"NETWORK CHANGE DETECTED" - Broadband dropping out

About 4 to 5 weeks ago I started finding my broadband connection would just 'drop out'.
I'd lose it. No email or internet browsing, nothing.
It might come back on it's own, it might not.
Generally I'd run diagnoistic's, and some time sit would come back immediately, some times I'd have to run it a few times
Sometimes I'd give up and walk away.
Often I get the message "NETWORK CHANGE DETECTED", and the connection would re-establish itself.
It may run for minutes, and I'd be back at square one, or it could run OK for days.
All extremely frustrating.
I've read past posts and see that this problem has come up before, but I cannot find a "do this to fix it" resposnse.
Seeing that it's happened to others, I'm hoping it's something Apple can advise on.
Does anyone know why this happens and how to fix it. I'm really at my wits end.
I've been in contact with my internet provider who give me the usual answers.
Mac-Mini (2.4Ghz Intel Core 2 Duo) running OS 10.6.7
8Gb Ram
Netcomm Modem NB6PLus4W
Broadband ran fine from Late December 2010 until mid may 2011. No idea whats cause this issue.
Thanks all.
Robert

This is interesting I just put up my first question to the community also with these things in common
I am in Australia
with TPG on ADSL2+
I have a netcomm NB14WN wireless router
mac version 10.6.7 then updated to 10.6.8 - hasnt made any difference.
since I joined with TPG I have also had at first very slow and unreliable speeds (worse than dial up) and several nights a week it would repeatedly disconnect and the network change detected.
So since numerous discussions with tpg and several 'rebooting' everything they had a level 2 engineeer check and update the servers and now with the ethernet cable it is stable and fast ( same bandwidth and speed test every time). What I still have at this stage is an unreliable wireless connection and we have checked for interference in the house etc and now they have finally sent me a replacement modem to see if that makes a difference (should pick it up tomorrow). The problem is that some days the wireless is fine and somedays it isn't. It played up again two hours ago - put on the ethernet cable and it was fine, took the cable off a couple of hours ago and the wireless is fine at present whilst I am typing this......So will let you know how the other wireless router goes - apparently they check this one before they send it out but this one is from Netcomm also - I wonder if it is that - my dad and I looked it up on the net and it only sells for $100AUS which is pretty cheap - when I touch it underneath it is also very hot.

Similar Messages

Broadband Dropping Out and Connection Speed Decrea...

Sorry to be a pain but I am back here again.
Since the last issue with speed, connection drop out and noisey line which required an underground cable to be partly replaced, all has been fantastic and no problem to report. Many thanks to those who were involved in helping with getting that issue resolved.
About 10 days ago the broadband started to drop out at random times but not too often. The broadband hub light would go out for about 15 seconds before returning. My connection would automatically resume and no great problem. It has since become more of a problem and pain.
The frequency of drop out increased with a sort of pattern. Last week an example would be drop out at 11:50 am, again at 12:40 and once more at 1:30 pm. Each time the connection returned my computer icon for wifi would be a warning triangle. I clicked on the icon and would get a message 'limited connection'. The only way I could connect again would be to click the icon and select to disconnect and then connect, making sure a 'tick' was in the box for autoconnection. A bit more of a pain than before but usable. It got more of a problem over the next few days.
The frequency of drop out increased. This became a right pain when trying to purchase things online as I could not be sure in the purchase had been completed or if I tried again would I get two lots? Upon broadband connection returning I would not be able to 'auto connect' but would get the warning triangle of 'limited connection'. I tried the click to disconnect and reconnect but it failed to work. I ended up shutting down the laptop, waiting before powering up. This failed to work as all I would get is the warning triangle and 'limited connection'. The only way I could reconnect was to press the 'restart' button. This worked but it got worse.
The next day the broadband connection would drop out every couple of hours. It got to the point that even pressing the 'restart' button would not allow me to connect. I tried three times and gave up. I had to resort to pressing the very small 'reset' button on the back. This cured the problem for about 12 hours before the drop outs started again.
It is now a case of 50/50 if I can connect to the broadband again after a drop out. It is getting quite frustrating. I only used the small 'reset' as a last resort. I have noticed that the speed of the connection has started to drop down also.
Each time the hub drops broadband and I can auto connect and do not press any hub button, the timer has reset to zero days and zero hours. I know it takes about a week for the connection to settle. I do wonder if these drop outs are messing the connection settings for my line speed? The line used to be rated at 21 Mbps but has decreased to 17 Mbps, my actual connection used to be 19 Mbps but struggles to reach 14 Mbps. It is slowly dropping with each and every drop out.
I also looked at the event log in the hub. Just before each broadband drop out I see a external connection is made with the initials 'CWMP' followed by 'event code 1 boot' or 'event code 6 connection request' or 'event code 4 value change'. Straight after the broadband connection drops out with out fail.
All I can seem to find out is that the external connection is either the hub connecting to the server or vice versa? As for the codes? I have no idea at all.
I only ever resort to pressing 'restart' if I cannot connect to my hub. I have only pressed the 'reset' as a last resort as nothing else worked to allow me to reconnect.
Can anyone offer any help or best a permanent fix?

