internet connection dropping out regularly

[#1]

Hi

I having problems with my internet connection dropping out quite regularly and running quite slowly when it reconnects. Is it possible to check the line connection? Could you recommend anything else to try?

Also this is impacting the e-mail downloads into Outlook.

Thanks

Geoff

[#2]

Having same problem from last 3,4 days. Raised the ticket 175586216 on 29May. Hoping will be resolved soon!

The issue is same even with Ethernet cable.

[#3]

@Geoff44 Sorry to hear you're having issues. I've tested your line and the connection is certainly intermittent as shown below. This is why your speeds are slow as the exchange will turn down your speeds to try and make the line more stable.

I'd recommend going through our troubleshooting steps here and if you're still having issues after I'd recommend raising a fault here

@mwg I can see we've asked you to change your wireless channel. Has this made any improvement?

[#4]

@MatthewWheeler No improvement with channel change. Still the Internet is intermittently dropping. Connected to test socket as suggested by support agent (after the call an hour ago). Need to observe will this be any better.

[#5]

Nothing improved with test socket.

You may see below example speeds I am getting (with Ethernet cable). Unpredictably decreases or increases or disconnects (of-course couldn't perform speed test while disconnected).

Initial complaint day 29May (0755-0810z)
https://speedof.me/show.php?img=180529065731-9418.png
https://speedof.me/show.php?img=180529070855-8065.png

Today 05Jun (0550-0630z)
https://speedof.me/show.php?img=180605045546-9864.png

disconnected...
https://speedof.me/show.php?img=180605045858-8626.png
https://speedof.me/show.php?img=180605053624-1094.png

Wifi was/is much worse! Similar was the performance through out this week.

[#6]

@mwg Can you run a BT speedtest at http://www.speedtest.btwholesale.com using a wired connection, completing the further diagnostics at the end? This will store the result on the supplier system and will help us in reporting a fault to our suppliers.

(Might need to use Internet Explorer or Microsoft Edge)

[#7]

@Gandalf I tried the http://www.speedtest.btwholesale.com couple of times but it never completes, most of the times page hangs or dosnt finish the step3 (changing the dns username etc) giving permission denied for TAP3 test error etc.

Still I can retry this evening.

[#8]

We don't need you to complete the TAP3, just the further diagnostics.

Which web browser were you using?

[#9]

I was using Chrome or Firefox. But will try on IE (as you suggested) this evening.

[#10]

Let us know how you get on

[#11]

Tried the btw speedtest on IE. Still the 'further diagnostics' page dint complete, just giving same error as on other browsers.

For the speed please see the attachments (5Jun between 2010-2020hrs), speed was fluctuating with in 15-20mins duration.

[#12]

Sorry to jump on the back of this thread but I’m also having the sameness problem.  Connection drops, slow speed and random spikes of high ping. I’ve reset the router, tried different et channels and locations for the router and checked firmware is up to date. This is across devices (MacBooks, iPads and iPhones). Help!

*edit* internet connection lost when trying to make this post!

[#13]

Hi @mwg 

Sorry that the test didn't complete - I will ask about and see if anyone might know why this keep happening to you.

Just to confirm, are you doing this on a wired device, rather than over WiFi? 

Thanks 

[#14]

@MasterOfReality yes all the test were with the cable.

[#15]

Hi @mwg 

As far as I am aware (and from a conversation I've had with a colleague today)  it does appear to be somewhat of a common issue. 

From what I know, it's not essential for customers to have to complete this "Further Diagnostic" step before we can raise a fault - the whole reason for this is so that we can see the same test results as your yourself. However, as mentioned, this is not completely necessary and we can raise issues to our supplier regardless.

Thanks