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Unstable connection

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Community Team

Hi Russ,

 

Engineer visit is booked for tomorrow 10th PM so between 13:00-18:00, please let us know how you get on

 

Thanks

Chris

russtick1
Conversation Starter

Hi Folks 

  Engineer has been out and changed the face plate .They're saying the router is at fault and we could do with one that is more appropriate for fibre ?

 


Thanks Russ 

They said it couldn't be fixed ...dont worry ,when I'm done it will be that bad NO ONE WILL!!!
Community Team

Hi Russ,

 

Just to confirm, how have you found the stability since the engineer visit? Which router are you currently using as both the 3782 and the HG633 are fibre compatible routers?

 

Thanks

 

russtick1
Conversation Starter

Hi Michelle

   The router we have is a hg633 hw1.01.The connection is still on and off .The engineer tried their test equipment which synced straight away ,where as the router took some time and kept loosing the signal which i guess is what the log was saying with the loss of carrier.

They said it couldn't be fixed ...dont worry ,when I'm done it will be that bad NO ONE WILL!!!
Community Team

Hi russtick1,

 

Ok, would you like us to send a replacement router for testing purposes? Would you like another HG633 or would you prefer to try a 3782 router?

 

Thanks

 

russtick1
Conversation Starter

Hi Michelle

  May as well try the dlink please

 

Thanks

They said it couldn't be fixed ...dont worry ,when I'm done it will be that bad NO ONE WILL!!!
Community Team

Hi russtick1 

 

Apologies for the delay.

 

The DSL3782 router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

russtick1
Conversation Starter

Hi Debbie 

  The router doesn't seem to of made any difference ,we still have an intermittent connectiion.

 

Thanks Russ

They said it couldn't be fixed ...dont worry ,when I'm done it will be that bad NO ONE WILL!!!
Community Team

Hi

 

I've logged this back to networks to pass to Openreach.

 

Thanks

 

Karl. 

Community Team

Hi

 

Openreach requesting we make a appointment with you.

 

What days are best ?

 

Thanks

 

Karl. 

russtick1
Conversation Starter

Hi Karl 

  Anytime will do ,if you could email the time it would be better .

 

Thanks Russ

They said it couldn't be fixed ...dont worry ,when I'm done it will be that bad NO ONE WILL!!!
Community Team

Hi Russ,

 

 

If we try to arrange the engineer visit for Monday or Tuesday, either AM (8am to 1pm) or PM (1pm to 6pm) next week, is this OK?

Chris

russtick1
Conversation Starter

yeah no prob

 

They said it couldn't be fixed ...dont worry ,when I'm done it will be that bad NO ONE WILL!!!
Community Team

Hi Russ

 

I've passed your availability for an engineer visit over to our Network Team and I will post back on this thread to confirm the date and time of this visit.

 

Thanks

 

Debbie

Community Team

Hi Russ

 

The engineer visit has been arranged for 03/09/2018 AM (8am - 1pm)

 

Please let us know how you get on following this visit.

 

Thanks

 

Debbie

russtick1
Conversation Starter

Hi Debbie 

  We have had a few engineers out who have found numerous faults ,however we are still dropping the line ,all be it a bit less frequent .Today is windy and may be helping to show the fault.

They said it couldn't be fixed ...dont worry ,when I'm done it will be that bad NO ONE WILL!!!
Community Team

Hi russtick1,

 

I'm really sorry to hear this. I've re-run the line test which hasn't detected a fault, however I can see the re-connections on the line. Can you confirm if the voice service is still ok and I'll pass this straight back to our Network Team for further investigation?

 

Thanks

 

russtick1
Conversation Starter

Sorry for the delay working away.Slight noise on phone .BB still dropping off.

They said it couldn't be fixed ...dont worry ,when I'm done it will be that bad NO ONE WILL!!!
Community Team

Hi russtick1,


Is the noise constant or intermittent? How would you describe it (crackle, hiss, buzz, static etc)?

Chris

cyberpunk
Chatterbox

signal drops all the time, even when not in use.

you have sent me a new router (HG633) which is quicker at reconnecting than the DLink3782 but drops out way more often.

previously, i got so fed up with it i bought a TP-LINK D50 which never dropped out but since BT upgraded the outside cabinet i can no longer use the D50 as it was an ADSL2 and now the line is only VDSL. really irritating, impossible to watch youtube. typing this message the signal has dropped 3 times.  log below.

 

Manufacturer:Huawei Technologies Co., Ltd.
Product Style:HG633
Serial Number:C4REQ16420004254
Hardware Version:H.1.01
Software Version:v2.00t
2019-06-01 19:00:29 System Notice DSL connection is inactive.
2019-06-01 19:00:14 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-06-01 19:00:14 System Notice DSL connection is inactive.
2019-06-01 18:59:57 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 connected.
2019-06-01 18:59:53 System Notice DSL connection is active.
2019-06-01 18:59:26 System Notice DSL connection is inactive.
2019-06-01 18:59:10 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-06-01 18:59:10 System Notice DSL connection is inactive.
2019-06-01 18:54:20 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 connected.
2019-06-01 18:54:17 System Notice DSL connection is active.
2019-06-01 18:53:46 System Notice DSL connection is inactive.
2019-06-01 18:53:34 System Notice DSL connection is inactive.
2019-06-01 18:53:18 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-06-01 18:53:18 System Notice DSL connection is inactive.
2019-06-01 18:51:38 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 connected.
2019-06-01 18:51:35 System Notice DSL connection is active.
2019-06-01 18:51:09 System Notice DSL connection is inactive.
2019-06-01 18:50:49 System Notice DSL connection is inactive.
2019-06-01 18:50:28 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-06-01 18:50:28 System Notice DSL connection is inactive.
2019-06-01 18:43:48 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 connected.
2019-06-01 18:43:45 System Notice DSL connection is active.
2019-06-01 18:43:18 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-06-01 18:43:18 System Notice DSL connection is inactive.
2019-06-01 18:34:53 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 connected.
2019-06-01 18:34:35 System Notice DSL connection is active.
2019-06-01 18:34:07 System Notice DSL connection is inactive.
2019-06-01 18:33:47 System Notice DSL connection is inactive.
2019-06-01 18:33:33 System Notice DSL connection is active.
2019-06-01 18:33:06 System Notice DSL connection is inactive.
2019-06-01 18:32:52 System Notice DSL connection is inactive.
2019-06-01 18:32:23 System Notice DSL connection is active.
2019-06-01 18:31:55 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-06-01 18:31:55 System Notice DSL connection is inactive.
2019-06-01 18:29:03 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 connected.
2019-06-01 18:28:45 System Notice DSL connection is active.
2019-06-01 18:28:18 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-06-01 18:28:18 System Notice DSL connection is inactive.