Daily morning drop out.

Hi people,
Is this normal for BT broadband as I have just moved from a competitor but so far I'm not seeing any benefits.
Consistently every morning between 8-9am my broadband connection drops out for about 5 minutes. It really breaks the flow of the morning.
Surely this can't be normal.

Hi imjolly, see if you can do anything with the data. Only 1 one main line socket. Dialing 17070 option 2 gives a clear and quiet result like a church mouse. Thanks.
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 01:21:45
Downstream:
8.242 Mbps
Upstream:
875.8 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Fast
Noise margin (Down/Up):
6.2 dB / 11.1 dB
Line attenuation (Down/Up):
38.3 dB / 23.6 dB
Output power (Down/Up):
20.3 dBm / 12.5 dBm
FEC Events (Down/Up):
0 / 0
CRC Events (Down/Up):
138 / 653
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):
464 / 1397
Error Seconds (Local/Remote):
719 / 169
FAQ
Test1 comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
6684 Kbps
0 Kbps
7150 Kbps
Max Achievable Speed
Download speedachieved during the test was - 6684 Kbps
For your connection, the acceptable range of speedsis 2000-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8438 Kbps(DOWN-STREAM), 875 Kbps(UP-STREAM)
IP Profile for your line is - 7444 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 3.7:16.3:80.0 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
2. Upstream Test: -provides background information.
Upload Speed
662 Kbps
0 Kbps
875 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 662 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 875 Kbps
We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

Similar Messages

Internet Connection Sporadically Drops Out

This problem has been ongoing for several months now. Usually one or more times a day the internet connection will drop out, usually for a few minutes at a time. Sometimes I get the yellow triangle in the taskbar, other times I don't. I've gone back and forth with customer service several times. Earlier this week they replaced my router to no avail. They now tell me there are no connection drops or errors in the event logs and have tried to blame my computer/NIC. I explained to them that it's not the connection between my NIC and the router that is breaking, but rather the connection between the router and the internet, or the connection between the router and the FiOS box. Either way it's on the other side of the router. I don't know why it doesn't show up in the event logs, but it is just about a daily occurrence. So far the haven't even offered to sent a tech out. I've gone back and forth like four or five times now, and I know the customer service reps are just trying to help, but so far it hasn't done any good. The issue obviously needs to be escalated, so I figured I'd try here first. Does anyone have any ideas on what the problem might be? Has anyone else ever experienced this problem and been told there's no flags or errors in the event logs? Thank you for your help.

Hi Munich2013,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Apple TV & Homehub 3 Home Sharing Drop Out

Good morning all and my apologies for posting this in the BT Vision section but I didn't know where else to go.
I've had BT Infinity for a few months now and been generally happy with the service. I'm a Mac user and at the weekend I decided to purchase an Apple TV 3. One of the main things I wanted to do with the ATV3 was to be able to use Home Sharing from my iTunes on my Mac. I set everything up and it was all looking good, within minutes I was happily streaming video to my Apple TV. 5 minutes into playback however it dropped out. It said on the Apple TV that Home Sharing needed to be enabled, I went back to the Mac, Home Sharing was enabled but I reconnected it again and it started working again. 5 minutes later again it disconnected.
I'm no network/router expert but even then I knew something was wrong. I started to trawl the Apple forums looking for people with similar issues and found a LOT! Problem is that everyone has different routers, issues, fixes and none of the solutions I tried seem to work for me, such as changing the channel on the router, reboots etc.
Basically I'm just really stuck now. I'm not the most technical of people (but I do know some stuff) but I'd love some advice if anyone can help. At the moment the Apple TV is practically unusable for me and I really would love to be able to have this working as when it does work for those brief few minutes it works really well and does exactly what I want it to.
Many thanks in advance.
Solved!
Go to Solution.

