BT Broadband dropping out

[wizkid]

Hi,

I have BT Broadband and when accessing the BT Hub Manager the broadband drops out most of the time. BT have sent out a replacement Home Hub but this did not solve the issue. I am using the test socket and have tried changing the micro filters.

Does anyone have any ideas on what can be causing this problem?

[Jay]

do you lose sync? what are the router stats like eg snr etc.

[wizkid]

do you lose sync? what are the router stats like eg snr etc.

Hi

Everything is refreshed when the connection is lost. Line states are below. I would be grateful if you could offer any more help. I have been in contact with BT Tech Support they have told me that they are having technical problems at the moment and are not able to put a request through for an engineers visit, they have been saying this for the last 2 days now.


ADSL line status

Connection Information

Line state Connected
Connection time 0 days, 13:16:58
Downstream 15,348 Kbps
Upstream 888 Kbps

ADSL Settings

VPI/VCI 0/38
Type PPPoA
Modulation G.992.5 Annex A
Latency type Interleaved
Noise margin (Down/Up) 8.6 dB / 14.6 dB
Line attenuation (Down/Up) 26.2 dB / 10.5 dB
Output power (Down/Up) 25.7 dBm / 1.3 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) 9990 / 0
CRC Errors (Down/Up) 4933 / 0
HEC Errors (Down/Up) 36351 / 0
Error Seconds (Local/Remote) 716 / 0

[wizkid]

Line states this morning

ADSL line status

Connection Information

Line state Connected
Connection time 0 days, 10:51:59
Downstream 17,403 Kbps
Upstream 888 Kbps

ADSL Settings

VPI/VCI 0/38
Type PPPoA
Modulation G.992.5 Annex A
Latency type Interleaved
Noise margin (Down/Up) 6.9 dB / 13.6 dB
Line attenuation (Down/Up) 26.3 dB / 10.5 dB
Output power (Down/Up) 27.4 dBm / 1.3 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) 3999 / 57859
CRC Errors (Down/Up) 317 / -1468530688
HEC Errors (Down/Up) 6239 / 0
Error Seconds (Local/Remote) 220 / 2088255585

[Salazaar]

This is probably going to sound really obvious but can you hear any/a lot of noise on the line when you plug a regular phone in to it?

[wizkid]

This is probably going to sound really obvious but can you hear any/a lot of noise on the line when you plug a regular phone in to it?

There is no noise on the line.

I have spoken to BT India there reply was speed does not matter all that matters if we can get the line stable, they said they would decrease my speeds down. I advised them that I did not want to do this because I had requested to be upgraded to faster internet in order to get higher speeds their response was then "So you are happy with your high speed connection that drops out all the time then Sir"? I then advised that the High Level Complaints Team in London had advised me to request that they stand down on the case they were not best pleased about this. I am now waiting for BT UK to get back to me with an update on what they are going to do next.


Does anyone have any ideas on what could be causing this issue?

[Jay]

what they will do is change your profile so your SNR gives you a slower speed but more stability. To me it sounds like your ADSL profile is not what it should be.

[wizkid]

Hi

the ip profile for the line this morning is 16000. Would this make any differnce to it dropping out?