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dan223
Mentor

Internet connection drops

As of recently my internet connection seems to drop every few days. By drops I mean the actual connection goes down (not WiFi) see router logs below, I’ve removed the mac/IP etc. There seemed to be an few hours outage a few weeks ago in the area in the early morning, which affected someone else I know with sky on the same exchange. Since then my internet connection seems to drop every few days. This connection has otherwise been pretty stable for many years. Since it isn’t a problem right now I don’t see anyway to raise this directly with now.

 

Jan 23 15:41:48 syslog: [954506.101000] Line 0: VDSL2 link down
Jan 23 15:41:50 syslog: Clear IP addresses. IP connection DOWN.
Jan 23 15:41:50 syslog: [954508.248000] Line 0: xDSL G.994 training
Jan 23 15:42:05 syslog: [954523.254000] Line 0: VDSL G.993 started
Jan 23 15:42:18 syslog: [954535.674000] Line 0: VDSL2 link up, Bearer 0, us=19999, ds=79999
Jan 23 15:42:18 syslog: [954535.679000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
Jan 23 15:43:05 syslog: ptm0.1 - WAN link UP.
Jan 23 15:43:05 syslog: Received valid DHCP lease from server. Connection UP.
Jan 23 15:43:05 syslog: Connection Up. SNO/MAC/IP/SWVER: [XXX]
Jan 23 15:43:06 syslog: VCOP agent started.

 

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19 Replies
gavs82008
Legend 5
Legend 5

Re: Internet connection drops

@dan223 

Give the broadband a call to get it sorted.

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

How to submit your complaint:

  • Give us a call on 08007591213 to speak directly to a NOW advisor.

Sorry for not being much help as I’m a customer like you and don’t have broadband with NOW.

FYI that I do not work for NOW, just a NOW customer trying to help
BenD
Scholar

Re: Internet connection drops

I've had the same issue, although mine drops multiple times per hour, since 6 December 2021. 8 OpenReach engineers out to do various things but none of them so far can find the issue. We've tried 3 Now TV Hubs too and no solution. It's actually unbelievable...

gavs82008
Legend 5
Legend 5

Re: Internet connection drops

@BenD 

Might not be an issue with your line, but an issue further afield? 

 

Keep pestering support until its resolved.

FYI that I do not work for NOW, just a NOW customer trying to help
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dan223
Mentor

Re: Internet connection drops

Unfortunately these things seem to be very hard to troubleshoot as it isn't a constantly down, and if you are the only one experiencing it.

 

Mines been up nearly 5 days in a row now without a drop, I spoke to Now, they raised it with the "network team", not sure if anything has been done, they are suppose to get back to me today.

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BenD
Scholar

Re: Internet connection drops

@dan223 so we had a 9th engineer visit today on a particularly bad day for drop outs. He saw critical errors on his handheld machine, but after testing all the lines found no errors as usual. He went to lunch and my internet dropped again, so he finally decided to do a "lift and shift" at the connection box down the road on to new "equipment"...after almost 8 weeks, i now have a steady connection, and no further drop outs or apeed reductions. Not holding my breath, but this is the best progress with my issue since 6 December 2021.

dan223
Mentor

Re: Internet connection drops

Hopefully it’s sorted for you, this is the kind of fix I would have imagined for you, it’s a shame these sort of issues take so long to sort, ultimately not a now problem though.

RoyB
Legend

Re: Internet connection drops

@dan223 

 

It’s sort-of a Now problem though, isn’t it?

 

If Now offered FTTP like most ISPs are now doing, subscribers wouldn’t have all this crap with the old antiquated OpenReach infrastructure they have no choice but to use as it is the only thing Now offers 😢

Line 3. Overhead, without any fuss, the stars were going out…..
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dan223
Mentor

Re: Internet connection drops

True but then still likely to be openreach infra, though newer. And assumes you can actually get FTTP, (which I can’t)

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AP95
Mentor

Re: Internet connection drops

ThanK you, will give it a try when I have a moment.

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