Help!!! Broadband Intermittently Disconnects

Please someone cast a eye on these figures and tell me if anything is wrong please???
Our broadband randomly disconnects sometimes upto 10 times a night only for a brief time of say 10-30 seconds but enough to kick my wife and me off off xbox live or our laptops go to local only connection! The broadband light on the HH3 does not even go out, but sometimes the conection screen comes on our laptops showing the BB light flashing. I have phoned tech support in india (even spoke to George Michael lol) i've had the cover plate removed several times and had a BT engineer change it for a new one with seperate ADSL and phone sockets. Our profile has been reset and if the speed is right below im well pleased. it's just these **bleep** disconnections thats driving me mad. We have another engineer comming tomorrow who according to my last contact is going to fix the problem once and for all!! It's not a HH3 problem as this has happened on a Dratek Vigor, Belkin N300 and a Belkin N600. Brought the HH3 on recomendation from a BT tech support agent who said they could not help me anymore as they only train on HH's!!!!
This has been ongoing for six month now and im rather annoyed.
On the troubleshooting page on every disconnect is logged on the WAN. I've printed this off for the engineer, any ideas where else I can direct him!!! the previous chap tested everything with his kit and found no fault! five mins after he left it went again!
Internet Connection Configuration
Connection information
Connection time:
0 day, 00:13:55
Data transmitted/received (GB):
0.000 / 0.000
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
6 days, 01:47:32
Downstream:
17,266 Kbps
Upstream:
1,171 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 / 6.2 dB
Line attenuation (Down/Up):
21.5 dB / 10.3 dB
Output power (Down/Up):
0.0 dBm / 12.3 dBm
FEC Events (Down/Up):
0 / 0
CRC Events (Down/Up):
2775 / 116

Still no joy third engineer coming today but sceptical of outcome! See below what were facing!
  20:01:37,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_ISP_TIME_OUT]
  20:45:03,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_ISP_TIME_OUT]
  20:56:16,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_NO_CARRIER]
  20:56:19,10 Dec. WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]
  21:15:20,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_ISP_TIME_OUT]
  21:38:55,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_ISP_TIME_OUT]
  22:53:51,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_ISP_TIME_OUT]
  22:55:07,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_ISP_TIME_OUT]
  22:56:09,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_UNKNOWN]
  23:46:48,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_NO_CARRIER]
  23:46:51,10 Dec. WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]
  23:48:42,10 Dec. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_NO_CARRIER]
  23:48:45,10 Dec. WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]
As you can see its random and only lasts a couple of seconds! unless the engineer is here and is quick enough to catch it i cant see how he can solve it! Last engineer said Help Desk does not register any disconnects!!! notice 13 disconnects in one evening between 20:00 and 00:00! makes xbox a pain as we not only play games but watch movies throu it!!!!
HELP

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Welcome to the forum.
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Broadband constantly disconnecting. Was fine a few...

Hi
My broadband keeps disconnecting, sometimes every 5 minutes sometimes every few hours. Today is particularly awful disconnecting me as many as 10 times an hour. I spoke to the call centre they told me the Hub was broken, they said as I wasn't on a contract anymore they would only send me a new one if I signed a new contract. HILARIOUS why would I sign up to a service failing to work.
So I went out and bought a new router as suggested, which cost me £75 and guess what. It's nothing to do with any equipment or wires it is YOU! Something is obviously wrong with the line in this area and I'm at the end of my teather. Virgin or Sky will be contacted next week if this isn't resolved asap!
Thankyou

System Up Time 02:00:51
Port
Status
TxPkts
RxPkts
Collisions
Tx B/s
Rx B/s
Up Time
WAN
pppoa
182
207
0
426
1858
00:01:25
LAN1
Link Down
31111
20825
0
28081
2847
LAN2
Link Down
LAN3
Link Down
LAN4
10M/100M
02:00:51
WLAN
145M
25506
23352
0
1962
639
01:57:19
ADSL Link
Downstream
Upstream
Connection Speed
6891 kbps
568 kbps
Line Attenuation
21.5 db
7.6 db
Noise Margin
15.8 db
9.5 db

Intermittent disconnections!!

