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Regular dropouts

jamiemoulton
Hooked
Posts: 8
Thanks: 2
Registered: ‎22-12-2021

Regular dropouts

Hi Guys, 

              I'm getting regular dropouts on my line, and have done for months. I don't use it much in the day, but in the evening when streaming it will cut out maybe 2-3 times an hour, each one lasting just 20 seconds or so, during which the light on my Hub 2 turns orange. 

Speeds are generally fine and ping is stable aside from these dropouts. I'm using a hub 2 plugged into the master socket with a filter - I've tried changing the filter, restarting the router, factory resetting the router.

To narrow down the problem, I set up a ping from my laptop to the hub, and another from my laptop to google.com, and it looks like the internal network stays up, it's just the internet connection that goes down - I can still reach the hub during one of these dropouts. 

From what I gather support is pretty busy at the moment, and I'm in no rush to fix this to be honest - it's still usable 99% of the time, but if someone could arrange a line test at some point that would be great - maybe in the evening if possible since that's when I notice it happening.

 

Cheers, 

Jamie

 

5 REPLIES 5
Gel
Aspiring Champion
Posts: 2,343
Thanks: 300
Fixes: 29
Registered: ‎02-08-2007

Re: Regular dropouts

Always helpful if you clarify your connection type eg ADSL/ FTTC etc.
Ensure the 2 channels [2.4 & 5ghz] have separate id's; not too easy on your router I believe.
Get a wifi analyser and select the lease busy channels in your home vicinity.
Newest Openreach Master Sockets already have inbuilt filters, so you shouldn't use additional one.
See;
https://www.bt.com/help/broadband/getting-set-up/home-networks/a-wired-home-network/what-type-of-mas...
Scroll down to 'Master socket with two sockets'
Use self help links below.
jamiemoulton
Hooked
Posts: 8
Thanks: 2
Registered: ‎22-12-2021

Re: Regular dropouts

Sorry yeah, I should have clarified - It's a FTTC connection.

The TV that highlighted the problem, and the laptop I used to diagnose are both cabled, so WiFi is not the problem. Also, the internal network stays up (both WiFi and cabled) and devices can communicate with each other, it's just the internet connection that goes down.

As for the socket, it's the single socket type.

 

 

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,599
Thanks: 10,350
Fixes: 1,603
Registered: ‎21-04-2017

Re: Regular dropouts

Hi Jamie,

I'm really sorry to see you're having a lot of connection issues. I can definitely see the drops you're talking about, I've attached a picture of your connection below.

I've tested your line and the tests are showing what's known as a bridge tap which is generally a wiring issue, so can I arrange a Qube engineer to visit you and take a closer look? 

These type of engineers work 2 hour timeslots: 8am to 10am, 10am to 12pm, 12pm to 2pm, 2pm to 4pm, and 4pm to 6pm weekdays & weekends starting from next week. 

If so let me know when you'll be available and a few timeslots as they tend to book up pretty fast. 

Cheers

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
jamiemoulton
Hooked
Posts: 8
Thanks: 2
Registered: ‎22-12-2021

Re: Regular dropouts

Thanks Anoush, that would be great. 

My girlfriend is at home every Friday, so that would be best, and I guess at either end of the day (8-10am or 4-6pm), so that she can still make use of the rest of the day.

 

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,599
Thanks: 10,350
Fixes: 1,603
Registered: ‎21-04-2017

Re: Regular dropouts

Sounds like a plan. I've arranged the engineer visit for Friday 23rd September 8am to 10am.

Let me know how it goes. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet