Internet randomly disconnecting everyday

[#1]

Hi all, 

@Brixlon I've checked your account, everything looks fine, assuming you usually connect over WiFi would it be possible for you to try a wired connection to the router to see if the same thing happens?

@Robbie74 It looks like there's a fault, thanks for reporting that with us. 

@VeniVidiFugi Checks don't show anything obvious. Can you try following the checks here please? https://goo.gl/tu2WWu

@stuz10k I've just read through your account history relating to this. Is this happening over a wifi connection only? if not can you try wired for us?

[#2]

So, after replacing my router, changing WiFi bands, changing DNS settings, do you really think I’m stupid enough not to have gone through the standard checks as a matter of course? Getting into contact with companies like yours is so painful that I do absolutely everything I can to avoid it, only doing so once I’m absolutely certain that there’s nothing I can do myself. The patronising attitude you have is deeply insulting, and your continual refusal to answer the question on my account is grounds for legal action.

You say there’s nothing obvious - I agree. So that’s why you need to look for things that are not obvious. You have more access than me, use it!

[#3]

Hi @VeniVidiFugi 

Firstly, allow me to say that nobody here is trying to patronise you at all - i'm really sorry if it's come across that way. I'm sure @adamwalker was merely double checking, as the next port of call for a situation such as this would be to get an engineer involved, and if all of these basic checks have not been done there is higher possibility of a charge being levied against the account should the error be rectified on the visit thanks to one of the aforementioned tests. 

Here is a copy of you RADIUS log for the past 30 days; 

There definitely seems to be something causing these drops, however, our tests are not isolating the reason.

These are mt most recent KBD test results:
 

Test OutcomePass

Test Outcome CodeGTC_FTTC_SERVICE_0000

DescriptionGEA service test completed and no fault found .

Main Fault LocationOK

Sync StatusIn Sync

Downstream Speed40.0 Mbps

Upstream Speed10.0 Mbps

Appointment RequiredN

Fault Report AdvisedN

NTE Power StatusPowerOn

Voice Line Test ResultPass

Bridge TapNot Detected

Radio Frequency IngressNot Detected

Repetitive Electrical Impulse NoiseNot Detected

Cross TalkNot Detected

Estimated Line Length In Metres198.7

Upstream Rate AssessmentVery Good

Downstream Rate AssessmentVery Good

Interference PatternNot Detected

Service ImpactNo Impact Observed

Home Wiring ProblemNot Detected

Downstream Policing Discard Rate0.0

Customer Traffic LevelUpstream and Downstream Traffic Detected

TechnologyVDSL

Problem Explanation: [NF507] No issues have been identified in the BTW network.
Resolution/Recommendation: KBD tests indicate no BTW network fault. Please perform all CP and End User checks. BTW Performance/Speed test has not been run. 

If you are still experiencing this issue - can I please suggest you raise a fault here and let us know when you have done this? 

We can then progress forward accordingly

Thanks,

MoR 

[#4]

So I gave it a week and monitored the connectivity. its been fine bar one time disconnecting but then moments later it reconnected on its own. I've had issue with some of my devices not connecting to the internet when using the 5ghz however half the time it was the device messing up or i needed to restart the router. otherwise no problems and I want to thank you all for your help.

[#5]

Hi just an update, Its been over a week since a new router was sent out to me and the issue of entering the password on a daily basis has been resolved. Which is a good thing, only issue is connection to the laptop has been sketchy but will try the settings and see if anything changes 

[#6]

@mjlacey74, no problems, let us know if you need any further assistance.

@Robbie74, glad to hear the issues are (partially) resolved. Let us know how the diagnostics go.