Broadband dropouts but no faults detected. Frustrating

[#1]

 Hi

I contacted customer services via the webchat function, and described a problem we are having with random dropouts&immediate reconnects. The customer service guy said he could see that the connection had a fault and advised to raise a fault ticket. The fault team have responded with a chart showing no fault, but drop/reconnect after a maximum of two days connected, plus nearly 20 hours of absolutely no connection on one of the days shown in the graph.

This is really frustrating, as the drop in connection and subsequent reconnect is just long enough to not be able to reconnect to an multiplayer game (MOBA/Hearthstone for example, or god forbid a Diablo timed rift).

is there anything I can do? i'm pretty sure a connection time of two days then drop/reconnect is something to be concerned about let alone the long periods of no connection at all.

Thanks

[#2]

I've attached a graph of your connection over the last seven days below.

As you can see there's only the two disconnections showing on our end. Based on what you've said I assume you've had more then two disconnections when your gaming.

Do you connect over a wired or wireless connection?

[#3]

Hi

Thanks for getting back to me. Both PCs are connected to the router via ethernet. Disconnects happen maybe 6 times a week. The same happens when streaming  via the firestick plugged into the TV connecting via WiFi

Cheers

[#4]

Hmm, I'd recommend as the next step to rule out the issue being the router.

Any possibility of connecting a PC directly into the Openreach Modem, setting up a PPPoE connection?

Alternatively, try a different router (if you have one)

Anoush

[#5]

I think we've got a spare old router. Can any type of router connect to our BT router thing? Please forgive my ignorance 😕

[#6]

If that router is VDSL2 compatible, it would be fine.

You'll need to configure it using [yourusername]@plusdsl.net and your account password.

[#7]

I'll try and give that a go

thank you

[#8]

No problems, let us know how it goes.

[#9]

Moderator's note by Dick (Strat) Topic moved to fibre board.