topic Re: ADSL router keeps dropping connection in Broadband

ADSL router keeps dropping connection

antrixx — Thu, 10 Mar 2022 22:15:50 GMT

I have ADSL broadband as fibre is not currently available in my area. Unfortunately, the router keeps dropping the connection several times a day. This is especially annoying as my partner works from home and has Teams calls frequently, which can cause a big inconvenience when the connection drops. This is both wired and wireless, so not a WiFi issue. I've tried the suggestions already, and had a test done on the line, which Plusnet text back to say that it's working fine. However, it is still dropping the connection multiple times a day.

Any suggestions? This is driving us mad.

Re: ADSL router keeps dropping connection

Townman — Thu, 10 Mar 2022 22:21:14 GMT

Have you got dial tone and is the phone line quiet?

Re: ADSL router keeps dropping connection

antrixx — Fri, 11 Mar 2022 05:21:59 GMT

I don't have a phone connected to the line as we just use our mobiles. I only use Plusnet for the broadband

Re: ADSL router keeps dropping connection

Townman — Fri, 11 Mar 2022 09:29:02 GMT

In that case you might have challenges finding out what is wrong. A telephone handset is an essential diagnostic tool.

Re: ADSL router keeps dropping connection

Gel — Fri, 11 Mar 2022 11:15:42 GMT

Cheap as chips in Argos and an essential should local towers go down, until Openreach disconnect the copper network!

Re: ADSL router keeps dropping connection

Gandalf — Fri, 11 Mar 2022 16:10:53 GMT

Hi there,

I'm really sorry to see you're having connection issues while your partner's trying to work from home.

I've run a test down your broadband just now and the tests are showing a potential issue with the phone line, which is stopping me from raising a broadband fault, but when testing the line itself, there's no issues showing.

Before booking an phone engineer I just want to be sure if there is a line problem by re-running the test without any internal wiring connected. Would you be able to plug your router into the test socket as explained Here?

If you can let me know once you've done so, I'll make sure we pick this back up as soon as we can.

Re: ADSL router keeps dropping connection

antrixx — Sat, 12 Mar 2022 11:17:37 GMT

The router is the only thing currently connected to the socket. Please re-run the test if you can and hopefully find out what's causing the connection to drop. Thanks.

Re: ADSL router keeps dropping connection

Gandalf — Sun, 13 Mar 2022 19:23:11 GMT

Appreciate your router's the only piece of equipment you have plugged into the telephone socket, but I'd like to rule out any internal wiring which you can do by plugging your router into the test socket.

I've just tested your line again and the tests are showing the same as on Friday. I can arrange a Qube engineer to check things out internally though if you're not able to try the test socket.

Let me know.

Re: ADSL router keeps dropping connection

antrixx — Mon, 14 Mar 2022 06:25:47 GMT

Yes if you could do that it would be great, thanks.

Re: ADSL router keeps dropping connection

Gandalf — Mon, 14 Mar 2022 09:00:05 GMT

Sure, no problem. Would you be able to reply to the ticket I've created on your account Here with when you'll be available for an engineer visit? If you can post back once you've responded, I'll make sure we book the engineer as soon as possible.