by Catrine30 Investigator
Investigator

Internet going off every couple of minutes

Hi I'm a new customer and just had my broadband activated this morning. Everything was working brilliantly until around 7pm when the internet kept restarting every 2 minutes. I've followed all the steps via the leaflet and online to no avail. As I'm typing the internet has cut off yet again so will have to wait around 2 mins for it to be on again. Thought I would ask for help here before I phone up tomorrow. I know the line can fluctuate for 24hrs but surely the internet should not be going off at 2 minute intervals. I know nothing about internet jargon so I will post up all relevant information requested from the broadband fix thread. Any help will be appreciated, even if it's to advise that it's normal. Just want to know when or if it's going to sort itself or will I require help from support. Thanks in advance 😊Screenshot_20171009-212037.pngScreenshot_20171009-212115.pngScreenshot_20171009-212439.pngScreenshot_20171009-215743.pngScreenshot_20171009-221004.png

7 REPLIES 7
by Grand Master
Grand Master

Re: Internet going off every couple of minutes

Please copy & paste DSL Status page to here. That image is straining my eyes :(.

 

There is no record of any discons there. Are you keep rebooting it? Please don't! It makes it think it's noisy.

 

Try plugging your router into the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets? Are there any wires connected to back of faceplate?

Post the router stats & Uptime when plugged into test socket.

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

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Catrine30 Investigator
Investigator

Broadband going off every two minutes

Hi I'm a new customer and just had my broadband activated this morning. Everything was working brilliantly until around 7pm when the internet kept restarting every 2 minutes. I've followed all the steps via the leaflet and online to no avail. As I'm typing the internet has cut off yet again so will have to wait around 2 mins for it to be on again. Thought I would ask for help here before I phone up tomorrow. I know the line can fluctuate for 24hrs but surely the internet should not be going off at 2 minute intervals. I know nothing about internet jargon so I will post up all relevant information requested from the broadband fix thread. Any help will be appreciated, even if it's to advise that it's normal. Just want to know when or if it's going to sort itself or will I require help from support. Thanks in advance 😊
by Grand Master
Grand Master

Re: Broadband going off every two minutes

@Catrine30: I've already answered you in this, your original, thread.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Catrine30 Investigator
Investigator

Re: Internet going off every couple of minutes

I was with bt last week and never had an issue with connecting to the net. I will check the test socket but the phone line seems fine with no interference my landlines also been switched to ee.
by Catrine30 Investigator
Investigator

Re: Internet going off every couple of minutes

DSL STATUSThis page shows information about your DSL connection. If you are using Fibre/Ethernet Broadband then this page is not applicable. STATUS ConfiguredCurrentLine Status--UPLink Type--Interleaved PathOperation ModeAutomaticG.992.1 (G.DMT) DATA RATE INFORMATIONUpstream448 (Kbps)Downstream5216 (Kbps) DEFECT/FAILURE INDICATIONOperation DataUpstreamDownstreamNoise Margin23.0 (dB)8.5 (dB)Line Attenuation23.0 (dB)38.5 (dB) Indicator NameNear End IndicatorFar End IndicatorOutput Power12.3 (dBm)19.9 (dBm)Fast Path FEC Correction----Interleaved Path FEC Correction9227721761Fast Path CRC Error----Interleaved Path CRC Error01711227Loss Of Signal Defect00Fast Path HEC Error STR----Interleaved Path HEC Error11711770062Error Seconds27530 STATISTICSReceived Data183870 (Kbits)Transmitted Data72198 (Kbits)
by Catrine30 Investigator
Investigator

Re: Broadband going off every two minutes

Sorry must have posted twice due to internet going off again 😣😣 I will test the main socket but like I said I was with bt last week and no problem. Phone line seems fine but will check it also. My landline provider is ee also.  I've managed to cut and paste info 
DSL STATUSThis page shows information about your DSL connection. If you are using Fibre/Ethernet Broadband then this page is not applicable.STATUS ConfiguredCurrentLine Status--UPLink Type--Interleaved PathOperation ModeAutomaticG.992.1 (G.DMT)DATA RATE INFORMATIONUpstream448 (Kbps)Downstream5216 (Kbps)DEFECT/FAILURE INDICATIONOperation DataUpstreamDownstreamNoise Margin23.0 (dB)8.5 (dB)Line Attenuation23.0 (dB)38.5 (dB)
Indicator NameNear End IndicatorFar End IndicatorOutput Power12.3 (dBm)19.9 (dBm)Fast Path FEC Correction----Interleaved Path FEC Correction9227721761Fast Path CRC Error----Interleaved Path CRC Error01711227Loss Of Signal Defect00Fast Path HEC Error STR----Interleaved Path HEC Error11711770062Error Seconds27530STATISTICSReceived Data183870 (Kbits)Transmitted Data72198 (Kbits)


Sent from my Samsung Galaxy smartphone.
by Grand Master
Grand Master

Re: Broadband going off every two minutes

Thanks. Is that now from the test socket? It's slower than before & there are a lotta errors.

 

You need to run from the test socket & post full router stats & Uptime and do the QLT.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
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