topic Re: 24 hrs of outages in Broadband & Landline

24 hrs of outages

chrisd0407 — Tue, 08 Aug 2023 12:20:29 GMT

IPSWICH IP3 - Had several outages in the last 24hrs. Some sessions lasting no more than 10 mins, the odd one 45 mins. Windows network reset, router reset, checked for viruses, even went VPN for a while to see if my IP was beeing targeted. Any known problems in this location?

Re: 24 hrs of outages

Mustrum — Tue, 08 Aug 2023 12:52:28 GMT

@chrisd0407 are you on full fibre or still on a phone line?

If the latter, is your phone working OK and is the line quiet? Dial 17070 option 2.

Do the lights o the router change when you have these outages?

Have you reported a fault to the Broadband Care Team?

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Re: 24 hrs of outages

chrisd0407 — Tue, 08 Aug 2023 13:04:38 GMT

Hi Mustrum

Am fibre via phone line. Landline okay and the line quiet. No lights on the router other than the one large one on the front which, no surprise, turns red. At the moment this my only report. The network status reports no problems in my area, but then when you continue to report one, you can't get passed its insistance on entering an EE mobile number. Not a service I have. That is something else that needs looking at for customers.

Re: 24 hrs of outages

Mustrum — Tue, 08 Aug 2023 13:06:33 GMT

@chrisd0407 that checker is for the mobile network, not landline/broadband.

Re: 24 hrs of outages

chrisd0407 — Tue, 08 Aug 2023 13:12:27 GMT

If there's another link where I can continue to report it, please. provide.

Re: 24 hrs of outages

Mustrum — Tue, 08 Aug 2023 13:15:22 GMT

@chrisd0407 there is no link, just use the numbers and speak to them.

Re: 24 hrs of outages

XRaySpeX — Tue, 08 Aug 2023 13:39:50 GMT

If it is a neighbourhood issue, you could consult BT Service Status to see if any faults are being attended to in your local area.

Re: 24 hrs of outages

chrisd0407 — Tue, 08 Aug 2023 15:46:42 GMT

Thanks to both for your help. So anyone else reading this thread can learn from the process am posting here. The BT Service link is useful as you TEXT it and it automatically runs test, in my case transfered to an EE text number. If you still need service after it does its checks, a text of GUIDE back initiates a call back to your mobile from EE to start analysis. They called me back very quickly & sounded very knowlegable. Sent off two packets of data, one to the modem, and one to my cabinet (didn't know they could do that) & perhaps crucially identified one area of the possible problem was my immediate surroundings was a bit data congested, so put me on another channel. We are giving it 24-hours (it has gone down again while writing this) and provided his personal email so we can pick up tommorrow if need be. Fingers crossed.

Re: 24 hrs of outages

chrisd0407 — Tue, 08 Aug 2023 17:20:48 GMT

** The basic line test then gives a TEXT number to follow up I should have said.

Re: 24 hrs of outages

Jon999 — Wed, 09 Aug 2023 06:50:01 GMT

Good morning.

Is your broadband back up and running? As I woke this morning to find my broadband has gone down without warning.

Re: 24 hrs of outages

chrisd0407 — Wed, 09 Aug 2023 08:02:30 GMT

Unfortunately not, but our problems are likely to be different. I am still getting frequent disconnects, about half a dozen this last two hours. My networking knowledge is limited but I just had a look at my router logs which are showing a lot of overnight Multicast event client join group (which I have seen on here can be a problem) & have just discovered most are coming from a netgear wifi extender I have in my roof space connected to a CAM outside. Had problems with it anyway so I dissconected the setup. Was trying to connect while I was having another outage.

I guess my question is, "could this have been causing my regular outage problems" ? If my next session lasts longer than an hour I'm hopeful.

EDIT. Short answer, NO. Outage 10 minutes later.

Re: 24 hrs of outages

Mustrum — Wed, 09 Aug 2023 08:54:34 GMT

@chrisd0407 if you are looking at router logs, are you able to use the filter and just show the WAN log. From them you should be able to see how often and for how long the drops are.

Unless you can tie the multicast events directly with WAN drops they are unlikely to be the cause of your issues.

Re: 24 hrs of outages

chrisd0407 — Wed, 09 Aug 2023 09:32:00 GMT

Didn't spot the filter which might come in handy. Appears to be correct re the multicast events, had several outages since my 9am post. I will be getting back to the engineer who called me yesterday but will leave for a couple of days (in the hope it might correct itself) as am away all day tomorrow.

Re: 24 hrs of outages

XRaySpeX — Wed, 09 Aug 2023 11:38:54 GMT

@Jon999 : Unless you live in same area as OP your BB issue will have no connection with theirs but specific to your own line.

If it is a neighbourhood issue, you could consult BT Service Status to see if any faults are being attended to in your local area.

Re: 24 hrs of outages

chrisd0407 — Wed, 09 Aug 2023 16:40:52 GMT

Still having the same problems which I will pick on the the enginer on Friday. Before I dissapear for the best part of 36hrs, is there any merit in upgrading my router, to say what it calls it's new Smart Router on the EE website? Mine is the previous grey model I have had since 2018. Only reason I ask is that Openreach full fibre cabled between polls about a month ago on my road and I just wonder if any service tweaks might have resulted in problems with older routers.

Re: 24 hrs of outages

XRaySpeX — Wed, 09 Aug 2023 16:45:02 GMT

Doubt it but which old router do you have?

If you get Full Fibre, you can use any router; it doesn't need a modem.

Re: 24 hrs of outages

chrisd0407 — Wed, 09 Aug 2023 16:51:42 GMT

This one.

This one

Re: 24 hrs of outages

XRaySpeX — Wed, 09 Aug 2023 17:49:34 GMT

That's a Smart Hub. No point in switching to the white Smart Router unless you move to G.Fast BB.

Re: 24 hrs of outages

chrisd0407 — Fri, 11 Aug 2023 21:43:18 GMT

Last 24hrs. Rock solid connection. I'm guessing it might have been related to my line not coping with data throughput. The router was showing around 50Mbps download sync speed & all the subsequent outages. Now it's been reduced to 42Mbps & a slightly lowered upload sync.

Re: 24 hrs of outages

Mustrum — Fri, 11 Aug 2023 21:48:19 GMT

@chrisd0407 no that would not be related to data throughput.

DLM will have reduced your speeds to try and maintain a stable service.

You may be lucky and it will stay like that, but if there is an intermittent fault chances are it will come back until the real reason is found and rectified. A joint being moved by the wind and/or rain on top of a pole or any number of things could be the cause.

Hopefully it does not come back any time soon though..