I connected to the test socket and used a wired connection for the speed test and hub stats.
The hub position and run of cables are the same as when the last engineer advised as the best set up.
Since my last post I have checked the event log and 'CWMP' has made at least two remote connections but the hub did not drop broadband connection. The broadband has been stable but just slower than usual, as you stated due to the drop outs/disconnections.
I guess a case of wait and monitor to see if the problem has resolved itself?
Will the speed automatically return to the usual 18 to 19 Mbps? or will something else have to be done to reset it at the exchange/server?
Here are the hub stats from this morning.
Connection Information
Line state:
Connectedppp0_0
Connection time:
2 days, 00:23:43
Downstream:
16.69 Mbps
Upstream:
1.024 Mbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
9.5 dB / 7.1 dB
Line attenuation (Down/Up):
10.3 dB / 6.7 dB
Output power (Down/Up):
19.8 dBm / 12.4 dBm
FEC Events (Down/Up):
4947 / 0
CRC Events (Down/Up):
11 / 11
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
HEC Events (Down/Up):
377 / 48
Error Seconds (Local/Remote):
72 / 21

Broadband Drop Outs

Hey guys
Looking for some advice.
Currently living in a house with BT Infinity (its rented so I'm not the bill payer), when Infinity was installed everything worked fine - no problems at all.
Recently however (and I'm not convinced something hasn't been damaged by the building site directly opposite the house) we get constant broadband drop outs. Interestingly it also does appear to get worse during heavy rain.
Our BT Home Hub is a Home Hub 2.0 (I think), firmware version shows as:
Software version 4.7.5.1.83.8.94.1.11 (Type A)
The hub and the other white box have been restarted many times, it doesn't make a difference.
Since we started having issues, to rule out this being a WiFi related issue, I have a linux netbook attached directly to the Home Hub via Ethernet cable to run tests on. The majority of the time, the connection is fine (and we get a 100% ping return), however we appear to go through prolonged periods of losing about 50% of all pings on my tests. During these period, no computers on the network appear to be able to load any pages from the internet, but pings to the hub are always 100% (unless the hub was being restarted by one of us).
To keep tabs on things, I ran a tracert to www.google.co.uk and then scraped all of the nearby IPs from it (so the first few hops). Using that, I wrote a quick bash script to send out pings and then record to a text file anytime they fail. For anyone who is interested the bash script being used is here: http://pastebin.com/uEycEpdy
The output from the bash script after running all weekend is here:
19/01/14 (running from midday): http://pastebin.com/mtc5Euu0
20/01/14 (ending at 5:30pm) 1: http://pastebin.com/xnScepvy 2: http://pastebin.com/XQRk9eWW
It's ultimately weird! Its also worth noting that all of the lights on the Hub remain blue even when the connection is dead on the computers. It does appear during the issues the netbook can't even ping the first IP address (first hop) after our hub so wondering if it is a line issue (although the line checker on the website says its fine).
Any ideas? Since BT won't talk to me and we don't have a landline phone to test if there is a dial tone I'm wondering it anyone has any suggestions? Currenty bugging the landlord to sort it but you know what they are like!
Many thanks!

