topic Re: Internet service dropping in Full Fibre

Internet service dropping

richieyip — Wed, 26 Jan 2022 16:50:55 GMT

My internet service is not stable recently and drops about 2-3 times a day over the last few weeks. It's really annoying especially when you are in a zoom meeting. The speed is ok so far. Any suggestion to resolve this problem? Thank you.

Re: Internet service dropping

Gandalf — Wed, 26 Jan 2022 19:44:48 GMT

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

I'm really sorry to see you're having connection issues, especially when you're in a Zoom meeting.

I've tested your line today and the tests are showing a fault, so I've raised this across to our suppliers, and we've been given an estimated response time of by 28/01/22 23:59:59 for an engineer to go out and investigate further.

We'll provide an update as soon as we know more, but feel free to post back if you need further help.

Re: Internet service dropping

richieyip — Fri, 04 Feb 2022 22:49:31 GMT

@Gandalf Thank you for your help. I received a text message informing me that the engineer came around last weekend. However, this doesn't seem to fix the problem. The line still drops from time to time. This is especially annoying when you are in a meeting or a call. Can you help to diagnose and resolve the problem again? Thank you.

Re: Internet service dropping

adam945 — Sat, 05 Feb 2022 09:09:23 GMT

Thanks for getting in touch again @richieyi and I'm sorry to hear that you're still having issues with your service.

@Gandalf will be back on Monday, but I've tested your line this morning and can't see any drops on both the visual radius and the RRT. I'll pop the visual radius below which shows the line has remained stable for the past 8 days, so I'm inclined to think that the issues you're having may be with the wireless connection.

Going forward, I'll be more than happy t split the SSID's on the router for you, and run a smart wireless scan, this puts the best WIFI channels on the router which should improve your wireless service.

This will drop the connection for a brief moment though, so let me know if you'd like me to go ahead.

Re: Internet service dropping

richieyip — Mon, 28 Feb 2022 16:35:35 GMT

@adam945 Thank you for your reply. I've been continuously monitoring the connection these weeks. There were still some disconnections but without any typical patterns no matter on dates or time. There were disconnections 1 time per day on average. But each time it disconnects between 2 - 5 minutes. Do you think splitting the SSID's on the router could help? Please let me know how to proceed. Thank you.

Re: Internet service dropping

Gandalf — Mon, 28 Feb 2022 19:15:14 GMT

Cheers for the info @richieyip

I'm really sorry again for the random drops you're having.

As it looks like all your devices are wireless, I've split the wireless frequencies into separate network names and I've done a smart wireless scan to try to make sure your router's on the best wireless channels in the area.

If you're still having issues, can you try moving some of your devices, preferably those closest to the router onto the wireless network ending in 5GHz? You'd connect to this using the same wireless password you usually use.

In theory, the 5GHz wireless frequency is stronger & faster so this should hopefully be better.

Let me know how it goes.

Re: Internet service dropping

richieyip — Mon, 21 Mar 2022 15:05:47 GMT

Thank you @Gandalf for your action.

We used it for 3 weeks. But we encountered another problem - connected without internet, for some devices. For the first 2 weeks, it happened about every 2 - 3 days. But since last weekend, this happened every day, randomly on different devices. We found this happened more on 2.4G than 5G connection. When this happened, other devices can keep surfing the internet without a problem. This is also very annoying. Do you have any idea how to deal with it? Thank you.

Re: Internet service dropping

adamwalker — Mon, 21 Mar 2022 18:03:18 GMT

Hi there, I'm really sorry to see this and that definitely doesn't sound right, could you try factory resetting the router for us please? https://www.plus.net/help/broadband/router-user-guides/