topic Re: intermittent connection drops in Broadband

intermittent connection drops

Austen88 — Thu, 22 Sep 2022 15:11:20 GMT

Hi,

I'm using my smarthub 2 in bridge mode and passing through to another router. I found previously that my smart hub was having occasional "moments", light would go orange internet would drop, and I was hoping by taking some of the routing off it it may resolve.

I still find my connection drops very briefly on a daily basis.. for example my router has been up for approximately a day but the wan port dropped this morning.

Looked at using an old openreach modem but it will only get me to about half of the line speed I receive using the hub 2 as a modem.

Any pointers appreciated.
Thanks!

Re: intermittent connection drops

Gandalf — Fri, 23 Sep 2022 17:20:00 GMT

Hi there!

I'm really sorry that your connection's dropping. I've tested your line and the tests are showing a high resistance fault so there's definitely an issue somewhere. Is your hub plugged into the master socket and what type of socket do you have?

Re: intermittent connection drops

Austen88 — Fri, 23 Sep 2022 17:32:35 GMT

Hey Gandalf,

It's plugged into the master which is an openreach split socket. I do live at the end of a rather long copper link from the local cab though. The engineers are usually pretty impressed that it reaches this far when we have faults.

Re: intermittent connection drops

Gandalf — Fri, 23 Sep 2022 17:41:25 GMT

Haha yeah it is fairly long but at least it works most of the time!

I think it's worth calling an engineer out to take a look for you. I'd need to arrange a visit though. When could you be available? As you probably know, the engineers work weekdays and occasionally Saturday's 8am to 1pm or 1pm to 6pm.

Re: intermittent connection drops

Austen88 — Fri, 23 Sep 2022 17:44:42 GMT

Thank you. Any time Monday-Friday will be fine. Thanks for the help.

Re: intermittent connection drops

Gandalf — Fri, 23 Sep 2022 17:52:15 GMT

Cool. Engineer's booked for Monday 8am to 1pm.

Let me know how it goes.

Re: intermittent connection drops

Austen88 — Mon, 26 Sep 2022 11:25:49 GMT

Hey Gandalf,

Engineer visited this morning, great lad, found a fault and even managed to snag me an extra 1Mbps. Up to a blistering 20Mbps. Happy days.

Hopefully it stays stable for a while. Thanks for the help.

Re: intermittent connection drops

Gandalf — Mon, 26 Sep 2022 11:33:10 GMT

Vrrrroooom!

On a serious note, I'm glad that the engineer's improved things for you and fingers crossed FTTP comes to you soon.

If you fancy giving them some feedback to make their day, fill out the form Here to let Openreach know.

Let me know if there's anything else you'd need help with.

Re: intermittent connection drops

Austen88 — Mon, 26 Sep 2022 11:48:14 GMT

Great stuff, I used to work at Openreach in business fibre delivery so could eCard people before.

Thank you again for the help, have a great week!

Re: intermittent connection drops

Gandalf — Mon, 26 Sep 2022 11:54:10 GMT

Yep I remember eCards. As part of BT Group, we used them here too internally within Plusnet.

Things have evolved since then and it's a different system though the sentiment is the same.

Cheers, no problem and hope you have a good week as well!

Re: intermittent connection drops

Austen88 — Wed, 28 Sep 2022 16:20:10 GMT

Alas it seems to be playing up again. Not sure if it's just my hub being dumb but I seem to be off again.

Re: intermittent connection drops

Gandalf — Wed, 28 Sep 2022 16:54:30 GMT

Ah I've ran a test and it isn't showing any issues but I see your hub has definitely lost sync so it wouldn't be able to pull down the PPP details automatically. Was your hub switched on a few mins ago? If so I'd like to send you a new hub.

Re: intermittent connection drops

Austen88 — Wed, 28 Sep 2022 17:15:40 GMT

Hey, yeah I've been rebooting it / factory receive it intermittently to see if it was a config issue (I work at a fibre alt net now and we use tftp to supply router config so I didn't know if it was possibly a similar situation). Can I recover it by adding the ppoe details manually or doing a funky reset of some sort?

Re: intermittent connection drops

Gandalf — Wed, 28 Sep 2022 17:23:55 GMT

Hey, ah no worries. Factory resetting the hub should pull the config down automatically or failing that then manually adding the details but neither will work while the hub's out of sync. Just ran a test now and it's showing the same.

Assuming your hub has been powered up since your post? Wanting to make sure I'm not running the test while it's off.

Re: intermittent connection drops

Austen88 — Wed, 28 Sep 2022 17:38:02 GMT

It was. I just swapped it to an old OR modem that I used before I received my Plusnet hub, can't seem to snag a connection though. I'll leave it running for the next couple of hours and see if it comes up.

Re: intermittent connection drops

Gandalf — Wed, 28 Sep 2022 18:26:26 GMT

Ah no problem. I've ran another test and it's still showing out of sync so seems to rule out a modem fault as you've effectively tried two. I think it's worth arranging an engineer to take another look. You still free anytime Monday to Friday?

Re: intermittent connection drops

Austen88 — Wed, 28 Sep 2022 18:30:10 GMT

I am. WFH so always around. Anything else you want me to try before going for an engineer?

Re: intermittent connection drops

Gandalf — Wed, 28 Sep 2022 18:41:43 GMT

Cool. There isn't much to try other than what you've done already apart from making sure things are set up correctly: https://www.plus.net/help/broadband/connection-troubleshooting/

Actually you could try plugging the hub or modem into the test socket found behind the faceplate of the master socket: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Re: intermittent connection drops

Austen88 — Wed, 28 Sep 2022 18:57:11 GMT

Guess what, plugged into the master with a filter and got a solid adsl light! Guess it must be a wee bit loose with the face plate.Once again thank you!

Re: intermittent connection drops

Gandalf — Wed, 28 Sep 2022 19:02:13 GMT

Nice! Saved an engineer a visit haha.

No problem let me know if you need any further help.