I should add I found the following on the Apple forums although this seemed to be quite an old post (2 or 3 years) and was for an older Home Hub as when I checked I couldn't seem to add the Port Maps in the same way as this post and got confused
Solution:
1. Update the software on Apple TV (Settings | General | Update software)
2. Perform windows update (Start | All programs | Windows update)
3. Obtain the latest release of iTunes software. Run iTunes. From the iTunes menu select About | Check for updates. I am running version 9.1.1.12.
4. Check that you can view movie trailers from Apple TV. If you can't then you the apple TV has not connected to the BT home hub wireless network. You need to enter the BT home hub wireless key (which is found on the back of the bt home hub) as you password when you connect your apple TV to the wireless network. Check again that you can view Movie trailers. Don't proceed until you can.
5. Enter the BT home hub manager (Start | All Programs | BT Home Hub | Hub manager). Select Advanced. Enter admin as the username and your password to your hub. This is either a password you entered when you first set up the hub or the S/N number printed on the back of the BT Home Hub. Click continue to advanced. Select Application sharing. Select Create a new game or application.
Enter MyAppleTV against Name. Select Manual Entry of Port Maps.
Enter this Information one line at a time:
Protocol | Port range | Translate To ... | Trigger Protocol | Trigger Port
TCP | 123 | TCP | TCP | 1
TCP | 3689 | TCP | TCP | 1
UDP | 5353 | UDP | UDP | 1
TCP | 80 | TCP | TCP | 1
TCP | 443 | TCP | TCP | 1
TCP | 53 | TCP | TCP | 1
6. In BT home hub manager navigate to the devices menu, just above application sharing. And select MyAppleTV from the drop down menu and assign it.
7. Turn the power off on the Apple TV, BT home hub, and PC. You must turn the BT home hub off.
8. Turn on Home hub, PC. Wait for your network to return. When it has turn on apple TV.
9. Open up iTunes. In the menu select Edit | Preferences | Apple TV. Check that Check for Apple TVs is selected.
10. In iTunes under Library and Store, Devices should appear and within Devices Apple TV should appear.
11. If this does not work then phone Apple support and do not let them fob you off by offering you a replacement Apple TV.

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 noise/ drop out/ speed issues

Am starting a new post because last one has become too long. See http://community.bt.com/t5/BB-Speed-Connection-Issues/Broadband-dropping-out-noise-high-speed-slow/m... if you would like the history.
Here is the summary. Long distance from the exchange. Noisy line. Speed low. I have tried all the usual things many times. Broadband engineers have been out x3 recently and confirmed that they can't detect any problems inside my house, or with the line coming into my house - although my hub typically shows a high noise margin. Nevertheless, engineer swapped my line onto a new cable in the cabinet yesterday because he couldn't think of anything else to try. He also replaced my HH3. This morning noise had been reset very low, line speed coming into the house was high (for me), I was happily waiting for IP profile to drift upwards. The readings from this morning are in the link above. It was all looking good.
And then this is what happens (and I think it may be exactly what's happened before). Come about 5pm, at time of busy traffic, the line (I think, I'm not a techie) with low noise margin decides it can't cope. It drops out. I have to reset hub to get back on the internet. It comes back with higher noise and slower downstream line speed.
Any ideas out there? Please try and avoid the standard usual stuff because I've done it all before. Readings to follow.
Solved!
Go to Solution.

Here is what my hub was showing around 5pm when internet dropped out. Notice very low noise. Me thinking my line can't cope with that, hence drop out. Me predicting line will come back with higher noise and slower downstream line speed. Process will repeat over the next week until noise margin is incredibly high, speed is very low (that's my prediction anyway). Here's the reading from when the line dropped out.
Connection Information
Line state:
Connected
Connection time:
0 days, 12:42:27
Downstream:
4.25 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):
2.4 dB / 21.0 dB
Line attenuation (Down/Up):
50.8 dB / 31.0 dB
Output power (Down/Up):
19.3 dBm / 11.9 dBm
FEC Events (Down/Up):
15405109 / 1084
CRC Events (Down/Up):
266534 / 1170

Broadband dropping out all the time

Over 12 month ago we moved offices and had nothing but hassle with the broadband and have been getting unsteady speeds and keeps dropping out we have Bt business broadband and phone. Since this wehave had 3 engineers out to it and endless hours of tests. The first one said it was looping back round on a old line or something?? He has now cut this out and it was fine. It was still the same the next appointment was to do with the copper wire line I waited in all day they decided they did not need to come so I phoned again may I add 0845 numbers off a mobile as they can't do tests if I phone off my land line. Another hour of tests they maid a appointment this time 2 engineers turned up spent half a day and ended up putting me on a new line. I was toils this time it might be alright off the engineers guess what it still does not work. Another two days of calling and another engineer has been assigned my job yesterday I never seen this one he apparently was working on it at BTs side I woke up this morning to no phone line for a minibus company Christmas week and no broadband. Another engineer is due to come out on Monday now. Every time I ring I get someone different people prom mice to ring back and never do. This service is disgusting for Bt and I am very disappointed and can't believe they can't fix a fault

