Broadband keep dropping out, no issue found on the line
FIXED
Welcome first of all to our community forums @escsanji
I'm sorry for the issues with your connection. I've tested your line today and the tests aren't showing any issues but we can definitely see the drops you've had although it looks a lot more stable than it was on Tuesday.
I'd recommend keeping an eye on things and if your connection continues to drop, I reckon we'd have to arrange another engineer to investigate further. I've attached a copy of the test results below if you're interested:
| GEA Test Detail | |||
| Circuit ID | NA | Service ID | [redacted] |
| Test Outcome | Pass | ||||
| Test Outcome Code | GTC_FTTC_SERVICE_0000 | ||||
| Description | GEA service test completed and no fault found . | ||||
| Main Fault Location | OK | ||||
| Sync Status | In Sync | ||||
| Downstream Speed | 63.7 Mbps | ||||
| Upstream Speed | 18.2 Mbps | ||||
| Appointment Required | N | ||||
| Fault Report Advised | N | ||||
| NTE Power Status | PowerOn | ||||
| Voice Line Test Result | Pass | ||||
| Radio Frequency Ingress | Not Detected | ||||
| Repetitive Electrical Impulse Noise | Not Detected | ||||
| Cross Talk | Not Detected | ||||
| Estimated Line Length In Metres | 257.9 | ||||
| Upstream Rate Assessment | Low | ||||
| Downstream Rate Assessment | Reasonable | ||||
| Interference Pattern | Not Detected | ||||
| Service Impact | No Impact Observed | ||||
| Home Wiring Problem | Not Detected | ||||
| Downstream Policing Discard Rate | 0.0 | ||||
| Customer Traffic Level | Upstream and Downstream traffic detected | ||||
| Technology | VDSL | ||||
| Current 15Min Bin Retrains | 0 | ||||
| Last 15Min Bin Retrains | 0 | ||||
| DP Type | External | ||||
| Profile Name | 0.128M-74M Downstream, Retransmission High - 0.128M-20M Upstream, Retransmission High | ||||
| Time Stamp | 2021-03-10T21:45:00 | ||||
| Parameters | MIN | MAX | AVG |
| Down Stream Line Rate | 66.9 Mbps | 73.9 Mbps | 69.5 Mbps |
| Up Stream Line Rate | 19.0 Mbps | 20.0 Mbps | 19.3 Mbps |
| Up Time | 546.0 Sec | 900.0 Sec | 892.7 Sec |
| Retrains | 0.0 | 49.0 | 0.8 |
| Current and Last 15 Minute Bin Performance | ||
| Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
| Start Time Stamp | 2021-03-11T17:06:25Z | 2021-03-11T17:21:25Z |
| Ingress Code Violation | 0 | 0 |
| Egress Code Violation | 0 | 0 |
| Errored Seconds | 0 | 0 |
| Severely Errored Seconds | 0 | 0 |
| Unavailable Seconds | 0 | 0 |
No problem @escsanji let us know how your troubleshooting goes. I can't speak for other people but the Hub One is perfectly capable to hold a connection for months on end without issues so I'm not confident the issue's the router itself, although the router may have developed a fault (Given how new it is though that may be unlikely)
@escsanji thanks for the logs, and sorry to point out the obvious but did you (or anybody in your property) reboot the router at those times? If the answer's no I think it'd be worth us sending a replacement.
Ah yeah. I need a strong coffee...
Sounds like it may be a refurbished router although as far as I'm aware they're refurbished to the same standard of a new router. Replacing the router is still an option we can explore though, let us know how it goes over the next few days.
@Baldrick1 what's odd is that the banding you can see on the GEA test is 74mbps as of yesterday but checking a generally more accurate system, the banding's showing at "Downstream: 0.128M-80M with Retransmission (High). Upstream: 0.128M-20M with Retransmission (Low)" also as of yesterday.
Normally I'd say the sync speed's not banded as a GEA shows it as 63.7mbps but the more accurate system shows the sync speed at 73997 as of yesterday. To cut a long story short it does look like the speed is banded. Not sure that removing the banding is the right call at this stage as it may be holding back further drops.
There's banding on your line at "Downstream: 0.128M-74M with Retransmission (High). Upstream: 0.128M-20M with Retransmission (High)" but it's not restricting your sync speed of 57.36mbps