topic Re: Broadband keeps dropping out multiple times a day! in Full Fibre

Broadband keeps dropping out multiple times a day!

Artzyfartzy — Fri, 01 Apr 2022 19:05:19 GMT

Getting very frustrated with our service as it keeps dropping out multiple times a day. I’ve tried plugging into the master socket and also reset our router and nodes. Can anyone help?

Re: Broadband keeps dropping out multiple times a day!

jab1 — Fri, 01 Apr 2022 19:09:40 GMT

@Artzyfartzy Welcome to the forums. When you say your service 'drops out multiple times a day', what changes do you see on your Hubs lights, or can you expand on that comment please?

Are you using the computer(s) wireless or connected via ethernet?

Re: Broadband keeps dropping out multiple times a day!

Artzyfartzy — Fri, 01 Apr 2022 20:11:22 GMT

Thanks @jab1 We have a Linksys router connected to our BT Openreach box. Forgive me but the BT box is hidden so I’ve not really paid attention to that but the router ‘blue’ connected light changes to red when the internet connection drops. We use a laptop wirelessly and a couple of iPads and of course iPhones.

Re: Broadband keeps dropping out multiple times a day!

jab1 — Fri, 01 Apr 2022 20:17:29 GMT

Ah, so I can't really help - I don't have experience of Linksys routers or two-box setups, but from your description of the lights activity, I would raise a fault at https://faults.plus.net, or alternatively follow the 'Broadband' link in 'Help & Support'.

Re: Broadband keeps dropping out multiple times a day!

Gandalf — Sat, 02 Apr 2022 15:17:53 GMT

Hi there,

I'm really sorry to see you're having a lot of connection issues. I've been testing your line and the tests aren't showing the cause for them, but I can see the drops. It may be best replacing the modem as the next step but first would you be able to check if the DSL light on the Openreach modem stay on continuously during the drops or flash/go off?

Re: Broadband keeps dropping out multiple times a day!

Artzyfartzy — Sun, 03 Apr 2022 10:03:51 GMT

Hi, thanks for the info, I’ll check when it happens again.

Re: Broadband keeps dropping out multiple times a day!

Gandalf — Sun, 03 Apr 2022 12:51:26 GMT

Sounds like a plan!

If the DSL light does flicker, I'd be tempted to replace it but if it stays solid, that may point to a router fault, though having said that in either case, we can send you a new all-in-one modem router, so it may be worth calling our Customer Options Team on 0800 013 2632 to have a chat about getting a Hub One or Hub Two.

If you get the Hub Two, you can configure it into bridge mode to work as a standalone modem with your own router. But the Hub One has to be used as a router as well as a modem.