Hi hammeh,
Thanks for posting and I'm sorry to hear about the problems with your connection, if you need any help getting this sorted use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Cheers
Neil
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Using the phone makes my broadband drop out

Hi
Ever since BT have done some work at the exchange, I am experiencing problems with my broadband dropping out when the phone is used.
I have reset the hub and I have a filter on the phone line as it enters the house.
Has anyone any more ideas I can try?
Thanks

if you have changed the filter and moved the phone if dect further away from hub - does broadband drop on incoming or outgoing calls or both?
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Broadband drop out

My broadband drops out and all the lights flash. Just joined netflix and we can't watch anything as it just keeps buffering.
At that point I check the bt home hub v2 b and the lights are going crazy. Also at night when I am checking my emails on my tablet the connection will just drop out. I've lost count the many times I've reset the hub. I've pulled all cables and turned off all the things that uses wifi.
I've checked bt for b/b faults and my area code is not in a fault area.
Is it time the hub was changed to the latest bt hub , my sister lives 500yds away she has no problem with the latest bt hub. We have a bt vision box and can never get bbciplayer and other channels on the box.
Can anyone suggest my net move or should I have a rant at bt?
Paul
Solved!
Go to Solution.

when was the last time you renewed your contract? if more than 12 months then you are on a rolling monthly contract and any discount you had has ceased. you could save monet by phoning the uk based options team and negotiate a new contract cheaper and at same time get a new hub thrown in options team 0800800030
the hh2 is old and has known problems
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Unable to connect to wifi-network change detected

I have the OSX 10.6.8 running on my macbook and since a couple of days i'm not able to connect to wifi.Network diagnostics gives me a 'Network change detected' error every time it appears to connect.The WiFi settings have not changed and I'm able to connect to it with my android tablet and phone.Any pointers appreciated.

check this link out for more info
http://www.ehow.com/how_4537240_using-wifi-data-plan-t.html.
I saw this in another post
>>>>>>>>>>>>>>>>>>>>>>>>~
Hope I was able to help
If you have received information that has helped you out, please give them Kudos.
If your problem has been solved, please click on the post that resolved the issue

Broadband dropping out, noise high, speed slow

Have had past problems with high noise, which seemed to have been solved by having the mods reset noise down (thanks) with line speed increasing up to around 2Mbps over the last couple of weeks (great from where I was previously). See http://community.bt.com/t5/BB-Speed-Connection-Issues/Slow-broadband-downstream-line-speed/m-p/33081...
Tonight around 4:50pm (when all the kids in the neighbourhood have come back to their homes, and are playing online games) broadband drops out, noise jumps up to 22 from about 15 where it was previously I think, speed dramatically drops to less than 1Mbps.
Q1: Any idea how to get noise down again and speed back up?
Q2: Have I got a faulty hub that it keeps dropping out like this (hub is quite new)? Peculiar that it seems to happen at busy periods though - I've had this kind of drop out before, which is why I'm going straight to the forum. I have already had broadband boost engineer out in the past and that makes me think it's unlikely there's anything wrong with my line.
Any ideas about solutions will be gratefully received! (Just started working from home office today with 3 people - had thought I had us all on 2MB+ - but not now!) Help!
Thanks
Test1 comprises of Best Effort Test: -provides background information.
Download Speed
881 Kbps
0 Kbps
2000 Kbps
Max Achievable Speed
Download speedachieved during the test was - 881 Kbps
For your connection, the acceptable range of speeds is 400-2000 Kbps.
Additional Information:
Your DSL Connection Rate :1120 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 2000 Kbps
Connection Information
Line state:
Connected
Connection time:
0 days, 04:39:52
Downstream:
1.094 Mbps
Upstream:
448 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
22.0 dB / 20.0 dB
Line attenuation (Down/Up):
50.0 dB / 31.0 dB
Output power (Down/Up):
15.8 dBm / 11.9 dBm
FEC Events (Down/Up):
312 / 23
CRC Events (Down/Up):
24 / 32
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
HEC Events (Down/Up):
20 / 18
Error Seconds (Local/Remote):
133249 / 784
Solved!
Go to Solution.

