on 04-05-2019 10:56 AM
From time to time (several times a day) the Internet within my house drops for a few seconds to a few minutes. On wifi connected devices this just manifests itself as web pages that open slowly but on my Windows 10 desktop I can see that the Internet connection has been lost but the router DSL Connection Status shows many days of DSL Uptime. Because this downtime never lasts very long I do not have the opportunity to check the router lights because my router is in another room.
My router is a HG633 and is connected direct to the BT Test socket, mobile devices are connected by wifi and my desktop is connected by Ethernet.
When I have a connection it is stable and provides a 12ms ping & 30+mbps download and 9+mbps upload.
I have tried re-booting the router but this makes no difference nor does leaving the router switched off for 30 minutes.
The voice line is clear.
This problem has been going on for some considerable time and I have tried to ignore it as reporting a fault by phone just leads to a long and fruitless question and answer process that leads to being told that there is nothing wrong with my line, but it is becoming increasingly irritating.
Is there anything else I can try to resolve this problem?
on 10-06-2019 01:40 PM
on 10-06-2019 12:47 PM
The logs and traces that I have sent you are atypical of the problems that I have been reporting for a long time. As you can see I am experiencing frequent but short drops in service and I believe that we have ruled out anything withing my home that might be causing the loss of service. However, you seem to be saying that the Openreach stats show that there have been no drops in service.
I have done a significant amout of fauld finding myself but when I returm from holiday I am prepared to do one final course of tests to rule out any device within my home that might be causing the problem. My suggestion would be to disconnect all ethernet connections and just use wifi connected devices. Assuming I still experience the same problems I suggest switching off each wifi connect device in turm until the problem stops. If my desktop PC is the last connected device I'm not quite sure how to proceed as I do not have am Android version of the monitoring software that I am using.
Can you please let me know if this testing schedule is what you would like me to undertake and if not suggest what you would like me to do.
on 10-06-2019 10:38 AM
Thanks for update, I've taken another look at the Openreach performance monitoring for your connection:
Just the one disconnections that I mentioned previously on the 6th, the profile change
error count low on 7th, no unavailable seconds all day
error count low on 8th but there's a drop showing at around 14:30
error count low on the 9th and no unavailable seconds all day
error count low so far today and no unavailable seconds yet
Other than the disconnection that you mentioned the other day that affected TV streaming, have you noticed any other actual interruptions to your service (connections errors, streaming errors etc)?
on 06-06-2019 10:51 AM
I've checked the Openreach performance monitoring system for the last few days. Errors have been low all the time, there was a period of unavailable time on morning of the 4th, presumably when engineer was carrying out work. Since then there are no unavailable seconds showing for the 5th and a 24 seconds unavailable period this morning at 01:45, this appears to have been a profile change. Could you monitor for the next few days and let us know if you experience any further problems
on 05-06-2019 06:08 PM
An openreach engineer called yesterday and tested the line to the exchange and pridictably there were no errors.
I have been monitoring my connection and see that it dropped out twice between 14:00 & 16:00, see attached trace and log
on 03-06-2019 01:39 PM
Just a quick update. Our network team have logged this over to Openreach as a non-appointed task, we should receive an update within 72 hours so if you don't hear anything beforehand can you bump the thread on Thursday and we'll check for updates
on 03-06-2019 12:26 PM
Thanks for the update, I've passed on the information to our network team. If you don't hear anything later today can you please bump the thread tomorrow and we'll check for updates
on 01-06-2019 08:26 AM
Sorry, I thought I had replied to this yesterday but I was out most of the day.
Looking at the attached trace it seems the fault on the line was fixed arount 18:00 yesterday, however, you will see that the router rebooted again around 08:15 today.
on 31-05-2019 11:43 AM
I'm sorry to hear this. I've run a test on the line which has detected a potential fault. Just to confirm, are you experiencing any issues with the voice service such as no dial tone or any noise on the line at the moment?