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Intermittent connection dropouts - how to troubleshoot?

ad441
Hooked
Posts: 5
Thanks: 3
Registered: 22-10-2016

Intermittent connection dropouts - how to troubleshoot?

Been suffering from intermittent dropouts in my fibre connection for last week or so. Connection speed otherwise fine. What's the best way to go about troubleshooting this?

Thanks

12 REPLIES
bobminors
Aspiring Pro
Posts: 158
Thanks: 34
Fixes: 2
Registered: 19-09-2016

Re: Intermittent connection dropouts - how to troubleshoot?

Which kind of dropouts?

  • Modem disconnecting from the outside world and reconnecting itself
  • PC WiFi disconnecting from the modem
  • Stutter / Lost frames when streaming
  • Something else?

 

Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Intermittent connection dropouts - how to troubleshoot?

There's some troubleshooting guides here: http://www.plus.net/support/broadband/bbfaults/

 

We're not seeing many disconnections from here:

 
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
ad441
Hooked
Posts: 5
Thanks: 3
Registered: 22-10-2016

Re: Intermittent connection dropouts - how to troubleshoot?

Sorry for slow reply. Everything seems set up right on router/with cables, but I've had the home phone disconnected for a while - is that likely to cause connection dropouts? Will try reconnecting it.

 

Otherwise is there any sort of log I can call up on the computer (Windows 10), that might show the problem?

 

Thanks

 

ad441
Hooked
Posts: 5
Thanks: 3
Registered: 22-10-2016

Re: Intermittent connection dropouts - how to troubleshoot?

Still having problems with this. Am wondering if the problem is Windows 10 update/Technicolour TG582n as discussed here.

https://community.plus.net/t5/Fibre-Broadband/Recent-update-of-Windows-10-amp-router-problem/td-p/13...

If so would like to know how to resolve.

 

richusx
Newbie
Posts: 3
Registered: 31-10-2016

Re: Intermittent connection dropouts - how to troubleshoot?

I'm having the same issue here. This started around last Monday (24th October). Really annoying when in-game, around every 30-60 seconds I get a horrible ping spike which rolls me back (packet loss?) and at the same time voice service lags out as well. Any clue how to fix this?

Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Intermittent connection dropouts - how to troubleshoot?

@ad441

Leave that with me and I'll see if I can get it pushed through to you.

@richusx

I'll do the same for yours

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
richusx
Newbie
Posts: 3
Registered: 31-10-2016

Re: Intermittent connection dropouts - how to troubleshoot?

@Chris Any updates?

Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Intermittent connection dropouts - how to troubleshoot?

This has been pushed to your router.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
ad441
Hooked
Posts: 5
Thanks: 3
Registered: 22-10-2016

Re: Intermittent connection dropouts - how to troubleshoot?

Thank you - will report back if I get anymore dropouts - so far none, so am hoping problem is fixed, but haven't been on internet much today.

richusx
Newbie
Posts: 3
Registered: 31-10-2016

Re: Intermittent connection dropouts - how to troubleshoot?

@Chris Thanks you so much! Seems to be fixed for me as well. 

 

Any idea what was causing this?

Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Intermittent connection dropouts - how to troubleshoot?

It's a bug that happens with certain versions of Windows and the Technicolor router. There's quite a bit of detail here https://community.plus.net/t5/Broadband/198-18-1-x-address-problems/td-p/1171169

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Joshmmurphy
Newbie
Posts: 1
Registered: 09-01-2017

Re: Intermittent connection dropouts - how to troubleshoot?

Hey, I think I'm having the same problem. I believe it started when there was a windows 10 anniversary update back in October/November time. Ever since then both of our windows 10 laptops have been having browser trouble. The connection just keeps dropping out. Are you able to try what you have for the guys above? Many thanks, JoshMMurphy