is the new faceplate like this
or like this
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Network Change Detected

At a seemingly-random point either a web page won't load (Safari tells me I am not connected to the Internet), or my email tells me it is having problems getting to the server. However, the 'bars' in my menubar show that I am still logged onto my home network and I still have a connection and a strong-enough signal. The rest of my family is still online and my iPhone is showing that it's online on the wireless connection.
Safari offers to run Network Diagnostics: I do that, and it comes to a point where it says: "Network Change Detected: Your network configuration has changed. Click OK to proceed to the next step."
When I do that, and Continue (without changing the options that the dialog is showing me); it completes and tells me my connection is fine, which it then is. After that I can go online, retrieve/send email, etc. ... until the next time (usually a few minutes later)
My OS is OSX 10.6.4 and my version of safari is 5.0 (6533.16). I've got a linksys router with a password. Is there anything that I can do to my computer or my router to fix this?

I'm sorry to bump this, but I really wish someone could shed some light on the situation. I realize now that it's probably not a problem with my MacBook and instead with my router, but if anyone has any idea why a router would all of a sudden stop letting wireless computers connect to the internet I would love your input. Thank you.

"Network Change Detected" - repeats

This has been happening for roughly the past two weeks. As far as I know, I have done nothing to change my Network configuration.
Situation: Powerbook G4, running 10.4.11 -- online via my wireless connection at home. At a seemingly-random point either a web page won't load (Safari tells me I am not connected to the Internet), or my email tells me it is having problems getting to the server. However, the 'bars' in my menubar show that I am still logged onto my home network and I still have a connection and a strong-enough signal. My husband is still online on his notebook and my iPhone is showing that it's online on the wireless connection.
Safari offers to run Network Diagnostics: I do that, and it comes to a point where it says: "Network Change Detected: Your network configuration has changed. Click OK to proceed to the next step."
When I do that, and Continue (without changing the options that the dialog is showing me); it completes and tells me my connection is fine, which it then is. After that I can go online, retrieve/send email, etc. ... until the next time (sometimes a day, sometimes a few hours).
What is the "Network Change" that Network Diagnostics has detected? I have not done anything to change my Network. In fact, I have my Preferences 'locked' (ever since that problem with the 'looping' by the Network preferences, several months back).
Since I now know how to get things back working it's only a bother. But I am left wondering if there is something more dire that this signals. Any ideas?
(The router is a Belkin; the connection is Comcast cable modem. These have not changed.)

Hi deemacm, and a warm welcome to the forums!
To stop the pop-up, Go to System Preferences: Security. Check the box next to "Require password to unlock each secure system preference." Then lock Security.
Try this cure for Security update...
http://discussions.apple.com/thread.jspa?threadID=1730909&tstart=0
The locations are actually...
/Library/Preferences/SystemConfiguration/preferences.plist
/Library/Preferences/SystemConfiguration/com.apple.airport.preferences.plist
/Library/Preferences/SystemConfiguration/NetworkInterfaces.plist
/Library/Preferences/SystemConfiguration/com.apple.nat.plist
Then... Try putting these numbers in Network>TCP/IP>DNS Servers, for the Airport Interface...
208.67.222.222
208.67.220.220
Then Apply
DNS Servers are a bit like Phone books where you look up a name and it gives you the phone number, in our case, you put in apple.com and it comes back with 17.149.160.49 behind the scenes.
These Servers have been patched to guard against DNS poisoning, and are faster/more reliable than most ISP's DNS Servers.

Broadband drops 'out' more than 'in' - OpenReach a...

