My internet connection drops every time I connect my phone to wifi. When I try to reconnect, I'm asked to sign in, then redirected to hub manager. I enter details etc, connection is reestablished then, after maybe 30 seconds, it cuts out again. There's no problem when I turn off my phone's wifi. Bit of a technophobe, so at a loss what to do. Any ideas?
Re: Connection dropping
21-08-2019 9:06 PM - edited 21-08-2019 9:07 PM
I've had a check of the connection and there definitely seems to be something out of place somewhere as we can see the disconnections from this end and a fault was detected when testing the line.
|Test Outcome Code||GTC_FTTC_SERVICE_1613|
|Description||Potential HR Joint detected on GEA service. Please continue to submit a trouble report|
|Main Fault Location||CE|
|Sync Status||Out Of Sync|
|Downstream Speed||79.9 Mbps|
|Upstream Speed||20.0 Mbps|
|Fault Report Advised||Y|
|NTE Power Status||Unknown|
|Voice Line Test Result||Pass|
|Bridge Tap||Not Detected|
|Radio Frequency Ingress||Not Detected|
|Repetitive Electrical Impulse Noise||Not Detected|
|Cross Talk||Not Detected|
|Estimated Line Length In Metres||300.9|
|Upstream Rate Assessment||Very Good|
|Downstream Rate Assessment||Very Good|
|Interference Pattern||Not Detected|
|Service Impact||No Impact Observed|
|Home Wiring Problem||Not Detected|
|Profile Name||0.128M-80M Downstream 3dB, Retransmission Low - 0.128M-20M Upstream, Error Protection Off|
|Down Stream Line Rate||79.9 Mbps||79.9 Mbps||79.9 Mbps|
|Up Stream Line Rate||19.9 Mbps||19.9 Mbps||19.9 Mbps|
|Up Time||868.0 Sec||900.0 Sec||899.9 Sec|
|Current and Last 15 Minute Bin Performance|
|Parameters||Last Traffic Count(Upto 15 mins)||Current Traffic Count(Upto 15 mins)|
|Start Time Stamp||2019-08-21T19:33:18Z||2019-08-21T19:48:18Z|
|Ingress Code Violation||0||58|
|Egress Code Violation||0||0|
|Severely Errored Seconds||0||0|
Although our tests aren't picking up exactly what's causing the issue so we will have to do some troubleshooting to start ruling things out.
I would first advise you to reset the router. This can be done by pressing a pin, cocktail stick etc.. into the "reset hole on the back of the router for 5-15 seconds. You should see the router reboot and then within a few minutes hopefully this may have resolved the issue you're seeing.
If not, I'd recommend starting with basic checks here
And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here
If the problem still persists from here we will go down the route of raising a fault, please click here to do so and let us know once you've done the checks and raised the fault so we can progress it for you.