Intermittent internet drop out

[#1]

Hi, we e been suffering with intermittent internet drop out. We’ve changed no settings and has been fine for over a year prior to the last 3 months. It started after I paid our line rental for the year in 1 go (coincidence?)

i cant get through on the phone, waiting for too log twice... hopefully a friendly plus net forum member can help raise a ticket to look into this for us...

thanks

alex

[#2]

Hi there, 

I've just had a look into this and according to diagnostics and our connection logs your line is stable. 

I'm wondering if you're connecting over WiFi and could give the tips here a try if you are: https://goo.gl/BBd2Tu

Adam

[#3]

Hi Adam,

Thanks for getting back to me, we connect to our 'hub one' via ethernet from an apple time capsule and then it's (time capsule) wifi.

The wifi is still fine when it disconnects, the blue light on the hub one flashes orange. it lasts for anything from 5 mins to an hour and eventually fix's itself. I've reset it, checked our filters and still it drops about 2-3 times a week.

Can you update firmware on the hub one?

Any help or ideas would be great.

Thanks

Alex

[#4]

Hi Alex.

Do you notice more drops than indicated below?

Can you update firmware on the hub one?

The router should update itself automatically.

[#5]

that is probably about right, is that good or bad?

Thanks

Alex

[#6]

Drops are rarely/never good. Whilst there aren't enough drops in the past 7 days for us to be able to raise a fault report to our suppliers, from looking through the past 30 days, something doesn't seem right somewhere.

Further tests are showing a potential fault on the Openreach network, so I've raised that through to our suppliers now. I'd expect an engineer to be assigned within the next 24-72 hours.

[#7]

Fixed, the engineers been round and found the fault on the line about 200m from our house.

thanks

Moderator's note by Adie (Dvorak): Full quote of preceding post removed as per the forum rules

[#8]

That's good to hear.