Internet dropping out

[Mdm123]

Hi all in the last couple of weeks our Internet keeps dropping out. Have done several speed tests and all say speed is good.  This also happens when watching TV say something on BBC iplayer. It takes ages to load then fails. 

[gavs82008]

@Mdm123 

Have you tried an Ethernet connection?

For wifi have you split the bands? You can also do a factory reset to the router.

https://help.nowtv.com/article/improve-broadband-speed

[Mdm123]

Hi Yes I have checked all the connections and they seem fine. We split the WiFi last year and hard reset our router more than once. Currently tv is frozen trying to watch amazon prime. 

[gavs82008]

@Mdm123 

Are you able to use an ethernet connection or only wifi?

It's worth noting that the router provided by NOW isn't the best so another solution would be to purchase your own one.

[RoyB]

@Mdm123 

When it drops, does the middle light on the router go out?

If so, you have a problem upstream of your router, or just possibly in the cable to the BT Master socket, and you should contact Now Broadband to get this fixed.

If not, you have an issue with your WiFi, which the Now router is famous for, and getting a Sky SR203 off eBay and swapping that in should effect a vast improvement.

Better than the ‘band-split on a broken arm’ Now ‘fix’ anyway.

[Jidokwan3d]

Hi, I have recently switched from SKY to NOW broadband. The internet keeps dropping and re-connecting, its seems to be only momentarily, but causes havoc with devices that are slow to reconnect. The line test says its fine, and all three lights are on. The line was fine with SKY. My computer is connected via ethernet, and it also suffers. I keep getting unable to connect messages on a work program I run. If I get a SKY SR203 box of ebay what do I need to do to connect? Thanks 

[Jayach]

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@Jidokwan3d wrote:
 If I get a SKY SR203 box of ebay what do I need to do to connect? Thanks 

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Absolutely nothing, but if your Ethernet connected  devices are also having problems, I'm not sure it will help.

[Jidokwan3d]

If it worked fine when with SKY, line test says it's all good, it is the same type / speed which is partial fibre. Fibre to box at bottom of the road, then overhead to house. Openreach won't bring fibre up the road at present as a they its a track and nobody knows who owns it. Unless the service from NOW is less than SKY, then must be the router / modem?

[RoyB]

@Jidokwan3d 

Due to the vagaries of broadband installation, despite it still being the same overhead copper run from the cabinet to your property, you may have been moved from one set of terminals in the box to another, and this may be causing the issue,

Or it may be a faulty Now router. The Now router is not as good at WiFi range as the Sky one was; but, as @Jayach points out, if you are getting dropouts over Ethernet, then WiFi range doesn’t come into it. Though a faulty router will likely drop your Ethernet as well as WiFi.

With an intermittent fault, which this sounds like, it’s a crapshoot whether it will happen during a line test and reveal itself or not.

You could get the Sky router, which even if the problem doesn’t stop will be a better router anyway; but don’t take no for an answer from Now; something needs to be looked at, either by Now themselves or by Openreach on Now’s behalf.

And I don’t buy Openreach’s comment that they won’t bring you FTTP because nobody knows who owns the track. To be running copper up there, Openreach must have a wayleave; and they are likely paying somebody a small annual stipend for the privilege.

And even if they don’t know who it is, the wayleave would likely let them run overhead fibre to your property in replacement for the copper. My guess is it’s economics, not technicalities, standing in the way, and it’s worth pressing them on this. Maybe enlist the help of your local MP, or at least your local councillor?

[Jidokwan3d]

Hi, thanks for the detailed response. Would it be of any benefit to spend a bit more a get a better router than the SKY one, or is it capped by the line speed. Crazily a few months ago they dug up pavements and roads at the bottom and top of the track, but wouldn't come down the track for the 20 houses, even though it would have been far easier than digging up roads / pavements.