Internet connection drops for 30 seconds frequently

Hi guys,

New BT Infinity customer here, had it for about 2 months now. I've called up BT and asked for help, they they haven't been helpful. My last provider was fine, wasn't getting any drops.

I frequently lose connection. It's random but can happen every few minutes or I can stay connected for an hour or two. When a disconnect occurs the connection drops for maybe 20-30 seconds, which is too short for a router crash & restart (lights don't seem to flash any other colour and looks normal) but long enough for Skype or any game I'm playing to disconnect

I've brought and changed to a new ADSL filter. I changed the ethernet cables from my computer to my powerlines and hub. I was sent another BT HH6, that didnt change anything. I've called 17070 and selected option 2, there dosn't seem to be any loud noise. What other options are there?

Thanks

What does the status page of the router show?

It is not clear if this is when using wireless or an Ethernet connection? With the description of the lights sounds more like a DNS problem rather than the actual connection falling over

What is the speed you're getting? I get 2 MBps and when I switched to Plusnet a few months ago, they decided not to enable ADSL2+ for me (since I'd never achieve these speeds), just ADSL1.
Logical enough, but I had exactly same resync issue as you're describing. Phoned them, they switched my line to 21CN and enabled ADSL2+, and the issues stopped.

Edited by deleted (Mon 09-Jan-17 11:22:00)

Can you pop here:

http://192.168.1.254/0000013200/gui/#/main/

Click Advanced Settings

Click Technical Log

Copy and paste the output on this page, it will help us see if your lines dropping a lot and provide us stats.

Generally speaking if the hub light is solid blue, not orange, your line has not dropped and the connection was ok, indicating wireless or the system in use may be the problem.

I'm not sure what the status page shows. But next time i disconnect I will quickly go look at it.

At the moment I have my hub connected to a powerline adapter downstairs and then a powerline adapter upstairs connected to a switch and from there it connects to 2 PCs and my PS4.

On the hub status page is says I'm getting Downstream sync speed: 55.00 Mbps and Upstream sync speed: 10.00 Mbps. speedtest.net says I'm getting: 8 ping, 38.02 download, 9.52 upload.

This is the eventlog from my connection drop just now.

13:43:53, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:3305:6b00:45b6:36c5:3760:4138 is set active

13:43:51, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host fe80::ae22:bff:fea6:9243 is set active

13:43:51, 09 Jan.

wl1:A WiFi device <AC:22:0B:A6:92:43> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

13:43:51, 09 Jan.

wl1:A WiFi device <C0:EE:FB:50:1D:CA> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

13:43:39, 09 Jan.

eth1:IGMP join received for group 226.178.217.5 on interface eth1

13:43:31, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:3305:6b00:54f2:aa9:835:9f1 is set active

13:43:24, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:3305:6b00:45b6:36c5:3760:4138 is set active

13:43:19, 09 Jan.

eth1:IGMP join received for group 226.178.217.5 on interface eth1

13:43:19, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:3305:6b00:bdb2:b1bf:d415:88b3 is set active

13:43:10, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:3305:6b00:54f2:aa9:835:9f1 is set active

13:42:52, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:3305:6b00:bdb2:b1bf:d415:88b3 is set active

13:42:46, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:3305:6b00:45b6:36c5:3760:4138 is set active

13:42:25, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:3305:6b00:45b6:36c5:3760:4138 is set active

13:42:23, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:3305:6b00:45b6:36c5:3760:4138 is set inactive

13:42:23, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host fe80::c2ee:fbff:fe50:1dca is set inactive

13:42:14, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:3305:6b00:bdb2:b1bf:d415:88b3 is set active

13:41:42, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:3305:6b00:45b6:36c5:3760:4138 is set active

13:41:42, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:3305:6b00:bdb2:b1bf:d415:88b3 is set active

13:41:40, 09 Jan.

eth1:IGMP join received for group 226.178.217.5 on interface eth1

13:41:31, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host fe80::c2ee:fbff:fe50:1dca is set active

13:41:23, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:3305:6b00:54f2:aa9:835:9f1 is set inactive

13:41:14, 09 Jan.

eth1:IGMP join received for group 226.178.217.5 on interface eth1

13:41:03, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host fe80::c2ee:fbff:fe50:1dca is set active

13:41:03, 09 Jan.

BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:3305:6b00:bdb2:b1bf:d415:88b3 is set active

Your problems are probably down to the powerline adapters.
Can you replace them with an ethernet cable?

I've never had a problem with it when I was with Virgin Media. Anyway, I've now connected an Ethernet cable directly to the hub.

There are indications that VDSL2 and powerline adapters can interfere with each other as they may use similar frequencies.

I'm still getting the same drop even connected directly to the hub. Do you think maybe the Hub BT gave me is awful?

Edited by deleted (Mon 09-Jan-17 17:40:35)

Are the powerline adapters still in plugged in and switched on? (Either or both is the same thing). It's a concern about them screwing up the service, not the connection of the particular computer .