Dropping broadband connections

Hi,
I have been with BT for a number of years now, but recently, say the last two to three months have noticed a severe lack of decent broadband service.
My connection keeps 'dropping', and it is painfully slow. I have tried restarting the router, changing channels but nothing seems to solve the issues for long.
Unfortunately, I am not in a BT Infinity area, so am on the normal broadband service, but as you can imagine, I am getting extremely frustrated with the poor service for the money that I am paying

smay0 wrote:
Kent
Hi smay0,
Check out Kent County Council website
Kent County Council has signed a £39.47m contract with BT to supply high-speed fibre broadband across Kent. At least 95% of properties in Kent will have access to higher-speed fibre broadband by the end of 2015 (with 91% having access to superfast speeds of 24Mbps and above) – and every property in the project area able to access download speeds of at least 2Mbps.
The project is backed by £10m of council funding, £9.87m from central government (BD UK) and £19.6m from BT.
Best regards,
dfenceman

Similar Messages

BT HomeHub 3 keeps dropping Broadband connection a...

For the last three years I've been having issues with BT HomeHubs dropping broadband connection and we still haven't been able to find a permanent fix. When it first started it only happened maybe once ever to months so it was never too much of an issue. As time progressed these broadband drops started to become more frequent, there was never a pattern, but you could be using the Internet for hours with out any issue then suddenly it would start to lose and gain connection every few minutes for 30 minutes to an hour. This became ridiculous in the end so we proceed to get an engineer in to check everything out. At the time I was using a HomeHub 2 and it was decided by the engineer that it was an issue with the modem so they were all replaced. This solution fixed the connection issues for a few months, but then they started again. So after another year had gone by, with the issues just as bad as before we got another Engineer in. This was about a year ago from the time this post is being written. Apparently even though we had been paying for Unlimited Broadband since the first engineers visit there was something at the exchange that was capping the amount of usage and this was causing the sporadic broadband drops. We later heard that the problem at the exchange had been fixed and at the same time we upgraded to a BT HomeHub 3 as if I recall it would also help,as well as making the engineers visit free of charge. So a year later and I still have problems with losing my broadband connection. I must say it's not as bad as before, but it can get very irritating when the drops follow each other in quick succession. It really would be nice to find a fix for this once and for all. Every time we get in contact with BT we always get asked the same questions over and over until eventually we have to get an engineer out so I thought enquiring on the forums might be a better idea. I'm sure I can't be the only one with these issues that's for sure.
Just to be clear I have gone through everything on the Broadband connection list multiple times.
1. I've turned my hub of and all devices of periods of more than an hour with no success.
2. Just checked again and there is no problem with the Broadband or any other BT services in my area.
3. No issues with my phone line.
4. All the power cables are plugged in properly, but as I never have issues with the power dropping or the hub restarting I'm not sure how much this would matter.
5. The wireless has never dropped and even using an ethernet cable the problem still persists.
6. Connection trouble shouting find no issues and just tells be to get in contact with BT.
7. My Hub is usually connection to the Test socket as it's the one located in the room where we have our PC. I've tried using the main one and the problem still persists.
8. Well I hope someone here has the answer to my problems.
-Thank for staking the time to read this post, CMuir

Okay so to start off with my ADSL Statistics:
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 01:12:52
Downstream:
16.75 Mbps
Upstream:
1.132 Mbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
6.0 dB / 6.4 dB
Line attenuation (Down/Up):
15.9 dB / 7.3 dB
Output power (Down/Up):
20.1 dBm / 11.8 dBm
FEC Events (Down/Up):
93068 / 815
CRC Events (Down/Up):
97 / 97
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):
1333 / 179
Error Seconds (Local/Remote):
42 / 29
Btspeedtester Results:
FAQ
1. Best Effort Test: -provides background information.
Download Speed
14.77 Mbps
0 Mbps
21 Mbps
Max Achievable Speed
Download speedachieved during the test was - 14.77 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 15.14 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.71 Mbps
0 Mbps
0.83 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.71Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
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.
Please visit the FAQ if you are unable to understand the test results.
Hopefully this will give you the information you need.
-Thanks, CMuir

