Stable internet connection

Nicki

For about the last year, we have been having problems with our internet connection which keeps dropping off. During the course of that year we have changed router, computer equipment and upgraded software but nothing makes a difference. My suspicion is that it is due to a dodgy ISP.

Although we live in inner London, we aren't in a cable area. Our current ISP is orange, and we are not in an area which can take advantage of their super fibreoptic service. We have a BT telephone line. We have spoken to Orange about the problem and they have suggested that we change to another service they offer which requires us to transfer our BT line to them and which is more expensive, but they say more stable. We are reluctant however to tie ourselves in to a year or more's contract with Orange if this issue is going to continue.

We use our internet connection for surfing and for streaming content from Netflix and Itunes to our apple TV. My DS also plays some games on steam.

Can anyone offer any advice about how to find a more reliable internet service please? At busy times our connection can drop 20 or more times in a day, with us being unable to reconnect for several minutes so this is a big issue for us.

If its unlikely to be an ISP issue, please also advise, or if more info is needed please ask. I am happy to admit I am a complete novice in respect of all this

Osarkon

By any chance is the router a netgear? I think it's the default router orange supply.

Nicki

Yes we are using a net gear router but not supplied by Orange . It is the DGND3700 one with 2.4 and 5 GHz channels. It was a choice of that or a Belkin one in PC World and the sales guy recommended the Net Gear one as having a bigger range. The router is only 2/3 weeks old.

Not sure if it makes a difference as we have the problem with or without them but we also added in the power line adapters to the apple TV and the router.

Osarkon

I can only speak from my experience of the orange supplied netgear DGN1000, but it was absolute rubbish.

What sort of symptoms are you experiencing? Is it on wireless connections only?

I have literally just gone through what sounds like the same problem with them.

Figment

Are you losing the internet connection or the wireless connection between devices and router?

Nicki

The Internet connection itself. The Internet light goes out on the router, and although the devices can all communicate with each other (eg the computer can still print wirelessly to the printer) none of them can access the Internet.

The apple tv is a wired connection (via power line) and drops too when the other devices drop.

Osarkon

Have they conducted a line test on the line between your property and the exchange? That's normally one of the first things they'd do.

Have you still got the router they supplied? Just incase it is yours that's causing the issue at least if you're using theirs they may be a little more willing to help as opposed to just trying to up-sell you.

Sorry for all the questions, just trying to work out what has and hasn't been tried

esuhl

To rule out problems with your internal wiring and wireless connection, try connecting the router directly to the test socket behind the BT faceplate and test using a PC wired to the router. If the problem still occurs, try using different microfilter and/or cables and/or router. If it still fails it's (almost certainly) a problem with your ISP (or the cabling/microfilter/router if you haven't checked them).

Otherwise, screw the faceplate back on the BT socket and test again with the external socket. If that fails, unplug all other devices and test again. If it still fails, your internal wiring is at fault; if not it'll be something plugged into (faulty ADSL filter, phone, fax, etc.).

If that goes okay, maybe it's the wireless signal you're having problems with...?

BT Faceplate & test socket photo: http://www.hmmm.ip3.co.uk/bt-master-socket-nte5.shtml

Nicki

Osarkon wrote: »

Have they conducted a line test on the line between your property and the exchange? That's normally one of the first things they'd do.

Have you still got the router they supplied? Just incase it is yours that's causing the issue at least if you're using theirs they may be a little more willing to help as opposed to just trying to up-sell you.

Sorry for all the questions, just trying to work out what has and hasn't been tried

BT said the line was fine when the problem first started.

I've been with Orange for about 10 years when they were freeserve . The free freeserve router is long gone (and wasn't wireless anyway I don't think). I've never had an orange supplied router.

I'm still trying to digest esuhi's advice! I am a total novice as I said. Do I have to dismantle the main BT socket to do this and if I unscrew the faceplate is the "test socket" obvious? The router is plugged in to the main BT socket already if that makes a difference. I have already tried changing out cables and filters and replaced the router 3 weeks ago and was having the same problem with the old one which was the reason for replacing it.

Figment

Nicki wrote: »

BT said the line was fine when the problem first started.

I've been with Orange for about 10 years when they were freeserve . The free freeserve router is long gone (and wasn't wireless anyway I don't think). I've never had an orange supplied router.

I'm still trying to digest esuhi's advice! I am a total novice as I said. Do I have to dismantle the main BT socket to do this and if I unscrew the faceplate is the "test socket" obvious? The router is plugged in to the main BT socket already if that makes a difference. I have already tried changing out cables and filters and replaced the router 3 weeks ago and was having the same problem with the old one which was the reason for replacing it.

Only if your Master BT socket is the NTE5 type. See the link at the end of esuhl's post for images.

hareng

Top advice there Esuhl but would add it could also be the actual BT managed line.

With the BT managed line i used to get dropouts measured by the hundred per day, router stats in millions. This was due to line length 5.5km and using aluminium corroded cable laid late 70's. 75db attenuation!