by Drifty Established Contributor
Established Contributor

internet keeps disconnecting

Hi internet keeps disconnecting getting annoying now 

 

 

https://www.thinkbroadband.com/speedtest/1498564213579446455

 

https://availability.samknows.com/broadband/exchange/SDPCNTC

 

DSL status

 

Systerm Log

 

as you can see it says in systerm log

 

12:40:21, 27 Jun. PPP connection down (FIBRE)

been doing this for a while now

 

Any Help

Thanks

47 REPLIES 47
by
EE Employee

Re: internet keeps disconnecting

Hi @Drifty and welcome to the community.

 

I'm sure @XRaySpeX will be able to assist once he logs in.

 

Many thanks,

 

Lee

by Grand Master
Grand Master

Re: internet keeps disconnecting

I'd like to see the System Uptime from the top of the System Log page, before you do any of the other steps in this post.

 

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 when plugged into test socket. Leave it running a few days & then repost them.

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 Drifty Established Contributor
Established Contributor

Re: internet keeps disconnecting

I rebooted the router before you post but this is what on top system log
 
System Uptime is: 06:17:52
Current Time/Date is: 19:21:27 27 Jun

 

my split faceplate looks nothing like the picture how ever I was able to take the split faceplate off and plug in to the one socket it had.

I'll Leave it running a few days.

 

 

Trying the BT Quiet Line Test I can't do that i'm deaf so I dont use the phone.

 

Thanks

by Grand Master
Grand Master

Re: internet keeps disconnecting

Thanks.

 

Does your master socket look like How to access test socket on Openreach master socket ?

 

I'll always need the Uptime at the same time as any router stats. It's for assessing rates of errors.

__________________________________________________________________________________________
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 Drifty Established Contributor
Established Contributor

Re: internet keeps disconnecting

here is a picture of my box

 

my openreach box

 

and since my reboot on router it has droped 2 mores

but have not drop yet since I done what is showen in the picture.

by Grand Master
Grand Master

Re: internet keeps disconnecting

Ah, that's the most modern master socket with 2 lugs.

 

Since you did what that is shown in the picture? Plugged into the test socket?

__________________________________________________________________________________________
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 Drifty Established Contributor
Established Contributor

Re: internet keeps disconnecting

yes since i plugin the test socket it have not disconnect yet we see what happens over the next 5 days

by
EE Community Support Team

Re: internet keeps disconnecting

Morning @Drifty

 

Let us know how you get on 🙂

by Drifty Established Contributor
Established Contributor

Re: internet keeps disconnecting

It done it again

 

System Uptime is: 31:22:53
Current Time/Date is: 20:26:12 28 Jun

 

System Log

 

DSL Status

 

by Grand Master
Grand Master

Re: internet keeps disconnecting

I'm afraid I can't see anything causing this as you're running from the test socket, but is it actually causing you any problems?

 

FYI: The System Log doesn't tell us anything that

Loss Of Signal Defect   4   0

doesn't.

 

 

4 discons in 31 hours is a bit on the high side but should be bearable.

__________________________________________________________________________________________
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 Drifty Established Contributor
Established Contributor

Re: internet keeps disconnecting

Hi

Yes keeps droping ever thing on computer and xbox live I cant play games and stream live to viewers with it keep dropping all the time

 

Thanks

David

by Drifty Established Contributor
Established Contributor

Re: internet keeps disconnecting

Lost internet all night last night

by
EE Community Support Team

Re: internet keeps disconnecting

Hi @Drifty,

 

Is your internet still down?

 

Thanks

 

James

by Grand Master
Grand Master

Re: internet keeps disconnecting

Without seeing your router stats + Uptime cannot comment further.

__________________________________________________________________________________________
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 Drifty Established Contributor
Established Contributor

Re: internet keeps disconnecting

no james it back up this morning when i made the post

It went off line around 12.30am last night

 

Thanks

David

by Drifty Established Contributor
Established Contributor

Re: internet keeps disconnecting

Hi Ray

 

Here dsl status

Here system Log

and here the 

System Uptime is: 07:23:45
Current Time/Date is: 15:04:41 29 Jun
 
Thanks
David
 
 
by
EE Community Support Team

Re: internet keeps disconnecting

Thanks for providing these @Drifty.

 

@XRaySpeX do you have any information that could help @Drifty?

 

Thanks 🙂

by Grand Master
Grand Master

Re: internet keeps disconnecting

No, it all looks OK. There have been no discons in the last 7 hours.

 

Are you still running from the test socket?

__________________________________________________________________________________________
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
EE Community Support Team

Re: internet keeps disconnecting

Thanks @XRaySpeX

 

Is this still disconnecting for you @Drifty?

 

Thanks 🙂

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