Broadband signal keeps dropping.

[#1]

Been struggling with my broadband for several months now with intermittent drop outs. Its annoying as it stuffs up my sky Q connection round the house. I have separated the 2.4GHz and 5GHz signals and I have a passthrough extender to boost the signal round the house. Can someone look at my service and equipment  and advise if anything obvious is wrong

[#2]

@Mawdsc Welcome to the forums. Can confirm whether this is an ADSL or FTTC connection, please?

What self-help actions have you taken?

[#3]

Still on ADSL. We haven't got fibre in the area yet

[#4]

Have split 2.4 and 5GHZ and have a pass through range extender fitted

[#5]

Also my router keeps freezing and won't reset other than pulling the plug out of the back

[#6]

OK - just checking, because the help details are a little different. First things first:- can you please post screenshots of the results of these two sites? BTW Performance Tester  and BT Broadband (making sure the phone number doesn't show)' Also check your phone line is clear - dial 17070, option 2 - after your phone number is confirmed you should hear nothing other than the periodic 'Quiet Line Test' announcement - any other noise, report a phone problem first.

Which modem/router do you have?

[#7]

Just had to pull the plug to reset it but here are the results

[#8]

[#9]

@Mawdsc Those results clearly show you are on Fibre To The Cabinet. Sorry to keep asking for screenshots/data, but as a mere Community member, I can only advise based on what information you can supply.

Next thing I need is your Troubleshooting page - looks a little like the below.

Have you got a result from the 'Quiet Line test'? please.

[#10]

Line is quiet. Where do I get the other info from

[#11]

[#12]

@Mawdsc Thanks for that information. This needs Help Team intervention as you certainly have a broadband problem - the noise margins are a little high, but for some reason, although you look to be on the 80/20 product, your line has been capped at 40/10.

[#13]

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

[#14]

Thanks for your post @Mawdsc and welcome to our Community Forums.

I'm sorry to see you're having issues with your connection. I've tested your line just now and the tests aren't showing any issues with the broadband signal going into your router, and I can confirm you're on fibre.

Do you have any devices such as a laptop or computer you can plug into your router using an ethernet cable to test? 

@jab1 The noise margin is high because the line can get higher speeds than 40mbps download and 10mbps upload but they're capped to this level by the Unlimited Fibre package they've ordered. 

Upgrading to Unlimited Fibre Extra (80/20) will see the noise margin drop and line speeds going up. 

There's no indication from the router stats that they're on 80/20, if you're looking at the maximum data rate, that's the maximum theoretical the line could achieve if the higher speed product was ordered. 

[#15]

@Gandalf Thanks for the explanation. I'll leave it in your capable hands now.