Information and Support

Thanks for the updated comments. Home Network diagram is now attached.

In the UK our providers are pretty much hampered by existing infrastructure and "ownership" BT (British Telecom) used to be pretty much the sole provider so the whole network was owned and managed by them. Slowly, and with the technology changes, new rules have come into place and the network is shared as well as new infrastructure being put in place. Mainly in the more populated areas (large towns/cities). If like me you are rural then regardless of provider you are stuck with using the BT infrastructure and the network repair and management organisation Open reach.

Whenever speed is questioned it always comes down to the distance you are from the exchange and at 1.5miles we apparently are doing exceptionally well to get anything like 7Mbs! Up until a couple of years ago when we had a really good engineer visit we could only periodically get to 1Mbs. He did some tweaks and we suddenly jumped top 7Mbs!! Fantastic.

Neighbours have moved off the BT system to a provision via Dish, more expensive to set up and as we are looking to move house we have not followed suit but will encourage the next owner to do so as the BT timeline for a better service to our location looks to be being managed by their unicorn department!

I forgot to mention that I use Zone Alarm Extreme security Firewall etc.

Can you tell me how I can add a picture - Diagram?

Hi, Thanks for taking a look at the stats to try and understand what is going on. I agree whole heartedly with your comment that outages is only a tool to provide information to help us determine what is going on. May I add "A really useful tool!"

With regards to the speed testing my bandwith setting was set to 7Mbs but it seems to change to the basic of 1Mbs periodically. I do check and re-set it periodically.

And yes the speed is all over the place going less than 1Mbs on numerous occasions.

I will try and add a diagram of my set-up some time today but lots of stuff going on at the moment so no guarantee.

Basically my set-up is not very complicated.

Connection into the house

Note - Rooms 1, 2 and 3 are downstairs and room 4 is upstairs.

Copper wire connection into a BT 5C Mk 4 Master Socket in room 1 - (We are approx 1.5 miles from the exchange so speed is limited by the distance and getting circa 7Mbs is REALLY good!) No fibre available. Have been offered Fibre to the cabinet (existing copper to the house) with a guaranteed speed of ….......1Mbs!!!

Master socket is already filtered internally and was fitted by Open Reach engineers (Provider engineering firm).

Cable is then split from the Master Socket into separate telephone line and Broadband line - This was also done by the Open Reach engineer.

Telephone:

Telephone line goes to one socket in room 4. We removed the filter after the 5C socket was installed, as advised by the engineers. We have since tried the phone connection with and without the additional filter (makes no difference). We then have wireless telephone set-up through the house so no additional phones or sockets connected.

Broadband:

Cable from Master socket goes to a Broadband master socket in room 2 (also installed by open Reach engineer)

Broadband Master Socket connected via ADSL Cable straight into Combined Modem Router (TP-Link VR900EU Ver 1.0) (in room 2)

LAN Cable from TP-Link router to PC 1, (In room 2)

Lan Cable from TP-Link router to PC2 (In room 2) - Outages tool is installed on this PC and is always on.

Lan Cable from TP-Link router to Mesh Router1-Master (MERCUSYS) (In room 3)

LAN Cable from Mesh Router 1 to Sky Digital TV box (In room 3)

Recent change:

TP-Link settings changed - IP address changed in order to get it to automatically re-connect following loss of broadband connection. Not always re-connecting but more often than not.

Noted more "Internal" disconnects after these settings were changed.

Hi, My agent id is - 126658

I suppose the main thing to note is that this is a change to the behaviour.

I had ended up with two agents one inactive and one active. I was able to reset my original agent (this one) and so deleted the other as they are both looking at the same set-up. I updated the software etc.

Any pointers would be appreciated

Hi all. This is a question regarding issues with internet disconnects classed as "Internal". I've looked for other such issues and can't find anything close to the problem I'm having. Bit of background to wade through first.

Set up:

I have a Basic Phone line DSL connection that it connected to a combined mode/Router (TP-Link Archer VR900). My max speed is 7Mbs. I have Cable connections to my main computers (including the one the Outages is installed on). I have a mesh system elsewhere in the house due to the thickness of the walls (a single wireless point just won't work).

Issue:

My broadband disconnects on a fairly frequent basis. Either when I receive a phone call (not every call) and usually re-sets very quickly. Open reach have been out and believe it is the wire connection into the house getting corroded (looked fine last time I looked) but I have noted quite a lot of complaints across a number of providers for this same issue.

Or I get it disconnecting randomly very late at night/early morning but no discernible pattern.

The old Router, which was a BT Hub 4 used to automatically re-set so I wouldn't know of the outage until I looked at the dashboard data. That Router started having other problems that made it unusable hence the replacement with a TP-Link unit.

The TP-Link unit would not automatically re-set and I had to start doing a manual re-boot.

I Contacted TP-Link support who advised some setting changes to IP addresses. That seems to have worked and for weeks I have not had to manually re-boot the Router, even though the dashboard showed I was still getting disconnects late at night/early morning.

Recently though the same problem has started happening, broadband going offline and a manual Router re-boot required however, where previously the disconnect was shown on my dashboard data as being "provider" it is now being shown as "internal" and the overall percentage/number of internal disconnects has increased significantly.

The Mesh wireless remains operative but obviously no internet connectivity.

Question:

Does anyone have any ideas why I might be getting more internal disconnects being shown and, if it is correctly being identified as internal, how can I determine what the problem is with my Network?

Any help or ideas would be appreciated.

Hi, Thanks for the reply. I had a feeling that may have been the case. Functionality seems to be being added at quite a fast rate and for a free tool I can fully understand that these things take time and effort to develop.

I have the skills to merge screen shots and manually pull the data together so can use the data as is. Will just take a little more time than if it could be extracted.

Looks like you guys have all the skills available to produce the reports/stats as per the dashboards etc. but if you need any help as you develop further I use and manipulate large amounts of complex data in my work so happy to help if needed (I'm not a software engineer, just good at using software output ;) )

Hi all. I'm new to Outages having installed an agent a few days ago after a couple of initial hiccups.

Already showing me what I suspected, regular outages from my ISP as well as fluctuating speeds. When you only get 7mbs max a drop of 50% plus has a huge effect!

What I couldn't find is any information to help with the next step, getting the data to my ISP. I can take a screen shot to capture the data but obviously does not give all of the embedded data you see with a mouse over.

I don't appear to be able to highlight the items in each panel of the dashboard, only the titles.

I'd like to be able to pass as much information/evidence to my ISP when I make another complaint. Too many times it gets knocked back as "we can't find any issues" etc. etc.

I've looked through the forums and tried searching but there does not appear to be any information to tell me how I can capture the dashboard data to use in a "report".

It would be really appreciated if someone can tell me how to get the data in a format I can pass to my ISP (or point me to an existing post?).

Thanks in advance