topic Re: Internet keeps dropping out in Broadband

Internet keeps dropping out

moiragray — Tue, 15 Nov 2022 12:52:06 GMT

Past few days have been having internet problems. Been dropping out, I have went through all the checks, but its still happening, even tried the speed test and it wouldnt work? When it drops laptop says connected but no internet?

Can you please help?

Re: Internet keeps dropping out

jab1 — Tue, 15 Nov 2022 13:00:11 GMT

Welcome to the forums, @moiragray . As staff response is a little slow, lets see if the Community can help.

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

Any questions, feel free to ask.

Re: Internet keeps dropping out

moiragray — Tue, 15 Nov 2022 14:22:21 GMT

Hi,

Re "

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information"

How do I find the Advanced Settings please?

Thanks.

Re: Internet keeps dropping out

jab1 — Tue, 15 Nov 2022 14:25:12 GMT

see picture below:

Re: Internet keeps dropping out

moiragray — Tue, 15 Nov 2022 14:37:56 GMT

Hi,

thanks, I found it. All screenshots attached.

Phone line was ok.

Re: Internet keeps dropping out

moiragray — Tue, 15 Nov 2022 14:41:08 GMT

Of course now im doing all this, the internet is spot on!

Re: Internet keeps dropping out

jab1 — Tue, 15 Nov 2022 14:45:55 GMT

Thanks, Moira.

You are obviously a considerable distance from the green cabinet, with a long copper stretch, and the Tech log gives the best clues as to what is happening.

(1) Unless you are intentionally rebooting/switching off the Hub (which I doubt), there is a fault on the BB side of the network - your uptime shows that.

(2) The downstream u/s margin at 3.4dB won't be helping either on a line length as long as yours.

My suggestion is that you report a broadband fault via:https://www.plus.net/help/report-a-problem/broadband/

If you have any further questions, ask away.

Re: Internet keeps dropping out

moiragray — Tue, 15 Nov 2022 14:52:20 GMT

Hi,

thanks for your help, will report fault.

Moira.

Re: Internet keeps dropping out

jab1 — Tue, 15 Nov 2022 14:54:27 GMT

Let us know the outcome please.

Re: Internet keeps dropping out

TheMightyAJ — Thu, 17 Nov 2022 16:16:20 GMT

Hey @moiragray,

I'm really sorry to hear that you're experiencing issues with the connection at the moment. I've reviewed your account this afternoon and we haven't been able to detect any faults on the line at the moment - have you continued to experience these drops on your end? Also, have you had a chance to carry out any troubleshooting checks and if so, which ones?

Re: Internet keeps dropping out

jab1 — Thu, 17 Nov 2022 16:30:18 GMT

@TheMightyAJ - IF the OP reported the issue via the auto-bot, what was the result - just out of interest?

Re: Internet keeps dropping out

moiragray — Thu, 17 Nov 2022 20:25:42 GMT

Hi,

Everything seems ok today. Probably be ok now for a while, then it starts over again.

thanks.

I did the following checks:

Re: Internet keeps dropping out

jab1 — Thu, 17 Nov 2022 20:24:59 GMT

@moiragray Did you report it via the link I provided?

Re: Internet keeps dropping out

moiragray — Thu, 17 Nov 2022 20:25:01 GMT

Hi,

All ok today, thanks.

I did the following checks:

Re: Internet keeps dropping out

jab1 — Thu, 17 Nov 2022 20:26:19 GMT

If that was in reply to my post above - it did not answer it.

Re: Internet keeps dropping out

moiragray — Thu, 17 Nov 2022 20:26:23 GMT

Hi,

Yes I did.

Thanks.

Re: Internet keeps dropping out

jab1 — Thu, 17 Nov 2022 20:27:50 GMT

OK. If it happens again then, you'll know what to do.

Re: Internet keeps dropping out

moiragray — Thu, 17 Nov 2022 20:29:07 GMT

Yes thank you for your help.