Okay thanks Swintontravel.
Unfortunately as this is a BT Retail Residential forum, then we won't be able to help you. However I have given you some links which may be of some help.
As your a BT Business customer you will need to use the BTBusinessCare twitter team which is https://twitter.com/BTBusinessCare rather than the residential BTCare residential Twitter team.
The BT Business Care Twitter Team are available 9am to 6pm Monday to Friday. The BT Business forum (link in previous post) is also a good place to start.
If you need a urgent reply then you may need to ring them directly via 0845 600 7020 or via one of the BT Business contact channels from here: https://btbusiness.custhelp.com/app/contact
Hopefully you will get a reply soon.
Cheers
I'm no expert, so please correct me if I'm wrong

Express drops out w/ change of computer. Why?

I moved my itunes library from an imac to my pro mac, and once on the pro mac airtunes drops out every 5 to 30 seconds. Why would this be? The firmware for the express is up to date. Why would wifi interference be any worse for the promac than for the imac. They're in the exact same location. This whole thing is driving me insane. Any ideas on what I should try?
Thanks,
Peter

I am having the same type of problem. I've had my Airport express for several years and it has worked perfectly. This morning it would not connect to the internet. It's impossible because every minute or so, the internet connection just freezes and I just sit there for about 10 seconds until it reconnects or gets the connection back.
I can connect to the internet via my laptop using a ethernet cable via the cable modem so my internet connection is just fine.
Thanks to Duanne, he wrote the answer...
It sounds like an interference issue.
AirPort: Potential sources of interference
http://docs.info.apple.com/article.html?artnum=58543
Duanne wrote the solution in this post:
http://discussions.apple.com/thread.jspa?threadID=496971&threadrate=1&messageid= 2410808#2410808
The problem with Radio Frec. (RF) interference is that your ability to control it is severely limited. An active device outside of your home could be providing enough interference to drastically hinder your wireless network. Hence your network could have worked for years but suddenly your neighbor gets a new baby monitor and wham! your network goes in the dumpster.
The immediate solution to an active source of interference is to remove that source. But if that is not possible, you can change the channel used by your base station to hopefully locate a channel that is operating better.
I will add ...one more thing... I plugged a new sound system next to the Airport Express, and I think that also was interferencing with the signal. I've plugged the sound system a few feet away and now the problem is solved.
That worked for me!... Good Luck.
---->>>You can change the channel used by your base station to hopefully locate a channel that is operating better.<<<-----

Broadband regularly dropping out

I am losing the will to live !!! BT technical support in India is apalling (and please do not misinterpret this, I have nothing against India or Indian people). They seem to work to a set script, which is repeated at every level of support, and if you don't fit into the scenario, difficult to get the problem solved :-(
For 2 or 3 weeks now, my broadband has been dropping out regularly. After numerous phone calls, an Outreach engineer checked the line from the pole to the exchange and everything looked good. He then came into the house and checked from the main socket back to the exchange, and again everything looked good, though the fault is intermittent so would test good most of the time.
The lastest advice was to remove the faceplate from the main socket, and plug my Homehub directly into the test socket behind the faceplate thus "eliminating any problems from extension cabling within the house".....there is no extension cabling within the house, and there is nothing connected to the faceplate, but they keep insisting the problem could be there. All wass fine with not a single dropout experienced when connected to the test socket as far as I know.
I was then asked to replace the faceplate and plug the hub back into that....................and in the last 24 hours i have had at least 3 dropouts, one within an hour of reconnection whilst watching BT Sport, then a couple of times this morning.
I hardly think this is a coincidence, and would therefore assume there is a problem with the main socket faceplate, but BT technical support does not see it this way, and prefers me to remove it again and plug back into the trest socket, and monitor some more................
Has anyone else seen anything similar ? Does anyone have a phone number to a technical group here in UK I can speak to and get this resolved once and for all ?
When is BT management going to listen to customers and realize that the waiting time on the telephone is far too long, and so frustrating on how much long the wait will be, or what position in the queue you are.