First, forgive me if a similar problem has been posted; I've had to resort to a 2G O2 dongle & speeds are so bad that I can't search the forum. For weeks (months?) now I've had terrible broadband connectivity - sometimes going for days without a connection lasting for more than 2 or 3 seconds. Sometimes we get up to 5 days of great connectivity with speeds of 1mbps and then (as now) days with no useable broadband at all.
We've had our line changed from the exchange, we've had a new master socket installed, we've tried 3 different routers - and each time it's the same... it works fine while the engineer is here, and then it drops 24-48 hours after he leaves. When we do get an appointment sod's law says that all is working fine.
Symptoms are that the DSL light flashes nearly all the time and about once every 5 minutes it goes solid. The internet light goes green momentarily, or sometimes goes red, or generally goes out again. If we do get a connection then any attempt to use it sees it drop out almost immediately.
The phone line works.
Routers used - Netgear DG834 v4, but we've also tried a BT Voyager and an old 2wire BT Business router. All are programmed with the correct usernames and passwords - as demonstrated by the fact that we sometimes get days of good connectivity.
Anyone got any bright ideas? All appreciated!
Thanks.
P.S. OpenReach due back here again Tuesday, by which time it will probably be on its 'good' cycle of working again...

Thanks. Sure - stats are below. I've tried the quiet line test and all seems quiet:
Router Status
Account Name
Firmware Version V5.01.01
ADSL Port MAC Address 00:1E:2A:ED:9C:B3
IP Address ---
Network Type PPPoA
IP Subnet Mask ---
Gateway IP Address ---
Domain Name Server ---
LAN Port MAC Address 00:1E:2A:ED:9C:B2
IP Address 192.168.0.1
DHCP On
IP Subnet Mask 255.255.255.0
Modem ADSL Firmware Version A2pB023b.d20e
Modem Status Negotiating
DownStream Connection Speed 0 kbps
UpStream Connection Speed 0 kbps
VPI 0 VCI 38
An example of the log:
Fri, 2011-08-19 14:08:39 - CHAP authentication success Fri, 2011-08-19 14:10:39 - LCP down. Fri, 2011-08-19 14:10:52 - Initialize LCP. Fri, 2011-08-19 14:10:52 - LCP is allowed to come up. Fri, 2011-08-19 14:11:52 - Initialize LCP. Fri, 2011-08-19 14:11:52 - LCP is allowed to come up. Fri, 2011-08-19 14:12:10 - CHAP authentication success Fri, 2011-08-19 14:14:40 - LCP down. Fri, 2011-08-19 14:14:53 - Initialize LCP. Fri, 2011-08-19 14:14:53 - LCP is allowed to come up. Fri, 2011-08-19 14:14:57 - CHAP authentication success Fri, 2011-08-19 14:19:56 - LCP down. Fri, 2011-08-19 14:20:09 - Initialize LCP. Fri, 2011-08-19 14:20:09 - LCP is allowed to come up. Fri, 2011-08-19 14:21:10 - Initialize LCP. Fri, 2011-08-19 14:21:10 - LCP is allowed to come up. Fri, 2011-08-19 14:21:25 - CHAP authentication success Fri, 2011-08-19 14:25:35 - LCP down. Fri, 2011-08-19 14:25:48 - Initialize LCP. Fri, 2011-08-19 14:25:48 - LCP is allowed to come up. Fri, 2011-08-19 14:25:51 - CHAP authentication success Fri, 2011-08-19 14:28:59 - Initialize LCP. Fri, 2011-08-19 14:28:59 - LCP is allowed to come up. Fri, 2011-08-19 14:29:59 - Initialize LCP. Fri, 2011-08-19 14:29:59 - LCP is allowed to come up. Fri, 2011-08-19 14:30:27 - CHAP authentication success Fri, 2011-08-19 14:39:16 - LCP down.

Broadband drops out way too much!

