on 29-09-2019 08:01 PM
After numerous tests ,an engineer coming out and a new modem I'm still having constant disconnecting from lan and wifi.
The ps4 on lan stops mid games
Amazon echo goes red and tells me it can not connect. Wifi
Hudl 2 (tablet) watching videos will disconnect on wifi.
I keep getting told there is no problem on the line.
The engineer said they have had a number of problems with the wires on the telegraph pole.
If I dont get this sorted soon I'm not renewing my contract in Nov
on 22-10-2019 10:28 AM
on 17-10-2019 11:03 AM
I've had a good look at the line from here and ran a few further tests.
I'm showing the AC balance on your line is very low.
This will need a line engineer arranging.
I'll drop you a PM with the info required.
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
on 17-10-2019 04:33 AM
on 14-10-2019 09:12 AM
Thanks for the update. I've re-checked the connection stats again now and the connection still looks stable since 06/10. Just to confirm, is the telephone number in your community profile correct? Please do not post any personal information on the Community.
on 09-10-2019 10:00 AM
OK I've checked the logs and they're not showing any unavailable seconds since the 6th. Could you monitor for 24 hours and let us know if you experience any more disconnections. Could you please also check if the lights change on the router when the connections appears to drop
on 09-10-2019 09:28 AM
Thanks for the information, I'll take a look at the Openreach connection logs to see if I can see any interruptions to your internet connection. I'll get back to you
on 09-10-2019 07:39 AM
I've re-run the line test again which is still clear and the connection looks stable since 06/10. Is the TV connected via powerline adapters? Do any other devices also lose connection?
on 09-10-2019 02:08 AM
That's what he said not only that but them engineer who came to my house said they are having problems with that pole. As I say it's a replacement router.
Today not been as bad but it's still disconnecting that I noticed today around 4 times that I seen. But when you said day before yesterday only showing was it twice. That's definitely not right.
on 08-10-2019 09:24 AM
I'm sorry for any inconvenience caused by this issue. If the condition of the box on the pole was causing problems with your service then we would expect to see issues showing in the line tests but the tests are passing, there's no interference showing, and your router is in sync at 80Mbps.
If you're speeds are fluctuating can you run a couple of speed tests at least 10 minutes apart on the My Account speed checker on a device connected by Ethernet cable to your router (can you try to make sure that no other devices/applications accessing the internet at the time)
on 08-10-2019 08:49 AM
on 08-10-2019 08:41 AM
Thanks for the information, line tests are passing and show no reconnections yesterday, one on 6th and two on the 5th.
Have you tested with a second router?
on 07-10-2019 05:21 PM
on 07-10-2019 11:21 AM
on 07-10-2019 11:00 AM
on 07-10-2019 10:38 AM
I'm sorry to hear this and I'll take a look now. I've run a test on the line which hasn't detected a fault. Just to confirm, are you experiencing any issues with the voice service such as noise on the line? I can see a few re-connections on the line. Just to confirm, how often is the connection dropping at the moment? Does it seem to be weather related at all?