Internet drops 20 times an hour

cjdew

Hello all, 
Have been with Vodafone for 5 weeks now. 
Internet drops 20 times an hour. 
We rely on a booster for wifi to reach 7 metres from the router. 
Openreach confirmed nothing wrong with the line. It's full fibre. 
All neighbours within walking distance have no problems with theirs (none with Vodafone).

Vodafone tell me that it should work as "they all use the same lines", just the routers are different.

I have to get a stable connection in under 4 weeks, as it's when I return to work, 80% remote. We have it written in our contract that remote working is only available with a stable connection, or job is deemed at risk.

I rang Plusnet and I rang BT, both promised me the world and assured it would work, and do so with NO boosters. I really don't know what to do??

 I feel like I have 1 shot at picking someone else before going to work? I keep thinking of Vodafone's comments, note i have been on Vodafone's technical support trying loads of different things as per their instructions for a total of 14 hours now.

Anyone know what is going on? How to pick someone else? Will it even work?? 

Sarahspangles

Can you connect to the router with a cable? If it still drops out it’s not a Wi-Fi issue. Is the router near another device like a TV?

400ixl

So when you say the internet drops 20 times an hour, do you mean that the router is continuously dropping its connection to the ISP and you are seeing this in the router logs.

Or do you mean that the device is dropping its connection to the router across the wifi in the property? Two very different things.

You say you rely on a repeater for 7 metres. Is this a plug in wifi repeater and 7 metres from the router? How far then to the device you are using?

Are there multiple walls between the router and the repeater, because 7 metres is not much.

What happens if the device is closer to the router without the repeater, does it work then?

Try switching off the 5Ghz wifi and just run with the 2.4Ghz and see if that makes a difference.

Some more info on the property and where the router is etc will help diagnose it. Vodafone as an ISP are pretty much bottom dwellers so I wouldn't out much hope for decent tech support from them.

cjdew

Sarahspangles said:

Can you connect to the router with a cable? If it still drops out it’s not a Wi-Fi issue. Is the router near another device like a TV?

The router is not near a TV. 
Worse case scenario I could have a long ethernet cable, the router is the other side of a door in the porch connected to Openreach, it would mean having the door open, which might be a bit breezy 😬😂

cjdew

400ixl said:

So when you say the internet drops 20 times an hour, do you mean that the router is continuously dropping its connection to the ISP and you are seeing this in the router logs.

Or do you mean that the device is dropping its connection to the router across the wifi in the property? Two very different things.

You say you rely on a repeater for 7 metres. Is this a plug in wifi repeater and 7 metres from the router? How far then to the device you are using?

Are there multiple walls between the router and the repeater, because 7 metres is not much.

What happens if the device is closer to the router without the repeater, does it work then?

Try switching off the 5Ghz wifi and just run with the 2.4Ghz and see if that makes a difference.

Some more info on the property and where the router is etc will help diagnose it. Vodafone as an ISP are pretty much bottom dwellers so I wouldn't out much hope for decent tech support from them.

Devices drop connection sorry. 
The booster is 7 metres in a straight line from the router. 
The device is 2 metres from the booster. 
No, 1 wall, brick 2 bricks deep. Unusable otherwise, doesn't reach. 
If device closer, drops out exactly the same. 
Asked vodafone to do the 2.4ghz as i googled it, they said they can't and i have to have both on there and that it would switch between the two. It didn't. It would drop, i would manually have to select the other, it would drop, i would manually select etc. 

Router is up high, door height next to the Openreach box, in a porch. 

And yes, vodafone technical support is so poor, i had to explain how to pair the booster from some notes i kept when I did it the first time. They also call me for 50min conversations at 9pm and 10pm. I am exhausted. 

400ixl

If the device when close to the router is still dropping then its not a range issue. Is it the same for all devices when close to the router or just this one and what device is it?

Are you able to monitor the repeater (some you can) and if so is it dropping the connection as well?

If the devices (multiple) are dropping out when near the router then it could well be the router is faulty. 

cjdew

400ixl said:

If the device when close to the router is still dropping then its not a range issue. Is it the same for all devices when close to the router or just this one and what device is it?

Are you able to monitor the repeater (some you can) and if so is it dropping the connection as well?

If the devices (multiple) are dropping out when near the router then it could well be the router is faulty. 

All devices- tried other people's new and old devices too.
It's a 1.5 year old phone (my one).
Is the repeater a booster? If so, no monitoring on it. It's odd as it says on the devices "good quality", yes it drops and the availability of network cog is whirring in the network centre. 
I asked for a router swap, exactly the same behaviour experienced. 

I googled and someone said Openreach "unplugged" them at the box and put them on another "socket" and instantly their full fibre never dropped again. I asked for this and vodafone said they wont get Openreach back out. 

400ixl

This is why I asked about the router logs and whether it it dropping the connection to the ISP.

I had this recently and the logs showed the router (multiple ones tested) dropping the connection. Took a few attempts of persuasion and visits before OpenReach would swap the cabinet connection, but its been fine since they did.

You need to see what the router logs are telling you.

cjdew

400ixl said:

This is why I asked about the router logs and whether it it dropping the connection to the ISP.

I had this recently and the logs showed the router (multiple ones tested) dropping the connection. Took a few attempts of persuasion and visits before OpenReach would swap the cabinet connection, but its been fine since they did.

You need to see what the router logs are telling you.

Ok, shall I ask Vodafone for "router logs"? 

400ixl

You don't need Vodafone, you log onto the router and in the admin panel you can access them.

cjdew

400ixl said:

You don't need Vodafone, you log onto the router and in the admin panel you can access them.

Ok, i will look tomorrow and see what I can find. I will report back 😊 thank you very much