sounds like a faulty faceplate - either buy a new one or just connect to test socket and as no extensions just leave off the bottom half of the master socket
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Satellite L500: WLan drops out and doesnt work most of the time

hi everyone, i have a toshiba satellite L500 running windows 7. have been using iprimus internet, wirelessly, no problems for a few weeks,before that, was using it via ethernet cable as i didnth ave a wireless modem. my laptop was off charge the other night and went flat, next morning when i woke up and turned it on, it wouldnrt connect to the internet.. after hours and hours of phone calls to iprimus, and numerous winsock resets, ethernet cable testing, and modem resetting, they tell me that the problem is within my laptop...
So i rang toshiba.. and they got me to go into device managers, and then network adapters, and disable, actually uninstall the wireless drivers, then reinstall.. and it worked.. finally... (forgot to add with all the iprimus confusion someone had reset my passowrd and i had to configure that to the laptop..
so anyway, after all these calls, i did a complete restore of the laptop, and wiped everything and reinstalled it all, and therefore reinstalled the modem. this time in modem setup it was telling me the wireless network adapter was unplugged, and would only let me set it up via ethernet..
now earlier today i did have the internet.. but it dropped out randomly.. webpages will go slow, sometimes it will reconnect, other times it wont. now i thougbht i might try and uninstall and reinstall the modem again,s ame error, and this time, cant get on wirelessly at all.
ive googled to see if others ahve had this problem.. and seeing what other people wrote, i went into my battery settings, and checked the WLAN didnt go into sleep mode etc, and ive also checked everythings enabled. ive no idea what to do,, neither iprimus or Toshiba will give me any anwers, both companies are just blaming each other lol
so i
it does appear to be my laptop, as all lights are on modem.. and iprimus keep telling me its not registering with them ( the disconnections) so it must be my wireless. though everytime my laptop dropped out of internet, so would my bfs iphone we were testing, and so did my other laptop which is partially stuffed but could normally still connect to the net.. so thats telling me its a modem problem.. ive no idea what to do.. and cant keep this via ethernet on the bench in this new hosue ive moved into,as with 2 kids under 3, thats just asking for trouble..
anyone have any suggestion??
thanks in advance

wel after many more phone calls to iprimus, i finally found a helpful indian, who ran me through the modem setup AGAIN like everyone else has, this time in its security settings, he got me to change the wireless signal channel from 2 to 9, said that would improve the signal, every other person when explaining the issues i was having, always told me to set it on 2.. so this has improved it dramatically in the day, but at night, particulary around 830pm, it drops out over and over and over...
would this just be a faulty modem, and perhaps buying oen from a harvery norman etc would be better?? or could it just be iprimus as a whole with there wireless coverage? im not in an iprimus area, theyve borrowed the lines of telstra or something.. so im on a crappier plan in this new house, and dont have adsl2 just 1500 speed. would this have anythign to do with the poor reception, or perhaps is there something in my house interfearing, or in my neighbors house? there is a satelite here, but no actual foxtel connected, looks as though it has been before. there is also an alarm here, not in use though.. ive not even seen if it turns on..

DSL dropping out

Our low-rent DSL service (768k) has developed problems over the past month. After five years of NEVER GOING OUT NOT ONCE, the DSL service for our house has started to drop out several times a day for hours at a time. We have a Westell 327W modem connected to our PC by a wire. We don't use the wireless.
Our DSL light comes on and flashes but the Internet light goes dark or (sometimes) red. Verizon confirmed it after an hour-long phone call. It is most annoying that every communication with them requires us to go through the entire process every time (do you have line filters? ) You would think that a they would be able to pull up a record of any of our communications over the past month but, no. We hate them, of course.
They were supposed to come out this morning but the truck was sucked up by a UFO (OK, Verizon actually did not give a reason for their no show).
We also have had heavy static on our voice line during this period, which we are assured has nothing to do with our DSL problems. The static and DSL problems began about the time our neighborhood began to get wired for FIOS. We are assured this has nothing to do with our problems.
Would I be so paranoid as to think they would deliberately degrade our service to 'force' us to switch to FIOS? They have given me little reason to believe otherwise.
Message Edited by Josey23 on 01-20-2009 01:07 PM
Solved!
Go to Solution.

