topic Re: Constantly disconnections all day. Please help in Broadband

Constantly disconnections all day. Please help

CrystalJayme — Fri, 05 Aug 2022 01:14:20 GMT

I have had lots of disconnections that has caused my speed to be reduced. I have bt hub 6 business as modem and Asus rt-ax82u router. This problem starts midnight so I have to reboot. I'm so fed up.

Re: Constantly disconnections all day. Please help

jab1 — Fri, 05 Aug 2022 06:18:56 GMT

To even attempt to help you, @CrystalJayme , the Community needs some data.

Re: Constantly disconnections all day. Please help

CrystalJayme — Fri, 05 Aug 2022 06:50:02 GMT

Sorry, what data do you need please?

Re: Constantly disconnections all day. Please help

jab1 — Fri, 05 Aug 2022 06:56:58 GMT

As a minimum, your DSL uptime/data rates/SNR figures and any logs you can provide. If possible, post them as pictures within the message, rather than as attachments.

The results from BT Broadband - hiding you phone number, and the 'Advanced Diagnostics' from BTW Performance Tester would also be useful.

Re: Constantly disconnections all day. Please help

CrystalJayme — Fri, 05 Aug 2022 07:21:22 GMT

Re: Constantly disconnections all day. Please help

CrystalJayme — Fri, 05 Aug 2022 07:23:55 GMT

My ip profile was at 80mbps before all this started. Can I please have ip profile reset. Thank you

Re: Constantly disconnections all day. Please help

jab1 — Fri, 05 Aug 2022 07:37:49 GMT

Your Hub Manager screenshot says you have had a five hour DSL connection, which implies a problem with the BT/OR network, you have a high D/S SNR - most likely because of the constant disconnections, which have reduced your speeds. Unfortunately, the logs tell us nothing - are they the only ones available?

My suggestion, based on the data supplied, is to (a) check your phone line for noise (dial 17070, select option 2) - after the confirmation of your phone number the ONLY sound you should hear is the regular 'Quiet Line Test' announcement - ANY other noise at all, report a PHONE fault via: https://www.plus.net/help/report-a-problem/phone/ .

If that passes, report a BB issue via: https://www.plus.net/help/report-a-problem/broadband/

Re: Constantly disconnections all day. Please help

jab1 — Fri, 05 Aug 2022 07:38:57 GMT

@CrystalJayme wrote:
My ip profile was at 80mbps before all this started. Can I please have ip profile reset. Thank you

You need to eliminate the problem before a profile reset will be any good.

Re: Constantly disconnections all day. Please help

CrystalJayme — Fri, 05 Aug 2022 07:39:18 GMT

Re: Constantly disconnections all day. Please help

CrystalJayme — Fri, 05 Aug 2022 07:41:44 GMT

I've noticed the hh6 has the wrong date and month then it reverts back to 5th August

Re: Constantly disconnections all day. Please help

jab1 — Fri, 05 Aug 2022 07:41:50 GMT

Looks like a BT/OR network problem, but still carry out the phone test please.

Re: Constantly disconnections all day. Please help

CrystalJayme — Fri, 05 Aug 2022 07:47:04 GMT

I did a phone test while last night and it was severe noise on the line which caused my bthh6 to disconnect. After it connected noise went. I'll do another noise test right now and let you know. Thank you for helping me out 😘

Re: Constantly disconnections all day. Please help

CrystalJayme — Fri, 05 Aug 2022 07:54:30 GMT

No noise on the line. I don't know what's causing the noise crackling around midnight. Has bt been having problems at the cabinet Greenhill? I know they've recently installed 5G antenna's there.

Re: Constantly disconnections all day. Please help

CrystalJayme — Fri, 05 Aug 2022 08:06:20 GMT

I just reported to plusnet and they did test on the line and found a fault

Re: Constantly disconnections all day. Please help

CrystalJayme — Fri, 05 Aug 2022 08:09:10 GMT

Thank you John for the advice and the links. Hopefully bt can fix the problem now 👍 😘

Re: Constantly disconnections all day. Please help

jab1 — Fri, 05 Aug 2022 08:52:32 GMT

The fact that you had severe noise last night, but none this morning indicates that using the phone may have temporarily 'cleaned' the connection, but based on the other data, this has been going on for a while and needs investigation.

Report the phone fault first, and if it comes back clean, let us know so the other options can be considered.

Sorry for the late reply - life intervened. 😀

Re: Constantly disconnections all day. Please help

RealAleMadrid — Fri, 05 Aug 2022 09:13:33 GMT

@jab1 Fault already detected and reported msg#14

Re: Constantly disconnections all day. Please help

jab1 — Fri, 05 Aug 2022 09:19:20 GMT

@RealAleMadrid I know - my final post was half-completed before I had a phone call - I just finished and posted it before seeing the OP's earlier response.

Re: Constantly disconnections all day. Please help

CrystalJayme — Sun, 07 Aug 2022 12:07:49 GMT

Still happening all night. And just now actually. The logs point to tr069. Can someone please send me a report graph of my connection please. Thank you x

Re: Constantly disconnections all day. Please help

Dan_the_Van — Sun, 07 Aug 2022 12:40:28 GMT

@CrystalJayme has openreach cleared the fault? As until they do I would expect you to still get disconnects.

You need to filter on WAN in the Event Log and not TR069 to check for disconnects. TR069 is the management system which will have not bearing on your issue. You might be able to export the log file as a CSV file, better than screen shots

HTH

Dan.