Hi I have had a quick read through and cannot see the problem answered and fact the only similar problem back in Jan this year never got resolved so here goes
I can use the internet almost at any time however at random the internet can disconnect and reconnect and sometimes repeat this as often as 5 times in a few minutes
I read an associated post re comments on noise (the poster had low noise mine is higher)
It appears that only the broadband is temporarily disconnected and can sometimes reconnect in seconds instead 30-60 seconds
Im using a bt HH black version-with no BT suppied phones attached
Line state
Connected
Connection time
0 days, 0:35:33
Downstream
4,896 Kbps
Upstream
448 Kbps
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.1
Latency type
Interleaved
Noise margin (Down/Up)
11.1 dB / 15.0 dB
Line attenuation (Down/Up)
33.0 dB / 19.0 dB
Output power (Down/Up)
19.8 dBm / 11.9 dBm
Now only around 2 years back BT visited and as the BT box was old the engineer re run the BT cable in to a connection point, from here new cable to master socket with a built in filter(2 socket outlet) a spur was taken from the bt line (not filter) in new cable to around 5-6 meters to my office where my router is and just 2 days back I changed this filter...just in case.
So all cables are new'ish and filters are new.
The problem has only become noticeable in the last month, maybe slightly less
I'm not keen on talking to the indian help desk, who ask me to disconnect and reconnect and when you call back the new operator says disconnect and reconnect, unless my problem is on their script they dont know.
What can i do to reduce noise?
The router has been placed at the master with no difference, in regards to electrical interferance it is roughly 1.5m metres from my PC through a few pieces of wood...any further it would not be in my office and therefore wireless...besides its been working fine for many years
When we boot up laptops wireless works ok
Most notible as I get the IE screen from BT saying no broadband connection and if playing MOH i also get kicked off...which bugged me as i never knew why, but now I know why

Test1 comprises of Best Effort Test: -provides background information.
Download Speed
3670 Kbps
0 Kbps
7150 Kbps
Max Achievable Speed
Download speedachieved during the test was - 3670 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :5216 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 4000 Kbps
Line state
Connected
Connection time
0 days, 3:43:31
Downstream
5,216 Kbps
Upstream
448 Kbps
ADSL settings<script type="text/javascript">// createTable("normal", trClass, td3, td4); // </script>
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.1
Latency type
Interleaved
Noise margin (Down/Up)
15.1 dB / 7.0 dB
Line attenuation (Down/Up)
33.0 dB / 20.0 dB
Output power (Down/Up)
19.7 dBm / 11.9 dBm
Loss of Framing (Local)
17
Loss of Signal (Local)
9
Loss of Power (Local)
0
FEC Errors (Down/Up)
48330 / 0
CRC Errors (Down/Up)
53 / 2147480000
HEC Errors (Down/Up)
nil / 0
Error Seconds (Local)
2100

Please help, broadband issues...slow and crackly e...

Hello guys,
I have an ongoing problem now, which has been going for over 2 weeks now.
Basically, my broadband speed is extremely slow. We are on Option 3 and apparently get around 7.5mb.
The fastest speed i can achieve at this time is 15-18 kb/s. As you can imagine, im getting quite fristrated.
Been ringing BT since it started happening, been given a multitude of replies, all of which have not helped at all.
I was promised an adapter of some sort to help improve the broadband speeds, which i am still waiting for..
The line is starting to sound crackly, but not all the time. Sometimes if we are using the internet, and the telephone goes into use, the broadband disconnects. Again, not always.
We can hardly browse the internet, it is getting so bad. BT dont seem to want to help, and to be honest, i dont think they know what they are doing half the time. Always seem to place you on hold when you ask them something..
We have 2 computers and BT Vision. Both computers use the internet for browsing, downloading and online gaming. Online gaming is getting to the point where we are unable to play, the ping gets so high.
We cannot use the BT Vision service, as the connection is just too slow.
I dont like the fact that i am paying for something i cannot use, its frustrating to say the least.
I dont know what to do now. I have tried everything. Can anyone help? Here is the details from my BT Homehub 2.0 type B.

Connection Information
Line state
Connected
Connection time
0 days, 00:11:02
Downstream
7,616 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)
13.6 dB / 25.0 dB
Line attenuation (Down/Up)
26.7 dB / 16.0 dB
Output power (Down/Up)
15.1 dBm / 1.7 dBm
Loss of Framing (Local/Remote)
0 / 0
Loss of Signal (Local/Remote)
0 / 0
Loss of Power (Local/Remote)
0 / 0
FEC Errors (Down/Up)
113 / 23
CRC Errors (Down/Up)
745 / 188
HEC Errors (Down/Up)
20427 / 152
Error Seconds (Local/Remote)
32 / 22

BT Broadband constantly disconnecting

Hello
It started about midnight last night, my internet connection suddenly went down, then it came back up. This morning and all throughout the day the broadband light on my BT Home Hub 2.0 has been flashing on and off an orange colour. It will then get 3 blue lights on my home hub for about 5-10mins tops before it disconnects yet again.
I checked to see my connection but it comes up that there is no problems in my area, I have ran a line/fault test and there seems to be no faults. What could this be? Any help welcome as this is extremely frustrating!

