topic Re: Broadband signal keeps dropping. in Full Fibre

Broadband signal keeps dropping.

Mawdsc — Tue, 21 Sep 2021 19:46:49 GMT

Been struggling with my broadband for several months now with intermittent drop outs. Its annoying as it stuffs up my sky Q connection round the house. I have separated the 2.4GHz and 5GHz signals and I have a passthrough extender to boost the signal round the house. Can someone look at my service and equipment and advise if anything obvious is wrong

Re: Broadband signal keeps dropping.

jab1 — Tue, 21 Sep 2021 20:40:47 GMT

@Mawdsc Welcome to the forums. Can confirm whether this is an ADSL or FTTC connection, please?

What self-help actions have you taken?

Re: Broadband signal keeps dropping.

Mawdsc — Tue, 21 Sep 2021 20:58:01 GMT

Still on ADSL. We haven't got fibre in the area yet

Re: Broadband signal keeps dropping.

Mawdsc — Tue, 21 Sep 2021 21:00:13 GMT

Have split 2.4 and 5GHZ and have a pass through range extender fitted

Re: Broadband signal keeps dropping.

Mawdsc — Tue, 21 Sep 2021 21:03:30 GMT

Also my router keeps freezing and won't reset other than pulling the plug out of the back

Re: Broadband signal keeps dropping.

jab1 — Tue, 21 Sep 2021 21:07:13 GMT

OK - just checking, because the help details are a little different. First things first:- can you please post screenshots of the results of these two sites? BTW Performance Tester and BT Broadband (making sure the phone number doesn't show)' Also check your phone line is clear - dial 17070, option 2 - after your phone number is confirmed you should hear nothing other than the periodic 'Quiet Line Test' announcement - any other noise, report a phone problem first.

Which modem/router do you have?

Re: Broadband signal keeps dropping.

Mawdsc — Tue, 21 Sep 2021 23:02:32 GMT

Just had to pull the plug to reset it but here are the results

Re: Broadband signal keeps dropping.

Mawdsc — Tue, 21 Sep 2021 23:04:24 GMT

Re: Broadband signal keeps dropping.

jab1 — Wed, 22 Sep 2021 06:32:45 GMT

@Mawdsc Those results clearly show you are on Fibre To The Cabinet. Sorry to keep asking for screenshots/data, but as a mere Community member, I can only advise based on what information you can supply.

Next thing I need is your Troubleshooting page - looks a little like the below.

Have you got a result from the 'Quiet Line test'? please.

Re: Broadband signal keeps dropping.

Mawdsc — Wed, 22 Sep 2021 07:40:22 GMT

Line is quiet. Where do I get the other info from

Re: Broadband signal keeps dropping.

Mawdsc — Wed, 22 Sep 2021 08:03:39 GMT

Re: Broadband signal keeps dropping.

jab1 — Wed, 22 Sep 2021 08:34:45 GMT

@Mawdsc Thanks for that information. This needs Help Team intervention as you certainly have a broadband problem - the noise margins are a little high, but for some reason, although you look to be on the 80/20 product, your line has been capped at 40/10.

Re: Broadband signal keeps dropping.

dvorak — Wed, 22 Sep 2021 08:54:08 GMT

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

Re: Broadband signal keeps dropping.

Gandalf — Wed, 22 Sep 2021 08:54:46 GMT

Thanks for your post @Mawdsc and welcome to our Community Forums.

I'm sorry to see you're having issues with your connection. I've tested your line just now and the tests aren't showing any issues with the broadband signal going into your router, and I can confirm you're on fibre.

Do you have any devices such as a laptop or computer you can plug into your router using an ethernet cable to test?

@jab1 The noise margin is high because the line can get higher speeds than 40mbps download and 10mbps upload but they're capped to this level by the Unlimited Fibre package they've ordered.

Upgrading to Unlimited Fibre Extra (80/20) will see the noise margin drop and line speeds going up.

There's no indication from the router stats that they're on 80/20, if you're looking at the maximum data rate, that's the maximum theoretical the line could achieve if the higher speed product was ordered.

Re: Broadband signal keeps dropping.

jab1 — Wed, 22 Sep 2021 09:02:32 GMT

@Gandalf Thanks for the explanation. I'll leave it in your capable hands now.

Re: Broadband signal keeps dropping.

Mawdsc — Wed, 22 Sep 2021 09:09:16 GMT

Currently it is working fine but it seems to crash several times a week. When it does the router freezes and I have to pull the plug to clear it. I have my Sky Q on an ethernet connection permanently

Re: Broadband signal keeps dropping.

Mawdsc — Wed, 22 Sep 2021 09:23:52 GMT

Just gone online to upgrade my package. and I am only being offered a 40mb package. Am I missing something?

Re: Broadband signal keeps dropping.

Gandalf — Wed, 22 Sep 2021 09:31:10 GMT

Thanks for getting back to me @Mawdsc

Odd, I can see an option in your account to upgrade your package to fibre extra. Are you going to the offers and upgrades tab? Upgrading though likely won't fix the connection issue you're having.

If you turn off your extender does your WiFi signal improve (at least when you're closer to the router)?

Re: Broadband signal keeps dropping.

Mawdsc — Wed, 22 Sep 2021 09:44:55 GMT

Here are my speed test results. Working up fromthe 10.36 test. 1st test v slow, then repeated it improved. Unplugged a repeater I have, no change. Moved next to router up to 30.11mbps. Unplugged my extender up to 32mb

Re: Broadband signal keeps dropping.

TheMightyAJ — Wed, 22 Sep 2021 15:17:53 GMT

Thanks for getting back to us @Mawdsc. When it comes to Wi-Fi, it's impossible for us to guarantee the speeds will always remain within the package estimates and they will fluctuate from time to time. Looking at the account I can't see anything that looks out of place, as @Gandalf also confirmed earlier, so at this stage I'd ask that you try connecting via Ethernet cable to see if any of the same speed fluctuations occur. You'd mentioned in the OP that you were using a passthrough extender to help improve the service around the property - just to clarify is this a Wi-Fi extension system or are these Powerline Adapters?