Re: Dropping broadband connections

I am a new BT Broadband customer and have switched over from Plusnet - a decision which i bitterly regret now! I too have dropping broadband connections nearly every day. I have read the tips, changed the socket, use the filters, live connection as well as wifi, done the quite line test, done loads of speed tests and phoned BT about 4 times now, but BT Broadband is terrible!
I don't expect anyone can help solve this issue, I now just think its the BT Broadband product itself, its very poor, but I thought I should show some solidarity with others experiencing the same problem!

iz as your problem may be different to the other posters i have started your own thread
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more
Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

HT1595 BT Home Hub1 drops broadband connection with Apple TV 3

Hi.
Just got Apple TV3 home and set up which was easy to start, but as soon as I try to homeshare my BT broadband connection drops and needs reset - using home hub 1. Is there a settings fix or is a new router the only option?
Thanks,
Col.

Hi.
Have checked my firmware which is up to date and have also disabled my firewall to check if it was creating problems but no change. BT channel change not helped yet but could take 12 hours to activate. Broadband works perfectly until I attempt to open any Apple TV application then it drops. Also I mistakenly quoted I have Home Hub 1 but I actually have HH2. Channel change might help but tbh I don't hold out much hope.
Col.

Frequently Dropping Broadband Connection- Amber an...

Hi, This is my first post of this forum as it looks like a place I might get some help on the problem I have had for months, I will try to explain my problem as much as I can.
Well it started when I came back from my holiday around 5 months ago, never thought much of it until when I started to browse the net it would come up saying ssl error and take me to bt wizard sort of thing say Can't Connect To Broadband with the amber/purple light flashing. it is enough to boot me of everthing skype chat, xbox live browsing and is getting really annoying. there is no pattern when it does just complete randomess when it does do it.
I have been on the phone with bt several times with just no luck, i thought i got somewhere when they put we through to engineer department or whatever it was called and heard nothing since, i have changed the microfilters checked power cables, don't think it is the router really, i am just completly stuck on what is happening so any help would be amazing.
it is also showing this error in the event log which I don't have a clue what it means.
WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]
thanks for taking time to read this and I really hope you can help.

Hi JasonKirk2013,
Sorry to hear that your having issues with your BT Retail services.
You will either be on the ADSLMax (upto 8mbps) service or if your exchange has been BTw 21cn upgraded you maybe on the ADSL2/2+ (upto 12/20mbps) service depending on your line quality and length.
However these upto speeds may not be the speeds you will get as ADSL broadband connections are very dependent on the distance from your property to the exchange and the quality of your line. The further away you are from your local exchange the slower your broadband speed will be.
To enable the community to help you please see the advice below:
Please see Keith's help guide here: Helping forum members to help you, it will go through some checks that are needed for us to help you.
A summary of the checks are:
1a) Is your router/Homehub connected by a BT NTE5 master socket, Adsl Filtered Master Socket or Extension Socket? Please bear in mind that extension cables and extension sockets can reduce the broadband's performance. If you have an Old LJU master socket then please say.
1b) Have you tried the Test Socket? - if you have one.
2) Can you please run a BT speed test (including IP Profile) http://speedtest.btwholesale.com (not beta version)[Best done with a wired, Ethernet, connection] After Quick Test is done you need to click "Further Diagnostics" to get IP Profile.
3) is there any noise on your line. dial 17070 option2 ,called quite line test, from landline phone. should be silent but slight hum normal on cordless phone.
4) please post adsl line statistics
5) does the distconnections happen when you use the landline phone?
ADSL Line Statistic Help:
If you have a BT Home Hub like the one below...
Then:
1) Go to http://192.168.1.254 or http://bthomehub.home
2) click Settings
3) Click Advanced Settings
4) Click Broadband
5) Click Connection or sometimes called ADSL (see picture Below)
The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3.A firmware ending in 1.3)
or http://bthomehub.home/index.cgi?active_page=9118 (for bthomehub3.A firmware ending in 94.1.11)
You will need to copy and past all the adsl line statistics ( Including HEC, CRC and FEC errors). You may need to click " More Details"
If you have a HomeHub 4 then the majority of the ADSL Stats shown in the previous Hubs will not be there.
for HH4 users you can go to hub manager then select troubleshooting then logs and are look for 2 entries together which will show theconnection speed and noise margin for when your HH4 last sycned with the exchange.
There are more useful links on Keith's website here: If you have an ADSL connection, please select this link
Don't have a BT Homehub/Voyager?
• http://192.168.0.1 for a netgear router and look for ADSL adsl statistics with information like noise margin and line attenuation, connection speed
• http://192.168.2.1 for a belkin router and look for ADSL adsl statistics with information like noise margin and line attenuation, Data Rate
cheers
I'm no expert, so please correct me if I'm wrong

