Connection problems

[#1]

So I'm 12 months in to an 18 month contract and had no issues up to now. In the last week or so my router loses connection 3-4 times a night (it may do it during the day but I'm at work). Does anyone know what the problem could be and what I can do to rectify this? I'm not very happy

[#2]

Hi @LisaR84

I'm sorry that your connection has been dropping and for the inconvenience caused. I can see the drops on your connection log:

However, testing your line hasn't picked up the cause of the problem:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

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	38.6 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	955.1
Upstream Rate Assessment	Good
Downstream Rate Assessment	Reasonable
Interference Pattern	Regular Interference Observed on Week Days
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From05:15to05:30
Interference Location	Unknown
Interference Observed In Days	5
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-40M Downstream 3dB, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2019-10-10T11:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	35.5 Mbps	39.0 Mbps	36.1 Mbps
Up Stream Line Rate	6.3 Mbps	6.6 Mbps	6.4 Mbps
Up Time	652.0 Sec	900.0 Sec	897.9 Sec
Retrains	0.0	1.0	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	2019-10-23T09:54:55Z	2019-10-23T10:09:55Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

As this is the case, we'll need to do some troubleshooting to try and narrow down the cause of the fault. I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the guide here for instructions on how to connect to the test socket.

[#3]

I have watched the videos, checked my phone line, unplugged/re-plugged wires and had it plugged in the master socket but around the same time each evening the connection drops. It has dropped twce this evening when trying to do my work

[#4 · Accepted solution]

I am sorry that the troubleshooting steps have not resolved the issue @LisaR84. Can you please log a fault here and if you let us know on here once done, we can pick this up and investigate further for you.