Connection intermittently dropping

[#1]

For the last week at least once a day our router restarts and the connection drops off for at least a couple of minutes. There’s new wiring put in from master socket and I’ve also tried the router in the test socket and it still happens at least once a day.

[#2]

Hi @mrsmairivance,

I'm sorry to hear that your connection has been dropping. I can see from your connection log that you have been experiencing intermittent drops:

I've tested your line but the test is not picking up the cause of this problem:

GEA Service Test

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXXXX

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	40.0 Mbps
Upstream Speed	6.5 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
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	758.6
Upstream Rate Assessment	Reasonable
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
Profile Name	0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2018-06-22T20:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	39.9 Mbps	43.1 Mbps	42.0 Mbps
Up Stream Line Rate	5.9 Mbps	6.7 Mbps	6.1 Mbps
Up Time	542.0 Sec	900.0 Sec	896.0 Sec
Retrains	0.0	10.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2018-06-25T07:55:22Z	2018-06-25T08:10:22Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Thank you for confirming that you have tried connecting the router directly to the test socket. As this hasn't resolved the issue, the next stage would be to investigate this as a fault. Please report the issue to our faults team here and let us know when you've completed it.

[#3]

Hi. Tried doing this but won’t recognise my isp user name and I’m assuming the password is the one at the base of the router

[#4]

I'm sorry to hear that it won't accept your details. The account password is different to the password that's printed on your router - this will be a password that you've created yourself when you signed up with us. If you've forgotten the password, please reset it via the link here.