Believe me, were not out to degrade your service, however; installing Fios is a huge undertaking and sometimes cables or terminals get bumped. As for the condition of your line ...it could have a direct reflection on the dsl service you recieve. If your having static, contact the regular repair....also keep the ticket going for the dsl department...
If your line condition is suffering, so will your Dsl on most occassions.

BT Home Hub dropping out & turning itself off, Is ...

For the last 24 hours I've been losing connection in the house and have had to do a reset a few times,
This morning I woke up to my home hub having no lights on however the power was plugged in and on/of button pressed down, I then tested the speed and that seemed to cause the home hub to drop out once again showing no lights and needing reseting......sounds like it's about to die, might be wrong though??

if factory resets does not bring it back to life ( depressing small recessed button on back) then does sound as if hub is dying and you need to phone CS 08001114567 and if you are still in contract then they should replace it
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CS3 Mac I bought CS3 several years ago while in school, but had to drop out before I even opened the software. A few months ago I opened and installed the software and used Photoshop to complete a review project in preparation for my return to school. Thi

I bought CS3 several years ago while in school, but had to drop out before I even opened the software. A few months ago I opened and installed the software and used Photoshop to complete a review project in preparation for my return to school. This morning when I tried to open Photoshop again I got a message saying the license didn't support the software anymore and I would need to check with my IT administrator or contact Adobe. I tried calling Adobe but the recorded message said CS was not phone supported. I know it took me a long time to get back to school, but it seems sad to waste the $1,000 I spent on the software. Is there a solution to this issue or do I need to buy new software? Thank you for your help if you have any suggestions.

Error "Licensing has stopped working" | Mac OS
Mylenium

Dropping out 10 times a day

Sick to death of dropping out i have moved the router and put new filter in still dropping out i have infinity
This morning i went on line to ''Chat with Support A ssistant'' i could not believe i was 35 in the que i took 45 min till i got to no 1....AND then it said there aer no advisors ;Try later B T are a joke i was off line for 10 days when there was a prob with the box up the road totaly **bleep** of with them £41 a month telephone and Infinity 18 month contract wish i knew how to get out of it they are not promising to their side of the contact you cant speak to an English speaking advisor
Frutrated

Hi Modmossy,
Are you connecting wirelessly or over ethernet?
Chris
Bt Mod Team.
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Broadband constantly dropping out

My broadband constantly drops out. I am paying a fortune to BT to provided an unlimited broadband service and during watching one film this morning I've had to reboot my router 6 times so far and I'm still only half way through watching it. On top of randomly losing connection, when ever the phone rings connection is lost. Can anyone help. Really don't wish to call BT because I've spent hours getting no where with then before, on other issues.

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
resetting your connection is the worst thing you can do and only makes matters worse.
in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home? If you conenct to test socket with a new filter and receiving a phone call drops your internet connection then you have a high resistence fault and need to report a phone fault to 151 not broadband fault. get this fixed and connection will improve
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
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DSL keeps dropping out - why? :(

