BROADBAND CONNECTION KEEPS FAILING ! Over Six mont...

Hi all
I have broadband option 1, I never exceed my download limit. Sometimes it works fine with connection speeds between 4 and 8mb/s and I am happy with that. I use Hub 3 now on a wired ethernet connection with Wireless disabled most of the time unless I am on the laptop.
However about once every 2-3 weeks, and then every day for 7-10 days my connection goes down completely - I lose broadband altogether for between 1 and 4 hours a day. It sort of sporadically comes back up during that time but its at dial up speeds and I cant even load a full page of Google, so basically I am without a connection. Its usually in the afternoon, starting about 3-4pm or in the evening staring about 8-9pm. It has never once happened in the morning ! Ever !!!
I have tried emailing and ringing BT help desk well over 50 times in the last 6 months. I have been fobbed off with every nonsense excuse under the sun from "you are working offline" to "sometimes web pages are too busy to be loaded". I have changed my hardware to the latest Hub 3, changed all my microfilters & hub wiring. I have uninstalled my Antivirus & Firewall, Reinstalled it (Norton 2011), run full virus scans daily, done Windows updates, even tried THREE completely different PCS.
The problem persists with the same symptoms on each PC.
I think its safe to say that this isnt a problem at my end. Its sporadic. Sometimes my PC is on when it happens and I just lose the connection. Sometimes its off and when I turn it on the connections not there.
Obviously I have tried rebooting, resetting the modem, going through the whole BT online Help process but none of this brings the connection back, basically I just have to wait.
One thing I have noticed is that when this is happening my connection speed changes (initially 4-5 then 5-6 etc and currently 8-9). I have put this forward to BT as an issue - IE that they are changing my line speed and thats why my connection becomes unstable but their senior engineers deny this completely (I have the email).
So I am stuck guys.
The helpdesk is manned by very polite individuals who are friendly and try to be helpful but sadly all they do is read from Crib Sheets and really cant help at all.
On Friday they ran a line test while my broadband was down and found a fault, I was supposed to get a call back on Saturday but of course being BT that never happened so I am still waiting.
Any thoughts - I am pretty shocked BT have allowed this problem to persist for 6 months - I expected better !

Hi thanks for that. I am connected to the master socket as far as I know its a plain socket with no lines across and the plug is dead center. There is a second socket in the kitchen with a phone there is simply no way I can connect a PC to that socket and leave it there for several days to try it.
I cannot run the Speed Test - it just times out although I have run it in the past. When my connection is failing I cannot even OPEN the speedtest page let alone run it. Given that this is an intermittent fault isnt it just pointless running these things when its all working ?
When I run the quiet line test on the phone I hear a constant faint Hiss, its a corded phone so I should hear nothing - so that might be a problem
My router stats are below. ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 06:53:15
Downstream:
11.93 Mbps
Upstream:
1.067 Mbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
6.4 dB / 6.1 dB
Line attenuation (Down/Up):
25.2 dB / 13.8 dB
Output power (Down/Up):
20.5 dBm / 12.4 dBm
FEC Events (Down/Up):
543941 / 657
CRC Events (Down/Up):
340 / 40
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):
9590 / 13
Error Seconds (Local/Remote):
198 / 5
Why the heck did I have to come to the forums to find this out - why couldnt the help desk have asked me for these things ??????
Angry - yeah I'm angry !

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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

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| |
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My broadband connection keeps droping

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Hi welcome to the forum
Your post is not very clear do you mean your speed drops. In the afternoon and evening or you cannot connect at all or your connection is intermittent
There are no known problems in your area
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Go to Solution.

welcome to the forum
who told you that your profile will improve and that will give you a better speed. that is not correct - you need to get your speed increased and that will give you and increased profile. your profile is 88.2% of your connection speed so faster speed higher profile not the other way round.
in order for the forum members to help please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester (MAC users may have problems) http://speedtester.bt.com or http://bt.custhelp.com/app/answers/detail/a_id/9354/c/346,4740,5520 and post the results .
are you connected directly to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

BROADBAND CONNECTION KEEPS FAILING ! Over Six mont...

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