Router keeps losing internet connection

onomatopoeia99

esuhl wrote: »

If pinging google.co.uk fails, but 8.8.8.8 succeeds, DNS is failing. Your ISP (normally) provide your DNS servers, so contact them. Alternatively you can use free third-party DNS servers instead.

Like 8.8.8.8 , in fact.

System

J_B wrote: »

As above - already contacted several times ... that's why I'm here for better advice.
I'm not home till tomorrow, so will look at router logs then - any clues how to and what to look for exactly on the standard Sagemcom 2704 router?


Thanks all

No idea where to look on that router but you'll be looking for something like

DSL is DOWN
DSL is UP
Authentication over PPPoA
Successful login

The DSL down and up status messages will be there and have a look at how often they're occurring.

Unfortunately whilst you're posting for better advice the only people who can resolve it are your ISP.

J_B

Back home after 48hrs away and the connection is still stable (it will probably die now!!)

Tarambor wrote: »

No idea where to look on that router but you'll be looking for ...................

Sadly, it seems that JL have disabled the router stats pages

Tarambor wrote: »

Unfortunately whilst you're posting for better advice the only people who can resolve it are your ISP.

Hmm, but the 'more knowledgeable' folks on here will advise me what to use to beat them with!

J_B

J_B wrote: »

Back home after 48hrs away and the connection is still stable (it will probably die now!!)

I was right .... it died!


Ping to google seemed ok but to 8.8.8.8 did give a 25% loss on one occasion!


The only bit I can find on the router is in the 'helpdesk' tab here ...


1 - Product name: John Lewis Router
2 - Serial number: N7173471V000558
3 - Firmware version: 7.275.6_F2704N_JOHN_LEWIS
4 - Board version: F@ST2704N
5 - Mode ADSL
6 - Uptime: 2 days 10:06:49
7 - Data rate: 848/3071
8 - Maximum data rate: 1028/4832
9 - Noise margin: 4.8/1.2
10 - Line attenuation: 25.7/50.0
12 - Data sent/received: 19.1M/133.3M
20 - Broadband username: ********@john-lewis.com
21 - Wi-Fi network/SSID: Sagemcom-3C7F8H
22 - Wi-Fi connections: Enable(802.11 b/g/n(up to 144 Mb/s))20 MHz WPS enabled
23 - Wi-Fi security: WPA2
24 - Wi-Fi channel: 11
25 - Firewall: Default
26 - MAC Address: d8:d7:75:32:c5:c8
27 - Software variant Version 1.0
28 - Boot loader: 7.275.6

---

I've rebooted it now - not tried anything with cables ... it's bed time


Thanks all.

esuhl

J_B wrote: »

I've rebooted it now - not tried anything with cables ... it's bed time

You need to try with (new) cables. If the problem persists, only your ISP/telco can fix it.


Nighty night :-)

GunJack

7 - Data rate: 848/3071
8 - Maximum data rate: 1028/4832
9 - Noise margin: 4.8/1.2


That signal to noise ratio is horrible - it's no wonder it's losing sync with a downstream margin of 1.2dB.....call them, there's a definite issue with the line with too much noise on it, could be a bad joint since the previous line fix, but definitely something very wrong on that line.

neilmcl

Agreed, you may need to push them to get an Openreach visit and they're probably give you the usual spiel about being charged if the fault is on your side but do persist.

Also, be aware that John Lewis broadband is actually provided by Plusnet, so other than any price differences you have't really changed at all.

J_B

GunJack wrote: »

7 - Data rate: 848/3071
8 - Maximum data rate: 1028/4832
9 - Noise margin: 4.8/1.2


That signal to noise ratio is horrible - it's no wonder it's losing sync with a downstream margin of 1.2dB.....call them, there's a definite issue with the line with too much noise on it, could be a bad joint since the previous line fix, but definitely something very wrong on that line.

Just reading this (many thanks) and they called me to say that the line had been 'banded' at 1-2.
They have now reset it to 'uncapped' with (I think he said) a 6dB profile
Here's his email ...
Dear Mr B, Thank you for your time on the phone. As per our conversation, I've tested your line and can see that you're staying connected to the internet. However there are some automatic settings on your line which are limiting the speed you're able to achieve. I've arranged for the line to be reset to try and fix this.


Will give it a couple of hours, reboot the router, swap the cable and report back.
Router figures are currently thus:-
7 - Data rate: 848/5824
8 - Maximum data rate: 1020/6312
9 - Noise margin: 5.0/6.1

neilmcl wrote: »

Also, be aware that John Lewis broadband is actually provided by Plusnet, so other than any price differences you have't really changed at all.

I'm fully aware of that, but as you say, it was the price difference.
We are in a non-LLU area (is that the correct terminology?) so P/N differentiate, whereas J/L have a flat-rate pricing structure.

GunJack

good result

that

think this is your modem manual and the page here should tell you something, providing you know how many time you have disconnected it, or switched it off. If you are unsure then reset the statistics once the modem is working

https://www.manualslib.com/manual/863947/Sagemcom-F-St-2704r.html?page=59#manual
and
https://www.manualslib.com/manual/863947/Sagemcom-F-St-2704r.html?page=61#manual

https://www.manualslib.com/manual/863947/Sagemcom-F-St-2704r.html?page=211#manual