Loss of broadband connection
I appear to be having an issue with my broadband where at a certain time of day the broadband connection drops and never comes back. This appears to happen at least once a day (it could be less but just feel like that). The WiFi still says it is connected however I can't access it over laptop, tablet or mobile phone. However if I turn the router off and turn it back on again the WiFi comes back on. I know it's not the biggest issue but it is annoying when having to do so.
Can you please suggest what might be causing this issue? Or what I can do to fix it?
Re: Loss of broadband connection
30-01-2019 10:11 AM - edited 30-01-2019 10:15 AM
I'm sorry that your connection has been dropping and for any inconvenience that this has caused. I can see from your connection log that there have been several drops over the last few days:
Testing your line has picked up the potential cause of this issue and I've raised this to our suppliers for further investigation. Our faults team will be in touch once we've received an update from our suppliers, which should be within the next 72 hours:
|xDSL Status Check|
|Circuit ID:||CBUKXXXXXXXX||Service ID:||BBEUXXXXXXXXX|
|Telephone NO.:||NA||Test Executed On:||30-01-2019 09:50:41|
|xDSL Status Test Summary|
|Sync Status:||Circuit In Sync|
|NTE Status:||NTE Power Status:||PowerOn||Bypass Status:|
|Upstream DSL Link Information||Downstream DSL Link Information|
|Maximum Stable Rate (KBPS):||6240||Fault Threshold Rate (KBPS):||4992|
|Mean Time Between Retrains (Seconds):||30079||Mean Time Between Errors Upstream (Seconds):||86400|
|Indicative Line Quality:||A||Mean Time Between Errors Downstream (Seconds):||29|
Problem Explanation: [ND05] Unable to obtain Sync. DSL Layer Failure
Resolution/Recommendation: Please pass to BTW for further diagnostics.