topic Re: Have to restart router nearly everyday in Broadband

Have to restart router nearly everyday

Frakesk — Mon, 06 Sep 2021 07:26:04 GMT

Since joining Plusnet I have had had to continuously restart the router as the signal keeps dropping out, sometimes twice a day..

At first I thought it was because they were working on the lines in the area, but still the same.

Any help appreciated

Kathy

Re: Have to restart router nearly everyday

jab1 — Mon, 06 Sep 2021 07:29:31 GMT

@Frakesk Welcome to the forums. How long have you been a PN customer? One idea - is the username on your router correct?

Re: Have to restart router nearly everyday

Frakesk — Mon, 06 Sep 2021 07:54:57 GMT

Good question, I have been with Plusnet for a year, cant believe I have put up with it for so long.

Name looks fin

Re: Have to restart router nearly everyday

jab1 — Mon, 06 Sep 2021 07:57:14 GMT

OK. Next question - so I give the right information - are you actually on an ADSL connection, or FTTC?

Re: Have to restart router nearly everyday

Frakesk — Mon, 06 Sep 2021 08:04:11 GMT

ADSL

Kathy

Re: Have to restart router nearly everyday

jab1 — Mon, 06 Sep 2021 08:08:25 GMT

Thanks. As a start then, a couple of things. When you say you have to restart it, can you explain why? Can you also provide a a screenshot of the Help Desk tab from your router - obscuring any personal information?

Re: Have to restart router nearly everyday

Gel — Mon, 06 Sep 2021 08:22:50 GMT

and clarify too if it's just the wifi that's dropping, whilst router Internet connection light stays solid ie so would still work

on device wired into one of router's sockets.

Re: Have to restart router nearly everyday

Frakesk — Mon, 06 Sep 2021 08:27:56 GMT

Everything goes slow and then message pops up not connected, and lights on router flashing like mad

Re: Have to restart router nearly everyday

jab1 — Mon, 06 Sep 2021 08:38:18 GMT

Kathy, a couple of things - your down-stream SNR looks a little high, and the D/S data rate a little low - but this could be because of you restarting.

You really need some input from Plusnet on this, because there is no obvious reason that I can see.

@Gandalf , @adam945 - any ideas/help?

Re: Have to restart router nearly everyday

TheMightyAJ — Mon, 06 Sep 2021 12:14:29 GMT

Hi @Frakesk,

I'm sorry to hear that you're experiencing this issue. I've tested your line and made some changes to the settings that will take affect within the next 48 hours. I'd ask that you please not reboot the router for the time being, so that we can monitor how the line performs from this point. I've logged a ticket on the account and will check back in on Thursday. If you have any questions in the meantime then please don't hesitate to get back in touch and we'll be happy to help.

Re: Have to restart router nearly everyday

Frakesk — Wed, 08 Sep 2021 21:02:25 GMT

Hi Alex J

Just to update The signal dropped both Monday and Tuesday evening, but then recovered.

This evening Wednesday dropped out altogether and had to reboot.

Thanks

Kathy

Re: Have to restart router nearly everyday

adam945 — Fri, 10 Sep 2021 09:23:53 GMT

Hello @Frakesk

Thanks a lot for reaching out and I'm sorry to hear that the problems on the line are ongoing following the DLM reset processed by @TheMightyAJ

Looks like he's also taken personal ownership of this matter, so I haven't made any changes this morning, but will let him know that that you#ve reached out. There's a couple of things I'd give a go here, including increasing the stability profile on the line, which might have a slightly negative impact on speed, or increasing the target SNR.

I'll leave it for Alex to decide though, he has a lot more experience than I do with this sort of thing.

xDSL Status Check
Circuit ID:	CBUK60890563	Service ID:
Telephone NO.:	NA	Test Executed On:	10-09-2021 10:11:04

xDSL Status Test Summary
Sync Status:	Circuit In Sync
General Information
NTE Status:	NTE Power Status:	Unknown	Bypass Status:


	Upstream DSL Link Information	Downstream DSL Link Information
Loop Loss:	18.6	33.5
SNR Margin:	5.3	7.7
Errored Seconds:	7	3
HEC Errors:	0
Cell Count:	15685	31476
Speed:	848	8184


Maximum Stable Rate (KBPS):	5120	Fault Threshold Rate (KBPS):	4096
Mean Time Between Retrains (Seconds):	23366	Mean Time Between Errors Upstream (Seconds):	73
Indicative Line Quality:	A	Mean Time Between Errors Downstream (Seconds):	53
Custom Thresholds
MTBR_RED:	MTBE_RED:
MTBR_GREEN:	MTBE_GREEN:

Re: Have to restart router nearly everyday

adam945 — Fri, 10 Sep 2021 17:16:30 GMT

Hello @Frakesk

Just letting you know, I've taken some advice from a colleague and have just placed an order with Openreach to increase the stability profile on the line.

See how you get on with your connection over the next week and let us know if things have not improved.

Re: Have to restart router nearly everyday

Frakesk — Sat, 11 Sep 2021 07:09:46 GMT

Hi Thanks for this,

I will wait and see if I get any improvement.

Kathy

Re: Have to restart router nearly everyday

Frakesk — Tue, 12 Oct 2021 08:56:22 GMT

Hi,

Just thought I would give an update.

There was a slight improvement but still have to restart or just give up and see if any better the next day.

Thanks

Kathy

Re: Have to restart router nearly everyday

Gandalf — Tue, 12 Oct 2021 13:07:45 GMT

Hi Kathy. I'm really sorry to see you're still having issues with your connection.

I've tested your line today and the tests are showing what's known as a "Loop (Rectified)" fault which is a bit like a short-circuit normally caused by equipment or wiring that's gone wrong.

Is your router plugged into the master telephone socket? If possible would you be able to remove the faceplate of the master socket which should reveal a test socket as pictured Here? This should disconnect any wiring from the broadband line.

If you can leave the router and anything else you have like a phone unplugged with the faceplate removed and nothing in the test socket, then post back (assuming you have a mobile with some data on) I can retest your line. This should then identify if the problem's inside or outside your house.

If it's outside we can arrange an Openreach engineer to investigate further but if it's inside then I'd suggest we retest your line with bits of your equipment plugged back in one by one until we find out what's causing the issue.

Re: Have to restart router nearly everyday

Frakesk — Tue, 12 Oct 2021 16:00:13 GMT

All unplugged and master revealed

Re: Have to restart router nearly everyday

Gandalf — Tue, 12 Oct 2021 16:33:53 GMT

Thanks Kathy. Just tested your line now and the tests are passing.

Could you fit the faceplate back on to the master socket, still with nothing else plugged in?

Let me know afterwards and I'll run another test

Re: Have to restart router nearly everyday

Frakesk — Tue, 12 Oct 2021 16:51:08 GMT

Plugged in thanks

Re: Have to restart router nearly everyday

Gandalf — Tue, 12 Oct 2021 16:58:59 GMT

Thanks for the quick response Kathy.

I'm seeing the loop fault now on the line test so looks like the faceplate may have developed a fault.

Could you remove the faceplate again and plug in what you normally have but into the test socket using a microfilter?

Let me know again and I'll run another test