Dropped broadband connection

Hi. 4 times today we have lost the broadband connection when the phone handset has been in use (even if not dialling out, just listening to stored messages) We have to uplug the hum each time to reconnect. Its normally a fairly reliable connection.
Any ideas? We're wireless and phone has a cordless handset.
Thanks.

does it happen when you get an incoming call?
you can check this post for other ideas
http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397
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’.

Re: BT HomeHub 3 keeps dropping Broadband connecti...

I feel for you and good luck getting the problem resolved - sorry but I am in the same boat but this is our story.
We had a seperate phone/ADSL line just for broadband and had a business package. We were sold, and guaranteed in writing, a min speed of 5.3mbps which never ever happened - best was 2.2mbps, worst was 0.17mbps. Line kept dropping, repairs took weeks instead of the 36hrs promised. This went on for 5 years until I sued BT through the County Court and won. BT said they would defend until 2 days prior to hearing then tried to settle. Judge found fully in my favour.
Gave up additional line, business package and just went with a domestic phone/broadband package. Had the socket moved centrally in the house and BT installed new cable from socket right out to pole connecting to network. I was told expected speed would be 3.5mbps and indeed it was - life was good until BT Openreach started playing with cables down the road. Ever since, line has been noisy, broadband drops out every 15-20mins and speed reduced to under 2mbps. I have had two engineers out (we know most in the area by their Christian names now) and both have said the whole estate of 94 houses needs re-wiring. we have aluminium cables, old junction boxes etc etc. Every Openreach engineer we've spoken to groans when they get a job in the area as they know that, until its re-cabled, it is just useless. They have confirmed 100% that problem is not on our property.
I have complained to standard broadband help desk, level 2 helpdesk and Manager but all I get is "we'll send an engineer out" which they do, he tries to fix it, doesn't succeed and we start again. They won't let us speak to Openreach management so my only option is to issue proceedings against BT so they in turn, can put pressure on Openreach. Am also trying my MP but don't hold out much hope there.
We are only 3miles from the UK's 2nd busiest airport so not exactly the hebrides.
Sound familiar?

John46
I understand that Openreach do not deal directly with the public but, if all BT as my provider do, is just keep calling out an engineer who does not improve the problem and we go around in circles, then what am I supposed to do? If Virgin, Talk Talk or Sky were my provider, then the situation would be the same. I am in the process of downloading (when it works) the Annual Return from Companies House for both BT and BT Openreach and will write to each of the Directors at their home address and continue doing so until one day, something is done about the situation.
It must cost Openreach £300 each time an engineer comes out - multiply that by the number of houses having problems and the frequency of visits and I would estimate it is costing them well over £100k each year. I also presume that the £1300 I was awarded by the Court against BT was also claimed back from Openreach. As they say in the U.S., so the Math[s].

Dropping broadband connection when receiving phone...