I would like to know how BT justify their price hikes. I am now paying nearly £50 a month (basic) for phone and broadband, they can't even give a decent service! I AM SICK of my internet dropping out about 15 times a day! I had nothing but trouble with BT when I first signed up and it hasn't got any better. Why am I paying for unlimited broadband if they can't supply it? I have two laptops and an xbox. The xbox is wired, whereas the laptops are both wireless. But as soon as a combination of them are on, the connection is rubbish and speed is terrible. Sometimes it even drops when just one device is connected to the internet! I'm tired of seeing the "BT Hub not working" site and I am definately tired of my xbox live gaming experience being ruined by constant lagging and even being booted from games due to the drop outs! BT need to sort out their service because VERY SOON they will be told where to go..... Without getting a penny!

missydmcr wrote:
I would like to know how BT justify their price hikes. I am now paying nearly £50 a month (basic) for phone and broadband, they can't even give a decent service! I AM SICK of my internet dropping out about 15 times a day! I had nothing but trouble with BT when I first signed up and it hasn't got any better. Why am I paying for unlimited broadband if they can't supply it? I have two laptops and an xbox. The xbox is wired, whereas the laptops are both wireless. But as soon as a combination of them are on, the connection is rubbish and speed is terrible. Sometimes it even drops when just one device is connected to the internet! I'm tired of seeing the "BT Hub not working" site and I am definately tired of my xbox live gaming experience being ruined by constant lagging and even being booted from games due to the drop outs! BT need to sort out their service because VERY SOON they will be told where to go..... Without getting a penny!
£50.00 a month for phone and broadband, someone is stitching you up or you make a lot of chargeable calls.
Previous bills for Unlimited calls, and BT Infinity Option 2 Unlimited:
29.49
29.87
26.15
28.65
29.00
add to these the monthly equivalent of the Line saver rental £10 a month
As for your wireless connection, a lot can be down to the type of house construction you have.
I see from your post that this is the 1st post you have made. Why not post ypour hub stats on here so members can see if there is a problem that might be easily sorted.
Also do a BT speedtest ( wired if possible ).
You say you are using some wireless eqipment, are they all Wireless N capable, or are some b/g.
you can try a download of inssider2 for PC or istumbler for MAC users and then run it. This will then show you the broadcasting networks close to yours and their channels including your own. You can then enter your Routers admin pages and change your wireless channel to a free or less congested channel.
Google search inssider2 or istumbler
Please post back, there are many members who are willing to give some advice to try and sort your problems out.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Broadband Drop Out Everytime Someone Calls

Hi,
Everytime somebody calls us our broadband connection drops out for approx. 30 seconds.
This only started to happen when I moved from ADSL Max to ADSL 2+ and my connection speed increased from approx. 5-6 meg to the current 8 meg speed. I have tried plugging into the test socket, a new microfilter and a new hub (HH1 and HH3). Can anybody suggest a solution please?
The details from HH3 are as follows:
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:13:32
Downstream:
8.242 Mbps
Upstream:
920 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Fast
Noise margin (Down/Up):
12.7 dB / 7.2 dB
Line attenuation (Down/Up):
40.7 dB / 25.6 dB
Output power (Down/Up):
20.4 dBm / 12.8 dBm
FEC Events (Down/Up):
0 / 0
CRC Events (Down/Up):
10 / 53
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
HEC Events (Down/Up):
32 / 3
Error Seconds (Local/Remote):
2861 / 20456

andydex wrote:
Keith,
My phone installation is correct per the diagram above. My wired phone extension comes from the master socket.
Thanks,
Andy
Thanks,
Assuming that there was nothing else connected in circuit when you tested at the master socket, then there must be a high resistance joint on the external network.
There is a bit more information from BT about disconnections here.
Disconnections - especially when phone rings
You can report it as a broadband fault, but you will have to go through the whole script with the hepdesk
These HR faults can be difficult to locate, and as you have gone to the trouble of visiting this forum, and have done the test I requested, it would be better to ask the BT Care Team to arrange for a "Quality Check" on your line. This involves Openreach checking/reterminating all the external connections.
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They will read this thread and see what tests you have done.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Broadband dropping out following the thunderstorm.

