topic Re: Intermittent disconnect in Broadband

Intermittent disconnect

Afran — Fri, 11 Nov 2022 00:30:23 GMT

Hi,

The last few days my internet is disconneting quite a bit, around 1-2 times a day. Before this, I haven't had issues in years. I've recently order a new contract, and want to make sure everything is stable so I don't reregret that, also it's over a month until that kicks in.

Please check my line.

Thanks

Re: Intermittent disconnect

jab1 — Fri, 11 Nov 2022 06:49:17 GMT

@Afran Are you actually on Full fibre, or FTTC?

Re: Intermittent disconnect

jab1 — Fri, 11 Nov 2022 07:36:42 GMT

If you are on FTTC, as I suspect, follow the below :

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

Re: Intermittent disconnect

Afran — Fri, 11 Nov 2022 21:10:45 GMT

Hi jab1, yeah I'm on FTTC currently.

I ran that check and it's silent for about 30 seconds before an endless beep, which I assume means end of test so all good there.

I'll report the problem on your link thanks.

Re: Intermittent disconnect

jab1 — Fri, 11 Nov 2022 21:13:54 GMT

You say 'It is silent for about 30 seconds' - no 'Quiet Line Test' announcement then?

Re: Intermittent disconnect

Afran — Fri, 11 Nov 2022 22:02:00 GMT

Asks me to press 2 for the silent test, makes a noise then silence for around 30 seconds. Following that, about 1 minute of beeping and then the typical hang-up noise of clicking. When is it supposed to announce something? Or did you just mean the request to press 2.

Re: Intermittent disconnect

jab1 — Fri, 11 Nov 2022 22:06:19 GMT

It should announce you phone number, and then run continuously, with a 'Quiet Line Test' announcement -only - about every thirty seconds - your description sounds as though the 'voice' circuit on your line is borked.

Re: Intermittent disconnect

SammyM — Sun, 13 Nov 2022 16:21:00 GMT

Hiya @Afran,

I'm really sorry you are having an issue with your connection, I know what a hassle this can be with the dropping and buffering.

We’re quite chocka right now, so it’s taking a little longer than I’d usually like to get back to customers and I'm sorry about that.

I have had a look at your connection and nothing is flagging up as a potential issue.

I can see some drops in connection and I have added a picture below. Are these the drops you are seeing?

Re: Intermittent disconnect

Afran — Mon, 14 Nov 2022 14:24:12 GMT

Hi @SammyM

No worries about the delay. Yeah, I believe those disconnects line up with what I've experienced. I refreshed my connection via the text bot - is that the same as restarting my router or does that do something else? I've not yet lost connection since but I'll keep an eye on it, I ask because if it's the same as a router restart then that won't have fixed it as done that a few times myself.

Re: Intermittent disconnect

Baldrick1 — Tue, 15 Nov 2022 10:57:54 GMT

Moderators Note

This topic has been moved from Full Fibre to Broadband

Re: Intermittent disconnect

Afran — Wed, 16 Nov 2022 03:25:21 GMT

Still disconnecting. I'll try a different router (a relatively new unused Plusnet hub one) and report back.

Re: Intermittent disconnect

SammyM — Wed, 16 Nov 2022 11:34:18 GMT

Ta Afran, with the timing of the drops it will be hard for an engineer to pin point the cause so I would like to rule everything else out first.

Re: Intermittent disconnect

Townman — Sat, 19 Nov 2022 14:58:54 GMT

Seems that your perception of drops and those showed by the visual RADIUS plot are somewhat different. The plot shows very few drops at times one is not likely to notice ... but you report that they are more frequent.

Given that you are running with a Plusnet Hub One (a BTHH5a) there is good merit in downloading the bespoke version of Router Stats (see the link below), then run that 24x7. I recommend a 10 second sample interval and 720 points per graph. Keep an eye on the SNRM graph.