topic Re: Predictable broadband service interruptions in Archived Posts

Predictable broadband service interruptions

Rob_D — Tue, 20 Apr 2021 11:11:21 GMT

Hi, In working from home I have noticed that my broadband falls over at about the same time every morning, approximately at 1000.

I am running an aftermarket Asus DSL-AC68U router with the latest firmware and my logs are saying that is a QoS issue.

Does this look like an issue that can be solved or is this likely to be the exchange being reset everyday?

Re: Predictable broadband service interruptions

XRaySpeX — Tue, 20 Apr 2021 11:16:39 GMT

Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections?

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

Re: Predictable broadband service interruptions

Rob_D — Tue, 20 Apr 2021 12:08:51 GMT

It is just the broadband, I have a wired network set up.

please see my DSL details attached.

Re: Predictable broadband service interruptions

XRaySpeX — Tue, 20 Apr 2021 12:53:54 GMT

Exchanges or cabs are not reset everyday.

Your speeds are well lower than would be expected & the upstream throughput is far too slow. Does that router give any error stats?

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

Re: Predictable broadband service interruptions

Rob_D — Tue, 20 Apr 2021 16:05:13 GMT

Hi, I have done the following:

1) Tested the phone line as you described. The line passes the quiet line check. The face plate was not attached to any internal secondary sockets.

2) I have disconnected the landline phone (as I don't use it at all) and have ordered a new rj-45 to rj-11 cable to replace the micro filter in case that is the source of noise.

I will report back once I have made these changes.

Re: Predictable broadband service interruptions

XRaySpeX — Tue, 20 Apr 2021 16:08:26 GMT

2. A cable can't replace a micro-filter. How you thinking of wiring it?

Re: Predictable broadband service interruptions

Rob_D — Tue, 20 Apr 2021 16:16:07 GMT

I stand corrected and am replacing the microfilter 🙂

Re: Predictable broadband service interruptions

Rob_D — Thu, 22 Apr 2021 10:35:49 GMT

Hi,

I have replaced the microfilter and disconnected the unused phone. I am still seeing the same dropouts occuring.

However the line speed is back up to 45.3Mbps and 14.0Mbps.

I have also emailed the router manufacturer to see if I can get more info out of the router logs, I am seeing a mesh client error constantly every 2 seconds but no more diagnostic information when the connection drops out.

Rob

Re: Predictable broadband service interruptions

Rob_D — Fri, 23 Apr 2021 10:23:42 GMT

The interruptions to my connection have now got worse and are now happening more frequently.

Any ideas on how to report this to get it fixed?

Rob

Re: Predictable broadband service interruptions

Leanne_T — Fri, 23 Apr 2021 11:38:15 GMT

Hi @Rob_D

Thanks for posting on the community.

if you give us a call on 0800 079 8586 our Broadband Care team will be happy to help you get this looked into.

Leanne 🙂

Re: Predictable broadband service interruptions

XRaySpeX — Fri, 23 Apr 2021 11:45:02 GMT

Post the router stats now from the test socket.

What are all the estimates EE gave you when you joined? You'll find them in your MyEE for BB under "My BB Speed".

Re: Predictable broadband service interruptions

Rob_D — Fri, 23 Apr 2021 11:47:59 GMT

I have gone through the 60071 system and it has found a network issue . Which hopefully openreach will fix.

Regards

Rob

Re: Predictable broadband service interruptions

Leanne_T — Fri, 23 Apr 2021 12:16:19 GMT

Let us know how you get on @Rob_D

Thanks 🙂

Leanne.

Re: Predictable broadband service interruptions

Rob_D — Mon, 26 Apr 2021 15:54:37 GMT

Openreach came round today and found it to be a line issue in a cable duct.

The issue is now resolved, I am back with a 60/20 connection.

Many thanks

Rob

Re: Predictable broadband service interruptions

XRaySpeX — Mon, 26 Apr 2021 16:14:13 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.