On your local network

[asfreestone]

The Fritz box is a Fritz box 7530 running FRITZ!OS 07.27. It is a combined DSL modem/router with 4 LAN gigabit ports plus WiFi.

At the moment to track down the dropout issue this is the only router connected although I normally run a Unifi system based on the UDM. The UDM is turned off and disconnected from everything. My ISP provides a fixed IP as part of the service.

You are correct in that I was running the OutagesIO software on a PC connected via WiFi. To test I bypassed the Unifi switches but the PC was a long way from the re-positioned router. However I have now made up a long patch lead and the Outages software now runs on a PC connected by cat 5e. The speed and signal levels now seem to be stable and near what is expected ie 21mbs to 27mbs.

Sadly I live in a rural area and although I have several immediate neighbours their internet use is very low and they use all different providers. I have however carried out some research with one neighbour over a few days and can confirm that although he has a few outages these are rare, not as frequent as mine and don't usually coincide. There are 5 of us in a small cul de sac all connected by separate underground cables to a sub connecting box just for the 5 of us. The signal then goes up over poles then back underground to the main FTB cabinet about 900 m away.

My ISP has produced data for my connection showing many disconnects but simply says that BT Openreach (Line owners and managers) can find no fault on the line. Each time (4 so far) they simply come stick their test kit on the line say its fine and disappear. This issue has been going for at least two years through three providers and at least 6 different routers.

Logic doesn't seem to hold sway.

I hope that all helps. Many thanks for your assistance.

AF

[OutagesIO_Support]

Hi, just checking in, is it still better now that the PC is hard wired?

[asfreestone]

Hi

After cabling on the test PC the internet seemed stable but this is what normally happens. It has a blitz then stutters for a few days seems OK for a short while then the cycle starts again. It's going down again, several times over the last two days. Outages shows providers on these occasions, so it seems clear. Am I reading this correctly?

[OutagesIO_Support]

Looking at your reports, this is how I am interpreting things.

The first hop is your LAN, the seconc hop you said is your provider.

You have one router, theirs and the problem is between the router and their network.

Pings all the way back to our network in the USA aren't all that bad, on average around 140ms. Keeping in mind that the pings aren't done against something close to you but something more real world and mainly to establish a consistent source/destination.

Once you moved your PC to wired, you could see that the LAN side problems pretty much went away and now (since the 22nd at least), ALL of the outages are on hop2, the provider side of the router.

In addition, there is a hidden stat that I can see which shows when your connection went down, back up etc. You have 981 evens in this stats.

What this means is that if you keep an eye out, see if you can notice if there are some or a lot of inactive/disconnected evens where there aren't any outages at those times. What this implies is that there is something else going on that is not TCP/IP related but most likely, signal level related. The agent cannot know about signal levels in your devices but it definitely knows when there are outages.

By looking at the information you can see and especially the information you cannot see (inactive/disconnected), this gives clues on what might be going on.

Either way, from what I see, you should not even be paying for this service until they fix it. It is their responsibility to give you reliable service and what you are paying for, at least to the street and you're not even getting that.

It's too bad you cannot find someone else in the area to monitor as we could really help to confirm some details for you.

[asfreestone]

Hi

Excellent. Really pleased with outages. For the first time I can speak to the ISP without them giving the usual its your side of the router. I plan to keep this going for a while longer and get more evidence. What extra features would the subscription model give me that would help.

Thanks so much for your help.

AF

[OutagesIO_Support]

I'm glad you might be able to find help using the information you've been able to gather. Keep in mind that many providers will dismiss any information you might provide, at least initially. This seems to be the pattern in our experience. You might luck out and if not, persist.

Try posting your shareable report on your providers social page/s, this could help a lot if they don't censor.

In terms of additional options, you can take a look at our demo which has everything enabled. Also, this page shows and explains all of the options.

Please do give us an update on how things are going or if it gets fixed, what happened. We'd love to know about it.

[asfreestone]

Will do, thanks a lot. 😎

[asfreestone2]

@asfreestone Agent ID 127995 Continuing on from above: I have just re-installed my UDM and I think, thanks to the agent, I have established the fault lies with the provider. Am I correct in saying that as I now have separate modem and router (the PPOE is configured on the router so the modem is a pass through) this still counts as 1 hop.

I have asked for a copy of outages from my provider and although in their information some drops coincide the agent shows a greater number. Their data also show two outages for several hours which never happened.

Once I confirm the above I intend to use the extended reports as evidence to take the complaint up the food chain.

Thanks

Andrew Freestone

[OutagesIO_Support]

@asfreestone2 said in On your local network:

@asfreestone Agent ID 127995 Continuing on from above: I have just re-installed my UDM and I think, thanks to the agent, I have established the fault lies with the provider. Am I correct in saying that as I now have separate modem and router (the PPOE is configured on the router so the modem is a pass through) this still counts as 1 hop.
I have asked for a copy of outages from my provider and although in their information some drops coincide the agent shows a greater number. Their data also show two outages for several hours which never happened.
Once I confirm the above I intend to use the extended reports as evidence to take the complaint up the food chain.
Thanks
Andrew Freestone

Hi Andrew,

For some reason, we didn't get a notification about this post. Sorry for the delay.

I looked at your reports and this is what I see.

Hop 1 192.168.178.1
Hop 1 192.168.1.1
Hop 2 xx.xx.72.24

I see that your hop 1 either alternates or changed between the two IPs above so I assume that when you changed the device, that changed the IP but as you said, one is just a pass-through.

You seem to have had a lot of problems with the 192.168.178.1 IP on 2021-05-22 then it seems to settle. Now, you seem to have a lot of problems with hop 2.

The hop 2 IP appears to be your provider on that side of the hardware and you can see that their IP changes now and then.

To me and IF that hop 2 is confirmed as your provider side, meaning to the street etc, then yes, your provider is experiencing problems.

To be fair, it depends also on what that hop 2 side is. If it's something you configured, you'll have to make a stronger case but if it's their side, their configuration, then I would say they need to fix the problem.

[asfreestone2]

@outagesio_support Thanks, I'll tread lightly and give it a go. Will post how I get on.

AF