Dropping connection

[Gr8Hye]

Hi,

My internet connection keeps dropping every few minutes and it is becoming really frustrating. It was working all fine before and this started about 2 days ago. I have tried restarting the router and refreshing everything but the problem still exists. My whole household relies on the internet as my children have the online teaching but luckily it is half term now.

Can you please advise what can be done and if it can be sorted ASAP?

Thank you

[Anonymous]

Hi @Gr8Hye I'm sorry to hear your having some broadband issues here! Do the drops happen at specific times of day, or has this been a consistent problem since the issue began? It would be great if you could describe what lights are showing on your router, and how many devices you have connected at the moment. 

Since your recent issues, have you also performed a hard reset on your router? You can do this by following these steps; - Place a paper clip or pin into the hole on the back of the Router labelled Reset. - Hold paper clip or pin down for 10 to 15 seconds until all the lights begin flashing and then release. - The router will reboot on its own. Please allow up to 30 minutes for the signal to settle once you've done this, and if you could let us know how you get on, we can advise further from there.

[Gr8Hye]

Hi, 

There doesn't seem to be any specific time of the day but happens every 15-20 mins. We have about 10 devices connected to the router. When the internet is working the power on, internet and WiFi lights are on.

I have done a hard reset as you mentioned below and will have to see if it holds now. I'll let you know how I get on.

Thank you 

[Gr8Hye]

Hi Jack,

I did a hard reset and the problem still persists. It seems to be dropping every 5-10 mins now. This has never happened before.  It is consistently happening now is there something that can be done please?

Thank you

[Anonymous]

Thanks for trying @Gr8Hye. At this point, I'd recommend contacting our social media team here, who will be able to run through some line tests for you check there are no external faults. 

[Gr8Hye]

Hi Jack,

Just a quick update. I redid the factory reset and took all connections off the router and waited for about 10 mins before putting everything back together. I don't know what that has done but it did the trick and the disconnections stopped. 

I have checked the event log and up time and it seems to have stopped doing it and the speeds are very stable as well.

Thanks for your help.

[Tash]

That's great to hear things are sorted for you following @Anonymous's advice 😃

If we can ever help with anything else, you know where to find us. Enjoy the weekend ahead with your speedy service!