Router Interference

[GraemeMcD]

Hi

Seem to be getting some kind of interference on the Router (Wifi Hub).

Generally Fibre35 gives me a solid 12-17 Ping with 30Mbps down 6Mbps up.

However I keep getting intermittent drops to 500+ Ping with single figure Mbps down and less than one Mbps up.  Particularly noticeable on XBox with online games dropping out or lagging badly.

Tried both Wifi and direct Ethernet connection between Xbox and Router and it seems to persist.

I may have narrowed it down to either or both of TV (older plasma) and/or Sky HD box but it's so intermittent its difficult to be certain. 

It also happened a couple of years ago and a replacement router seemed to fix it until now, could it be this replacement router has developed a similar issue?

Grateful for any ideas!

[mandisa1-TT]

@GraemeMcD It is good that the reboot has resolved the issue. Most likely, the tests that were conducted are the reason the service has returned.

[GraemeMcD]

Thanks - connection is back although it took a couple of reboots and a complete power off.

Once the new one arrives and is up and running I'll return the current one. Presumably it came back with a fault on the test??

[Philile-TT]

A new router has been ordered delivery will take 2-3 working days, please return the router you are using once new router is received. 

[Philile-TT]

Please reboot the router, the diagnostics test has completed and as advised router  should be powered and running. 

[GraemeMcD]

Thanks - PM sent 

how do I get the internet connection back on this router as I’m currently not connected??

[GraemeMcD]

Solid orange light on the router and no internet this end….I’m communicating on 4G mobile.

[Philile-TT]

@GraemeMcD I will order a new router to be delivered so that you can check if the issue still persist because the router I will be sending out is the same as the one you currently have, please return the router that is currently plugged on. Please send a private message confirming your address for delivery purposes. 

[Philile-TT]

An automated check is in progress to check if the router is able to connect to the Openreach street cabinet. This can take up to 3 minutes to complete. I'll let you know once it's finished.

[Philile-TT]

As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[Philile-TT]

I'll need to reset your router to defaults. This ensures it is set to it's factory settings and can resolve the dropping connection issue if a temporary problem has occurred on the router. If I'm unable to do this removety I'll need your help to complete this.

[Philile-TT]

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the dropping internet connection issue is resolved, I can assist you in reconnecting to the network.

[Philile-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the connection drops.

If these steps don't resolve the issue then I'll look at other potential causes.

Router checks are currently underway 

[GraemeMcD]

No there haven’t. Struggling to reply to messages as chat room is giving a maximum flood limit reached error 

[Philile-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[Philile-TT]

@GraemeMcD I understand, we should continue with the diagnostics to be granted permission for a new router, the router that you have is most recent. 

[GraemeMcD]

i suspect the problem is the Sagem router, given that the Huawei doesn't drop devices but is now obsolete (as @KeithFrench  has mentioned) and isn't compatible with the Extender I need to use to improve coverage upstairs

[Philile-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[Philile-TT]

I can see you've had connection drops on the line - this will have impacted the devices you use, regardless of whether you use WiFi or a cable to connect.

I need to complete some checks with you to identify and fix the cause - looking at your setup and equipment - as our testing shows no issue with equipment outside your home.

[GraemeMcD]

No - always on

[Philile-TT]

Do you regularly turn your broadband router off? For example, do you switch your router off at night?