topic Re: Connection issues in Broadband

Connection issues

Tim8191 — Thu, 13 Jan 2022 22:43:52 GMT

Hi I’ve recently moved and my broadband went live on the 11th. But since it’s been back on 2/3 times a day it loses connection for a minute or so and then comes back.
Thanks

Re: Connection issues

adam945 — Fri, 14 Jan 2022 11:43:18 GMT

Hey @Tim8191

Thanks a lot for getting in touch and I'm really sorry to hear that you're having issues with your connection. The account associated with your Community profile appears to have bee live for quite some time, so am I right in thinking there's another account?

If so, please feel free to send me a Private Message with the account username and I'll run some tests on the line.

Re: Connection issues

Tim8191 — Fri, 14 Jan 2022 15:01:42 GMT

Sorry I mean I’ve just moved house and transferred it over with me. But since it’s been on at the new address it’s been going off 2/3 times ago for a minute or so

Re: Connection issues

adam945 — Fri, 14 Jan 2022 17:53:51 GMT

Thanks a lot for getting back to me @Tim8191, and for letting me know.

I've tested the line at the property, and can indeed see the number of drops. There aren't any underlying issues with the line though, so my first though would have been to increase the stability profile on the line to "stable". The trouble is, there's already an order associated with your broadband asset, as you're upgrading to FTTC on 27/01/2022.

In the meantime, to try and improve stability, I'm bumped up the SNR ratio on the line to 9dB. This will come at the expense of some speed, but should provide a better and more stable connection while the fibre upgrade order completes.

Re: Connection issues

Tim8191 — Fri, 14 Jan 2022 18:06:01 GMT

Thank you