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"Internet Dropout"

I have recently swapped over from Tiscali because of their awful customer service I chose Freeola on recommends. Anyway, Since joining Freeola, I noticed that the internet always used to drop about 5:30am every morning. This was no big deal just a re-start of the router (Netgear DG834GT) and off to work. Sometimes, it would have dropped out, sometime during the day, by the time I came home in the evening.

However, This week, I have a couple days off and yesterday I found the true nature of this problem. The Internet had dropped off before I got up and continued to drop at 5 to 15 minute intervals for most of the morning. getting more stable around mid-day until I had a uninterrupted service for the rest of the day and evening.

The drop-out appears as a inability to connect to websites, on-line games and emails etc. However, sometimes the router gives every indication that is is still connected, physically, to the Internet (lights and, sometimes even, status screen) but no connection to website etc is possible.

I must admit, that at first, I was looking at the router as the source of the trouble. However, with the return to 'normal service' in the afternoons and evenings rules this out.

I notice a few other people with the same problem - on this and other forums. So, please help, I am a bit twitchy having moved from one appalling service from Tiscali to find problems with this one.

Hi Bob
Good news apart from two dropouts, our test connection apears to be really steady. The two occasions were Thursday 5th April, and Sunday 7th April, on both times we had to reboot the router to re establish a connection but other than that its been great.

Kev

Hi Bob
these changes have now been made and I will keep a log of any dropouts that happen, many thanks

Kev

Bob wrote:
> Digitrader wrote:
> Well a can manage that then, I thought I might have to change
> loads of settings.
>
> Hi Digi, can you contact me using [email protected] and
> I'll get the details sent over to you.

Digitrader wrote:
> Well a can manage that then, I thought I might have to change
> loads of settings.

Hi Digi, can you contact me using [email protected] and I'll get the details sent over to you.

Digitrader wrote:
> Well a can manage that then, I thought I might have to change
> loads of settings.

Great, I'll get someone from our Sytems team to get in touch with you regarding your test connection username and password.

WilDThraxter wrote:
> I found out that my connection problems are due to my downstream
> noise margin droping to 0 db at night times.
> I have sent an Email to support and am waiting for a reply.
>
> Loki, Should i wait for a reply from them, or should i sort out
> being moved onto the test acount?

If you've found out more details of the causes of your problem, that sounds promising and I'd recommend waiting for a reply from Support on the issue.

Well a can manage that then, I thought I might have to change loads of settings.

Digitrader wrote:
> Hi Loki
> What would this entail? would we have to change all our settings
> for email and web sites etc and router? sounds painful


> loki wrote:
> we'll just need you to change your login username and password

As loki said, you'll only have to change your router user/password - 10 second job...

Email/FTP etc. etc. will all continue normally.

Hi Loki
What would this entail? would we have to change all our settings for email and web sites etc and router? sounds painful

Kev

loki wrote:
> Hi Digitrader,
>
> We've been looking closely at this issue and I, for one, have
> not been affected over the last few days. Would you be like to
> temporarily switched to a dedicated test account (we'll just
> need you to change your login username and password)?
>
> Then we can monitor your problems more closely and test your
> account settings directly in an attempt to find out what's
> happening.

I found out that my connection problems are due to my downstream noise margin droping to 0 db at night times.
I have sent an Email to support and am waiting for a reply.

Loki, Should i wait for a reply from them, or should i sort out being moved onto the test acount?

The question below will also apply to fitzy75, WilDThraxter or PeeJayEph.

If anyone with a history of this connection problem would like to volunteer change temporarily to the test account (as detailed below), then we can see if we can diagnose the problem more effectively.