Need help, with connection
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Need help, with connection
16-01-2019 11:36 AM
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Hi to All
The last few weeks i have had problems with connection to internet, have to reboot every times the computer is switch on. I have a netgear n6000 router. I'd appreciate advice. Thanks
Re: Need help, with connection
16-01-2019 1:48 PM
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Sorry to hear you're having issues with your connection.
We can see there are drops on the line but based on what you've said you're rebooting the router?
What happens when you try to get online? Do you get a particular error?
Re: Need help, with connection
16-01-2019 1:59 PM
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Hi, no message received just Not Connected, I go to Netgear through netgear genie to try and resolve the issue.
Re: Need help, with connection
16-01-2019 3:37 PM
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Re: Need help, with connection
16-01-2019 7:23 PM
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That is the best of it all the lights which would inidcate I have a good connection are on.
Re: Need help, with connection
17-01-2019 8:25 AM
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Morning @wattsy, thanks for getting back to us.
I've tested further this morning and still aren't detecting any kind of fault, and so we'll need to do some troubleshooting to start ruling things out.
I'd recommend starting with basic checks here.
And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause.
How to locate the test socket and set your connection into it can be found here:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
If the problem still persists from here please let us know.
Re: Need help, with connection
17-01-2019 10:15 AM
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Hi I have done all the above the problem still remain Thanks
Re: Need help, with connection
17-01-2019 1:40 PM - edited 17-01-2019 1:43 PM
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Hi @wattsy,
Thank you for running through the troubleshooting checks, I'm sorry to hear that these haven't resolved the problem.
Testing your line still isn't picking up the cause of the problem:
xDSL Status Check | |||
Circuit ID: | CBUK | Service ID: | BBEU |
Telephone NO.: | NA | Test Executed On: | 17-01-2019 13:26:37 |
xDSL Status Test Summary | |||||
Sync Status: | Circuit In Sync | ||||
General Information | |||||
NTE Status: | NTE Power Status: | PowerOn | Bypass Status: |
Upstream DSL Link Information | Downstream DSL Link Information | |
Loop Loss: | 16.6 | 37.5 |
SNR Margin: | 12.5 | 6.1 |
Errored Seconds: | 0 | 0 |
HEC Errors: | 0 | |
Cell Count: | 207654 | 2236653 |
Speed: | 343 | 10884 |
Maximum Stable Rate (KBPS): | 6816 | Fault Threshold Rate (KBPS): | 5452 | ||
Mean Time Between Retrains (Seconds): | 16774 | Mean Time Between Errors Upstream (Seconds): | 83 | ||
Indicative Line Quality: | A | Mean Time Between Errors Downstream (Seconds): | 111 | ||
Custom Thresholds | |||||
MTBR_RED: | MTBE_RED: | ||||
MTBR_GREEN: | MTBE_GREEN: |
However, the drops are showing as "user request" in the connection log which indicates that the issue could potentially be with the router. If possible, please can you try a different router and let us know whether this doesn't resolve the problem?
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