Broadband regularly hangs and needs a reconnect to recover

[#1]

I have a problem with my broadband connection since a few weeks, where it regularly (several times a day) looses internet access. When I log into my Netgear D6200 router (Netgear Genie) the status says "connected" and therefore never recovers by itself. I can get access to the internet again by pressing the disconnect and reconnect buttons in the Netgear Genie software. It then allocates a different IP address and all is fine again for some time until it hangs again. I tried to use a different DNS server but this didn't make a difference. Can someone help please. Many thanks!

[#2]

@Mavo Welcome to the forums. My initial thoughts are that this is an Openreach network problem and nothing to do with your home setup.

Does the D6200 have any error logs which may give us a clue as to what is happening?

[#3]

@Mavo 

Building on what @jab1 has suggested:

What type of broadband do you have, ADSL, FTTC, or FTTP?

If either of the first two, does the telephone line, (assuming that you have a non-VoIP one?), have dial tone and have you done a Quiet Line Test?

[#4]

@Mavo 

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

[#5]

Hello jab1, thanks for your reply. I did the quiet test and it's just fine.

[#6]

OK - report a broadband error via the second link - but do let us know if they say 'no fault found' - further investigation will be needed.

[#7]

I need to check tonight whether there is an error log. But the router seems to be happy and says "connected" even when the internet stops working. On my Android mobile I get a message after a while saying "Netgear has no internet access". So the mobile somehow notices, but the router doesn't reset automatically.

[#8]

I still suspect the OR network, but some data is always helpful to narrow down the avenues of investigation.

[#9]

I just texted HELP to 07800008121 from my mobile. Or should I have phoned instead?

[#10]

No need to phone - that message should initiate automated checks on your connection - provided your mobile number is associated with your account.

[#11]

The test came back as "our network to your home is working" and suggests to look within the house. But I am 99.9% sure the fault is not within my house.

I couldn't find a log in the Netgear Genie, only a statistics screen, see attached.

[#12]

After looking twice I found a log, see attached.

[#13]

I  had a fear you were going to say you couldn't find any error logs - the once great Netgear brand has become extremely user unfriendly in recent years. I don't suppose you have another (preferably Plusnet) router?

I was also expecting that response from the bot - BT group always prefer to blame the customers environment, as it saves them having to do any work.

[#14]

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@Mavo wrote:

After looking twice I found a log, see attached.

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That log suggests to me very strongly that there is an external issue, especially if nothing in your home has changed.

[#15]

No, nothing has changed in my setup. So what should I do? In the text message that came back they suggest to reply ADVISOR. Would that be the next step?