Sorry for only just repsonding, have to do so when the internet decides to work.
I have changed the ADSL Filter on the main socket (it's the only socket we have) and the internet seemed to work perfectly for a good few hours before its gone back down again.
I have some logs, these are mainly from today.
15:28:26  31 Jan
FIREWALL event (1 of 3): created rules
15:28:26  31 Jan
xDSL linestate down
15:27:43  31 Jan
FIREWALL event (1 of 3): deleted rules
15:27:26  31 Jan
FIREWALL event (1 of 3): modified rules
15:27:26  31 Jan
xDSL linestate up (ITU-T G.992.5; downstream: 5806 kbit/s, upstream: 344 kbit/s; output Power Down: 20.2 dBm, Up: 10.3 dBm; line Attenuation Down: 40.0 dB, Up: 22.9 dB; snr Margin Down: 8.0 dB, Up: 6.0 dB)
15:27:02  31 Jan
xDSL linestate down
15:26:43  31 Jan
FIREWALL event (1 of 3): created rules
15:26:43  31 Jan
xDSL linestate down
15:26:11  31 Jan
LOGIN User Basic logged in on [HTTP] (from 192.168.1.71)
15:26:11  31 Jan
FIREWALL event (1 of 2): deleted rules
15:26:07  31 Jan
PPP CHAP Chap receive success : authentication ok
15:26:06  31 Jan
PPP CHAP Receive challenge (rhost = acc-aln1.ai)
15:26:04  31 Jan
xDSL linestate up (ITU-T G.992.5; downstream: 5792 kbit/s, upstream: 1057 kbit/s; output Power Down: 20.2 dBm, Up: 13.0 dBm; line Attenuation Down: 41.0 dB, Up: 24.2 dB; snr Margin Down: 6.3 dB, Up: 6.0 dB)
15:25:44  31 Jan
xDSL linestate down
15:25:39  31 Jan
LOGIN User Basic logged in on [HTTP] (from 192.168.1.71)
15:25:38  31 Jan
LOGIN User Basic logged in on [HTTP] (from 192.168.1.71)
15:25:28  31 Jan
FIREWALL event (1 of 1): modified rules
15:25:28  31 Jan
FIREWALL event (1 of 1): created rules
15:25:28  31 Jan
xDSL linestate up (ITU-T G.992.5; downstream: 5795 kbit/s, upstream: 1042 kbit/s; output Power Down: 20.2 dBm, Up: 13.0 dBm; line Attenuation Down: 40.5 dB, Up: 23.3 dB; snr Margin Down: 6.4 dB, Up: 6.0 dB)
15:25:06  31 Jan
LOGIN User Basic logged in on [HTTP] (from 192.168.1.71)
15:25:05  31 Jan
LOGIN User Basic logged in on [HTTP] (from 192.168.1.71)
15:25:04  31 Jan
xDSL linestate down
15:24:45  31 Jan
FIREWALL event (1 of 2): deleted rules
15:24:45  31 Jan
xDSL linestate down

Broadband keeps disconnecting

I have an iMac and a BT homehub. The BT homehub lights are always blue, but my iMac when working wirelessly frequently disconnects. It's not the line, it's not the connections, I can see from iStumble the channel I use is not being used by anyone else (7). The Airport simply says 'login timeout' every time I try and connect wirelessly. I ring BT customer care and they tell me to restart the hub and the imac. This works about 40% of the time. I lose connection now several times a day. I never get anything more from customer care than 'restart the homehub' and this is just not practical as it doesn't always work. Please can anyone help? I always seem to lose connection when a work deadline arrives, and usually at peak times. I'm self employed and work from home, so it's really important I get this sorted. Can anyone help? Thanks

jek wrote:
Hello Charlie, thanks for your reply
I have tried ethernet, but it's the same issue 'connection timeout'. A wired connection would be very impractical full time, thus the homehub. Sometimes I know that the broadband speed is so incredibly slow that it thinks there's no connection. I did a broadband speed test a while back, and it was about a 10th of the minimum I'm supposed to be getting. Other times it's quick.
Jek. It's a little difficult to picture the problem you are having. Forgive me, I'm from the land of the PC, so Macs are mythical creatures that use a combination of electronics and magic.
When you say:
"I have tried ethernet, but it's the same issue 'connection timeout'."
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Broadband repeatedly disconnecting and super slow.