I am sick of BT's inability to fix my problem. You will see below a description of events which at the heart of it reflects an organisation which seems unable to organise itself effectively, lacks the skills and knowledge for problem solving and offers a poor level of customer service. It's a long and sorry story which has dragged on for months and to date is not resolved. Take a deep breath and read on ..........................
We had intermittent problems with our broadband which were diagnosed as bad cabling between the road and our house, we had our front garden dug up and new cables laid to the house. All seemed well and we were getting a reasonable connection speed of about 8 - 9 mbps, we started noticing that things were not right when net surfing became erratic with drop outs of connection and my sons PS3 kept reporting network errors in online games.
We reported this to BT who after all the usual diagnosis checks, change filters, plug router into test socket, unplug all other devices but problem still there so in the end another engineer came and replaced all the cabling inside the house including new sockets and a built in filter main socket.
The problems remained and one day I realised that the broadband dropped out when we received incoming phone calls. I reported this to BT who said it's probably a hardware fault and they sent a new router, (bt homehub) same problems remained. At this time our speed dropped to 5 meg which BT claimed was all I should get where I was located even though I had been getting up to 10 meg before problems started.
Tried to get an engineer out again and had 2 appointments where BT engineer didn't come. Eventually one came while I was out, did a quick test on the line and said it was fine.
Called again and this time they sent a Voyager modem to interface between the BB connection and the homehub which now just acted as wireless router. At this point I asked if the BT hardware was of sufficient quality and suggested that it was not - to which I got the response "that's what BT supply sir".
Thought problem had gone but then same issues came back, lost BB connection on incoming phone calls, by this point I was finding it very hard to keep my temper, we can't upset the call centre staff can we? During this time BT kept closing faults claiming the problem was sorted without ever checking if I was happy which I was NOT!.
So I did some research online and was informed that the most reliable and stable modem/router I could get was a d-link DSL-2740R so I bought one and installed it in desperation. Fault still there, But connection speed has started to improve and much better wireless signal around house so not a complete waste of money.
This week an engineer finally came and having declared everything fine I asked him to make phone calls while testing and sure enough signal dropped out, having unpluged everything our end he found the fault still present an at last beleived there was a problem at the exchange, three hours later I was informed that the fault was due to faulty boards there end which were replaced and at last the fault seemed cured.
But once again broadband is dropping out, not as often and not during incoming calls, just randomly.
So that's where I am, Problem has not been cured, BT have yet another fault open. I have lost hundreds of pounds in lost earnings when engineers didn't come dozens of phone calls to the "We're very busy at the moment helpdesk" and no one is interested in getting the problem resolved. I couldn't even complain because the number I was given to report a complaint was wrong.
So this is a final plea - I need BT to fix this problem. Seemingly it's never the individuals fault - the lady in the call centre, the engineer, the bloke who dug up my garden but equally nobody within BT is prepared / able to take ownership of this and see it through. Make no mistake BT - THIS IS YOUR PROBLEM. I am looking for you to respond to this letter, appoint someone to take ownership and set out for me the steps that will be taken to resolve these issues.

Notwithstanding your frustrations, it sounds like you have the worst kind of problem to solve.
And in fact BTO have already gone a long way in an effort to resolve it, unsuccessfully.
When the phone drops the broadband, it can be caused by many things ...
High resistance line fault, line joint corrosion, split pair problem, bad filters, dslam card .... and so on.
It's one of those things that's difficult to find, and so far you've had a rewire, NTE filtered faceplate, new
dropwire, and probably a jdsu of the metallic path, back to the frames.
Sometimes the fault will be there, sometimes not.
They are often something silly, like water in a line box, or other resistance causing problem.
I had a similar situation myself a while ago ... but sometimes it does take time to resolve, and often after
everything else has been tried. Just re-open the fault, and report back that it's still there, it will be fixed
eventually. It may need a tie pair mod at the exchange ... line cards are always last . (£££££s)

Dropping Broadband Connection

I've been having problems with my BT Broadband over the last couple of months. Everything seems fine for a few days (sometimes a bit more) albeit with extremely slow download speeds of 1.38 and upload of 0.81. Then all of a sudden the broadband light on my Home Hub 2.0 turns to flashing orange and remains as such for anything upto 8 hours, during which I have no internet., then comes back on all of a sudden.
I have an Openreach ADSL v1.0 telephone master socket, which my HH is plugged into and all of my devices connect using wireless including my iMac.
I have run the line test many times with no faults found and spoke to the 'Technical' helpdesk ith no useful solution.
Can anyone please help??
I have copied my ltest stats below.
Line state Connected
Connection time 1 day, 22:55:16
Downstream 1,376 Kbps
Upstream 952 Kbps
ADSL settings
VPI/VCI 0/38
Type PPPoA
Modulation ITU-T G.992.3
Latency type Interleaved
Noise margin (Down/Up) 16.1 dB / 6.0 dB
Line attenuation (Down/Up) 51.5 dB / 29.7 dB
Output power (Down/Up) 0.0 dBm / 12.9 dBm
Loss of Framing (Local) 3
Loss of Signal (Local) 4
Loss of Power (Local) 0
FEC Errors (Down/Up) 68710635 / 4294967263
CRC Errors (Down/Up) 89 / N/A
HEC Errors (Down/Up) N/A / 0
Error Seconds (Local) 84
Solved!
Go to Solution.

