Internet hangs

J

JohnK

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Hi,
the internet hangs on a regular basis, every 10 to 20 minutes of use. if I reset the router (switch off and on) it's ok for a while. I'm using a Belkin N300 Wireless N-Modem Router about 2yrs old. I have check and there is no firmware updates. This is happening on both wired and wireless. Any ideas or is it time for a new one and if that's the case which one ?

many thanks
John
 
Hi Neil, I don't use it as an internal network, the kids do connect wirelessly in the evening, but it is happening during the day too. when it happens explorer will open, but cannot load any page/site. when this happens the blue status light is on (in connected to internet).
 
okay next time it happens can you try logging into the router, 1) to make sure the router hasnt completely crashed for internal and external traffic and 2) to check the router diagnostic page to see if the line is connected.

might also be worth swapping out all of your microfilters as a matter of course.
 
Thanks Neil, just made note of status etc. will do again when hangs. I have put new microfilters on last week to try and help
 
did not have to wait long. status before
type - interleave
status - showtime
data rate kbps down 12951 up 444
noise margin 3 22
output power dbm 12 20
attenuation (db) 29 15

when it happened the output power on the down side dropped to 0, back to 12 after afew moments, but internet hung. whilst trying to post this it hung a second time with the output power dropping to 0, but also the noise on the down side dropping to 1
 
have spoken to them, after going though the usual things i.e. have you plugged into the master socket etc. he tested the line and couldn't find a fault. he has passed it on to the fault people and they will contact me within 72 hours. I have noticed outside my cable from house to the pole is the old two core cable (looks like grey speaker wire) and all others is the new black stuff. plus it runs about 2ft below two mains electric cables. when the wind blow its was within afew inches. my thinking is if the phone cable is not screened the elec. cables when they get close could cause problems?
Also while I was talking to him the output shot upto 5446
 
Sound s like a router fault especially if it's a wired and wireless fault. Do you know anyone who could lend you a router to test it before splashing out on a new one?
 
Hi Just heard back from them details below (way over my Head)

TESTING
KBD SUMMARY
Problem Explanation: [AN01-I] The End User has a working session. BTW Fault Localization Analysis indicates a potential Local Access Network issue. Please check 'Local Access Network' tab for more information.
Resolution/Recommendation: Please confirm all CP and End User checks have been completed. As Copper Line Test is OK this is a CCSFI enabled outcome.

DSL STATUS
xDSL Status Test Summary
Sync Status: Circuit In Sync
General Information
NTE Status: NTE Power Status: Unknown Bypass Status:
Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 15.8 30.1
SNR Margin: 23.0 4.7
Errored Seconds: 0 2
HEC Errors: 0
Cell Count: 25769 139784
Speed: 444 11604
Maximum Stable Rate (KBPS): 6816 Fault Threshold Rate (KBPS): 5452
Mean Time Between Retrains (Seconds): 86400 Mean Time Between Errors Upstream (Seconds): 86400
Indicative Line Quality: A Mean Time Between Errors Downstream (Seconds): 30


RADIUS
image13903024903177.png




CLT
PASS - CIDT LINE TEST OK - ALL SOCKETS UNPLUGGED

FURTHER ACTION
Line has low SNR will reset and modify to stabilise line.
SNR ref:2-89717518580
Modify ref:2-89717518661

Thank you for your continued patience and apologies for the delay in getting back to you.

From the checks I have done on your line I have not found any line or connection fault but I believe that the issue causing your connection problem could be directly related to a Signal to Noise (SNR) issue on the BT network that is dropping too low and is causing the connection speed to raise too high.

To rectify this I have ordered a reset called an SNR reset on your line, this will take approximately 4 hours to complete which should see an instant improvement.

After this the line will enter a 3 day 're-training' period, a little like the '10-day training period' from when you first joined us and we requested your router be left powered on with as little interruption as possible.

If after 3 days you do not see any significant ongoing improvements please let us know and we may need to investigate further.

Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0800 432 0200 or 0345 140 0200 if we can be of further assistance.
 
"From the checks I have done on your line I have not found any line or connection fault but I believe that the issue causing your connection problem could be directly related to a Signal to Noise (SNR) issue on the BT network that is dropping too low and is causing the connection speed to raise too high."

a bit contradictory.. the SNR is on the line from the router back to the exchange.

i think essentially what they are saying is that your line is trying to run too fast for the quality of line and becoming unstable. interesting as most ISP will detect the line dropping constantly and trigger the slow down process automatically. this is normally also done when the line is first connected so that you maximum stable speed is achieved.
 
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