Loss of broadband connection

[#1]

Hi there.

I appear to be having an issue with my broadband where at a certain time of day the broadband connection drops and never comes back. This appears to happen at least once a day (it could be less but just feel like that). The WiFi still says it is connected however I can't access it over laptop, tablet or mobile phone. However if I turn the router off and turn it back on again the WiFi comes back on. I know it's not the biggest issue but it is annoying when having to do so.

Can you please suggest what might be causing this issue? Or what I can do to fix it?

Thanks,

Steven

[#2]

Hi @Steven2405,

I'm sorry that your connection has been dropping and for any inconvenience that this has caused. I can see from your connection log that there have been several drops over the last few days:

Testing your line has picked up the potential cause of this issue and I've raised this to our suppliers for further investigation. Our faults team will be in touch once we've received an update from our suppliers, which should be within the next 72 hours:

xDSL Status Check
Circuit ID:	CBUKXXXXXXXX	Service ID:	BBEUXXXXXXXXX
Telephone NO.:	NA	Test Executed On:	30-01-2019 09:50:41

xDSL Status Test Summary
Sync Status:		Circuit In Sync
General Information
NTE Status:		NTE Power Status:	PowerOn	Bypass Status:

	Upstream DSL Link Information	Downstream DSL Link Information
Loop Loss:	16.0	36.5
SNR Margin:	6.0	10.3
Errored Seconds:	0	1
HEC Errors:	0
Cell Count:	5618	7526
Speed:	1164	8908

Maximum Stable Rate (KBPS):	6240	Fault Threshold Rate (KBPS):	4992
Mean Time Between Retrains (Seconds):	30079	Mean Time Between Errors Upstream (Seconds):	86400
Indicative Line Quality:	A	Mean Time Between Errors Downstream (Seconds):	29
Custom Thresholds
MTBR_RED:	MTBE_RED:
MTBR_GREEN:	MTBE_GREEN:

Problem Explanation: [ND05] Unable to obtain Sync. DSL Layer Failure
Resolution/Recommendation: Please pass to BTW for further diagnostics.

[#3]

Thanks for your quick reply. Hopefully it's resolved when you guys get in touch.