hover2u wrote:
Unfortunately, I don't have another router to try. Should I just get a new HomeHub?
Well you have been connected for over a day now. Normally if the hub is faulty, it disconnects a few times every day.
It could be an intermittent line fault, but it would be unusual for it to be off for eight hours.
I am surprised that the helpdesk have not offered to replace the home hub, as that is one of the first things they usually do.
Without substituting another router, its going to be difficult to prove the fault.
Do you use broadband talk, or the BT hub phones?
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.

Home hub 3, broadband connection dropping

Hi, just a few days ago I recived my new home hub 3. The reason I wanted the upgrade from the hub 1 is because the broadband connection would drop and also the old hub would reset it self constantly.
The new hub is much better in terms of not resetting itself, if i try and watch something on 4od etc, youtube, it feels like any stress and the braodband connection drops, I had this on the old hub but it feels like its happening more now.
So much so I decided to make a paint version of my wiring so someone can maybe help me out.
http://i144.photobucket.com/albums/r173/guysy1110/routerproblem.png
Sorry the paint image came out much smaller than I wanted.
The main phone line is dowstairs in the lounge, its split into 2 using a 2 way splitter, one goes to the main phone which has a microfilter attached, the other plug leads up to the spare room and there a phone box (sorry not sure what its called) is in place, this box was split into another one because a long time ago there was a router that lived in the spare room (the split box is unused). Probably confusing people now, but the main box upstairs in the spare room is extended into my room and then a microfilter is used and then goes into the hub.
The extension cable is FAR too long, possibly 10m of cable wound up and tucked behind the drawers. Could this be a problem? I guess so.
So my main questions are, if both the router and main phone have new microfilters on, what other causes could keep my router dropping the broadband connection? the extension into my room is FAR too long possibly 10m which is wound up behind my drawers, first off im going to get a shorter cable.
Also the microfilter is closest to the hub, would it be better at the first source downstairs, or even in the spare room?
Any suggestions would be great. thanks.

Im reviving this thread, so far from the phone box upstairs Ive shortened the cable, It still goes into my room but now instead of having a ridiculous 15m amount of calbing unused Its a straight 3m from the other room to mine.
This has slightly improoved things.
However the hub still suffers and drops the broadband connection when under "stress" when the phone rings it sometimes drops, and when downloading files it drops halfway through if the file is large which is a massive pain.
On the downstairs master socket I removed the facia and did a quiet line test on the inside socket, there was no noise. I used a corded phone. I wasnt sure if it mattered but I tested all other sockets using this method and none had any noise.
I phoned BT and was advised to take the hub closest to the master socket, but if i do this I have no wireless card in my PC so cannot connect, The obvious option is to get a wireless card but that will cost money. As will buying the power lines.
Any suggestions? I guess plugging the hub in downstairs and trying to connect to something is the best option.
Any advice please?

Broadband connection keeps dropping, often without...

