Router Disconnecting at the Same Time Everyday
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- Re: Router Disconnecting at the Same Time Everyday
Router Disconnecting at the Same Time Everyday
11-08-2018 11:26 PM
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Internet has been dropping at the same time every night for the past few weeks, it comes up saying "disconnected" from the internet making me re-enter my passwords into it so after a few seconds it says "connected" then proceeds to do the same thing the next night. i came to see if there was a way this could be fixed as it is a huge inconvenience when i am using the internet and and then i get kicked offline. I get redirected to the log in page each time and it happens only to the router as all devices go offline albeit Ethernet or wireless connection. Phone line is clear with slight crackles every so often.
Is there any way to keep the router connected to the internet without having to log back into it each day as it is very annoying, I've never had to do this with any other ISP.
Re: Router Disconnecting at the Same Time Everyday
12-08-2018 3:48 AM
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Moderator's note:
Thread moved from Plusnet Feedback to My Router.
Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still
Re: Router Disconnecting at the Same Time Everyday
12-08-2018 1:25 PM - edited 12-08-2018 1:26 PM
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Hi @Sandrajward,
I'm sorry that your connection is dropping and for any inconvenience that this is causing you. I've tested your line and the test has picked up an external issue. For reference, the test result is as follows:
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXX |
Test Outcome | Fail | ||||
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 | In Sync | ||||
Downstream Speed | 40.0 Mbps | ||||
Upstream Speed | 10.0 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | Y | ||||
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 | 247.6 | ||||
Upstream Rate Assessment | Very Good | ||||
Downstream Rate Assessment | Very Good | ||||
Interference Pattern | Regular Interference Observed Daily | ||||
Service Impact | Retrains Observed | ||||
Interference Duration Longest Occurrence | From 10:30 to 10:45 | ||||
Interference Location | Unknown | ||||
Interference Observed In Days | 11 | ||||
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-40M Downstream, Error Protection Off - 0.128M-10M Upstream, Error Protection Off | ||||
Time Stamp | 2018-07-30T13:30:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 39.9 Mbps | 40.0 Mbps | 39.9 Mbps |
Up Stream Line Rate | 9.9 Mbps | 9.9 Mbps | 9.9 Mbps |
Up Time | 770.0 Sec | 900.0 Sec | 897.2 Sec |
Retrains | 0.0 | 5.0 | 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 | 2018-08-12T12:47:06.888+01:00 | 2018-08-12T13:02:06.888+01:00 |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
I've raised this to our suppliers for further investigation and we should receive an update on this within the next 72 hours - our faults team will be in touch once we have this.
Please let us know if there's anything that you'd like to discuss in the meantime.
Re: Router Disconnecting at the Same Time Everyday
15-08-2018 5:08 PM
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The issue of disconnecting at 10:52 has been fixed but now it disconnects me at 2pm instead, along with this whenever the housephone rings the internet drops out and disconnects me from whatever i am doing this is inconvenient as i am regularly on the internet is there anyway this could be fixed?
Re: Router Disconnecting at the Same Time Everyday
15-08-2018 7:51 PM
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Hi there, With regards to the drops and the phone calls. I'd just like to confirm If you have a spare microfilter (one was supplied with the router). Normally this is caused by a filtering issue either however could still be an exchange issue.
If you have the spare filter you can use the following guide on how to access the test socket and use the supplied filter. The guide can be located here. Let us know how you get on.
Re: Router Disconnecting at the Same Time Everyday
15-08-2018 8:37 PM
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hi, yes i am using the microfilter provided with the router to filter out calls from the broadband but a disconnection still occurs upon a call being received and ended.
Re: Router Disconnecting at the Same Time Everyday
15-08-2018 10:27 PM
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Do you have any other extensions in your property, and do they have a filter fitted?
Re: Router Disconnecting at the Same Time Everyday
15-08-2018 10:45 PM - edited 15-08-2018 10:58 PM
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I have three house phones one in the kitchen, bedroom and living room each one has a filter fitted for them.
Along with this the internet has just been disconnected at the time it used to be, however it hasn't done this for a few days so i believed it to be fixed but apparently it is not?
Re: Router Disconnecting at the Same Time Everyday
16-08-2018 12:43 PM
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Hi @Sandrajward,
I'm sorry to hear that you're experiencing these issues. I've taken a look into your account today and spoken to our suppliers regarding the open fault, who have advised that an external engineer has been assigned to carry out some work on your line today.
As this is the case we will receive a further update regarding this fault tomorrow and our faults team will aim to get back in touch with you regarding this as soon as possible, however if you are still experiencing any issues with your connection then please don't hesitate to let us know via this thread again so we can investigate further.
Re: Router Disconnecting at the Same Time Everyday
16-08-2018 10:57 PM
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Hi thank you for your help, the phone no longer disconnects internet however it still disconnects at 10.52 at night causing me to reconnect the internet each night. I do not know if it will continue to disconnect at 2pm as work was being done on the phone wiring during this time.
Re: Router Disconnecting at the Same Time Everyday
17-08-2018 11:23 AM
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I'd like to keep an eye on the line to see how it settles. The new drop wire won't resolve the time related problem, but I want to see everything settle. It's also worth noting if any electrical devices may come on in the vicinity around the time of the drops.
Re: Router Disconnecting at the Same Time Everyday
18-08-2018 3:44 PM
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sorry for the late reply, i do not know what if anything comes on in the vicinity during this time period that is causing me to disconnect.
Re: Router Disconnecting at the Same Time Everyday
19-08-2018 1:35 PM
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Re: Router Disconnecting at the Same Time Everyday
19-08-2018 10:42 PM
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Nothing comes to mind that i know of, these changes occurred after the first reply to this thread so i thought it was to do with that but since has continued
Re: Router Disconnecting at the Same Time Everyday
20-08-2018 11:56 AM
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Hi @Sandrajward, if you haven't already, could you connect your router to the Test Socket.
If you can connect your router here between the hours of 10pm-11.30pm (with nothing else connected), we can check to see if the disconnect still happens. (When in the test socket it will disconnect the extension sockets.)
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