Broadband dropping out

[Ptitte]

I've just had an engineer round after a week of most tv channels not working after quickstart setup.  He seems to have sorted the speed issue causing the problem but broadband has dropped out twice this evening requiring a router restart.  Any ideas?

[jbrennand]

Are there any known faults?

Try the “check service,”Area status webpage" (link at top right of this forum)

Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

Also.... are the 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 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?

[Ptitte]

Hi John   there are no known issues in the area. I'm sure it is a connection rather than wifi issue as whenever we have the issue our phones both say 'connected to wifi with no Internet '

[jbrennand]

What happens on an ethernet connected device when you get that message on the pn=hone and what do the Hub lights show/do? What Hub model is it?

[Ptitte]

TBH, the tv box isn't connected by ethernet currently, it was but i realised after the engineer left the cable had vanished. Guess he accidentally gathered it up with his stuff. I've just sourced a new one from a friend so will reconnect when home this evening.  Not sure on the hub model, it has just a single halo light at the top. When the signal drops it slowly blinks white (solid white when working). Each time a hub

restart has worked to fix

[Ryan_N]

Hi Ptitte, 

This is something that we can look into - not a problem at all.

Can you post your Hub status and logs please?

In your search bar on a web browser if you could go to: http://192.168.0.1 or http://192.168.100.1 - if in modem mode.

From that point - please don't log in but press on 'Router Status'

Copy/paste the data from each of the tabs you can see - removing your MAC address from any of the information.

Can you also provide me a wired speed test here: (speedtest.net) and post the results please.

I would also advise to set up a 'Broadband Quality Monitor'. it will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)

Give it around 24 hours once set up so the data can produce and then click 'Share Live graph' and paste the 'Direct Link' on to your post.

Cheers, 
Ryan.