Equipment: I have an ancient hub (curious- do we get updates to these or do we just have to make do for years on end?), the first black one which is curved and it has been fine since I got it from a friend some years ago to replace the dinosaur white one BT supplied me with the day I got Broadband.
It is plugged directly into the master socket via a filter which has the only other other piece of equipment on it- a phone.
The Problem: Since about the time I had the BT Talk function turned off (December 2013) the Broadband connection (not the Wifi) has been dropping daily. After that date I noticed that it would drop just whenever I got a call on the landline phone. I didn't address it then because I get perhaps five or six calls a week on my landline and so it was not noticable or an issue.
But tonight it even dropped after just a few seconds in a Google Hangout; something I was able to do last week without problem. I am assuming it is because of the talking, as it must be similar to Skype etc? In total it has dropped randomly about 7 times and 6 or so times during the Google Hangout which I had to abort.
Summary of problem: Basically it is as though the removal of the BT Talk triggered the Broadband connection problem which is increasing in frequency and severity.
Actions taken: I have power-cycled, checked that I don't have a buzz on the phone-line, unplugged, checked and replugged the two cables (power and phone cable to hub). They are not damaged/loose/wet/different from normal. I have also used the trouble-shooter online at BT.
Aside: What I can say is that over the years I have had horrendous problems with total loss of Broadband/telephone and even worse service with BT constantly blaming my "equipment" for the problems and every single time it turned out to be their equipment or even their engineers at fault (one simply unplugged us at the junction and gave our line to someone else and, though, I reported it within minutes of it happening and why, it took days for them to undo) so that I am not entirely surprised that something is amiss.
Question: I am hoping someone here has an answer so that I don't HAVE to phone yet again (I have spent in excess of 60 hours on the phone with BT over the lifetime of this service with 37.5 spent to resolve one incident) or, worse, get billed £480 for nothing. DOES anyone know what I can do to sort this? Does anyone know what is wrong?
Please and thank you.
may you always do for others and let others do for you ~Bob Dylan

Thank you for your reply john46.
It sounds like a possible high resistance joint have you tried connecting to the test socket and see if that resolves the problem it will also remove the risk of any charges when an engineer attends as they will have to to resolve the problem
Yes.
The only thing I haven't done is tried another filter. Will try that tomorrow. However- it does seem awfully coincidental and nothing has changed here with the hub sitting less than four inches from the master socket as it has always done.
Then again it could just be that the hub is not up to par and the removal of BT Talk might just have been its death knell (mind you- I didn't even have a BT Talk phone any longer- that would have been with the first hub at the princely sum of £70 which never worked due to our line just being too "poor" or something very technical like that).
I am not sure where you have got the figure of £480 from as you will only be charged it the fault is found on your internal wiring or equipment
I didn't "get" the figure of £480 from anywhere. BT did. They charged me £240 for something which was their fault because the lass, allegedly in Bangalore (I grew up on Pondicherry, not too many miles away), misunderstood syntax and presumed to bill me for something the engineer already determined was not my responsibility. And when I telephoned to tell BT that I had been billed in error her colleague billed me again instead of refunding me: £240 + £240 = £480
It took an inordinate amount of patience on my part to explain this to a third BT customer service person as they (naturally) refused to believe me when I reported their colleagues' errors.
Had it not been for the 36.5 hours previously spent troubleshooting another problem for BT staff (38 of them- I have all their names and various flights of fancy written down somewhere) I'd have thought I was imagining things.
And so, when the engineer unplugged my line and blithely connected it to a new house in a junction box three miles down the road (as the better half was driving by no less) and we were able to give BT the time and location of where the "problem" authored from, which still only led to an engineer having to be sent to "investigate" the fault at our end some three days late- I was no longer capable of surprise.
It is why I thought to ask if anyone had any experience with connections dropping out here first. Might save me my last marble.
Well- it was worth a try.
may you always do for others and let others do for you ~Bob Dylan

Broadband connection keeps dropping off

Hi everyone, anybody having a problem with there broadband connection dropping off constantly with the new BT infinity broadband. I constantly have to switch my IPad off when I am on line and my laptop and wireless printer is also being affected by this. Can anyone suggest how I can correct this problem? Thanks in advance for any help. j

If all of the connections are wireless it is probably an issue with that rather than the Infinity connection itself. Download Inssider 2 onto your laptop and check if another network is using the same channel as yours.

Broadband connection dropping upto 20 times in a d...

