topic Re: Connection dropping in Broadband

Connection dropping

Lovelythanks — Mon, 30 Jan 2023 05:46:44 GMT

This weekend my usually reliable smart hub delivering plusnet fibre has been intermittently dropping. No idea why. Usually it lasts a minute or so and then reconnects but last night it went off and stayed off. When I got up this morning it was ok again and has been fine so far. When I go on my profile page at plusnet it tells me I cannot change product as a product change is already in progress??? I don’t know what that means.. also it states that my contract runs out on 30th Jan 2023 which was yesterday, could this be related?

Re: Connection dropping

jab1 — Mon, 30 Jan 2023 08:22:44 GMT

@Lovelythanks The two matters you refer to are totally unrelated. (1) Your Hubs behaviour suggests there is a problem somewhere, but the message on your profile page is a result of Plusnets wonky accounts system - these messages are supposed to automatically clear once the product change is completed, but the system is unable to recognise such completion - you will either have to call in and hope the agent you speak to knows how to rectify the situation, or wait for a Help Team staffer to pick this topic up.

To return to the Hub issue, which Hub is it? Sight of the WAN tab from the Hub would be useful.

I also assume you are actually on FTTC and not Full Fibre?

Re: Connection dropping

SammyM — Mon, 30 Jan 2023 11:06:02 GMT

Hiya @Lovelythanks,

I'm sorry for the two issues you are having and I can fully appreciate the hassle this will be causing you.

I have fixed the issue with your online account and you will now be able to look at renewal options.

In regards to the connection, it's showing a potential high resistance fault, which is mostly caused by faulty equipment or wiring.

Can you go through the steps here and let me know if the connection improves.

Re: Connection dropping

Lovelythanks — Mon, 30 Jan 2023 18:49:36 GMT

Hi John

thanks for replying. Yes I kind of thought myself that the admin side of things ‘product change in process’ wasn’t going to be the issue but I thought it was best to mention it.. glad I did as now that has been sorted too.

I have fibre broadband but I guess it’s not the latest and greatest type, works fine for what we need though.

I connect plusnet through a BT smart home hub, have done for years, it’s been fine. Not sure how to get the WAN detail you’re asking about though. The following reply relates to wiring as a factor.. this weekend I have been changing the OSX on a local Mac mini that connects and wondered if that could be a factor?? I don’t think it should be but seem to recall seeing things like ‘home sharing’ on iTunes upsets wifi.. to reiterate I have used this Mac and OSX previously with no issues.

i came home from work tonight and it’s been fine.

Re: Connection dropping

Lovelythanks — Mon, 30 Jan 2023 19:01:38 GMT

Hi Sammy
Thanks for the response. Can you see the previous reply I made. I haven’t changing any wiring only the operating system on a local Mac mini. Been fine all day. Thanks for sorting the admin issue.

Re: Connection dropping

jab1 — Mon, 30 Jan 2023 19:06:20 GMT

@Lovelythanks Glad @SammyM sorted the 'stuck' product change notification.

As regards the other issue, have tried the suggestion she made in her reply? It could help identify the problem, although changing OS's should have caused a wiring fault. I strongly doubt that could be the cause.

Unfortunately I have never seen the UI of a BT Hub, so can't suggest where to look - best I can do is use the example from a Plusnet Hub2, as below - maybe it might help?

Re: Connection dropping

Lovelythanks — Mon, 30 Jan 2023 20:49:12 GMT

It went off around 8pm and came on again in a couple of minutes.

Re: Connection dropping

Lovelythanks — Mon, 30 Jan 2023 20:49:55 GMT

Re: Connection dropping

Lovelythanks — Mon, 30 Jan 2023 20:52:28 GMT

Re: Connection dropping

jab1 — Mon, 30 Jan 2023 20:57:27 GMT

@Lovelythanks Having looked at those two pictures, I'm sorry to say they are not that easy to interpret (for me), but the bottom entry on the second one is interesting - it suggests you are having PPP drops. Do you have the previous entries, they may tell us a little more?

Re: Connection dropping

Mustrum — Mon, 30 Jan 2023 21:04:34 GMT

Technical Information tab rather than the Event Log would be more useful.Clicking on the

Re: Connection dropping

jab1 — Mon, 30 Jan 2023 21:15:12 GMT

@Mustrum Would that reveal PPP/xDSL drops? - I'm still interested in the events before the last one on the final screenshot.

Re: Connection dropping

Lovelythanks — Tue, 31 Jan 2023 05:25:55 GMT

Re: Connection dropping

Lovelythanks — Tue, 31 Jan 2023 05:29:18 GMT

And here is the EVENT LOG

Re: Connection dropping

Lovelythanks — Tue, 31 Jan 2023 05:34:03 GMT

So last night it blipped off a couple of times and then back on within a few minutes. I mentioned the OSX change I had made this weekend and that involved reinstalling 3rd party apps, one of which is a PLEX Media server, is there any way that could be interfering?

also noted the ‘ring doorbell’ shows up in the logs, is that it reconnecting when the wifi comes back on?

Re: Connection dropping

Dan_the_Van — Tue, 31 Jan 2023 07:32:11 GMT

@jab1

Would that reveal PPP/xDSL drops? - I'm still interested in the events before the last one on the final screenshot.

These event logs are very much like the Hub Two in format.

@Lovelythanks look at categories in event log and if the is an option for WAN select that. Saving the event log (captures all the Hubs activities) and attaching it to the thread would be more useful rather than screen shots. However attaching files is no straight forward using a smart phone/tablet, you need to select desktop mode on the browser.

Posting a screen shot Technical Log >Information tab would also be very useful.

HTH.

Re: Connection dropping

jab1 — Tue, 31 Jan 2023 07:43:20 GMT

Thanks, Dan.

Re: Connection dropping

jab1 — Tue, 31 Jan 2023 08:03:09 GMT

@Lovelythanks Thanks for those event log shots. You have had at least one complete disconnection, and your router seems to be having problems establishing PPP sessions.

There are a number of entries in those logs which I don't really understand, so I think I'll leave this to @Dan_the_Van so I don't give false information, but there is something wrong here - either a fault in the BT/OR network, and or a problem with your kit - how old is the router?

Re: Connection dropping

Dan_the_Van — Tue, 31 Jan 2023 08:13:08 GMT

Bit off topic, but I'm not around much today, so I won't be in a position to look at anything until very much later.

I note a mention of a high resistance fault, have you plugged the Hub into the test socket found behind the master socket? This is a good starting point in fault find your issue.

Dan.

Re: Connection dropping

RealAleMadrid — Tue, 31 Jan 2023 08:51:12 GMT

@jab1 There's a lot of extra stuff in the logs that make it harder to pick out the WAN information but the line is definitely dropping and it doesn't look good

At 20:01:15 VDSL Link up Down Rate=45356Kbps..............SNR Margin down 0.0dB

I would say a line fault that needs to be investigated.