topic Re: Internet keeps cutting out at random in Broadband

Internet keeps cutting out at random

mickc29 — Sun, 27 May 2018 20:04:29 GMT

Hi, my internet keeps cutting out at random, usually a couple of times every hour for about 1-5 minutes each time. Any chance this could be resolved? Cheers

Re: Internet keeps cutting out at random

derenstar — Mon, 28 May 2018 09:29:23 GMT

Hi, we have been experiencing the same issues. I am currently trying to ring customer services and have been on hold for an awfully long time. We moved to a plusnet from BT less than 6 months ago mainly due to price. Wish we’d never bothered; we never had these problems with BT.

Re: Internet keeps cutting out at random

Nemo2000 — Mon, 28 May 2018 13:02:44 GMT

I too have had similar problems, both with the connection and getting any 'support'.

Spoke to Plus support (long wait!), who diagnosed a line fault and referred me to BT (my phone provider). BT tested and said NO line fault, so referred me back to Plus 😞

Plus support had raised a Question No 175547366, but then closed this, so I can't reply on it !!! Nor do I seem able to raise a new Question, and chat is OFF. Life is too short to spend all day hanging on the phone in a queue........

Grrrr 😞

Re: Internet keeps cutting out at random

adamwalker — Tue, 29 May 2018 14:57:10 GMT

@mickc29

I've tested your line but we're not seeing any obvious problems. Can you try following the checks here next please? https://goo.gl/tu2WWu

@derenstar

Can you let me know how you get on with the checks mentioned on ticket 175589958 please?

@Nemo2000

Same goes, please let me know how you get on with what we recommended on 175590120 and I'll make sure we get you all sorted.

Re: Internet keeps cutting out at random

Nemo2000 — Tue, 29 May 2018 15:05:20 GMT

Thanks Adam. Now monitoring the situation following discussion with Support this AM, also covered by Q 1755901131. Speed has improved from 2.8MB to 3.9MB, waiting to see if it gets back to normal in due course (c.4.7MB).

Re: Internet keeps cutting out at random

derenstar — Thu, 31 May 2018 18:42:14 GMT

Thanks Adam. I managed to get through yesterday and spoke with [CSA Removed]. He suggested it may have been because we were using an adsl filter and asked us to remove it which we did. Everything seems to be working ok now and we’ve not had any further dropped connections. Hopefully it stays that way.

Moderator's note by Dick (Strat): CSA name(s) removed (to an area staff can see) as per Forum rules.

Re: Internet keeps cutting out at random

GrahamTre — Tue, 29 May 2018 15:55:46 GMT

Hi Adam

I have been having somewhat similar problems; sorry I have not phoned, but I did phone a couple of weeks ago and had a long wait. The guy tested my line and said it looked good but my IP address was quite old and he renewed it. Unfortunately this did not make any significant difference. I have attached a log for 27/5 which was pretty bad, that day I used mobile tethering to check my USB wifi, I also tried switching on/off and using a wire to reset. No change still dropping. During the longest continuous drop the Broadband light was still illuminated and not flickering. Today I located the master socket and plugged in there and disconnected everything else, phone, etc. No different.

I was not aware of the problem until I tried to update the maps on my sat nav; first it started coming up saying internet disconnect error, then I got a message to say maps corrupted, reload maps and then it packed up altogether. I phoned TomTom to complain and they looked at my map download history and said that the frequent disconnects, particularly during the final stage, when the maps are transferred to the device had caused the problem. I did not believe them, so I bought the Net Uptime monitor from Thinkbroadband and was staggered by the level of disconnects.

Maybe someone could phone me tomorrow and advise me on what we do next? You will have my tel. number; I just need to reconnect the phone tonight!! Thanks Graham

Re: Internet keeps cutting out at random

mickc29 — Wed, 30 May 2018 16:55:29 GMT

Funnily enough, I done these checks the day I posted this and since then it hasn't done these drops in the connection. However, a couple of months ago it had been doing these drops for a while, so I disconnected everything relating to the router, restarted it and it was fine for a small period of time, then the drops in the connection came back, so I posted this question here. So now I worry that eventually my internet is going to start doing it again anytime soon, is there a permanent fix for this?

Re: Internet keeps cutting out at random

adamwalker — Thu, 31 May 2018 12:47:45 GMT

Hi all,

@Nemo2000, looks like we're just awaiting your response back on the fault ticket, it's 175590131.

@derenstar thanks for the update!

@mickc29 It's a lot easier for us to investigate that kind of issue when the issue is observable but the best thing to do is get back to me on here if that does happen.

@GrahamTre sorry to see that, I'll look into what you were advised about the IP as the IP in itself has no effect on the connection.

