Connection keeps going down

[bethcat]

Hi, over the last couple of weeks- our connection keeps going down. It goes down for 5 or 10 minutes at a time. 

please could someone look into this? The last time it happened like this - it got more and more regular and took a lot of escalation as it was a fault on the network 

[Cardiffman282]

Check for local faults on 0800 561 0061 

[bethcat]

There are no faults in the area, when it goes down even if I can use my mobile data (signal is awful here) the website says there are no faults, and it blames my internal gear (which can’t be right as it is losing connection to the outside world from the router).

should I raise a complaint then if it keeps happening?

[Megan_L]

Hi BethCat, 

Thanks for your post and welcome back to our Community Forums!

Sorry you're having this issue with your connection, I completely understand how frustrating it can be when everything else is saying that it's fine 😥 

I've checked your service on my side and can see some issues with disconnections, but your Hub specs and speeds are absolutely fine. 

In order to help further, could you tell me whether the disconnections you've mentioned happen via WIFI, ethernet cable connection or both please?

You mentioned "Internal Gear" does this mean you're using a third party router whilst having your Hub in Modem Mode? If so, this could be skewing our diagnostic readings, so whilst we're trying to fix this issue could you remove the third party router and pop the Hub back into Router Mode please? 

Thanks,

Meg

[bethcat]

Hi, it happens with everything. When the disconnections happen the hub light changes, the phone goes dead too. It usually is white when everything is ok. When it’s down it’ll flash red. (At least I think it was flashing and not solid when I looked before)

we do use an eero for WiFi but the router is not in modem mode. As far as the hub is concerned it’s just another connected Ethernet device. I can’t disconnect them because then I won’t have a good enough WiFi speed for working from home upstairs I’m afraid. But I’m fairly confident the problem isn’t with them. 

I don’t know if it’s been more stable the last few days? 

[Martin_N]

Thank you for that information. How has the service been since your last post?

^Martin

[bethcat]

It seems to have been better as far as I have noticed in the day thanks. Have the logs been better your end?

[Ashleigh_C]

Things look to be OK on our end @bethcat I can see a few disconnections but nothing to cause concern.

Are you able to keep us updated? 

[bethcat]

I can do. It’s important we don’t go back to when we had regularly daily disconnections due to working from home. But it had been ok recently as far as I can see. 

[bethcat]

It’s just come back after going down again. 

The hub flashed red while it was down.