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Constantly disconnections all day. Please help

CrystalJayme
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Posts: 124
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Registered: ‎06-01-2015

Constantly disconnections all day. Please help

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.
47 REPLIES 47
jab1
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Re: Constantly disconnections all day. Please help

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

John
CrystalJayme
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Re: Constantly disconnections all day. Please help

Sorry, what data do you need please?
jab1
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Re: Constantly disconnections all day. Please help

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.

John
CrystalJayme
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Re: Constantly disconnections all day. Please help

<p>Here you go</p>

IMG_20220805_080202.jpgIMG_20220805_080924.jpgIMG_20220805_081532.jpg

CrystalJayme
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Re: Constantly disconnections all day. Please help

My ip profile was at 80mbps before all this started. Can I please have ip profile reset. Thank you
jab1
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Re: Constantly disconnections all day. Please help

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/

John
jab1
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Re: Constantly disconnections all day. Please help


@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.

John
CrystalJayme
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Re: Constantly disconnections all day. Please help

IMG_20220805_083438.jpgIMG_20220805_083525.jpgIMG_20220805_083555.jpg

CrystalJayme
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Re: Constantly disconnections all day. Please help

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

jab1
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Re: Constantly disconnections all day. Please help

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

John
CrystalJayme
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Re: Constantly disconnections all day. Please help

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 😘
CrystalJayme
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Re: Constantly disconnections all day. Please help

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.
CrystalJayme
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Re: Constantly disconnections all day. Please help

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

 

IMG_20220805_090406.jpg

CrystalJayme
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Re: Constantly disconnections all day. Please help

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