I've had Inifinity 2 for a couple of months now and was very pleased with the service initially, high speeds and reliable connection. I work from home so the connection is very important to me.
The last couple of evenings the connection has been dropping completely and taking several minutes to come back up. It's not just the HomeHub, the fibre modem's DSL light goes off as if there's a line fault. This happens repeatedly throughout the evening, usually starting from about 5.45pm. There seems to be no rhyme or reason to it, it just drops. Nothing has changed here, it has literally started out of the blue. It doesn't matter which devices are connected - wired desktops, laptops, wireless phones/tablets/PS3. It just keeps dropping at random.
I even noticed it a few times this morning.
So, what do you lovely BT chaps need to know from me in order to sort this out?
Here are the router logs from this evening:
  22:08:10,04 Jun.
HTTP User admin login from 192.168.1.64 successfully.
  22:06:02,04 Jun.
Device connected: IP 192.168.1.64, MAC 14A:E9:43:4A0, host Moogies-box
  22:06:02,04 Jun.
DHCP Lease issued for IP 192.168.1.64 to host Moogies-box (MAC 14A:E9:43:4A0), duration: 1 day
  22:06:02,04 Jun.
Receive a DHCP request: 192.168.1.64, 14A:E9:43:4A0.
  22:05:55,04 Jun.
LAN1 up
  22:05:53,04 Jun.
LAN1 down
  21:47:52,04 Jun.
Client associated: IP 192.168.1.75, MAC B4:07:F9:80:C8:8F, host dhcpcd 4.0.15, Link Rate 58.5 Mbps
  21:47:52,04 Jun.
DHCP Lease issued for IP 192.168.1.75 to host (MAC B4:07:F9:80:C8:8F), duration: 1 day
  21:47:52,04 Jun.
Receive a DHCP request: 192.168.1.75, B4:07:F9:80:C8:8F.
  21:47:50,04 Jun.
Receive a DHCP request: 192.168.1.75, B4:07:F9:80:C8:8F.
  21:44:48,04 Jun.
Device connected: IP 192.168.1.74, MAC 08:60:6E7:7A:22, host Rich-PC
  21:44:48,04 Jun.
DHCP Lease issued for IP 192.168.1.74 to host Rich-PC (MAC 08:60:6E7:7A:22), duration: 1 day
  21:44:48,04 Jun.
Receive a DHCP request: 192.168.1.74, 08:60:6E7:7A:22.
  21:44:45,04 Jun.
LAN4 up
  21:44:43,04 Jun.
LAN4 down
  21:44:31,04 Jun.
LAN4 up
  21:44:27,04 Jun.
Device disconnected: IP 192.168.1.74, MAC 08:60:6E7:7A:22, host Rich-PC
  21:44:27,04 Jun.
LAN4 down
  21:30:02,04 Jun.
Client disassociated: IP 192.168.1.68, MAC D4:878:A7:3D:29, host dhcpcd 4.0.15, Reason Code 8
  20:11:36,04 Jun.
Device connected: IP 192.168.1.74, MAC 08:60:6E7:7A:22, host Rich-PC
  20:11:36,04 Jun.
DHCP Lease issued for IP 192.168.1.74 to host Rich-PC (MAC 08:60:6E7:7A:22), duration: 1 day
  20:11:36,04 Jun.
Receive a DHCP request: 192.168.1.74, 08:60:6E7:7A:22.
  20:11:31,04 Jun.
LAN4 up
  20:11:29,04 Jun.
LAN4 down
  19:09:38,04 Jun.
Possible PS or DA. src=85.133.221.209 DST=86.169.138.92 LEN=48 TOS=0x18 PREC=0x60 TTL=109 ID=17462 DF PROTO=TCP SPT=1992 DPT=445 WINDOW=65535 RES=0x00 SYN URGP=0 OPT (0204057801010402)
  18:22:04,04 Jun.
LAN1 up
  18:22:02,04 Jun.
Device disconnected: IP 192.168.1.64, MAC 14A:E9:43:4A0, host Moogies-box
  18:22:02,04 Jun.
LAN1 down
  18:18:33,04 Jun.
CWMP:session completed successfully
  18:18:32,04 Jun.
CWMP:session start now, server:https://pbthdm.bt.mo, Event code:, 4 VALUE CHANGE
  18:18:30,04 Jun.
WAN Auto-sensing detected port ETH
  18:18:30,04 Jun.
WAN Auto-sensing last connection port: ETH
  18:18:27,04 Jun.
WAN connection WAN4_TR069_INTERNET_R_ETH1 connected.
  18:18:27,04 Jun.
PPP IPCP Receive Configuration ACK
  18:18:27,04 Jun.
PPP IPCP Send Configuration Request
  18:18:27,04 Jun.
PPP IPCP Receive Configuration Reject
  18:18:27,04 Jun.
PPP IPCP Receive Configuration NAK
  18:18:27,04 Jun.
PPP IPCP Send Configuration Request
  18:18:27,04 Jun.
PPP IPCP Receive Configuration Reject
  18:18:27,04 Jun.
PPP IPCP Send Configuration ACK
  18:18:27,04 Jun.
PPP IPCP Receive Configuration Request
  18:18:27,04 Jun.
PPP IPCP Send Configuration Request
  18:18:27,04 Jun.
