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Need help, with connection

wattsy
Grafter
Posts: 105
Registered: ‎25-08-2007

Need help, with connection

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

 

 

7 REPLIES 7
Plusnet Help Team
Plusnet Help Team
Posts: 6,639
Thanks: 665
Fixes: 250
Registered: ‎01-01-2012

Re: Need help, with connection

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?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
wattsy
Grafter
Posts: 105
Registered: ‎25-08-2007

Re: Need help, with connection

Hi, no message received just Not Connected, I go to Netgear through netgear genie to try and resolve the issue.

Plusnet Help Team
Plusnet Help Team
Posts: 11,721
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Registered: ‎21-04-2017

Re: Need help, with connection

Which lights on your router do you see go out or flash when the connection drops for you?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
wattsy
Grafter
Posts: 105
Registered: ‎25-08-2007

Re: Need help, with connection

That is the best of it all the lights which would inidcate I have a good connection are on.

Plusnet Help Team
Plusnet Help Team
Posts: 698
Thanks: 93
Fixes: 28
Registered: ‎09-10-2018

Re: Need help, with connection

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
wattsy
Grafter
Posts: 105
Registered: ‎25-08-2007

Re: Need help, with connection

Hi I have done all the above the problem still remain Thanks

Plusnet Help Team
Plusnet Help Team
Posts: 1,052
Thanks: 216
Fixes: 70
Registered: ‎26-03-2018

Re: Need help, with connection

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:

 

Status Check
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?

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team