Connection drops and upstream dropping

[#1]

Hi all,

The last couple of days, my connection to the hub keeps dropping through night. I only realise as most of my devices through up errors when turned on.
After logging into the hub, I can see that it’s dropped and re-connected. Now, since it’s been doing this, my upstream connection has dropped from 20mb to 8.6mb with no sign of it rising again.
Line tests show no errors, but something must be going on.

[#2]

Hi Martin,

I'm really sorry to see you've been experiencing problems. I've tested your line and as you say the tests aren't showing any issues but I can see the drops along with your upload speed having dropped pretty significantly.

We might have to arrange an Openreach engineer to take a closer look, but first is your router plugged into the master telephone socket with the cable we've provided or one of an equivalent length? I'm just checking you aren't using an extension socket or extension cabling between the router and master socket. 

It may also be worth plugging your router into the "test socket" which is found behind the faceplate of the master. There's a rough guide here https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242 although it was written a fairly long time ago so it might be a little out of date. 

[#3]

Hi, thank you for taking a look.

Yea, the router is plugged directly into the master socket, which is relatively new, it was replaced in the last year. Using the supplied cable too.

It does seem weird that the connection is dropping every night and the upload speed has plummeted. It’s been extremely impressive and consistent up until now.

[#4]

Hi Martin, 

No problem and thanks for getting back to me. 

Yeah it is really odd. If you're able to try the test socket and if there's no difference in speed I'd be happy to arrange an engineer to take a closer look for you. 

[#5]

Will do, I’ll get it tested as soon as I can pal 🙂

[#6]

Hi pal. There is no designated test socket behind the front cover. It just clips off. There is a phone socket behind which the front cover clips into, but I don’t have a micro filter to test it out.

[#7]

That is the test socket. You should have a micro filter in the router box - if you still have it!

OR YOU CAN PICK THEM UP IN Argos, diy shops or even super markets. It is worth getting one, those clip on filters can be loose causing drops.

[#8]

Had one in the box 🙂

Just tested using a micro filter. It’s made no difference. The connection dropped again last night, about 2am, and the upload speed is going even lower. Down to 6 now.

[#9]

Do I need to give customer services a ring to get an engineer out?

[#10]

Hi Martin, I can get that sorted for you. Can you let us know your availability in the following slot times please?

Monday to Friday

AM = 08:00 to 13:00

PM = 13:00 to 18:00

Adam

[#11]

Hi Adam.

Next 2 weeks, I won’t be available Tuesday and Wednesday, but the other than those 2 I’ll be available.

[#12]

Hi Martin,

Sorry for the delay, I can see you've phoned us and we've arranged an engineer for tomorrow afternoon.

Let us know how it goes.