Broadband connection dropping - please help!

Hi guys,

This is my first post here. I am a bit stuck. I have a customer who is having problems with their broadband connection. They are on a BT Broadband package. They have a Belkin wireless modem router. They have an issue where they have their internet connection from anywhere in between five minutes and an hour and then it drops. When it drops, restarting the router sometimes helps reconnect and sometimes it doesn't and requires a second attempt. This isn't a problem with this particular router as I have tested three different routers at the customers house. It is also not a issue with their pcs as they all experience the same problem at the same time, as well as my own laptop being unable to get internet. All the pcs on the network can connect to the router, its just the routers I have tested all drop the internet connection. I have also swapped over several sets of mircofilters and the modem connection cable and I am still having the same problem. I am at a bit of a loss as to what to do next.

If you guys have any suggestions as to what I should do next, please let me know.

Cheers

Tried in the test socket?
Looked at the line stats from the routers?

Hi,


As MrSaffron says have you tried the test socket as it may be an issue with the faceplate/Internal wiring. But apart from that it seems you've covered all the other usual suspects. The only other internal issue may be the plug socket that the routers plugged into. Is the router plugged into the mains near the master socket - what else is plugged into the mains socket (if anything)? - May be possible interfernce from the plug socket. If you've done all this then it's most likely an issue with BT. Hopefully if you do get the line stats etc from the router (also try a speedtest at www.speedtester.bt.com) and post the results someone will be able to help you more.



Craig

Yes do post stats from the test socket, and do check that any other telephone sockets you may have, or any alarm panel, Sky box. are disconnected from the line when you use the test socket. There should be no dial tone, other than at the test socket.

I'm not actually sure that the phone socket has a test socket, I think it is a pretty old socket but I will check.. When I am up there next, probably Monday, I will get the stats from the router to post up here.

Cheers chaps.

No probs,


If it is one of the older sockets that could be the issue

http://www.skyuser.co.uk/forum/view-master.html

I found the link above that shows a picture of the test socket (behind the face plate)

I gave the customer a ring and they have the old type of socket.

Do you mean the old socket is what could be causing the problem and I need a NTE5 socket put in? As far as I understand, legally you are not allowed to removed the cover from the wall, so I guess it will be a case of calling a BT engineer in to replace the old socket.

If it is the older socket then it could be the issue as you can't the fit the BT Iplate (or whatever it's called now) to get rid of the interference. The only catch is if your clients asked for the socket to be changed they might get charged the full price. You might want to contact BT_Care by pm to see if they can help in anyway