Signal dropping out

[#1]

Hi, I've had an engineer checking out the problem, I now have a new router but it still keeps dropping out, where do I go from here ?

[#2]

Doing this on my mobile now, signal has just dropped out again

[#3]

......and down it goes yet again, is there any one on this forum ?

[#4]

Hi @Shebabe,

I'm sorry that your connection is still dropping following the engineer visit and the new router. I can see from your connection log that it's still dropping frequently:

 

However, testing your line from here isn't picking up the cause of this.

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXXX

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	50.8 Mbps
Upstream Speed	7.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Estimated Line Length In Metres	811.8
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Very Good
Interference Pattern	Regular Interference Observed on Week Days
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From 18:00 to 18:15
Interference Location	Unknown
Interference Observed In Days	3
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 5dB, Retransmission High - 0.128M-20M Upstream, Retransmission High
Time Stamp	2018-10-23T10:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	49.2 Mbps	53.5 Mbps	51.4 Mbps
Up Stream Line Rate	7.2 Mbps	8.5 Mbps	7.6 Mbps
Up Time	519.0 Sec	900.0 Sec	891.6 Sec
Retrains	0.0	2.0	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	2018-10-25T09:15:57Z	2018-10-25T09:30:57Z
Ingress Code Violation	0	0
Egress Code Violation	222	95
Errored Seconds	63	25
Severely Errored Seconds	40	10
Unavailable Seconds	0	0

The previous engineer thought that the router was the cause of the drops. As the new router hasn't resolved the issue, we'll need to arrange another engineer visit so that this may be investigated further. Please can you add your availability for another engineer visit to the ticket here? If you get back in touch on here once you've done this, we'll get your appointment booked in for the earliest available suitable slot.

[#5]

Hi, I have added new engineer dates, thank you.

[#6]

Hi @Shebabe,

Thank you for providing your availability for another engineer visit. I've booked this in for you now - please see the ticket here for confirmation of the appointment date and timeslot.