topic Re: Disconnects - Help Please in Broadband

Disconnects - Help Please

superuser — Fri, 15 Jul 2022 04:01:22 GMT

I don't spend my life online but often when I am on I find it disconnected.

The stats in the router show 'Disconnected' or 'Network Cable Unplugged'

However, the Network cable is secure and everything is sound to the Master Socket

Perhaps a check on the line? Please

Re: Disconnects - Help Please

jab1 — Fri, 15 Jul 2022 06:14:18 GMT

@superuser

Quickest way, apparently is to report a problem via: Report your broadband problem | Help | Plusnet

If you don't get an answer within 15 or so minutes, or the bot says you don't have an issue, come back here and we may be able to offer further advice.

Re: Disconnects - Help Please

superuser — Fri, 15 Jul 2022 16:53:06 GMT

I can't get anywhere there as I can't complete the questions because it looks like some of them are related to the PlusNet Router. I use an Asus DSL-AC68U

The fault is intermittent

Mostly it seems to crop up in the early morning

Re: Disconnects - Help Please

jab1 — Fri, 15 Jul 2022 16:57:24 GMT

OK, @superuser - as I'm an ex-PN customer who left before the system was introduced, I don't know how it works, sorry. I don't know the AUS, but is it a modem/router, or just a router, and can you get any useful data - connection speed/SNR/logs out of it?

Re: Disconnects - Help Please

adam945 — Mon, 18 Jul 2022 16:40:27 GMT

I'm really sorry for the delayed response @superuser, we've been extremely busy on Social Media lately so it's taking us a while longer to respond on here.

Looks like Openreach maintenance on the line to me, given the time of of which the disconnections took place, and the random nature of them. Things are looking better now. Let me know if you're still having any issues though.

Re: Disconnects - Help Please

superuser — Thu, 21 Jul 2022 14:31:24 GMT

Thanks

It's been OK

It was really early morning when it last happened and tends to be then IIRC

Bit odd but Hey Ho

Re: Disconnects - Help Please

superuser — Sat, 06 Aug 2022 04:34:47 GMT

Happened again

5.30am today

Why would they be doing maintenance at that time?

Re: Disconnects - Help Please

jab1 — Sat, 06 Aug 2022 05:21:55 GMT

@superuser the maintenance 'window' is (usually) 00.00-0600, so you could experience disconnections any time during that period, but to be honest you do appear to be experiencing a large number - I wonder if there is something else going off. Can you say which exchange you are on?

Re: Disconnects - Help Please

superuser — Sat, 06 Aug 2022 06:25:15 GMT

Lochgilphead
But my postcode is
PA308EE

Re: Disconnects - Help Please

jab1 — Sat, 06 Aug 2022 06:35:17 GMT

OK. Didn't need the postcode. I'll have a look and see if I can see if there has been any maintenance around that exchange later.

Re: Disconnects - Help Please

jab1 — Sat, 06 Aug 2022 07:13:41 GMT

Just checked - there was nothing showing as planned maintenance over the last 7 days, but I suspect only long planned outages are shown in the OR database.

Re: Disconnects - Help Please

superuser — Fri, 14 Oct 2022 13:49:13 GMT

Bonkers disconnects today 14/10/22 at 14.30hrs and onwards

Impossible

On Off On off.......

Re: Disconnects - Help Please

jab1 — Fri, 14 Oct 2022 14:01:49 GMT

@superuser Providing your phone line is silent when tested, I suggest raising a broadband fault via: https://www.plus.net/help/report-a-problem/broadband/

Re: Disconnects - Help Please

Gandalf — Sat, 15 Oct 2022 08:46:03 GMT

Hi @superuser,

I'm really sorry to see you're having connection issues again. I've tested your line and the tests are showing packet loss on the S-VLAN infrastructure at the exchange. The SVLAN is where our suppliers equipment joins Openreach's network.

I've raised a fault with our suppliers and we'll update you as soon as we know more.

Re: Disconnects - Help Please

superuser — Tue, 18 Oct 2022 05:22:07 GMT

I really always appreciate how speedy Plusnet is on these things

Thank you

Re: Disconnects - Help Please

Gandalf — Thu, 20 Oct 2022 12:03:15 GMT

No problem! Are you still having issues or all good now?

Having a quick look at your connection, I can see it's been up for 5 days straight.

Re: Disconnects - Help Please

superuser — Thu, 20 Oct 2022 12:14:49 GMT

Yeah

Thank you

It seems okay for now

Really appreciate Plusnet service

Re: Disconnects - Help Please

Gandalf — Thu, 20 Oct 2022 12:25:18 GMT

Awesome! No worries at all, happy to help.

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

Re: Disconnects - Help Please

superuser — Thu, 20 Oct 2022 14:27:37 GMT

Now you mention it

Not that it's a massive issue

But the speeds I get are under 50 down

My Cab is less than 100m away

Here I think

Cabinet P1

FTTC Available from 19th March 2016

Phase BDUK HIE 14a

377

Huawei

PA30 8AB

Router info

SNR Margin	8.6 dB	4.5 dB
Line Attenuation	10.4 dB	20.5 dB

Re: Disconnects - Help Please

Gandalf — Thu, 20 Oct 2022 15:50:35 GMT

Testing your line's not showing any issues but I can see your speed is below the estimated speed range for your line which our suppliers make out to be between 59mbps to 80mbps. I'll be happy to arrange an engineer visit to take a closer look.

If you're okay with this, when could you be available?

The engineers work weekday timeslots and occasionally Saturday's of 8am to 1pm or 1pm to 6pm.