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Hutty11's avatar
Hutty11
Joining in
2 years ago
Solved

Broadband signal keeps dropping

Hi, I've had the service for little over a month and the broadband is constantly dropping out. 

I have a very unhappy family as we had no problems with previous supplier. 

Any chance I could book an engineer please? 

  • Carley_S's avatar
    Carley_S
    2 years ago

    Hi Hutty11 

    Welcome to the community forums 

    Sorry to hear you're having issues with your broadband at this time. 

    I have checked the systems at our side and cannot see any issues that might be the cause for this. 

    Do you notice the drop outs over any wired devices or is it only over your WiFi connected devices? 

    Is the issue on multiple devices or just affecting the one? 

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago
    Hutty11 wrote:

    Hi, I've had the service for little over a month and the broadband is constantly dropping out.  

    Are you sure that the broadband is dropping out  -or is it just the wifi connection that is dropping ?

    So, are your connection issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

    What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Hutty11 

    Welcome to the community forums 

    Sorry to hear you're having issues with your broadband at this time. 

    I have checked the systems at our side and cannot see any issues that might be the cause for this. 

    Do you notice the drop outs over any wired devices or is it only over your WiFi connected devices? 

    Is the issue on multiple devices or just affecting the one? 

    • Hutty11's avatar
      Hutty11
      Joining in
      2 years ago

      Hi,

      It's happening over WiFi on multiple devices. We have gone through the online troubleshooting but nothing has worked so far. 

      • Zach_R's avatar
        Zach_R
        Forum Team (Retired)
        2 years ago

        Hi Hutty11,


        Can you clarify the troubleshooting you've performed thus far?

        Is there a pattern as to when the drop outs happen? For example, is it happening at around the same time each day? Is it only happening on certain devices? Is it only happening within certain areas/rooms of the home?

        Thanks,
         

  • ns006m's avatar
    ns006m
    Tuning in
    2 years ago

    You need to go hardwired and switch the router to modem only.

    I had the same problem, 3 engineer visits, all connections changed inside and out, a hub change and was still getting disconnects. I cured the problem by putting the router into modem only mode. Not had a disconnect since.