topic Re: Intermittent Disconnects in Broadband

Intermittent Disconnects

jlog — Sun, 26 Feb 2023 10:23:26 GMT

Our connection has been stable for ages, but we’ve been encountering disconnects throughout the last couple of weeks. Is there anything that be can done to resolve this?

Re: Intermittent Disconnects

jab1 — Sun, 26 Feb 2023 10:35:53 GMT

@jlog Try:

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 Disconnects

jlog — Sun, 26 Feb 2023 15:33:57 GMT

Cheers John, we don’t use a landline phone but think we might still have one in the garage. I’ll dig it out and give it a go.

Re: Intermittent Disconnects

willcutforth — Mon, 27 Feb 2023 12:49:15 GMT

@jlog let us know when you know

Re: Intermittent Disconnects

jlog — Thu, 02 Mar 2023 21:07:30 GMT

Hi @willcutforth, no joy. If we have still got a phone I haven’t found it yet (turned the garage upside down looking for it 😄).

Still getting the disconnects (had one just now)

Re: Intermittent Disconnects

jab1 — Thu, 02 Mar 2023 21:12:55 GMT

@jlog Which Hub have you got? the 'Help Desk' (Hub1) or 'Technical Data' (Hub2) would be an interesting bit of information - just remember to edit out any personal data before uploading.

Re: Intermittent Disconnects

jlog — Fri, 03 Mar 2023 09:35:07 GMT

Hi @jab1

It's the Hub 1 that I'm using. I've attached a screenshot of the Helpdesk.

I'm using Decos for my wi-fi hence it being disabled on the router.

Thanks.

Re: Intermittent Disconnects

jab1 — Fri, 03 Mar 2023 09:43:57 GMT

'@jlog Looking at that screenshot, there are a couple of things that shout 'BT/OR network issue' to me. 1. You are getting xDSL drops on a regular basis 2. Your downstream SNR margin is much too low for your attenuation.

I would report a broadband fault via the second of the links I posted earlier, and hopefully @willcutforth or one of his colleagues will pick this topic back up.

If it is not too much trouble, could you also post the event log, please?

Re: Intermittent Disconnects

jlog — Fri, 03 Mar 2023 11:01:04 GMT

Thanks John @jab1

I will raise a fault.

Noddy Q, but can I export the Event Log or is it a screenshot jobby? If so, is there any particular filter you'd want applying?

Cheers.

Re: Intermittent Disconnects

jab1 — Fri, 03 Mar 2023 11:24:09 GMT

On the Hub1, it is a screenshot (I think, never having had one). Don't bother about filters, and I only really need the current visible data. I'm just curious, that's all. 😀

Re: Intermittent Disconnects

Dan_the_Van — Fri, 03 Mar 2023 11:44:21 GMT

@jlog

you need to filter on category WAN to see the connection details

HTH

Re: Intermittent Disconnects

jlog — Thu, 20 Apr 2023 23:17:40 GMT

Belated thanks John & Dan… I’ve not noticed disconnects for a while so fingers crossed it was a temporary issue.

Re: Intermittent Disconnects

jlog — Fri, 21 Apr 2023 07:01:21 GMT

Spoke too soon, just disconnected again

Re: Intermittent Disconnects

jab1 — Fri, 21 Apr 2023 07:11:33 GMT

@jlog Did you raise the fault, as you were going to do last month? Unless you do, the underlying issue will not go away.

Re: Intermittent Disconnects

jlog — Fri, 21 Apr 2023 07:18:06 GMT

Hi @jab1

I did send a text to raise a fault, subsequently missed a call from Plusnet but the voicemail said they’d get back in touch… they never did though. I didn’t follow up as we were away from home for a bit and upon return hadn’t noticed any disconnects until now.

I’ll raise a new one if this morning’s isn’t a one-off.

cheers,

Jamie

Re: Intermittent Disconnects

jab1 — Fri, 21 Apr 2023 07:20:09 GMT

Can I suggest you post your Help Desk and error logs as I suggested please?

Re: Intermittent Disconnects

willcutforth — Fri, 21 Apr 2023 09:20:24 GMT

Hey there @jlog I'm back! Tested the line and everything looks swimming from our side. There was one drop today but prior to this there was on on the 16th. This will show you your visual connection.

Re: Intermittent Disconnects

jlog — Fri, 21 Apr 2023 09:45:13 GMT

Thanks both.

Fingers crossed it’s a one off, I’ll keep an eye on it. If it does start happening frequently, I’ll pop the logs in here and raise another fault.

Cheers
Jamie