Is this a BT line or exchange issue with our home broadband?

We have BT FTTC ADSL connected to exchange code SWCFATE receiving 40Mbps when it works.

The broadband frequently drops out while we are connected as follows:
- One BT socket in our new build house running directly from the BT line outside;
- PC connected via 1m ethernet to BT Hub connected directly to socket via microfilter;
- WiFi is disabled, wired broadband connection drops out 20-30 times per day;
- This is the second Hub that BT have sent us and the problem is identical.

Is this likely to be a BT line or exchange issue?

Is there anything else we can do or try?

Have you tried swapping the microfilter?

Also, what type of master socket and faceplate do you have? It seems odd that in a new build they didn't give you a modern one with the two-socket faceplate.

http://bt.custhelp.com/app/answers/detail/a_id/40812...
https://btbusiness.custhelp.com/app/answers/detail/a...

Any chance you might post the stats hidden away in router�s settings ? Attenuation, SNR, max attainable etc etc.

This detail can help diagnose things.

Router line stats as follows:

Product name: BT Hub 6A
Data rate: 10.00 Mbps / 49.00 Mbps
Maximum data rate: 14806 / 56671
Noise margin: 10.2 dB / 8.1 dB
Line attenuation: 18.9 dB
Signal attenuation: VPI / VCI: 0/38

Edited by deleted (Sun 18-Nov-18 09:26:47)

The line just dropped out again. So I immediately consulted the latest entries in the router's event log which over the preceding 60 seconds comprised the following:

09:19:18, 18 Nov. eth1:An Ethernet port is now connected (2/1000/FULL)

09:19:15, 18 Nov. eth1:A device has been disconnected from an Ethernet port (2)

09:19:13, 18 Nov. eth1:[Device Connected] MAC Address:c4:9d:ed:e5:36:84 Host Name: DESKTOP-SO9V0EC IP Address: 192.168.1.218, lease duration is 86400 seconds.

09:19:13, 18 Nov. BR_LAN:The DHCP options that are offered by the device (id:6): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: DESKTOP-SO9V0EC | VendorId: MSFT 5.0

09:19:13, 18 Nov. : DHCP Confirmation of Request

09:19:13, 18 Nov. BR_LAN:The DHCP options that are offered by the device (id:7): DiscoverOptions: 53,61,50,12,60,55 | DiscoverOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: DESKTOP-SO9V0EC | VendorId: MSFT 5.0

09:19:13, 18 Nov. : DHCP Confirmation of Request

09:19:09, 18 Nov. wl1:A WiFi device <BC:83:85:E2:C0:05> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

The only device connected to the BT Hub is my Surface Pro "DESKTOP-SO9V0EC" to the Hub's ethernet port 1.

Does this information shed any light on the situation?

Only 10 minutes later and it the line has dropped again, with the event log over the preceding 60 seconds plus every entry since the last dropout at 9:19:18 stating the following:

09:29:32, 18 Nov. eth1:An Ethernet port is now connected (2/1000/FULL)

09:29:29, 18 Nov. eth1:A device has been disconnected from an Ethernet port (2)

09:29:26, 18 Nov. BR_LAN:The DHCP options that are offered by the device (id:7): DiscoverOptions: 53,61,50,12,60,55 | DiscoverOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: DESKTOP-SO9V0EC | VendorId: MSFT 5.0

09:29:26, 18 Nov. : DHCP Confirmation of Request

09:29:26, 18 Nov. eth1:[Device Connected] MAC Address:c4:9d:ed:e5:36:84 Host Name: DESKTOP-SO9V0EC IP Address: 192.168.1.218, lease duration is 86400 seconds.

09:29:26, 18 Nov. BR_LAN:The DHCP options that are offered by the device (id:6): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: DESKTOP-SO9V0EC | VendorId: MSFT 5.0

09:29:26, 18 Nov. : DHCP Confirmation of Request

09:29:23, 18 Nov. wl1:A WiFi device <BC:83:85:E2:C0:05> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

09:23:18, 18 Nov. wl1: Device <BC:83:85:E2:C0:05> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

09:22:24, 18 Nov. eth1:An Ethernet port is now connected (2/1000/FULL)

09:22:21, 18 Nov. eth1:A device has been disconnected from an Ethernet port (2)

09:22:19, 18 Nov. BR_LAN:The DHCP options that are offered by the device (id:7): DiscoverOptions: 53,61,50,12,60,55 | DiscoverOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: DESKTOP-SO9V0EC | VendorId: MSFT 5.0

09:22:19, 18 Nov. : DHCP Confirmation of Request

09:22:19, 18 Nov. eth1:[Device Connected] MAC Address:c4:9d:ed:e5:36:84 Host Name: DESKTOP-SO9V0EC IP Address: 192.168.1.218, lease duration is 86400 seconds.

09:22:19, 18 Nov. BR_LAN:The DHCP options that are offered by the device (id:6): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: DESKTOP-SO9V0EC | VendorId: MSFT 5.0

09:22:19, 18 Nov. : DHCP Confirmation of Request

09:22:14, 18 Nov. wl1:A WiFi device <BC:83:85:E2:C0:05> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

09:20:13, 18 Nov. wl1: Device <BC:83:85:E2:C0:05> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

09:19:18, 18 Nov. eth1:An Ethernet port is now connected (2/1000/FULL)

What are the possibly causes of this issue?

It continually makes working over VPN or Skype impossible

So nothing to do with the FTTC or exchange

It may be a slightly dodgy Ethernet cable or socket, or even the cable is not clicked into place.

If problem is PC dropping due to DHCP quirks then setting a manual IP address, gateway, subnet and netmask is one thing to try.

Could it potentially be the Microsoft Surface dock (link) that are connecting the laptop to the ethernet cable?

Or the microfilter, really? Ethernet cable and BT socket have been professionally replaced within the last fortnight and issue remains identical.

Could you recommend a link to a guide for setting a manual IP address, gateway, subnet and subnet mask please?

Edited by deleted (Sun 18-Nov-18 10:17:35)

Out of interest, does the telephone line sound clear and clean ?

In reply to a post by RhysP:

Could it potentially be the Microsoft Surface dock (link) that are connecting the laptop to the ethernet cable?

Yes, it could. (Aside: the link you provided is not a valid URL).

If you have a different PC that you could plug in instead (preferably one with built-in ethernet), and see if the ethernet connection is stable with that device, that would be a very good test.

In reply to a post by RhysP:

Or the microfilter, really?

Based on the original theory that the broadband line was dropping, yes it could have been. However it now seems much more likely that the broadband line is stable, and it's the local ethernet link that's dropping.

Does your hub tell you how long the VDSL link has been up, or when the last retrain occurred? That would demonstrate with certainty that the broadband link itself is fine.