Broadband keeps dropping - FTC provision

[#1]

HI

We have a FTC provision on our plusnet broadband solution. 

Currently, it is dropping out about 8 to 10 times a day on average. We are using both wired and wifi connections. The router is dropping, all connectivity is lost. I have been monitoring with a recursive ping in command prompt that is on the wired connection.

Examples

Reply from 216.58.201.100: bytes=32 time=10ms TTL=117
Reply from 216.58.201.100: bytes=32 time=10ms TTL=117
Reply from 216.58.201.100: bytes=32 time=13ms TTL=117
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
Reply from 216.58.201.100: bytes=32 time=11ms TTL=117
Reply from 216.58.201.100: bytes=32 time=11ms TTL=117
Reply from 216.58.201.100: bytes=32 time=11ms TTL=117
Reply from 216.58.201.100: bytes=32 time=11ms TTL=117
Reply from 216.58.201.100: bytes=32 time=10ms TTL=117
Reply from 216.58.201.100: bytes=32 time=10ms TTL=117
Reply from 216.58.201.100: bytes=32 time=11ms TTL=117
Reply from 216.58.201.100: bytes=32 time=11ms TTL=117
General failure.
General failure.
General failure.
Request timed out.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.
PING: transmit failed. General failure.

Reply from 216.58.201.100: bytes=32 time=12ms TTL=117
Request timed out.
Request timed out.
Reply from 216.58.201.100: bytes=32 time=12ms TTL=117
Reply from 216.58.201.100: bytes=32 time=12ms TTL=117
Reply from 216.58.201.100: bytes=32 time=11ms TTL=117
Reply from 216.58.201.100: bytes=32 time=12ms TTL=117
Reply from 216.58.201.100: bytes=32 time=12ms TTL=117
Reply from 216.58.201.100: bytes=32 time=12ms TTL=117
Reply from 216.58.201.100: bytes=32 time=12ms TTL=117
Reply from 216.58.201.100: bytes=32 time=11ms TTL=117
Reply from 216.58.201.100: bytes=32 time=12ms TTL=117
Reply from 216.58.201.100: bytes=32 time=20ms TTL=117
Request timed out.
Request timed out.
Reply from 216.58.201.100: bytes=32 time=10ms TTL=117
Reply from 216.58.201.100: bytes=32 time=10ms TTL=117

Reply from 216.58.201.100: bytes=32 time=10ms TTL=117
Request timed out.
Request timed out.
Reply from 216.58.201.100: bytes=32 time=12ms TTL=117
Request timed out.
Reply from 216.58.201.100: bytes=32 time=15ms TTL=117
Reply from 216.58.201.100: bytes=32 time=10ms TTL=117
Reply from 216.58.201.100: bytes=32 time=11ms TTL=117
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
General failure.
General failure.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 216.58.201.100: bytes=32 time=9ms TTL=117

All obvious and not so obvious fault-finding and restarting methods have been applied.

Could someone please get back to me as this is disrupting work day.

Thanks

Rachel

[#2]

@RC3 Which router are you using? To be honest, the data you have provided above is of no real use - what would be helpful would be router error logs and the status page.

[#3]

In some cases a router error log and status page will be just as much use as a chocolate fireguard.

The symptoms indicate a saturated connection (the upstream).

Just my opinion.

[#4]

@grumble I don't know what your experience is, but after 30+ years experience with home PC's and about 50 years total IT work, I find that kind of information an extremely useful guide.

[#5]

@grumble 

In this case I would suggest the Hubs event log would be very useful as it would detail issues with the WAN connection be it FTTC (cooper) or FTTP (Full Fibre)

Looking a the ping results all it says is ping is failing which could be for a number of reasons including a WAN connection drop or Hub restart.

[#6]

You possibly have me over a barrel (referencing your 'cooper')

[#7]

@grumble 

Sorry about the typo but I suffer from word blindness which has caused me no end of problems over the years. For some it's a source of humour (QRM).

[#8]

Please excuse me for not being aware of your word blindness. I was assuming it was a plain typo.