Broadband disconnections for a year...where do I go now?

I have been at this address since September 2010. It is a new build bungalow with BT access outside the property. Since moving here I have suffered a lot of d/c problems which I have reported to BT. The replies at first where that I had a faulty router, so it was changed, culminating in me having to sign for a further 18 months to get a 3rd generation router. This has not solved the problems, so now I am told that there is a problem at the exchange, outside the exchange etc. I am so fed up with this and getting really frustrated. My line stats are

Connection Information

Line state: Connected
Connection time: 0 days, 01:58:21
Downstream: 7.375 Mbps
Upstream: 448 Kbps

ADSL Settings

VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 6.0 dB / 21.0 dB
Line attenuation (Down/Up): 20.5 dB / 11.0 dB
Output power (Down/Up): 19.9 dBm / 12.3 dBm
FEC Events (Down/Up): 11350378 / 531
CRC Events (Down/Up): 13347 / 505
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 404517 / 515
Error Seconds (Local/Remote): 314 / 200

My router is connected to the main telephone socket.

Anyone got any ideas as to what is happening here? I would be grateful for any help.

Janthril

Edited by deleted (Thu 11-Aug-11 12:36:16)

That looks to me like a wiring problem at your end.

What do you have connected to the line as well as the broadband?

Main telephone socket, means the extensions are still connected and working for phone calls?

Try the test socket (inside the master socket) and see if the stats improve

Do you have filters on all of your extensions, whether being used or not?

I have just the phone line and the router connected in the socket. I have filters on any I am using. I dont have a test socket as the property is new and the BT box is outside the front of the property, and inside it is just normal sockets. I have changed my phone, put into different sockets, used different routers (this is the one with infinity on it) even bought new wireless dongles for the computer as well as new ethernet cable. I have also replaced the filters. I dont know what else to change.

You're not on Infinity, you're on ADSL

I meant I am using the BT router which has both ADSL and Infinity sockets - I know I am on basic ADSL Sorry for not being clearer

Something is definitely wrong with those stats IMO

The line attentuation is 20db and hence would easily achieve an 8128 sync

If there was interleaving the stats would be a different sync again

Something's stopping it achieving the full speed sync

Can you run a speedcheck at

http://speedtester.bt.com/

& your noise margin target is 6db which is good

Can you take photos of your phone sockets?

Also do you have one of these outside?

http://www.kitz.co.uk/adsl/images/phone/external_NTE...

Edited by ukhardy07 (Fri 12-Aug-11 02:39:44)

In reply to a post by ukhardy07:

The line attenuation is 20db and hence would easily achieve an 8128 sync
If there was interleaving the stats would be a different sync again

If? There is interleaving and the max sync is therefore only 7616.

You are trying to say you have a Home Hub 3, that just happens to have an ADSL port and Ethernet port for its WAN connection.

In which case from wiring description it is entirely feasible the wiring is an issue, you need to reduce the wiring to the minimum, i.e. one socket in the property that is as close as possible to the external master socket. In short temporarily disconnect all but one socket.

if the stats are better at that point, then the other sockets need a rewire, and would recommend fitting your own NTE5 with ADSL faceplate and running the other extensions (if needed) from the filtered side.

Clear photos of each socket may actually help people spot if anything odd with wiring. Just because it works for a phone does not mean it is ideal for ADSL.

Speedtest results are


Download speedachieved during the test was - 5006 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :7552 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6500 Kbps

The profile has been lowered recently by BT and they tell me the engineers will sort it

I do have the BT box outside as in your picture.

I cant upload a phote right now but the box has no lines in it and just a socket.

My phone is plugged into a different socket and has a filter on.

In the living room I have just the router plugged into a filter and then the socket.

I cant upload a phote right now but the box has no lines in it and just a socket.

My phone is plugged into a different socket and has a filter on.

In the living room I have just the router plugged into a filter and then the socket.

The first line is confusing me, what do you mean by no lines? as in no visible wires for you to disconnect?

Regular disconnects are most often caused by the internal wiring, and as you have several bits of internal wiring the probability of these being wired in a less than ideal way is possible, e.g. split pairs, ring wire on all the sockets, maybe even builder using wrong cable or wrong sockets.

Sorry I meant the faceplate was plain with just one socket outlet. I have a 2 year old helping so I get a bit distracted

The front may be plain, but its worth a look to see what the wiring is like behind, a picture makes it easier as avoids you using different phrases to describe things.

Flickr and twitpic etc are all reasonable photo sites to upload too.

As you have an external openreach socket, all the wiring is yours to deal with, so you can look behind sockets, sort out wiring etc.

95% you have the ring wire connected, which creates an imbalance, leading to noise pickup particularly after sunset
30% chance if the wiring was done by builders that the wiring is plain wrong, e.g. not using the two wires from the same twisted pair

http://www.solwise.co.uk/adsl_splitters-extensions.htm and the ADSL-FFP85D may provide a neat way of tidying things up, and keeping it flush with wall, and avoids need for dangly microfilters.

In reply to a post by XRaySpeX:

In reply to a post by ukhardy07:

The line attenuation is 20db and hence would easily achieve an 8128 sync
If there was interleaving the stats would be a different sync again

If? There is interleaving and the max sync is therefore only 7616.

Yes with interleaving the sync would not be at 7.375mbps as the user is getting on such a short line. His attentuation should easily achieve the full sync. It would be 7.6mbps... I'm posting on an iPhone so I didn't spot that it was enabled

All in all the line SHOULD reach either 8128 (interleaving off) or 7616 Kbps (on) easily. On other providers it should easily reach 20meg... The fact that it's only syncing at 7.3mbps out of a possible 7.6 meg shows an issue as a 7.6meg sync should be easily achievable

So something's preventing the speed... Granted with profiling this difference won't affect performance on BT (assuming it never syncs significantly lower) but it could be causing the disconnections. If the issue causes the sync to drop really low randomly it could affect performance though through profiling

In reply to a post by MrSaffron:

... would recommend fitting your own NTE5 with ADSL hat is as close as possible to the external master socket.

The rest of this post and your later ones look good Andrew, but surely fitting an NTE5 given the external NTE would be wrong?

And won't there be a ring wire coming from there anyway?

As a handy internal location for feeding extensions from nothing much wrong with it.

Not being to a property with the external socket, so not 100% up and how easy to disconnect ring wire etc, pictures of them are usually not clear.

Will probably find the socket closest to external master is already a master style socket, and replacing with NTE5 front parts may be feasible, or the Solwise faceplate I've suggested.

In reply to a post by MrSaffron:

As a handy internal location for feeding extensions from nothing much wrong with it.

Not being to a property with the external socket, so not 100% up and how easy to disconnect ring wire etc, pictures of them are usually not clear.

Will probably find the socket closest to external master is already a master style socket, and replacing with NTE5 front parts may be feasible, or the Solwise faceplate I've suggested.

The external box acts as the master socket.

There is a test socket type feature but only BT can access this on the external master

Having an NTE5 inside would be the same as having 2 masters inside an older property

All sockets inside should be slave sockets.

Well builders for years have been fitting master sockets at every extension...so no one has learnt.

So link to a suitable socket for people to use is welcome