Help re internet down
Hi @coopers,
I'm very sorry for any inconvenience that this has caused. Something definitely seems to be out of place here, as your connection log is showing frequent drops:
However, testing the line hasn't picked up the cause of this from here:
| xDSL Status Check | |||
| Circuit ID: | CBUKXXXXXXXX | Service ID: | BBEUXXXXXXX |
| Telephone NO.: | NA | Test Executed On: | 29-03-2021 15:01:36 |
| 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: | 9.6 | 20.0 |
| SNR Margin: | 13.5 | 7.8 |
| Errored Seconds: | 0 | 76 |
| HEC Errors: | 0 | |
| Cell Count: | 1803537 | 3803916 |
| Speed: | 472 | 16562 |
| Maximum Stable Rate (KBPS): | 2272 | Fault Threshold Rate (KBPS): | 2272 | ||
| Mean Time Between Retrains (Seconds): | 86400 | Mean Time Between Errors Upstream (Seconds): | 3323 | ||
| Indicative Line Quality: | G | Mean Time Between Errors Downstream (Seconds): | 660 | ||
| Custom Thresholds | |||||
| MTBR_RED: | MTBE_RED: | ||||
| MTBR_GREEN: | MTBE_GREEN: | ||||
We'll need to do some troubleshooting to start ruling things out. I'd recommend starting with basic checks here. If the basic checks don’t resolve the problem, the next step would be to connect your router directly to the test socket, which is under the face plate of your master socket, and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. A guide on how to locate the test socket and set your connection into it can be found here.
If the problem still persists from here please report the fault here and let us know when you’ve completed it. We will then be able to investigate this further for you.
