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Internet red light keeps coming on at random times

Mikejstephens
Grafter
Posts: 59
Registered: 03-02-2014

Internet red light keeps coming on at random times

My router (Technicolor TG582N)) keeps dropping the internet connection at random times with the red light showing.  The broadband is still a steady green - any thoughts?
7 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,017
Thanks: 145
Fixes: 48
Registered: 27-04-2007

Re: Internet red light keeps coming on at random times

Hi there,
A dropping connection is usually due to a fault so I'm going to advise heading here: http://faults.plus.net
Here's a view of your connections over the past week, are you powering the router off at around 9am?
<img src="http://community.plus.net/visualradius/generated/image13932411206345.png"/>
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Mikejstephens
Grafter
Posts: 59
Registered: 03-02-2014

Re: Internet red light keeps coming on at random times

The router is continuously on apart from when I need to reboot it to connect to the internet.  We have been with PN about 3 weeks and the download is generally quite good at between 3 & 4mb although the upload is only around 35kbs.  We did have problems with an intermittent noisy line when with BT and over 18months had 14 engineers out who found no faults at the time they were here. The router is plugged into the main NT5 socket which was new last year.  It makes no difference to speed etc. when plugged into the test socket via a filter.  Are we back to the same problems we were having with BTHuh  Could it be any of the PC settings which is a wired LAN connection?  Grateful for any help - it's not a major problem as the internet generally works on a reboot - it's just very annoying! Especially  to my wife!
Plusnet Help Team
Plusnet Help Team
Posts: 13,017
Thanks: 145
Fixes: 48
Registered: 27-04-2007

Re: Internet red light keeps coming on at random times

Hi Mike,
Quote
when I need to reboot it to connect to the internet

You should never need to reboot your router to reconnect. Does it definitely not reconnect unless you do this?
If that's the case I'd like to send you out a replacement router.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Mikejstephens
Grafter
Posts: 59
Registered: 03-02-2014

Re: Internet red light keeps coming on at random times

Now seems to be more stable - I think, looking at your chart, we're back to the old intermittent line faults again.  Only occasionally did the router connect using the Technicolor Gateway but it now seems OK.  The line speed has dropped to around 3.5 which must be the faults - hopefully the profile will recover or the next day or two.  BT wholesale speedchecker is telling me that 4mbs is the maximum - it used to be 7.15 when I was with BT - any reason for this?  Would it be worth an SNR reset?  Thanks for your help.  Where can I get the speed details and graphs that I've seen on this site?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Internet red light keeps coming on at random times

Your line isn't looking all that healthy, I think you've probably got a line fault.
Are you able to complete the Fault Checker at http://faults.plus.net?
Chris Pettitt
Cloud Environments Engineer
Mikejstephens
Grafter
Posts: 59
Registered: 03-02-2014

Re: Internet red light keeps coming on at random times

Thanks Chris - fault checker completed - Broadband is stable at the moment but I think we've still got the same d side line problem that BT couldn't solve (apart from changing the pair!) is there any way I can get a monitor graph?
Mikejstephens
Grafter
Posts: 59
Registered: 03-02-2014

Re: Internet red light keeps coming on at random times

Openreach found no fault on the line, although after testing the profile dropped from 3.78 to 2.5.  He did line reset and all is back to normal.  We seem to have an intermittent line problem causing the faults - its been going on for 18 months and we've now had 14 BT engineers to the property - I can't see any chance of it being fixed.  I'll just have to put up with rebooting the router.  It's interesting that very often the router won't connect to the internet via the Gateway (although the green broadband light is steady) and it does need to be rebooted first.