topic Re: random dropouts in Broadband

random dropouts

Andrew12 — Sun, 14 Aug 2022 17:44:11 GMT

My father is a customer, who appears to be getting a minimum of 5 "random" dropouts a day/

they occur at random times, and last for random intervals.

I have gone through the trouble shooting guides re master socket and rebooting and resetting the router, but they are still occurring.

Apparently this has been an ongoing issue since at least the start of the year, but i have only just been informed

Does anyone know what can be done to remedy this

Re: random dropouts

jab1 — Sun, 14 Aug 2022 17:51:57 GMT

@Andrew12 Difficult to answer your 'Does anyone know what can be done to remedy this' question without more detail. Are these 'drop-outs' the router or the wireless connection, how do they manifest themselves, and do they correct without intervention?

I will post below a list of checks which may help other Community members to advise.

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://www.plus.net/help/report-a-problem/broadband/

Re: random dropouts

Andrew12 — Sun, 14 Aug 2022 18:01:15 GMT

The drops are from the router itself. The lights flash and change colour to red and everything is unavailable. The router normally turns back tot the blue/green lightt without having to do anything.

Will try the line test and the recommendations and get back to you

Re: random dropouts

jab1 — Sun, 14 Aug 2022 18:03:26 GMT

OK, sounds like an external issue, but without the results from the tests I requested, it is difficult to be certain.

Re: random dropouts

MillerJones — Tue, 16 Aug 2022 12:41:35 GMT

How many devices connected to the router and are they mostly all wireless?

I have found this can happen when router gets overloaded which doesn't take that many devices which is why you see some providers mention about limited devices now.

Re: random dropouts

jab1 — Tue, 16 Aug 2022 13:01:46 GMT

@MillerJones The OPs problem has nothing to do with the number of devices connected (wirelessly or otherwise) - it is clearly, from their description of the Hubs lights behaviour, a problem most likely in the BT/OR infrastructure, which is why I requested the information I did, above.

@Andrew12 Ignore the post from MillerJones - it is of no relevance to your issue.

Re: random dropouts

MillerJones — Tue, 16 Aug 2022 14:53:03 GMT

@jab1 you dont know that I have seen people have this same issue due to overloading the load due to too many devices/traffic.

You need to learn what fault finding is and people try what they can on there end first.

It may well be nothing to do with this which yes 99% it wont but its possible.

Re: random dropouts

jab1 — Tue, 16 Aug 2022 20:21:19 GMT

@MillerJones With all due respect - I do know what fault-finding is - I have spent around 20 years on various tech/ISP support forums and 45+ years of computer/IT real-world problem solving, so I think I know what I'm talking about.

Re: random dropouts

Gandalf — Wed, 17 Aug 2022 16:54:47 GMT

Hi @Andrew12,

I'm really sorry to see your father's having connection issues.

If this is still the case, could you private message me his account username so I can take a look?

Re: random dropouts

Andrew12 — Wed, 17 Aug 2022 17:58:44 GMT

Re: connected Devices.
there are at most 4 mobiles connected, 1 x laptop, 1 x desktop and 1 x skybox, all connected wirelessly. during the day when this occurs, there isare only the computers and the sky box connected.

The quite line test gave no discernable noise other the the quiet line test talking

BT Broadband check.

Telephone Number on Exchange RETFORD is served by Cabinet 11

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate (Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date	Left in Jumper
Featured Products	High	Low	High	Low
VDSL Range A (Clean)	61.8	43	13.6	8.6	35	Available	Available	--
VDSL Range B (Impacted)	60.7	40	13.4	8.1	35	Available	Available	--

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability Date	FTTP Install Process
FTTP on Demand	330	50	--	Available	--

ADSL Products	Downstream Line Rate (Mbps)	Upstream Line Rate (Mbps)	Downstream Range(Mbps)	ADSL Availability Date	Left in Jumper
WBC ADSL 2+	Up to 1	--	1 to 3	Available	--
ADSL Max	Up to 0.75	--	0.75 to 2.5	Available	--
WBC Fixed Rate	1	--	--	Available	--
Fixed Rate	1	--	--	Available	--

SOADSL Products	Downstream Line Rate (Mbps)	Upstream Line Rate (Mbps)	Downstream Range(Mbps)	WBC SOADSL Availability Date	Left in Jumper
WBC SOADSL 2+	Up to 1	--	1 to 3	--	--
SOADSL Max	Up to 0.75	--		--	--
SOADSL Fixed Rate	Up to 1	--	0.75 to 2.5	--	--

Observed Speeds	VDSL
Max Observed Downstream Speed	25
Max Observed Upstream Speed	4.29
Observed Date	2022-08-16

Other Offerings	Availability Date
VDSL Multicast	Available
ADSL Multicast	Available

Premise Environment	Status
Bridge Tap	U
VRI	--
NTE FacePlate	--
Last Test Date	02-07-2022

Exchange Product Restrictions	Status
FTTP Priority Exchange	N
WLR Withdrawal	N
SOADSL Restriction	Y

The exchange is not in a current fibre priority programme

WLR is currently available at the exchange

SOADSL is restricted at the exchange

FTTP is not available.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 30 Nov 2012. The Formal Retirement date for IPstream is from 30 Jun 2014.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

Mildenhall exchange:Only single order products are available and ADSL and ADSL2+ products are not shown as available.However for premises that can only be served by SOADSL, BT will continue to accept ADSL and ADSL2+ orders until SOADSL is available.

home hub log:

Information for Helpdesk agents

When contacting the Plusnet Broadband helpdesk, the agent might ask you for details about your Plusnet Hub. This page contains all of the information they are likely to request.

