topic Re: Constant Disconnect / Reconnect in Broadband

Constant Disconnect / Reconnect

Robert88 — Fri, 29 Jul 2022 10:34:06 GMT

Me again

After the previous thread of probelms the banding was removed, Internet was fine for weeks, high speeds no drops etc. but recently after coming back from a week away there's a new problem

Basically the internet connection is constantly disconnecting and then reconnecting moments later at a completely different speed, anywhere between 10Mbps and 500Kbps, the disconnects happen sometimes 10+ times before stopping and staying on a specific speed that's anywhere between the above speed, and stay that way for about a day, during these errors the router itself is not flashing orange or seemingly being reset

Manually resetting the router does nothing

Doing the automated line checker service tells me there is no line fault

Quiet line test is silent

All the usual testing procedures Plusnet recommends does nothing

Here are the router stats between 2 random disconnect / reconnects, moments apart

6. Data rate: 910 / 9125

7. Maximum data rate: 18442 / 9136

8. Noise margin: 7.7 / 6.1

9. Line attenuation: 21.1 / 41.3

10. Signal attenuation: 21.1 / 39.5

6. Data rate: 882 / 2539

7. Maximum data rate: 17716 / 9352

8. Noise margin: 3.9 / 22.5

9. Line attenuation: 21.0 / 41.0

10. Signal attenuation: 21.0 / 39.9

Re: Constant Disconnect / Reconnect

dvorak — Fri, 29 Jul 2022 10:56:37 GMT

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Re: Constant Disconnect / Reconnect

Robert88 — Fri, 29 Jul 2022 11:02:38 GMT

Just for comparison

Router stats on the speed it's settled at now after 20+ connection interruptions

6. Data rate:	756 / 4223
7. Maximum data rate:	19408 / 7820
8. Noise margin:	11.3 / 17.7
9. Line attenuation:	20.5 / 40.1
10. Signal attenuation:	20.5 / 38.4
11. Data sent/received:	6.0 MB / 115.3 MB

Re: Constant Disconnect / Reconnect

jab1 — Fri, 29 Jul 2022 11:09:44 GMT

@Robert88 The automated checker is obviously wrong - you do have a problem, and if the QLT is silent, then the problem is somewhere on the BB side of the circuit. Hopefully one of the Help Team will pick this up shortly.

Re: Constant Disconnect / Reconnect

Robert88 — Fri, 29 Jul 2022 11:15:01 GMT

Yeah last time I used the automated line checker it told me there was no fault literally days before the engineer came and found a fault....

but I know it's a procedure that usually gets asked to do so I did it either way just to be sure

Re: Constant Disconnect / Reconnect

jab1 — Fri, 29 Jul 2022 11:19:59 GMT

Fair enough, @Robert88 - but you'll probably get told to do it again, or 'visit this link' https://www.plus.net/help/broadband/connection-troubleshooting/

Re: Constant Disconnect / Reconnect

Gandalf — Fri, 29 Jul 2022 11:32:41 GMT

Hi there,

I'm really sorry to see you're having a lot of connection issues again.

I've tested your line and as you've found out the tests aren't showing a definitive cause for the drops.

I can either arrange another engineer visit with you to investigate further or alternatively try another router. Are you still using the Hub One we've sent you in 2018 or do you have your own router?

If you'd like me to arrange an engineer, when could you be available for a visit? The engineers are available weekday timeslots (and occasionally Saturday's) of 8am to 1pm or 1pm to 6pm.

Re: Constant Disconnect / Reconnect

jab1 — Fri, 29 Jul 2022 11:44:45 GMT

@Robert88 If your Hub is that old, I would suggest trying another, or, if PN offer you a new one, accept the offer. In any case, the last snippet of your Help Desk clearly indicates an issue, so get an engineer visit arranged.

Re: Constant Disconnect / Reconnect

Robert88 — Fri, 29 Jul 2022 11:45:37 GMT

Probably best for an engineer visit, should be able to tell if the 2018 router or something else is the problem then

Any Weekday 8am - 1pm would be best for a visit (but 1pm - 6pm is still fine either way)

Re: Constant Disconnect / Reconnect

Robert88 — Fri, 29 Jul 2022 11:59:38 GMT

Although if you did want to send a Router before the engineer visit to double check it, that would be grand

Re: Constant Disconnect / Reconnect

Gandalf — Fri, 29 Jul 2022 12:19:49 GMT

I've raised a fault with our suppliers, but it looks like they're wanting to carry out some diagnostics remotely before offering us the option to arrange an engineer visit. In the meantime, I've sent you a new Hub One now, which you should receive within 3 to 5 working days, although normally a lot quicker depending how fast the post is in your area.

Let me know how it goes.

Re: Constant Disconnect / Reconnect

jab1 — Fri, 29 Jul 2022 12:26:23 GMT

That 'remote testing' is interesting - wonder why?😀