Lost connectiom

Tina · Mar 27, 2008, 13:11:11

3 times since about 9 PM last night I have lost my connection. Most of the time I just unplugged the router and rebooted, but just now it was down for a good five minutes. Is there a known issue? Thanks for any help

Sebby · Mar 27, 2008, 13:13:24

Is it the connection with IDNet that's dropping, or the connection with the exchange? When you disconnect, does one of the lights go off and start flashing on the router? We need to establish where the problem lies.

Tina · Mar 27, 2008, 13:14:47

Yeah the green light is solid usually, but flashes when I loose connection

Rik · Mar 27, 2008, 13:15:10

If the sync is dropping, Diss, the connection with the exchange, it's usually caused by noise being picked up. However, if you lost connection for five minutes, I'd have to question either BT work on the line, or a faulty router.

Rather than take you through a long question and answer session, I'd suggest you give support a quick ring (0800 0267237) and get them to test the line.

If you're still having problems after that, get back to us and we can start to dissect your wiring.

Tina · Mar 27, 2008, 13:17:08

That would make sense as there was noise on my phone last night .. hope it;'s not my router - I have no dosh LOL

Rik · Mar 27, 2008, 13:18:32

Dial 17070 and select option 2 "Quiet line test", Diss. If you can hear anything more that a background hiss/hum, report it to BT as a voice fault (don't even mention ADSL to them).

Tina · Mar 27, 2008, 13:20:58

OK did that and line is quiet now. Gotta dash out now - got hospital appointment.. blah

Sebby · Mar 27, 2008, 13:22:05

It could well be faulty filters if you haven't had trouble in the past and noticed noise on your line last night. But, like Rik suggests, it might be worth giving support a call.

Rik · Mar 27, 2008, 14:27:16

Hi Diss

I've been doing a little quiet digging. Your line looks good, with a solid sync speed which is retained every time you resync, so if there's no audible noise on the line, that suggests a local hardware fault. Normally, a router will automatically re-connect, so if you're having to re-boot, and especially with a five-minute loss of signal, I'd be very suspicious of the router. Other possibilities include the filters or the wiring/sockets, but these would tend to produce an impact on your sync speed.

If you talk nicely to support, they may be able to lend you a router to eliminate, or confirm, the diagnosis.