topic Re: Internet keeps going off in Full Fibre

Internet keeps going off

prescol — Thu, 13 Jun 2024 09:54:13 GMT

It started around 10 o’clock last night, where my Internet on my bt modem keeps going off, I have to demote off and on again and be connected for it and then goes off. I’ve now switched off the modem and needed it off while I’m going up town but can you please do a line test because I can’t do one because there’s a fault on my line date back to June , which not had an update all has been taken off the system.

prescol

Re: Internet keeps going off

Anonymous — Thu, 13 Jun 2024 10:02:51 GMT

Hi prescol,

I'm really sorry to hear this. I've run a line test now which has detected that the modem is powered down. Would it be possible to switch the modem back on so we can run another line test please?

Thanks

Michelle

Re: Internet keeps going off

prescol — Thu, 13 Jun 2024 10:06:25 GMT

I will contact you when I’m back home and I’ve powered up the modem. Thank you, Michelle

Re: Internet keeps going off

Anonymous — Thu, 13 Jun 2024 10:09:50 GMT

Great, thank you 🙂

Michelle

Re: Internet keeps going off

prescol — Thu, 13 Jun 2024 11:48:52 GMT

Back home, and all powered up BT modem has all four green lights showing. And the EERO has a solid white light

prescil

Re: Internet keeps going off

Anonymous — Thu, 13 Jun 2024 11:58:59 GMT

Good afternoon,

Thanks for the update. I've re-run the line test now which is now clear, however I can see that there have been re-connections on the line. Would it be possible to monitor the connection for 24hrs? If the Openreach modem is still dropping the connection following this then we'll need to arrange an engineer visit to investigate further. Would this be ok?

Thanks

Michelle

Re: Internet keeps going off

prescol — Thu, 13 Jun 2024 12:02:36 GMT

That will be absolutely fine, Michelle. Thank you for doing the line check.

prescol

Re: Internet keeps going off

Anonymous — Thu, 13 Jun 2024 12:03:44 GMT

Thank you 🙂 I'll re-check the connections stats tomorrow also to see how they are looking from our side.

Michelle

Re: Internet keeps going off

Anonymous — Fri, 14 Jun 2024 07:16:59 GMT

Good morning prescol,

I've re-run the line test again now and it shows - Modem is out of sync and fault is most likely to be in the home environment.

Can I just confirm, has the connection dropped again or have you switched off the modem?

Thanks

Michelle

Re: Internet keeps going off

prescol — Fri, 14 Jun 2024 07:46:24 GMT

I have not switched off the modem, but I think the modem did go off a couple of times last night.

as you said it was in the home environment would it help if I bought some new leads to replace the old ones??

Its the BT white modem which is causing a problem and it’s the The green light which indicates Internet which keeps going off..

Prescol

Re: Internet keeps going off

Anonymous — Fri, 14 Jun 2024 07:50:03 GMT

Hi prescol,

Thanks for confirming. If it's the Openreach modem which is losing/dropping the connection then we'll need to arrange an engineer visit. Can I just confirm that all the cables are connected securely. Could you try re-connecting all the cables just incase something is loose please?

Thanks

Michelle

Re: Internet keeps going off

prescol — Fri, 14 Jun 2024 08:10:05 GMT

I have checked all the cables are incorrectly including the power cable, and I’m noticed that RJ 11 cable could be the fault.

so I am going to purchase a new RJ 11 cable and moderate if it’s okay.

prescol

Re: Internet keeps going off

Anonymous — Fri, 14 Jun 2024 08:52:39 GMT

Morning,

Ok please let us know how you get on. If it is still happening then we can book an engineer visit for you as the modem is classed as Openreach maintained equipment.

Thanks

Michelle

Re: Internet keeps going off

prescol — Fri, 14 Jun 2024 08:54:47 GMT

Will do Michelle, have a great weekend and get some sunshine if it’s out.

prescol

Re: Internet keeps going off

Anonymous — Fri, 14 Jun 2024 09:01:51 GMT

Ah thank you 🙂 You too @prescol

Michelle 🙂