PPP CHAP receive success: authentication ok
  18:18:27,04 Jun.
PPP CHAP Receive Challenge
  18:18:27,04 Jun.
PPP LCP Receive Configuration ACK
  18:18:27,04 Jun.
PPP LCP Send Configuration Request
  18:18:27,04 Jun.
PPP LCP Receive Configuration Reject
  18:18:27,04 Jun.
PPP LCP Send Configuration ACK
  18:18:27,04 Jun.
PPP LCP Receive Configuration Request
  18:18:27,04 Jun.
PPP LCP Send Configuration Request
  18:18:22,04 Jun.
OpenWiFi tunnel down
  18:18:21,04 Jun.
WAN connection WAN4_TR069_INTERNET_R_ETH1 disconnected.[ERROR_ISP_DISCONNECT]
  18:18:21,04 Jun.
PPP LCP Send Termination ACK
  18:18:21,04 Jun.
PPP LCP Receive Termination Request
  18:16:11,04 Jun.
Client associated: IP 192.168.1.68, MAC D4:878:A7:3D:29, host dhcpcd 4.0.15, Link Rate 39.0 Mbps
  18:13:52,04 Jun.
NTP synchronization success!
  18:13:52,04 Jun.
NTP synchronization start.
  18:13:20,04 Jun.
Client disassociated: IP 192.168.1.68, MAC D4:878:A7:3D:29, host dhcpcd 4.0.15, Reason Code 4
  18:13:20,04 Jun.
DHCP Lease expired: 192.168.1.79, FC:0F:E6:C4:2A:1A, PS3
  18:13:20,04 Jun.
DHCP Lease expired: 192.168.1.78, 00:18:41:F9:90:92, dhcpcd 4.0.1
  18:13:20,04 Jun.
DHCP Lease expired: 192.168.1.77, 10:9AD1:F1:F7, becky
  18:13:20,04 Jun.
DHCP Lease expired: 192.168.1.76, 38:AA:3C:2D:B5:24, android-bc71095eee90f12a
  18:13:20,04 Jun.
DHCP Lease expired: 192.168.1.75, B4:07:F9:80:C8:8F, dhcpcd 4.0.15
  18:13:20,04 Jun.
DHCP Lease expired: 192.168.1.73, 00:0F:3D:F2:B5:64, richs-pc
  18:13:20,04 Jun.
DHCP Lease expired: 192.168.1.69, 00:17:31:66:31:82, SparePC
  18:13:20,04 Jun.
DHCP Lease expired: 192.168.1.71, 00:0F:B5:FBE:32, richs-pc
  18:13:20,04 Jun.
DHCP Lease expired: 192.168.1.70, 00:164:58:E6:99, Moogies-Note
  18:13:20,04 Jun.
DHCP Lease expired: 192.168.1.72, 00:18E:6D:6A:44, Moogies-Note
  18:13:20,04 Jun.
DHCP Lease expired: 192.168.1.67, F81:11:18:E1:E6, richs-pc
  18:13:20,04 Jun.
DHCP Lease expired: 192.168.1.66, 00:1A:4D:36:7E:7A, richs-pc
  18:03:20,04 Jun.
DHCP Lease renewed for IP 192.168.1.65 to host android-19018583aad8148b (MAC 08:60:6E:AD:17:AF), duration: 1 day
  18:03:20,04 Jun.
Receive a DHCP request: 192.168.1.65, 08:60:6E:AD:17:AF.
  17:56:39,04 Jun.
CWMP:session completed successfully
  17:56:38,04 Jun.
CWMP:session start now, server:https://pbthdm.bt.mo, Event code:, 4 VALUE CHANGE
  17:56:36,04 Jun.
WAN Auto-sensing detected port ETH
  17:56:36,04 Jun.
WAN Auto-sensing last connection port: ETH
  17:56:31,04 Jun.
WAN connection WAN4_TR069_INTERNET_R_ETH1 connected.
  17:56:31,04 Jun.
PPP IPCP Receive Configuration ACK
  17:56:30,04 Jun.
PPP IPCP Send Configuration Request
  17:56:30,04 Jun.
PPP IPCP Receive Configuration Reject
  17:56:30,04 Jun.
PPP IPCP Receive Configuration NAK
  17:56:30,04 Jun.
PPP IPCP Send Configuration Request
  17:56:30,04 Jun.
PPP IPCP Receive Configuration Reject
  17:56:30,04 Jun.
PPP IPCP Send Configuration ACK
  17:56:30,04 Jun.
PPP IPCP Receive Configuration Request
  17:56:30,04 Jun.
PPP IPCP Send Configuration Request
  17:56:30,04 Jun.
PPP CHAP receive success: authentication ok
  17:56:30,04 Jun.
PPP CHAP Receive Challenge
  17:56:30,04 Jun.
PPP LCP Receive Configuration ACK
  17:56:30,04 Jun.
PPP LCP Send Configuration Request
  17:56:30,04 Jun.
PPP LCP Receive Configuration Reject
  17:56:30,04 Jun.
PPP LCP Send Configuration ACK
  17:56:30,04 Jun.
PPP LCP Receive Configuration Request
  17:56:30,04 Jun.
PPP LCP Send Configuration Request
  17:54:45,04 Jun.
PPP LCP Send Termination Request
  17:54:43,04 Jun.
OpenWiFi tunnel down
  17:54:42,04 Jun.
WAN connection WAN4_TR069_INTERNET_R_ETH1 disconnected.[ERROR_ISP_TIME_OUT]
  17:54:42,04 Jun.
PPP LCP Send Termination Request
  17:14:11,04 Jun.
CWMP:session completed successfully
  17:14:10,04 Jun.
CWMP:session start now, server:https://pbthdm.bt.mo, Event code:, 4 VALUE CHANGE

