Constant ADSL dropoffs; advisers absent

[dandart]

Hi, we are getting condtant ADSL dropoffs, we are having to restart the router sometimes as often as every 5 minutes to maintain internet cnonections.

As you are grossly understaffed I have been unable to get any help using a phone.

It would seem the router lies about being connected (it says it is when it clearly isn't), this may be a problem between the exchange and the main tunnel.

I do not believe it is worth keeping this line if it's going to keep doing this. I only went for this service temporarily for up to a month because I was promised a cable installation at the start of the year but to no avail.

The area reference is 34, if that is any use.

Any hints for me?

Regards

Dan

[Aaron_G]

Hi dandart

sorry to hear you have been having difficulties.  The troubles you have described are generally what a user of the DGN1000 Netgear router would experience on the v19 firmware.

Firstly, are you using a DGN1000 Black Netgear router?  If you are, please follow the update process here.

I can confirm by checking your radius log and running a copper continueity check that the connection has remained 'live' and no sessions had stopped responding, there is no fault. 

On looking at your account ageing I am convinced that your current router is the one mentioned above and assure you once the upgrade has been completed and the equipment has been reconfigured, you should no longer experience this issue.

If you need any assistance with the upgrade dont hesitate to contact our Remote Chat Support team.

**IT MAY BE WORTH MENTIONING WE CAN ONLY OFFER REMOTE ASSISTANCE ON WINDOWS AND MAC OS**

Hope this helps

Aaron

[Aaron_G]

Hi dandart

Were you able to resolve your connectivity issue, on following the firmware upgrade process?

Regards

Aaron