Hi,
I'm hoping someone might be able to help. Our landlord pays for our internet and recently switched from Vodafone to Shell Broadband (ADSL). Ever since switching, the internet constantly cuts off throughout the day (about 6-7 times).
- It isn't time specific and WiFi connection to the LAN is fine.
- I have used WiFi Analyzer on my phone to make sure we're using a channel that isn't crowded.
- Sometimes it reconnects, other times you have to reset it.
- The router is a Technicolor DGA0122, firmware version 19.4.0477-4381030-20210525145957.
I can't phone Shell directly to complain as the contract is all in my landlords name. The weird thing is, before Vodafone we had Shell internet and it was fine.
Does anyone else have issues with Shell, or any suggestions of what else to try?
I am tempted to buy my own router but I'm reluctant to if it's unlikely to solve the problem.
Thank you.
I am using a Shell "Fast Broadband" connection, formerly PostOffice, and I see the exact same issue - loss of connection which sometimes resets and other times needs a reboot - very frustrating!
Shell customer service goes from Ok>average>downright rude depending on who you get, when you eventually get through, which can take 30mins+.
First thing they always suggest is that they will get an Engineer sent around, (following the 'playbook'.)
We've had the same engineer round twice, first he found a bit of a dodgy connection to the main incoming cable, he fixed this and left happy after monitoring the line. (we didn't get charged)
Same problem
Complain to shell again, same answer, send engineer round.
Same guy shows up, runs an new incoming cable from the pole outside and again leaves happy that the signal form the incoming pole is good and recommends new router if problem persists - still same problem !!
Connection always resets fine on reboot so could indicate a router problem > call Shell again and after quite some persuasion for them to actually check the previous actions they find the recommendation for a new router.
New router sent out - received the Technicolor DGA0122, which is technically vastly superior to the 'toytown' one the Post Office supplied. I was hopeful that the new router would help but sadly the same problem persists, frequent disconnections!!
It seems this router also drops some (older?) wifi connections whilst maintaining internet for Ethernet connections!
Thankfully, I'm only living here temporarily, it's my mums house, and I should be back to my own VM130Mb solid connection very soon!
The connection here is 9Mbd/1Mbup, Shell couldn't offer any better options, so I think the infrastructure in the street/cabinet is a bit rubbish, often see several BT/Openreach vans gathered around the pit at the bottom of the hill!
I would try another supplier but my mum only uses the phone, not the internet, and the all-inclusive-phone deal is ideal for her as she's elderly and frail and uses it a lot/relies on it.
(very frustratingly Gigabit-fibre appeared in the street at a great price during the time that I have been living here - I would have happily have paid for that over the Shell connection but it doesn't give my mum the great deal on phone calls!!)
Sorry I can't offer any constructive help, it does seem to point to something at Shell's end.........
I have started monitoring with the link provided to Thinkbroadband.com
neil