Having read others troubles and suggested solutions I thought I need to start my own thread to post the stats of the problem I have.
I'm staying with my inlaws and there broadband connection is atrocious, dropping the connection on a regular basis both day and night. Sometimes all is well for hours and others the link is up down up down not maintaining a connection for more than a few minutes at a time. This happens at random times but also almost guaranteed when an phone is in use (incoming, outgoing or sometimes even just if a receiver is lifted)
Below is what we've tried so far:
Original Thomson BT Home Hub (White) dropped both the internet and sometimes the hub would restart. I read this device had restarting issues so I think this was 2 separate issues. This has been replaced with a Belkin device. Belkin modem also dropped ADSL line (line and internet light on router both go out) but most of the time it is much quicker to reconnect.
Router is plugged in in upstairs office on an extension so I've tried moving it to the 1st BT socket in hallway. This is an old small square socket with no split facia or test port.
Replaced the RJ11 cable from filter to modem.
Replaced the ADSL filter modem is connected to.
Disconnected all other phones in household (there are no other devices eg fax)
Quiet line test performed at main socket no odd noises and only the very faintest of hiss (lower pitch than hiss but I can't describe) Almost inaudible anyhow.
With all of the above tried the line still dropped and so I've all but run out of ideas. What's the next course of action? Calling the call centre? I wanted to make sure our side was all in order before raising a fault ticket.
For ref the line has dropped twice while I was composing this post. Once with no apparent reason and once more while receiving an incoming call. Thanks for taking the time to read this I’ll post the stats from the router below.

Thanks for the reply I'll take a read of that.
It's taken this long to get back online and post the modem stats, sorry about the formatting.
System Date and Time
Date/Time   March 19 2012 , 9 : 25 : 4
Version Info
Runtime Code version    F5D7633-4Av1_UK_1.00.000
Boot Code Version      1.0.37-5.15
Hardware Version         V1.0J3
ADSL Modem Code Version A2pB015c6
Serial Num               168-168-16888
Features
Firewall   Enabled
NAT         Enabled
UPnP    Disabled
ADSL
Type
Status   No Defect
      Downstream       Upstream
Data rate         2268           1108
Noise margin      19.1     6.6
Output power      18.4       12.6
Attenuation       45.0 23.8
From the Speedtest site
1. Best Effort Test: -provides background information.
Download Speed
1.78 Mbps
0 Kbps
2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 1.78 Mbps
For your connection, the acceptable range of speeds is 800 Kbps-2 Mbps.
IP Profile for your line is - 2 Mbps
2. Upstream Test: -provides background information.
Upload Speed
966 Kbps
0 Kbps
832 Kbps
Max Achievable Speed
Upload speed achieved during the test was - 966Kbps
Additional Information:
Upstream Rate IP profile on your line is - 832 Kbps

Ongoing Broadband connection drops and slow speed ...

Over the last few weeks i seem to be having random issues with my Broadband connection and teh connection has become very unstable and unreliable
The connection will randomly drop and re-establish, often at a much lower speed that it should be. I regularly get around 3 - 4MB download speed which is good for my area but often find that when it reconnections i get around 1MB. To resolve the issue i usually have to restart my hub (BT HH2) which then usually gets me back to the normal speed.
Luckily I do have a SamKnows box which shows this issue in a graphical form. Note how unstable the connection and speed seems to be! Surely it is not be like this?
http://i47.photobucket.com/albums/f168/damo-gti/bbconnectionissues.jpg
Current line status is below. Note i had the issue this morning which ended up with me restarting the Hub again.
ADSL line status
Connection information
Line state
Connected
Connection time
0 days, 2:10:03
Downstream
4,318 Kbps
Upstream
1,085 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.3
Latency type
Interleaved
Noise margin (Down/Up)
15.1 dB / 6.1 dB
Line attenuation (Down/Up)
44.0 dB / 25.7 dB
Output power (Down/Up)
0.0 dBm / 12.9 dBm
Loss of Framing (Local)
11
Loss of Signal (Local)
1
Loss of Power (Local)
0
FEC Errors (Down/Up)
63722 / 5
CRC Errors (Down/Up)
43 / N/A
HEC Errors (Down/Up)
N/A / 6
Error Seconds (Local)
28
All line tests i have done come back clean and there is no noise on the line.
Any ideas please?

