Intermittent Connection Faults

 

Irregular Connection Faults

What should I do if my connection frequently goes in and out?

You’re probably experiencing what we call an intermittent or irregular connection fault – which is something that needs to first be addressed by yourself, before we can look into any deeper technical reasoning.  There are a number of relatively simple things you can check before contacting Primus technical support.

 

Are your splitters working properly?

A frequent problem customers have is incorrectly fitted splitters, or micro filters.  Click here to read about troubleshooting with splitters.  (Link to micro/splitters)

 

Are you using defective cables or extensions?

Another issue that could be affecting your broadband connection is a faulty cable or extension.  You should test your broadband by attaching it to the master socket, that is, where the phone line leads to rather than extension ones around the house.

 

Is your modem/router experiencing a problem?

Modems and routers, just like computers, can experience glitches causing a malfunction, so it’s a good idea to restart it and test your connection again.  If this is a recurring solution – you should re-install the hardware and its drivers.  Look into your router’s manual for instructions on how to do this.

 

Is your phone line operating properly?

Is there a dial tone?

If you’re running your broadband on a separate phone line, you should still check the dial tone.  If the dial tone is absent – you need to report the fault to your telephone provider.

 

Can you hear sounds in the background?

Background noise on your phone line could indicate that a mechanism (splitter, telephone etc) on your line is impeding the connection or that there are problems in which case, again, you should contact your telephone service provider.

 

Is there interference on your line?

Certain electrical or radio devices can interfere with a broadband connection such as: computer peripherals, old modems, microwaves, radios, fairy lights etc.

Check for consistencies in this respect – for example – the broadband isn’t working when certain lights are on, or if a scanner is in use.

Is your broadband experiencing a signalling problem?

If you’ve checked all the above issues and still find problems than there may be a problem with the line, or network.  You should report this problem and try to make a point of noting when faults occur so we can do our best to solve the issue for you.