topic Re: Frequent Disconnects and Speed Drop in Broadband

Frequent Disconnects and Speed Drop

sweeep1963 — Mon, 01 Aug 2022 14:13:24 GMT

For several months now, our internet is going down and requiring a reboot of the modem to start working again. This is happening anywhere from several times per day to several times per week. Also, the speed has slowly been dropping over the last 2-3 years (and even more recently) to the point where it is now barely above the minimum guaranteed.

I'd appreciate some help to check if the line is okay or any other suggestions.

Thanks

Re: Frequent Disconnects and Speed Drop

jab1 — Mon, 01 Aug 2022 15:06:43 GMT

@sweeep1963

A couple of self-help options:- (1) Check your phone line for noise - dial 17070 from your phone and select option 2 - after the confirmation of your phone number, the line should be totally silent except for the regular 'Quiet Line Test' announcement - ANY other noise report a phone fault via: https://www.plus.net/help/report-a-problem/phone/

If that passes as clear, report a Broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

If that declares 'No Fault Found', come back here, and we can try the longer way round.

Re: Frequent Disconnects and Speed Drop

sweeep1963 — Mon, 01 Aug 2022 18:46:26 GMT

Hi, thanks for the suggestions. I had already used the troubleshooter and selected the line was clean as I just used the dial tone and could'nt be sure. I've just tried the quiet line test and there is some faint static though I cannot be sure as we no longer have a phone to connect directly into the socket.

Re: Frequent Disconnects and Speed Drop

jab1 — Mon, 01 Aug 2022 18:54:56 GMT

How was your phone connected then - it has to be in the master socket to even work.

Re: Frequent Disconnects and Speed Drop

sweeep1963 — Mon, 01 Aug 2022 19:02:10 GMT

I mean they are wireless phones

Re: Frequent Disconnects and Speed Drop

jab1 — Mon, 01 Aug 2022 19:13:41 GMT

Ah -OK. So are mine, although I have a corded one for emergencies/testing. If there was any noise during the QLT, apart from the regular announcement, report a PHONE fault via the relevant link I gave you earlier, although it won't get picked up until tomorrow now.

Let us know what the result is.

Re: Frequent Disconnects and Speed Drop

Gandalf — Tue, 02 Aug 2022 15:37:39 GMT

Hi there,

I'm really sorry to see you're having connection issues. I've tested your line today and the tests aren't showing any problems. I can also see we've raised a fault with our suppliers who haven't found an issue either.

I've had a look at a graph showing your connection which I've attached below and things look stable from what I can see.

Are your devices connecting over WiFi or do you have a device plugged into your router which is dropping as well?

Re: Frequent Disconnects and Speed Drop

sweeep1963 — Tue, 02 Aug 2022 18:44:55 GMT

Hi, all devices lose connection, both wired and wireless. The graph seems to show the moments which I am referring to, such as earlier today where the connection drops requiring me to manually unplug and replug the modem for the internet to work again.

Re: Frequent Disconnects and Speed Drop

sweeep1963 — Thu, 04 Aug 2022 08:40:02 GMT

I have received this message after reporting the issue through the troubleshooter: Our suppliers have advised us that they have fixed the issue you reported to us. Would it be possible to have a DLM reset as the disconnections most likely caused the line to be banded?

Thanks

Re: Frequent Disconnects and Speed Drop

jab1 — Thu, 04 Aug 2022 08:48:08 GMT

@sweeep1963 What results do you get from: https://speedtest.btwholesale.com/ - running the 'Additional Diagnostics'?

Re: Frequent Disconnects and Speed Drop

sweeep1963 — Thu, 04 Aug 2022 08:53:43 GMT

The download speed is 36.7mbps with the IP Profile saying 38.6. Though the response from plusnet on the fault report showed this:
KBD Test Results
Circuit is in sync: true
Customer is online in RADIUS: true
Download speed: 40000
Upload speed: 10.9 Mbps

The 40000 is what made me think it may be banded, considering in the past we were getting over 50 and it has slowly come down.

Re: Frequent Disconnects and Speed Drop

jab1 — Thu, 04 Aug 2022 09:06:30 GMT

I don't think that is banding. I'm not with PN, but my details show connection at 3995 - on a 40/10 profile - and I get around 37Mbps on a speed test. My modem/router reports the connection at 40/10, current throughput at 39.99, effective data rate 39.34.

Re: Frequent Disconnects and Speed Drop

sweeep1963 — Thu, 04 Aug 2022 09:19:30 GMT

I checked https://www.broadbandchecker.btwholesale.com/ and observed speed yesterday was 39.99. Either way the decreasing speed is quite frustrating. I've just checked the broadband section of my account on the plusnet member centre and the minimum guaranteed speed is now 29.2, dropping from 35. A few months ago this "guarantee" was 40, and before that even higher...

Re: Frequent Disconnects and Speed Drop

jab1 — Thu, 04 Aug 2022 09:26:44 GMT

@sweeep1963 What was your MGAL when you started this contract? Can you please post a screenshot of the wholesale checker, making sure you obscure your phone number?

Re: Frequent Disconnects and Speed Drop

sweeep1963 — Thu, 04 Aug 2022 09:32:53 GMT

The MGAL has changed a lot since fibre first came to the area but over the last 5+ years or so its generally been 42-48. I've attached the screenshot of the wholesale checker.

Re: Frequent Disconnects and Speed Drop

jab1 — Thu, 04 Aug 2022 09:55:34 GMT

Thanks for that @sweeep1963 . As you may see from that, your speed should be much higher, and you are actually below the hand back threshold - by a very tiny amount.

I would wait for one of the Help team to pick this up, but if they haven't by close of play (8PM) tomorrow, post back Monday.

Re: Frequent Disconnects and Speed Drop

sweeep1963 — Thu, 04 Aug 2022 10:12:21 GMT

Yes I spoke to someone over the phone and it looks like they've done a reset as a speedtest now shows 39-40mbps, indicating a sync over 40 (I can't check to be exact as this modem doesn't show any stats), though still much lower than we've had in the past.

Re: Frequent Disconnects and Speed Drop

jab1 — Thu, 04 Aug 2022 10:23:11 GMT

What modem/router do you have? If you can't get any stats off it/tem, I would replace them with something a little more useful.😉

Re: Frequent Disconnects and Speed Drop

sweeep1963 — Thu, 04 Aug 2022 10:31:55 GMT

Just the openreach one, it is unlocked to check stats in the past but at the moment it's not setup

Re: Frequent Disconnects and Speed Drop

jab1 — Thu, 04 Aug 2022 10:36:02 GMT

What router are you using?