Frequent 10pm disconnects

[#1]

Dropped out again last night around 21:50

Why is this dropping out every 4 days? it was never a problem on my previous broadband package, what was changed when I upgraded to extra?

Performance always slows down prior to connection dropping and router goes from solid blue to flashing orange and then to solid orange and eventually back to solid blue

[#2]

I'm sorry to hear this has happened again @PW75. A though has just occurred to me. Do you know if any of your neighbours are on Fibre? If they are please could you ask them to see if they've experienced any similar issues or not?

[#3]

Hi,

From the neighbours who are on the same overhead line connection telegraph pole as me (16 in total) some are on fibre and have noticed occasional issues. Only one connection doesn't have internet, all the rest are connected.

From the other fibre users who have noticed occasional issues, they don't recall frequency or timings of there issues.

Thanks

[#4]

Hiya @PW75, thanks for getting back with the information. It is certainly strange the pattern that your drops seem to have.

As you have mentioned that this started when you upgraded to Fibre Extra, the only thing that I can think of that could have changed is the stability profile for your connection. I have therefore now placed an order to have this amended to a stable profile, to see if this helps the drops. This should usually complete within 24-48 working hours.

After this point, let us know how things are!

[#5]

Hi,
Sadly the problem persists, Connection dropped 29th October 21:39 & again 3rd November 22:00.
Connection lost for several minutes each time.

[#6]

Hello @PW75

Thanks a lot for reaching out again and for letting us know. I'm sorry to see that your line has occasionally dropped out, though given the frequency of these dropouts, which you'll see on the visual radius below, they wouldn't cross the threshold we have with our suppliers to have a fault raised on the line.

I'll also be attaching my broadband line test which has detected a Bridge Tap. This is usually detected when there are defects with the internal wiring in the property, or the wiring around the perimeter.

Going forward, please have a close look for any visual damage to the internal setup to check for any visual damage, and replace any Ethernet / DSL cables if necessary. All lines can drop out for time to time for reasons beyond our control, such as where he line is situated, weather etc.

In regards to speeds, the test shown below is just a snapshot of a test that I've done today, though an RRT, which shows historical speed data does show that the line is not banded, and that speeds have remained consistent in and around 78-79Mbps for the last two weeks at least.

KBD

GEA Test Detail
Circuit ID	NA	Service ID

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	79.9 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	150.2
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	1
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2021-10-22T16:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	79.9 Mbps	79.9 Mbps	79.9 Mbps
Up Stream Line Rate	19.9 Mbps	19.9 Mbps	19.9 Mbps
Up Time	861.0 Sec	900.0 Sec	899.8 Sec
Retrains	0.0	1.0	0.0

Radius

[#7]

Hi,

Modem is still connected into Test part of master socket, so this eliminates the rest of sockets in the house. It is a new modem and all the new connecting wires and filter were used when installing it.

The internal wiring from master socket to termination box on gable end is in good condition with no damage, the termination box is sealed and security/anti tamper lock is in place. It is then over head cable to telegraph pole which I can see but cannot vouch for condition.

The connection dropped again last night @ 21:37 with the router flashing orange before going a solid orange and eventually returning to blue. ( there was no adverse weather conditions at the time - no wind or rain)

I appreciate that the connection may drop from time to time, however every 3 to 4 days is not from time to time. I never had this problem until I upgraded to Extra.

Is there physical changes made to my connection when upgrading from unlimited fibre to unlimited fibre extra or is it a case of changing profile settings?

[#8]

---

@PW75 wrote

Is there physical changes made to my connection when upgrading from unlimited fibre to unlimited fibre extra or is it a case of changing profile settings?

---

No physical changes are made, it is merely a profile change.

[#9]

Thanks for getting back to us @PW75

I'm sorry to see you're still having issues with your connection after upgrading to fibre extra.

No physical changes are made, but more speed is pushed down your line so if there's a physical problem somewhere then it's going to be more noticeable on a higher speed package as the connection will basically be falling over itself.

I'd recommend we arrange an Openreach engineer visit to investigate further.

Can you reply to the ticket I've logged on your account Here with when you'll be available for one? If you can post back when you've responded, I'll make sure we book the engineer for you as soon as we can.

[#10]

Hi,
Connection dropped again last night around 21:30.
I've had 2 open reach engineer visits this week (second visit to correct fault 1st engineer created), all line tests coming back as normal, master socket changed and all extension sockets disconnected and port reset.
Internet appears sluggish/unresponsive at times on different devices (TV,tablet, phone and pc) however when I've run a speed test it all comes back as normal speeds.

[#11]

Hi @PW7

Still using the Hub One?

Do you have a always ON Windows PC that can be connected to Hub One?

If so it might be a good plan the run RouterStats. Take a look here -> http://vwlowen.co.uk/RouterStatsHub/routerstatshub.htm 

What this does is logs your connection, what's really useful is tracking 'Noise Margin' in real time with an update rate of every ten seconds hopefully it will show up something.

Can't guarantee anything but it might help but it highlight intermittent line drops or swings in Noise Margin.

Dan

[#12]

Hi,
Yes using hub one, no always on pc or connected directly to hub.

[#13]

Connection dropped again, 5 minutes ago.

As usual, nothing is happening at the time connection is dropped. Its every 4 days that connection drops, the time that it occurs has slowly drifted earlier.

What is the way forward with this fault?

[#14]

Thanks for getting back to us @PW75

I'm really sorry to see you're still having connection issues and of the bad experience you've had with the first engineer visit.

Having tested your line today, the tests are still showing a bridge tap so I'd recommend we arrange another engineer.

Could you just confirm your availability by replying to this ticket Here?

If you can let me know once you've responded, I'll ask our suppliers to try to arrange a senior engineer to investigate further.