Hi,
since the 4th we've had some incredible internet speeds (lowest being 38kbps) and broadband dropouts. The hib will go through stages of connecting for about 30 secs and then disconnecting and re-connecting again. After ringing BT this problem now seems solved however, we're still getting invredibly slow speeds, we normally get about 5meg, currently it's 240kbps.
I've tried changing the ADSL filter and tried different power cables, tried moving the hub 5m away from anything and the speed still won't go back to normal, any help in this would be appreciated.

hbeevers wrote:
Hi,
since the 4th we've had some incredible internet speeds (lowest being 38kbps) and broadband dropouts. The hib will go through stages of connecting for about 30 secs and then disconnecting and re-connecting again. After ringing BT this problem now seems solved however, we're still getting invredibly slow speeds, we normally get about 5meg, currently it's 240kbps.
I've tried changing the ADSL filter and tried different power cables, tried moving the hub 5m away from anything and the speed still won't go back to normal, any help in this would be appreciated.
with the number of times you appear to have restarted the hub your profile is prbably very low hence the slow download speed. can you post the adsl stats from your router (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z) and run btspeedtester http://speedtester.bt.com and post the results. Someone may then be able to offer assistance
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 Line disconnects when Landline calls are...

Whenever the landline is used to make a phone call the Broadband service drops, this causes my synch to drop right down to painful speeds. I have tried many different microfilters to no avail although I'm pretty sure its not a problem with the microfilters because when the BT Broadband Talk phone was used to make landline phone calls this would also make the broadband drop. The problem is not constant, we can go through a period when the the service will stay stable for weeks on end and our synch will go up to about 1500kbps. I don't have a master socket but even when the phone and broadband are connected to the first usable socket the problem still persists. I've put up with the problem now since getting Broadband in 2007 and I'm getting increasingly frustrated.
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Thought I would add my experience with a similar problem with BB dropping out and hissing noise on the phone line which disappeared when the Hub was unplugged.
I reported this issue several times and had a visit from a BB engineer and 3 visits from openreach engineers.
By process of elimination my problem was finally resolved by the final openreach engineer who seemed to be more familiar as to why this was happening and instead of looking for physical fault on the line (which there wasn't) he looked into what might be causing noise induction on the line. He also explained that sometimes these issues could be caused by a neighbours faulty equipment such as TV set top box or even radio interference from nearby power cables.
There were no obvious reasons to what was causing this issue, but I was fortunate enough to have a dormant line pair from an old business line that was still connected all the way from the exchange to my house, the engineer swapped my phoneline and BB service to this dormant connection and hey presto hissing noise disappeared from the phone, nice clear calls now and my BB has been up continuously for over 3 days which Hasn't been achieved for many months.
So if you are experiencing dropping BB checked the phone for noise, sometimes using the phone will cause the BB to dropout. If there is noise see if it disappears when you disconnect your hub. If it doesn't then I would suspect a physical line problem, if it does disappear I would suspect there is some sort interference on the line being pick somewhere along the way between the exchange and your house, internal problems can be eliminated by plugging your hub into the BT test socket and test from there.
Not a easy one to find, but persistence from BT did finally resolve my issue.
Hope this helps.

Lost data / intermittent disconnecting

Hello, please can somebody help me find out what is wrong with my HH router/connection.
On several different devices with completely different OS and cards, wired and wireless etc. it fails to load images on websites randomly roughly 1/20th of the time, a refresh later on solves. Also, videos on the internet fail to load around the same frequency (despite loading the page) and games disconnect for about 5 seconds once every 5-10 minutes. This happens on all devices simultaneously and a refresh will solve the problem if i wait for around 10 seconds. Then 10 seconds later the same thing happens.
This has been going on for at least 2 weeks, (if not since I originally got the device months ago). The router light remains a steady blue / doesn't report any issues and similarly the connection from the computer to the router reports no issues at any stage. Ive tried all the diagnostic tests and removing any firewalls etc. I've seen lots of posts with similar issues, I'm just trying to diagnose the problem at this stage.
1. Product name:
BT Home Hub
2. Serial number:
+068343+NQ40131061
3. Firmware version:
Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 06/05/14
4. Board version:
BT Hub 5A
5. VDSL uptime:
3 days, 00:50:11
6. Data rate:
9995 / 39993
7. Maximum data rate:
29282 / 102272
8. Noise margin:
19.6 / 23.6
9. Line attenuation:
0.0 / 10.1
10. Signal attenuation:
0.0 / 10.1
11. Data sent/received:
401.7 MB / 3.5 GB
12. Broadband username:
[email protected]
13. BT Wi-fi:
Yes(.......)
54. Firewall:
Default
Thank you,
Trudy
Solved!
Go to Solution.

Hi Trudy123,
Welcome to the community. How are things with your connection? If you are still having issue, please could you run the BT Speed tester using http://speedtest.btwholesale.com/ next time you notice the problem? You will need to run the "Further Diagnostics" once the first test completes.
Once you have run that test, please post back the results.
Thanks
PaddyB
BTCare Community Mod
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Help!!! Broadband Intermittently Disconnects

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