grand Master

Re: broadband drops every 30 mins

The DLM reset could fix it but if it's been happening for some time you could report it to EE now & they will investigte it. You could also ask for a modern router. In fact that might be the 1st thing they offer when they hear you are still using a Livebox.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" 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 gbell9998 Investigator
Investigator

Re: broadband drops every 30 mins

OK - guess I will give that a go.

Thanks again for your help

 

by Grand Master
Grand Master

Re: broadband drops every 30 mins

Thanks! You're welcome 🙂! Glad I could be of assistance. Good luck!

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" 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
EE Community Support Team

Re: broadband drops every 30 mins

Morning @gbell9998

 

Thanks for coming to the community.

 

Let us know how you get on after speaking to our Broadband Gurus.

 

Leanne 🙂

Highlighted
by gbell9998 Investigator
Investigator

Re: broadband drops every 30 mins

Just thought I would update this.

This took a while but it looks like its finally sorted.

After the initial report it looked fixed but re-occurred a few days later.

Engineer visit who replaced master socket and checked/re-made various external connections.

Now been up for about a week with a speed to around 7-8Meg.

by Grand Master
Grand Master

Re: broadband drops every 30 mins

What are your router stats for now? 

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" 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
EE Community Support Team

Re: broadband drops every 30 mins

Hi @gbell9998,

 

I'm glad the engineer was able to get this sorted and your all up and running now 🙂

 

Thanks for coming back to let us know.

 

Hopefully see you around the community again soon! 

 

 

Alex 🙂

by gbell9998 Investigator
Investigator

Re: broadband drops every 30 mins

here are the router stats. Main change is the Noise margin. 

 

ADSL firmware version :A2pBT009c1.d17d
Connection mode :ADSL2+
Type :Fast
Noise margin (dB) :3.1
Attenuation (dB) :28.5
Attainable download rate (kbps) :13368
ADSL status :Connected [0]
 
 DownstreamUpstream
Rate (kbps)133131161
 
WAN IP address :2.29.115.185
Gateway :172.16.18.161
Primary DNS server :87.237.17.167
Secondary DNS server :87.237.17.199
 
Internet protocol :pppoa
Encapsulation :VC-Mux
VP :0
VC :38
  
  
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