Internet Keeps Dying At Least Once A Day

[Rick_]

OK, I am starting to get really annoyed now. My connection drops at least once a day, sometimes several times a day and in a short space of time. I have to turn everything off at the wall and leave it for 60 seconds before turning it back on.

I work from home and have regular video calls, presentations and meetings so to be disconnected is embarrassing. To be disconnected 3 times in the space of half an hour when doing a presentation was beyond mortifying. On top of this I have medical equipment that requires a constant connection to the internet to feed important information back to the hospital which obviously can't be done when my connection drops.

Can someone look into this please? I have had rock solid performance from my set up since it was installed in October 2020 and this has only started in the past few weeks but nothing has changed or been added to my set-up, the internet just suddenly has decided to die on me every day at random times. It's really frustrating.

[-tony-]

are the connections that are dropping wired or wifi thats the 1st question

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

[Rick_]

Hi Tony. Everything drops, and I get the flashing light on the front of the router.

I have had to restart the router just before I posted my initial post here this morning so I'm not sure if these figures are helpful.

Downstream
1 331000000 4.6 40 256 qam 25
2 203000000 5.9 40 256 qam 9
3 211000000 5.6 40 256 qam 10
4 219000000 5.6 40 256 qam 11
5 227000000 5.5 40 256 qam 12
6 235000000 5.5 40 256 qam 13
7 243000000 5.3 40 256 qam 14
8 251000000 5.1 40 256 qam 15
9 259000000 5 40 256 qam 16
10 267000000 4.9 40 256 qam 17
11 275000000 4.6 40 256 qam 18
12 283000000 4.6 40 256 qam 19
13 291000000 4.6 40 256 qam 20
14 299000000 4.6 40 256 qam 21
15 307000000 4.8 40 256 qam 22
16 315000000 4.6 40 256 qam 23
17 323000000 4.5 40 256 qam 24
18 339000000 4.6 40 256 qam 26
19 347000000 4.6 40 256 qam 27
20 355000000 4.5 40 256 qam 28
21 363000000 4.5 40 256 qam 29
22 371000000 4.6 40 256 qam 30
23 379000000 4.6 40 256 qam 31
24 387000000 4.6 40 256 qam 32

1 Locked 40.3 6 0
2 Locked 40.9 4 0
3 Locked 40.9 4 0
4 Locked 40.9 5 0
5 Locked 40.9 3 0
6 Locked 40.9 4 0
7 Locked 40.3 4 0
8 Locked 40.3 0 0
9 Locked 40.9 5 0
10 Locked 40.3 6 0
11 Locked 40.3 6 0
12 Locked 40.9 5 0
13 Locked 40.9 4 0
14 Locked 40.3 5 0
15 Locked 40.3 5 0
16 Locked 40.9 5 0
17 Locked 40.9 4 0
18 Locked 40.3 5 0
19 Locked 40.3 5 0
20 Locked 40.9 5 0
21 Locked 40.3 6 0
22 Locked 40.3 4 0
23 Locked 40.3 6 0
24 Locked 40.3 6 0

Upstream
1 46200019 32 5120 64 qam 11
2 39400002 32 5120 64 qam 12
3 53700043 32 5120 64 qam 10
4 60299981 32 5120 64 qam 9

1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

[-tony-]

downstream is fine - a reset/reboot will have zeroed any snr error figures [second page of download] so keep an eye on those and see if they rise

upstream looks low but are you on fttp or coax - the former has lower limits afaik so 32 [i think] is ok for that but for standard coax is low and that could well be the problem

you can ring it in and see what they say - if its coax they should book a tech but may not as they can see thisgs as they want

or wait here for VM - than can take a day or two but you are likely to get better help

[Rick_]

Hi Tony

I have no idea if I am FTTP or coax, how do I find that out?

[-tony-]

---

@Rick_ wrote:
Hi Tony

I have no idea if I am FTTP or coax, how do I find that out?

---

good question - the external omnibox is different - larger for fibre i think - i also think there is power to the external box from inside - other than that not sure - it may say on your account  

post a photo of the external box - the cover may unclip - if it does post a photo of the inside or wait for VM

[Rick_]

I have a large white box on the side of the house where the cable goes in and I have a power supply on the other side of the wall for that, so is that FTTP?

[-tony-]

very much sounds like it = i have not seen a fttp install but looking at images on Google yours looks or sounds the same - in which case 32 on the upstream may be ok - will flag the tread for VM to have a look

[Ayisha_B]

Hi @Rick_

Welcome to our Community Forums and thanks for posting. 

I am sorry to hear your are having some problems with your broadband. A big thanks to @-tony- for helping so far and escalating this to us. 

I have taken a look at the account and can see there are some issues with the upstream signal levels being out of specification. This will need a technician to correct.

I will pop you a PM now so we can get this arranged 🙂 

[Ayisha_B]

@Rick_

Thanks for confirming the details as requested via PM 

I have booked the first available engineer visit for you. Should you find the time and date unsuitable, feel free to re-schedule via your online account. 

Let us know how the visit goes.