Consistent drops multiple times a day.

[#1]

Consistent drops for last few weeks, getting worse. Router goes red etc. 

Potentially router failure, it arrived with a non-working rj45 port so possible it is failing. 

Can you check my line for faults? 

I have already checked the master socket. 

[#2]

To add to the above.... 

Also receiving far below even the advertised speeds for 'Fibre Unlimited'. 

Currently: 36Mbps DOWN, 7.8 Mbps UP. 

[#3]

@godstone14 Welcome to the forums. As it is now late on a Sunday, the PN Help Team are unlikely to pick this up today, but if you can provide the results of:BT Broadband - obscuring your phone number, BTW Performance Tester - making sure you run the 'Additional Diagnostics', and your Hubs Help Desk page - obscuring personal data, it may give us a start.

[#4]

I don't understand how doing the above will help diagnose my issue... 

Speed is as a posted above. ("Performance test") 

And from BT Broadband availability checker: 

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate (Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date	Left in Jumper
	High	Low	High	Low
VDSL Range A (Clean)	79.8	61.1	20	19	56.7	Available	Available	--
VDSL Range B (Impacted)	78.6	59.5	20	19	53.9	Available	Available	--

[#5]

Doing the above will possibly enable other Community members to determine where errors may lie, and also give the Help Team a start/idea where to look.

If you request help, we have to have some solid data to work from.

Screen shots are much better than 'extracted' snippets, as well.

[#6]

Ok, I have attached the information as requested. 

I am getting the following within my event log at each disconnect; 

19:01:28, 17 Oct.	(435050.370000) CWMP: session closed due to error: Could not resolve host
19:01:28, 17 Oct.	(435050.330000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
19:01:28, 17 Oct.	(435050.320000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
19:01:28, 17 Oct.	(435050.050000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
19:01:26, 17 Oct.	(435048.330000) PTM over DSL is down after 20 minutes uptime
19:01:26, 17 Oct.	(435048.320000) PPPoE is down after 20 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
19:01:23, 17 Oct.	(435045.580000) PPP LCP Send Termination Request [User request]
18:58:33, 17 Oct.	(434874.960000) Device disconnected: Hostname: udhcp-​1-​19-​4-​VD-​Linux-​VDLinux-​3-​1-​1-​x-​50-​85-​69-​49-​23-​dd IP: 192.168.1.66 MAC: 50:85:69:49:23:dd

Based on the above, it appears it is my router dropping the connection. But I just want to confirm the line has no issues prior to ordering a new one. Have i understood the log correctly? 

Thanks 

[#7]

@godstone14  whilst you wait for a PN rep to respond, have you checked the line yourself? Dial 17070 option 2?

You say you have checked the master socket, but not how or what you did yo check it - have you done the above quiet line test from the test socket, have you plugged the router into the test socket via a dangly filter?

The BTW DSL check shows you should be getting much higher speeds, a noisy line is often the most likely reason for low speeds.

[#8]

Thanks for your post @godstone14 and welcome to our Community Forums.

I'm sorry to see you're having issues with your connection. I've tested your line today and the tests are showing a fault (what's known as a bridge tap and high resistance) we'd need to arrange an engineer visit to investigate further and resolve.

Can you reply to the ticket logged on your account here Here with when you'd be available for a visit?

If you can post back once you've responded, I'll make sure we book the engineer as soon as we can.

[#9]

Thank you for the quick response.
Will the engineer need access to the property? Issue internally is unlikely, I only have a master phone socket, which is only used for the router. So no chance of a 'bridge tap' internally. The cable itself is in good condition and under 5 years old. I doubt the high resistance is due to water ingress on my end.
Can you advise on lead times for the engineers availability?

[#10]

Thanks for getting back to me @godstone14 

To carry out an investigation the engineer will need access to your property. There are many reasons why an engineer may need access as it's not always just to check your equipment, it's generally easier to track a fault and locate by testing from your master socket. We can generally book an appointment next day. 

[#11]

@godstone14  Welcome to the PN Forum 🙂

There could be loads of reasons why it drops and I think I've had them all and tried all sorts of "cures" 🙂

One of my reasons was my central heating boiler kicking on and off as well as rain! So looking at the router logs to see if there is a pattern is a good idea. 🙂