Thanks. I've now had 2 engineer visits so far and although they temporarily fixed the problem it has now happened again and is really starting to drive my hubby & I crazy!
The first time the engineer came out he checked the socket wiring in the house, found no problems, got a cherrypicker in to check the line at the pole (unsafe to climb apparently) and that improved the speed. He then checked at the modem and found that the cable the engineer (contracter?) who fitted it hadn't fitted the connector properly, some known issue with a fitting tool or something - so he sorted that out and woohoo, back up to full speed - 75mb+
That was fine for a couple of weeks.
Last Monday morning the connection dropped out. Then repeatedly dropped out every few minutes all afternoon, making it almost impossible to work. The speed had also dropped to 35mb according to various online checkers, including BT's speed test, which registered our speed as poor. I gave it until Tuesday just to see if it resolved itself/was a temp problem. No joy, still slow as you like - though no more drop outs. Contacted BT and an engineer came out the next afternoon.
Lovely chap, did all the same checks as before, no faults found, nothing wrong with the wiring. He even tried tugging on the phoneline to the house while checking the line, made no difference, so didn't seem to be anything wrong with the line to the house. All equipment indicated capable of full speed 80mb. All the engineer could say was that there was nothing wrong with the line, but clearly there had been something which caused the line to drop out and the cabinet then dropped our speed to stablise us. He requested a speed reset and all was well (ish) thereafter at about 60-65mb. Not quite as fast as the previous chap got it, but a darn sight better than 35mb.
The next morning another engineer turned up, unaware we'd had a visit the previous afternoon. I told him all about what the engineer had said the previous day and what had happened and he went away. Note I did tell him that he was welcome to come in and have another look, but there was nothing currently wrong for him to look at.
Last night (Sunday) the line dropped out a couple of times - again, no apparent reason. And once again we find our speeds capped at around 35mb. Doing the BT speed tests throws up odd results, telling us we have 0mb to the house and 38mb inside. Odd! I've been on to BT all morning, they tried to pass me onto a paid tech support line which I refused as both engineers have confirmed this isn't going to be something software/settings related - it happens regardless of which computer/laptop/device we are using wired or wireless, the line can even go down when we're not using it.
So, it's been logged on the last fault which is still open and being investigated. I have asked if they can please re-set the line speed for us but have been told this would only be a temporary fix. What else can I do? Something out there is making the line drop out and then we get speed capped. BT can't find a fault.
None the wiser as to why the connection sometimes drops out, but this is clearly the cause of the speed drops as the cabinet tries to stabilise things. We're only a stone's throw from the cabinet and both engineers say we should have full speed.
Could the modem be faulty and causing the drop outs? I don't know. I really don't know what else to do at this point. I guess we're going to end up with another engineer visit, but suspect all he can do is tell us the same thing and get the line reset.
Is there any chance our ancient BT wireless phone could be causing the problem? - we do get a bit of crackle on it, although the line itself is apparently clear of noise when tested. It's not connected to the same socket as the router, but to an extension downstairs (which was originally the master socket, but the engineer who fitted infinity swapped the sockets for us as we needed the fibre upstairs).
Anyone got any other thoughts as to what it could be? Has anyone else had this problem and resolved it?

Daily morning drop out.

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