Hi all again,
I had a persistant fault for nearly 2 years that finaly got resolved via this forum with a lift and shift at the exchange curing the fault.
The main socket was also changed at the same time to a combined unit?
A year on and a house about 1 mile from me was struck by lightning and their line and phone damaged by the strike.
Since that storm Im suffering with terrible drop out of broard band service, it works in a limited capacity after a reset for about 9-12 hours and then needs another reset.
Does anyone have any advice?
my stats are here:
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
0 day, 03:37:12
Downstream:
7,840 Kbps
Upstream:
448 Kbps
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
6.1 dB / 24.0 dB
Line attenuation (Down/Up):
30.5 dB / 17.5 dB
Output power (Down/Up):
19.9 dBm / 11.9 dBm
FEC Events (Down/Up):
30522 / 0
CRC Events (Down/Up):
15 / 0
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
HEC Errors (Down/Up):
67 / 0
Error Seconds (Local/Remote):
0 / 0

the stats are looking ok just now but if you start to get problems then try a factory reset by using the recessed button on back probably wth paperclip or similar. this will take it back to as you got it so admin and wifi passwords will revert back to the ones on the hub
to try test socket you take of bottom half of socket and connect filter to the test socket and then rj11 cable to filter and hub and see if that helps
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Broadband drops out after bt upgrade work in area

Hope someone can help because the call centre is helpful but unfortunetly the help they give me is what I have tried before.
On Wednesday 17th August I received an ewmail from the BT Migration team stating that upgrade work would be taking place at my local exchange and that my phone and broadband would be out for 10 minutes on this day. The work got carried out and I received a email saying this and that my broadband would take about ten days to settle down.
Now we are about 2 months since this wok and my once reliable broadband (have hardly ever had to restart the box in the past nearly 10 years) is dropping everyday and if I do restart the box I either get on to the internet then it drops out again or I don't, getting frustrated for paying for something I can't use.
My HomeHub the original white model, only shows a solid broadband icon and flashing wireless and sometimes flashing data icon on the front of it but no internet.
I have tried using the bt broadband desktop help but it says my line is okay and I have checked all the microfilters that are attached and everything seems fine there. Phone the number at the end of the desktop help wizard and get told to try the same thing it suggests.
I have read on this forum that some other bt customers have had similar problems after upgrades and it turned out to be the homehub that was at fault.
Can anyone give me any advice in sorting this please or can anyone confirm that it is the homehu bthe issue is with and if so how to get a free replacement from bt.
Solved!
Go to Solution.

Hi Andy81,
Welcome to the forums. Yes you would be correct in the fact that the White Home Hub doesn't have the best reputation on ADSL2+ lines simply because of its age. I would advise you to contact the mods, you can do that by following this link: http://bt.custhelp.com/app/contact_email/c/4951 and ask for a replacement hub, although you would have to pay if you are out of contract. Do you know if you're out of contract?
Regards Edd
Check your Line
BT Speedtester

Broadband dropping out

It seems that every couple of days at random my broadband connection drops and I have to wait for my home hub to reconnect. It has only been happening during the last week.
Last Monday I had an engineer out to reconnect the lines coming into my house after the bad weather managed to rip them out of the exterior socket. Since they have been reconnected my connection has been dropping out randomly during the evenings. I didn't have this problem before the line got damaged. I have tried a spare filter, it is always plugged into the test/master socket and the phone line sounds a lot clearer now than it did before it was reconnected when I didn't get the drop outs but did get some mild line interference sometimes. Since the engineer visit i seem to have a clearer phone line but a crappier broadband connection

Only have one socket in the flat which i presume is the master/test socket, think it's the hub 3, had it just over a year now. Finally got access to the settings using the password override.
Connection Information
Line state:
Connected
Connection time:
0 days, 02:16:09
Downstream:
15.65 Mbps
Upstream:
1.039 Mbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Fast
Noise margin (Down/Up):
12.6 dB / 9.4 dB
Line attenuation (Down/Up):
11.0 dB / 6.2 dB
Output power (Down/Up):
20.0 dBm / 11.7 dBm
FEC Events (Down/Up):
0 / 0
CRC Events (Down/Up):
4 / 32
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
HEC Events (Down/Up):
10 / 7
Error Seconds (Local/Remote):
4 / 0

"NETWORK CHANGE DETECTED" - Broadband dropping out

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