topic Re: Re: Broadband keeps dropping frequently, logs say DSL Link Down many times a day in Broadband & Landline

Re: Broadband keeps dropping frequently, logs say DSL Link Down many times a day

copey5446 — Fri, 29 Sep 2023 18:48:39 GMT

II’m having the same issues - suddenly started happening a few days ago.
Engineer has been to visit done all the tests changed our socket all to no avail. The dsl signal keeps dropping.
I am convinced it is their end and the call is still open.
feels like a CEO complaint needs to be made.

Re: Re: Broadband keeps dropping frequently, logs say DSL Link Down many times a day

XRaySpeX — Fri, 29 Sep 2023 18:52:48 GMT

@copey5446 : Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

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:

For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

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: Re: Broadband keeps dropping frequently, logs say DSL Link Down many times a day

copey5446 — Fri, 29 Sep 2023 19:01:58 GMT

im getting a dsl link down message

when it’s up the speed is fine 60 Mbps down an 16 up which I’m happy with.
so it’s the bb into the router that keeps dropping once it’s connected all of the Wi-Fi and wired connections are fine.
im away for a couple of days now but when I’m back I will share the smart hub technical log. Feels odd that this has just started happening after having pretty uninterrupted service for many years.

Re: Re: Broadband keeps dropping frequently, logs say DSL Link Down many times a day

Mustrum — Fri, 29 Sep 2023 21:36:58 GMT

@copey5446 Did the dsl link down message show when the engineer was there?

How often are they happening?

Is it wet and/or windy outside when it happens?

Is your phone line noisy when the drops are happening?

Intermittent faults can take more than one visit to find and rectify.

Have you let the broadband care team know, and are they sending another engineer?