My home network keeps going down. It's been happening a lot in the past two months but this week, and especially today, the connection got lost several times. Is there a fault? I am in Amsterdam West
home network down
Hi
Have you tried to remove the power from your modem and media converter?
There doesn't seem to be a problem.
Hi, yes I have tried that but with no luck. The network keeps going down, twice today so far.
Hi
Local network meaning WiFi and local cabling is working fine so no prob with the router.
Internet and WAN led lights are off when disconnection happens. Local devices can access WiFi but there is no Internet.
I assume it is a street level issue or something related to the street cabling?
Thanks
HI
Hi, sorry for the late reply.
"So basically your Wifi disconnects several times a day and the Internet and WAN leds are off when the disconnection occurs, is that correct?"
Yes, that is correct. It started happening a couple of months ago -no issues before.
"I didn’t quite catch whether you have a desktop computer or laptop that’s connected via ethernet-cable or not."
No we do not have a device connected via ethernet cable.
A week after I first messaged here, the network has been reliable again but started going off and on again last week, worsening from Thursday onwards.
I would appreciate your feedback as this issue is disrupting our work a lot (we have video calls etc).
Thank you!
Fran
Update: I have connected my laptop with ethernet cable and there was no internet access while the network was down. So it's not just wifi
Hi
Hi,
Pls see pictures attached.
The router is plugged into the white socket. However the entry point is the round green socket (ancient phone copper wire). The white socket extension was installed by a T-Mobile Engineer.
Disruptions are more frequent during peak times but randomly in the evenings too.
Thanks,
Fran
![](https://uploads-eu-west-1.insided.com/tmobile-nl/attachment/59ec0b50-486d-4938-9432-b6266e06adf4.jpg)
![](https://uploads-eu-west-1.insided.com/tmobile-nl/attachment/ac90ffdd-1250-432e-88f9-de8875916669.jpg)
Sorry, pls see photo of the white socket
![](https://uploads-eu-west-1.insided.com/tmobile-nl/attachment/dbc2e893-98dd-4045-b426-72857435828f.jpg)
Hi
Hello,
We have switched the router on and off a few times in the past two weeks and we only had a couple of disruptions.
However today it's been really bad and the internet dropped several times already despite the router been switched off twice.
Can we get someone to come over and have a look whether the issue is on your side? It's been a long time now and it's disrupting our jobs :-(
Thanks
Hey
I've informed our technical department right away regarding this issue. They are doing their utterly best to solve this problem for you. As soon as we know more, we'll contact you. I'm very sorry for the inconvenience. But help is on the way!
Hi,
Any news on when we can get someone to have a look or call?
Any chance the problem could be the router and you could send us a new one?
Internet keeps dropping, now also in the evenings.
Thanks,
Fran
Hi
A bridge tap can be quite the disrupting factor. Fortunately, you can remove this yourself and we're happy to explain how to do it. Click here to go directly to the correct topic regarding bridge taps. This way you can solve it yourself whenever it suits you best.
If you could you use a little help, don't hesitate to ask in the bridge tap topic. Good luck and stay safe!
Hi,
We had a look at the ISRA point but we cannot locate any loop.
Can you point that out in the picture attached?
F
![](https://uploads-eu-west-1.insided.com/tmobile-nl/attachment/4c735750-f829-4e36-af96-3cddaf35917f.jpg)
Can anyone reply? Network keeps going down and we can't find the loop.
Can we have someone coming over or call?
It's been going on for months now and we need proper support.
Hey
Neither blue nor green cables are connected.
Hey
I can imagine you want this solved as soon as possible! Our engineers came with a conclusion that there's a so called 'bridge tap' in your house. By opening the ISRA point and removing the loop behind it or removing the connected plug, you can in most cases simply disconnect the bridge tap. Have you tried to connect your modem directly to your ISRA point? You could also try to connect your modem directly with the loose wires (red & blue). Here you can find a guideline how to do so.
Hi
The picture I sent is the plug the engineer sent by TMobile has identified as the entry point of the phone cables. My understanding is that this is what you call the ISRA point, please confirm. He has done an extension (see pictures previously sent) so that we could plug the modem.
Now, I've been asked to plug the modem directly to the ISRA point: can you let me know how do I do that? Can someone call and guide me through?
Also, is the message sent by Brian implying that the engineer has connected the wrong cables?
I am fed up with this: I don't have the time or the wish to start fiddling with cables also considering there is someone paid to do this.
My contract expires in July I am thinking to change provider and pay one that has support available.
F
Just one more thing.
If you look at the attached picture you'll see that there is no connection between the plug and the cables to which the extension is attached. That's why I don't understand where the loop is.
Thanks
F
Not sure the picture was actually attached
![](https://uploads-eu-west-1.insided.com/tmobile-nl/attachment/af26cec5-7685-4414-9c9c-62b3ad10526c.jpg)
Hi
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