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Message 1 of 6 (136 Views)

Internet drops every ten minutes for 1-2mins

For the last 2+ days my Internet keeps disconnecting every ten minutes for 1-2minutes at a time 

ive reset my router (unplugged completely and reset button) numerous time but it hasnt helped at all ive been trying to contact support all day but because theres other faults in the area they wont put me through

does anyone have any advice or solutions please?

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Message 2 of 6 (95 Views)

Re: Internet drops every ten minutes for 1-2mins

Still no change or response i will post my downstream and upstream below and see if anyone can hep then


Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A 2.0
Channel ID 18 N/A N/A 17
Frequency (Hz) 39400000 N/A N/A 46200000
Ranging Status Success N/A N/A Success
Modulation 16QAM N/A N/A 16QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 42.50 N/A N/A 43.50
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0


Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 243000000 235000000 251000000 259000000 267000000 275000000 283000000 291000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 2 1 3 4 5 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) 3.64 3.79 3.41 3.36 3.31 3.57 5.34 5.11
RxMER (dB) 37.94 37.36 37.64 37.36 38.26 38.26 39.40 39.40
Pre RS Errors Reset Counter 337 543 336 292 289 297 309 306
Post RS Errors Reset Counter 285 278 307 287 288 296 309 305
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Hero
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Registered: ‎29-01-2011
Message 3 of 6 (76 Views)

Re: Internet drops every ten minutes for 1-2mins

wired or wireless?
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Fibre optic
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Registered: ‎27-04-2013
Message 4 of 6 (70 Views)

Re: Internet drops every ten minutes for 1-2mins

your stats look relatively well to be honest, might be to do with the area fault? but do check if the problem occurs on a wired connection as this could be wifi interference.
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Forum Team
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Registered: ‎23-11-2011
Message 5 of 6 (58 Views)

Re: Internet drops every ten minutes for 1-2mins

Hi Ess96,

I'm honestly sorry about your intermittent broadband service and suspect that it has developed into a totally offline service since posting. I have just checked and see that there are a number of offline modems linked to a specific  CAB and that a network engineer has been assigned to investigate.

The reference for this fault is F005372866  and I have fully noted this on your account. If the mobile number we have for you is current then you should receive text updates on the issue. But we'll happily keep you informed via this Forum too. 

Really sorry for the inconvenience but I'm confident of a fix very soon. I'll check back later and shall post if an update has been provided. If not I'll be in touch tomorrow afternoon.

Kind regards,


Jen
Forum Team



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Forum Team
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Registered: ‎23-11-2011
Message 6 of 6 (33 Views)

Re: Internet drops every ten minutes for 1-2mins

Hi Ess96,

I have just checked the fault ticket again and it was closed earlier today. Faulty hardware, our side, was located and replaced and everything now appears to back to normal.

Apologies for the inconvenience and do please let us know if you have any other issues you'd like our help with.

All the best Smiley Happy


Jen
Forum Team



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