I've just checked your account myself and ran some diagnostics and everything is looking good, are you connecting to the service over WiFi?

Adam

Re: Internet keeps cutting out at random

Nemo2000 — Thu, 31 May 2018 15:20:53 GMT

Still monitoring...:-)

No apparent loss of DSL since Tuesday AM. No problem while using web and nothing on the router logs for 'quiet' hours.

However speed still stuck at 3.9MB, whereas previously getting ~4.8K. Might this increase with time?

Re: Internet keeps cutting out at random

adamwalker — Thu, 31 May 2018 16:20:00 GMT

Cheers Nemo2000,

Yes, after the connection has remained stable for over 72 hours you should start to see some improvement.

I'll check your account tomorrow so we can see where things are up to with that in case I need to intervene.

Re: Internet keeps cutting out at random

mickc29 — Mon, 04 Jun 2018 17:15:05 GMT

Hi, could you check my internet again please? It's started dropping out again a couple of times an hour or so, cheers

Re: Internet keeps cutting out at random

GrahamTre — Mon, 04 Jun 2018 19:25:19 GMT

Hi Adam

I am having similar problems, I have now tested all the alternatives, connecting to master socket, using cable connection from router to PC and wifi options, regardless of the way I connect to the router I get drop outs daily, some have been for more than a minute.

Attached is a graph of what has been happening over the past couple of weeks. How do we take this forward? Thanks Graham

Re: Internet keeps cutting out at random

adamwalker — Tue, 05 Jun 2018 09:08:37 GMT

@mickc29 and @GrahamTre I've just checked your lines but tests aren't showing any obvious issues, the best thing to do next is to make sure the checks here have been ruled out: https://goo.gl/tu2WWu

Once those are our of the way the best thing to do is report a fault over at http://faults.plus.net

Do keep us posted.

Re: Internet keeps cutting out at random

mickc29 — Sat, 09 Jun 2018 11:13:42 GMT

I've done all the checks that I can do, and my internet is still constantly cutting out. It seems like it's cutting out a lot more frequently right now as well, but still only for about 3-7 minutes at a time. I'll be trying to load a webpage and all of a sudden it'll say there's no internet connection. I'll be connected to my router but it'll have a small exclamation mark next to the wifi

Re: Internet keeps cutting out at random

MasterOfReality — Sat, 09 Jun 2018 14:22:28 GMT

Hi @mickc29

I have see you raised a fault through the portal.

I have started work on this for you.

Please click here to view the ticket i have updated and give it a read through. Reply to us with the information requested and we can progress this asap.

Kind Regards,

Re: Internet keeps cutting out at random

mickc29 — Tue, 12 Jun 2018 20:28:39 GMT

I've gave all the information as far as I know, and had my router connected to the test socket for the past few days, however the problems still persist. I don't have another microfilter or router I could test this on, would this still mean I could be charged a fee? At the moment I'm sure these cutouts are getting worse. Just typing this message my internet has cut out a good 3 or more times

Re: Internet keeps cutting out at random

adamwalker — Wed, 13 Jun 2018 09:34:35 GMT

Thanks @mickc29 Engineer visits can be chargeable if the fault is found to be due to any equipment or wiring within the home, if no fault is found or if for some reason the engineer isn't able to enter your property at the time of the visit. With that in mind if there's a possibility of borrowing a spare router and filter to try I would look into doing that next.

@GrahamTre I've sent a reply to the fault ticket on your account advising how we can move things forwards.

@Nemo2000 I've just sent a response to your account too.

@derenstar Everything looks good from our point of view, do shout up if you're still seeing problems.

Re: Internet keeps cutting out at random

Nemo2000 — Wed, 13 Jun 2018 09:52:00 GMT

Since the initial problem of several random losses of DSL within s short period, my line seems to have stabilised. It /may/ drop out on 1 or 2 occasions a week for a few seconds only. My only concern now is that speed is about 1MB slower than it used to be.

BT checked the line and reported 'no fault'. A long session of testing by Plusnet support yielded no fault. So sending out an engineer for a visit that would be chargeable to the customer if no fault is found seems a bit risky 🙂

Re: Internet keeps cutting out at random

Gandalf — Wed, 13 Jun 2018 11:49:39 GMT

@Nemo2000 glad to hear your connection is more stable now.

As your speed estimates are between 1mbps to 3mbps and your connection is currently performing above that at 3.7mbps with no detected issues, I too wouldn't recommend an engineer visit at this stage. There can be various reasons why speeds drop over time though unfortunately it's still within expectations.

Is there any noise on your phone line if you dial 17070 from a home phone handset?

This may help diagnose the cause of the problem.