Intermittent issue

[mrglwatson]

Every few days, at different times of day our internet stops working.

when I ring 150 and report it the tests are run and I get the message there is an intermittent issue.

this has been going on now for a good few months and the issue is not going away.

can anyone offer any help?  I’ve checked all the connections, they seem ok.

As the issue is affecting all my devices, it must be the router or further up the line.

[jbrennand]

Check for known faults and fix times

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

2) 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.

[David_Bn]

Good Afternoon @mrglwatson, thanks for your post on our Community Forums, and I'm sorry to hear of the issues with the services recently.

I've looked into the local area and can confirm that no outages appear to be present.

Can you possibly set up a broadband quality monitor to report back to us, so we can get a better idea of the connection issues you're experiencing?

Kindest regards,

David_Bn

[mrglwatson]

after installing I get this message

[newapollo]

Hi @mrglwatson 

It looks like you've clicked on the Firebrick icon at the bottom of that page and installed ControlUP

You should uninstall that as it's not needed.

Instead you should click on Create a  New Monitor (it's free)  on the page you were linked to.

[mrglwatson]

thanks,

hopefully i have set that up now.

[Adri_G]

Hi there mrglwatson, thanks for posting and sorry to hear of the issue with your service being intermittent.

Could you please let us know if this is still an issue for you or if you managed to resolve it since your last post here?
Also, have you managed to get the BQM graphs as requested above (broadband quality monitor) so we can get a better idea of what the issue is?

Please, let us know and we're happy to best help you in case you need us.

[mrglwatson]

here is the current graph.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/99840ad961ad586ea20ed39d7a0f5d072bc19252

[Natalie_L]

Hi meglwatson, 

Thank you for your reply and for providing the link to your BQM. 

Off the back of your BQM, I have taken a look at the service from our side and currently, the device appears to be running within specification. 

Have you completed a pin hole reset on the equipment before? If not, we would recommended taking a look here for information on how to complete this. 

Let us know how you get on. 

Thanks, 

[mrglwatson]

Its been running fine since I reported the issue, so I am going to continue to monitor it.

Regards

Gary