- Intermittent faults are real but hard to prove because they are not constant, so systematic evidence is essential.
- Log each drop-out with the date, time and duration, and use router logs and monitoring tools to corroborate it.
- A clear timeline of incidents is more persuasive than a general complaint that the connection 'keeps dropping'.
- This evidence supports both your provider complaint and any escalation to the ombudsman.
An intermittent fault, where broadband works most of the time but drops out unpredictably, is uniquely frustrating because it can vanish whenever an engineer or remote test looks for it. The only way to get it taken seriously is to prove the pattern yourself. Systematic evidence turns "it keeps dropping" into a documented case a provider cannot dismiss.
Why intermittent faults are hard to prove
A total outage is obvious and easy to verify; an intermittent fault is not. By the time you report it, the connection may be working again, and a snapshot test shows nothing wrong. Providers naturally struggle to fix what they cannot observe. The burden therefore falls on you to capture the fault when it happens, repeatedly, so the pattern is undeniable.
Logging drop-outs
Keep a simple log of every drop-out: the date, the time it occurred, roughly how long it lasted, and what you were doing. Over days and weeks this builds a record that reveals patterns, perhaps the drops cluster at certain times, or in certain weather, which is itself diagnostic. A consistent log is the backbone of your evidence.
Using router logs and monitoring tools
Your router often records connection events in its admin panel, including disconnections and re-syncs, which corroborate your manual log with technical detail. Third-party monitoring tools can automatically track uptime and flag drops even when you are not watching. Together, your log, the router's records and an automated monitor make a compelling, multi-source case.
Intermittent fault evidence log
| Field | What to record |
|---|---|
| Date and time | When each drop-out occurred |
| Duration | How long the connection was lost |
| Router log entry | Corroborating disconnection events |
| Monitoring data | Automated uptime and drop records |
| Context | Time of day, weather, what you were doing |
Presenting the evidence
When you report the fault, present the timeline rather than a vague complaint, here are the dates and times, here are the router log entries, here is the monitoring data. This makes it far harder for the provider to attribute the problem to your equipment or to dismiss it as imagined. If the provider still fails to fix it, the same evidence is exactly what the ombudsman needs to rule in your favour.
Frequently asked questions
What is an intermittent broadband fault?
It is a fault where the connection drops out unpredictably rather than failing completely or constantly. Because it is not continuous, it is hard to prove, and a snapshot test often shows nothing wrong, so systematic evidence captured over time is essential.
How do I prove my broadband keeps dropping?
Keep a log of every drop-out with the date, time and duration, corroborate it with your router's connection logs, and use a monitoring tool to track uptime automatically. A multi-source timeline of incidents is far more persuasive than a general complaint.
What monitoring tools can help evidence intermittent faults?
Third-party broadband monitoring tools and apps that track uptime and log drop-outs automatically are valuable, because they capture the fault even when you are not watching. Combine them with your manual log and your router's own connection records for a strong case.
How do I use router logs to prove broadband faults?
Most routers record connection events, including disconnections and re-syncs, in the admin panel. These entries corroborate your manual log with technical timestamps, helping show the fault is on the line rather than in your behaviour or imagination.
What will CISAS accept as evidence of an intermittent fault?
A clear, dated timeline of drop-outs, supported by router log entries and monitoring data, is the kind of evidence that supports an ombudsman case. The more systematic and multi-source your record, the harder it is for the provider to dispute the fault.