ok so i plugged my HH2 in to the test socket as suggested and today have found the connection to be more unstable than usual.... So around 45 minutes ago the connection drops and re-establishes and i get the below results:
ADSL line statusConnection information
Line state
Connected
Connection time
0 days, 0:38:17
Downstream
760 Kbps
Upstream
1,027 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.3
Latency type
Interleaved
Noise margin (Down/Up)
33.0 dB / 8.2 dB
Line attenuation (Down/Up)
42.0 dB / 25.7 dB
Output power (Down/Up)
0.0 dBm / 13.0 dBm
Loss of Framing (Local)
43
Loss of Signal (Local)
5
Loss of Power (Local)
0
FEC Errors (Down/Up)
4 / 4294967264
CRC Errors (Down/Up)
0 / N/A
HEC Errors (Down/Up)
N/A / 0
Error Seconds (Local)
331
Hide Details
I then do a hard reboot to the hub and get the below when it comes back up:
ADSL line statusConnection information
Line state
Connected
Connection time
0 days, 0:06:04
Downstream
5,600 Kbps
Upstream
1,111 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.3
Latency type
Interleaved
Noise margin (Down/Up)
11.9 dB / 5.5 dB
Line attenuation (Down/Up)
43.5 dB / 25.6 dB
Output power (Down/Up)
0.0 dBm / 12.7 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
77 / 0
CRC Errors (Down/Up)
8 / N/A
HEC Errors (Down/Up)
N/A / 9
Error Seconds (Local)
1
To me this is suggesting a problem with the line/BB connection, would this assumption be correct?

Broadband connection drops when a phone call is re...

Hi
I am new to this forum so please let me know if I don't supply all the necessary information.
For a couple of months now we have had a consistent problem with the broadband connection dropping when an incoming phone call is received, prior to this it had been fine for a long time. After making the normal user checks, as recommended by BT, the problem persisted. A BT engineer visited my house and was able to reproduce the fault at the master socket. He traced the line back, via the manholes under the street to a connection box outside the village. After working hard for four hours he seemed to have fixed the fault and was able to demonstrate streaming video uninteruppted by an incoming call. He told me that he had solved the problem by re-routing the line, he also replaced the mark 2 router with a mark 3 router. Twenty four hours later the problem returned and is again absolutely consistent - even with just the router connected to the master socket the broadband light will go out when an incoming call is received. On phoning the helpline I was told that there was a problem at the exchange, which should be fixed within 24 hours, but it wasn't and I didn't hear back. Further investigation showed that both of these issues had been marked as resolved. We are a long way from the exchange and have had a history of problems with both the line itself and the exchange. In the past the hard working BT engineers have always managed to get things sorted out when they have visited.
This time I am struggling, as I can't seem to find the right approach to BT to persuade them to build on the work that the engineer who came out so recently did - I always seem to end up describing the problem from the beginning and then being told that it is my internal wiring that is at fault, nobody will acknowledge any of the work that has been done by the engineer that visited or the person that approached the exchange.
Sorry for such a long post, but it is very frustrating - I have considered changing the phone number so that nobody can make any incoming calls, but then I would have no phone!!
Any ideas would be gratefully received.

Hi John
Thank you for your very prompt response. Clicking on that link does not show up any problems in my area or with my line. I have limited technical knowledge, but what you say about high resistance does fit the facts. We have had a lot of problems over the years, most of which have been traced back to faults between the box at the edge of the villagae and our house - we have had the line replaced more than once, although I'm not exactly sure what that involved. In the past the fault that recurred was very slow speed and dropping of the broadband connection, this is different now in that the speed is actually now quite good for our area, but the connection drops when a phone call is made or received. I did have the fault logged with BT, but it has now disappeared from "track faults" without being resolved.
When everything is working it is a very good service. My friend in an isolated village in North Wales had BT broadband as soon as his local exchange was enabled. It has provided faultless service ever since, at a higher speed than I can get on the outskirts of a major city.
Thanks for the support, it has made me feel much less isolated - I'll keep reporting it.
Regards
Richard

Dropping broadband connections

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