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ01336885
3. Firmware version:	Software version 4.7.5.1.83.8.289.1.3 Last updated 23/11/21
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 01:53:57
6. Data rate:	4296 / 24999
7. Maximum data rate:	8967 / 38238
8. Noise margin:	8.7 / 8.1
9. Line attenuation:	25.8 / 20.4
10. Signal attenuation:	25.6 / 18.6
11. Data sent/received:	78.9 MB / 420.0 MB
12. Broadband username:	xx@plusdsl.net
13. 2.4 GHz Wireless network/SSID:	PLUSNET-FX97
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:	PLUSNET-FX97
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:	64:66:24:d7:57:86
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

Hope this helps

Re: random dropouts

Gandalf — Wed, 17 Aug 2022 18:07:35 GMT

Thanks for the detail and private message!

I've tested your father's line and the tests are showing what's known as an "Impairment in copper joint" so I'd like to arrange an Openreach engineer who will need access to his property to carry out an investigation.

Would you happen to know when he could be available for a visit? The engineers are available weekday timeslots (and occasionally Saturday's) of 8am to 1pm or 1pm to 6pm. If you can let me know, I'll be happy to arrange it.

Re: random dropouts

jab1 — Wed, 17 Aug 2022 18:10:33 GMT

@Andrew12 Thanks for that information - it confirms my initial suspicions - you are losing xDSL for some reason - I suspect a fault somewhere upstream from the property in the BT/OR network. Sorry to ask, because I'm sure it is, but is the Hub left powered on 24/7/

If you could make a reply on here - to enable you to send private messages (and confirm my question), I suggest you then PM @Gandalf with the information he has requested.

EDIT @Gandalf beat me to it as I was typing. I'll leave it in his capable hands, but will watch the topic until you confirm it fixed.

Re: random dropouts

Andrew12 — Wed, 17 Aug 2022 22:38:51 GMT

Many thanks for this. The property is available pretty much any time. Let me know when they will be here.

Re: random dropouts

Gandalf — Thu, 18 Aug 2022 13:20:41 GMT

No problem Andrew, I've booked the engineer for tomorrow 8am to 1pm.

Let me know how it goes.

Re: random dropouts

Andrew12 — Sun, 21 Aug 2022 18:12:08 GMT

The engineer changed the master switch and one internal cable. But the random dropouts are still happening

Re: random dropouts

jab1 — Sun, 21 Aug 2022 18:17:55 GMT

@Andrew12 Very sorry to hear this, My apologies for asking for more information, but could you once again post the Help Desk info, and the WAN log. Sounds like this needs re-raising to BT/OR, and having documented evidence may help Plusnet push it.

Re: random dropouts

Andrew12 — Tue, 23 Aug 2022 17:48:24 GMT

Hub info:

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ01336885
3. Firmware version:	Software version 4.7.5.1.83.8.289.1.3 Last updated 23/11/21
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 00:18:46
6. Data rate:	9421 / 36519
7. Maximum data rate:	9690 / 36552
8. Noise margin:	6.2 / 6.0
9. Line attenuation:	26.0 / 20.0
10. Signal attenuation:	25.8 / 18.0
11. Data sent/received:	10.1 MB / 387.0 MB
12. Broadband username:	@plusdsl.net
13. 2.4 GHz Wireless network/SSID:	PLUSNET-FX97
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:	PLUSNET-FX97
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:	64:66:24:d7:57:86
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

BT checker:

Telephone Number on Exchange RETFORD is served by Cabinet 11

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate (Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date	Left in Jumper
Featured Products	High	Low	High	Low
VDSL Range A (Clean)	67.1	46.5	16	10.2	40	Available	Available	--
VDSL Range B (Impacted)	65.8	43.8	15.7	9.3	35	Available	Available	--

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability Date	FTTP Install Process
FTTP on Demand	330	50	--	Available	--

ADSL Products	Downstream Line Rate (Mbps)	Upstream Line Rate (Mbps)	Downstream Range(Mbps)	ADSL Availability Date	Left in Jumper
WBC ADSL 2+	Up to 1	--	1 to 3	Available	--
ADSL Max	Up to 0.75	--	0.75 to 2.5	Available	--
WBC Fixed Rate	1	--	--	Available	--
Fixed Rate	1	--	--	Available	--

SOADSL Products	Downstream Line Rate (Mbps)	Upstream Line Rate (Mbps)	Downstream Range(Mbps)	WBC SOADSL Availability Date	Left in Jumper
WBC SOADSL 2+	Up to 1	--	1 to 3	--	--
SOADSL Max	Up to 0.75	--		--	--
SOADSL Fixed Rate	Up to 1	--	0.75 to 2.5	--	--

Observed Speeds	VDSL
Max Observed Downstream Speed	34.29
Max Observed Upstream Speed	10.06
Observed Date	2022-08-23

Other Offerings	Availability Date
VDSL Multicast	Available
ADSL Multicast	Available

Premise Environment	Status
Bridge Tap	U
VRI	--
NTE FacePlate	--
Last Test Date	02-07-2022

Exchange Product Restrictions	Status
FTTP Priority Exchange	N
WLR Withdrawal	N
SOADSL Restriction	Y

speed check attached

Moderators Note

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Re: random dropouts

jab1 — Tue, 23 Aug 2022 17:57:32 GMT

@Andrew12 Thanks for that - again, it points to an xDSL (BT/OR network) error - the connection is failing outside your property.

If you can post the WAN log from the Event log drop-down as soon as possible - I'm unavailable tomorrow and won't be around much for the next fortnight - that will prove my point.