Broadband dropping off

[#1]

My broadband has started dropping off alot. This started yesterdayish and has carried on today. Customer services have a 30 minute wait time for an operator. The website is pretty rubbish too. Help!

[#2]

At least you've got internet connection, I've been waitng 17 days.....

[#3]

Has this just started and have you connected the router directly to the master socket at the demarcation point? How frequently does it happen? DSL often retrains to obtain a stable service which will cause the PPPoE session to drop and re-establish.

Check / replace microfilter but also check the phone line to see if it's noisy. There could be a low signal-to-noise ratio but it's likely only PN staff will be able to interrogate the logs from the line.

[#4]

This has just started. The connection has been stable for many months before this. Nothing has changed with the equipment and the router is plugged into the master socket.

[#5]

Hi @Teresa2,

I'm sorry that you're experiencing connection drops. I can see from your connection log that it's been dropping frequently over the past few days:

However testing your line isn't picking up the cause of this problem.

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	76.3 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Estimated Line Length In Metres	637.8
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2018-08-26T11:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	19.0 Mbps	79.9 Mbps	77.0 Mbps
Up Stream Line Rate	16.5 Mbps	20.0 Mbps	19.9 Mbps
Up Time	360.0 Sec	900.0 Sec	894.4 Sec
Retrains	0.0	16.0	0.1

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2018-09-08T09:28:34Z	2018-09-08T09:43:34Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Please can you run through our troubleshooting guides here. If the issue persists once you've done the troubleshooting checks, please report it here and let us know when you've completed it - we'll then be able to progress this further for you.