topic Why does plusnet keep messing up my broadband connection? in Broadband

Why does plusnet keep messing up my broadband connection?

simonc2 — Sun, 09 Apr 2023 11:54:56 GMT

Here we go again. For the third time since last October 2022 my Broadband unlimited service is in a state of being constantly interrupted. When the connection is up the noise margins are very poor. Does anyone have any suggestions or is it another complaint to plusnet? I've tried the Quiet Line test and that is noise free.

I append plots from RouterStatsHub and from the Plusnet Hub One Helpdesk display:

My guess is someone has been doing some "repair" work at the exchange and maybe connected my lines to a dodgy connection.

Re: Why does plusnet keep messing up my broadband connection?

Anonymous — Sun, 09 Apr 2023 12:10:57 GMT

Have you tried unscrewing the faceplate on your BT Master phone socket, and plugging in your modem/router into the concealed TEST socket, to see whether your broadband connection is more stable with the most direct connection to your incoming phone line ?

Re: Why does plusnet keep messing up my broadband connection?

jab1 — Sun, 09 Apr 2023 12:13:37 GMT

@simonc2 Your 'guess' is totally wrong. Looking at the data presented, your connection is suffering from (and has been for a while) some form of issue on the BT/OR network. I would suggest you immediately raise a BROADBAND fault via https://www.plus.net/help/report-a-problem/broadband/ but be aware that this is a long Bank Holiday weekend, so it possibly won't be picked up until next Tuesday.

Re: Why does plusnet keep messing up my broadband connection?

willcutforth — Sun, 09 Apr 2023 12:38:27 GMT

@simonc2 I would do what @Anonymous has advised and test it in there! If it continues we will have to book an engineer for you!

Re: Why does plusnet keep messing up my broadband connection?

jab1 — Sun, 09 Apr 2023 14:43:09 GMT

@simonc2 Can you post your current WAN tab from the Event Log - I am still suspecting a fault in the BT/OR network, and this would confirm it.

Re: Why does plusnet keep messing up my broadband connection?

simonc2 — Sun, 09 Apr 2023 18:27:47 GMT

John

Thanks for your attention to this issue. Can you guide me to the 'WAN tab from the Event Log'? Is this on the Hub One or RouterStatsHub?

Re: Why does plusnet keep messing up my broadband connection?

simonc2 — Sun, 09 Apr 2023 18:36:16 GMT

OK, I found it. Sorry for last message.

Here are the most recent entries. Let me know if you want older entries.

Re: Why does plusnet keep messing up my broadband connection?

jab1 — Sun, 09 Apr 2023 18:34:11 GMT

@simonc2 It is on the Hub1 -this picture below may help, although note the 'WAN@ bit is hidden a bit nearer the top of the drop-down.

Which you will find if you select Event Log on this screen:

Re: Why does plusnet keep messing up my broadband connection?

jab1 — Sun, 09 Apr 2023 18:39:30 GMT

@simonc2 Just to help me because I can't be bothered to check back, exactly what product are you on?

Re: Why does plusnet keep messing up my broadband connection?

simonc2 — Sun, 09 Apr 2023 18:48:37 GMT

@jab1

Unlimited Broadband inc. Line rental

Re: Why does plusnet keep messing up my broadband connection?

jab1 — Sun, 09 Apr 2023 18:51:40 GMT

Thanks Simon. So for some reason, you are still on ADSL - is FTTC/FTTP not available to you?

Re: Why does plusnet keep messing up my broadband connection?

simonc2 — Sun, 09 Apr 2023 18:59:13 GMT

@jab1

I believe FTTC is available but we wanted to keep our analogue phone line and that wasn't an option with the full fibre.

I have the full EventLog as a .csv but I can't find a way to attach it to a message.

The router has been up for coming up to 6 hours now, but the downstream noise margin is 12.1dB which is much higher than it was when I last monitored the connection (19 March 2023).

Re: Why does plusnet keep messing up my broadband connection?

jab1 — Sun, 09 Apr 2023 19:03:32 GMT

Simon - can you post a screenshot of the result from here: https://www.broadbandchecker.btwholesale.com/#/ADSL -obscuring your phone number.

to attach the .csv file, click the paper-clip underneath the message window.

Re: Why does plusnet keep messing up my broadband connection?

simonc2 — Sun, 09 Apr 2023 19:19:23 GMT

@jab1

Last few lines wouldn't fit in the screen grab. Let me know if you want them as well.

Re: Why does plusnet keep messing up my broadband connection?

jab1 — Sun, 09 Apr 2023 19:29:42 GMT

No need for the rest of the BTw report Simon. What you have posted though is interesting - you have FTTP available, but FTTC is 'planned'. That is an unusual scenario - wonder if @Dan_the_Van could throw any light on this?

Your full Event Log is interesting - it clearly shows faults in the BT/OR network to me, but I am open to correction if anyone wishes to disagree.

It would be a great help to see the RADIUS log from Plusnet for your circuit, but (a) the Help team are like hens teeth on here these days and (b) they seem strangely reluctant to provide this useful data these days.

Re: Why does plusnet keep messing up my broadband connection?

simonc2 — Sun, 09 Apr 2023 19:37:55 GMT

@jab1

My rather ill-advised 'guess' as to the source of today's problem was based on the outcome of the first fault last October. The engineer came to the house, tested everything inside and it was all ok, then fixed the problem by moving our connection at the exchange onto a different pair of jumpers (I think that's what he said). I've had this suspicion ever since that there is a duff circuit into our exchange and there's always a chance that in the future my line might get reconnected to the duff circuit...

Should I still raise a fault with plusnet?

Re: Why does plusnet keep messing up my broadband connection?

jab1 — Sun, 09 Apr 2023 19:42:05 GMT

@simonc2 From the information provided so far, I would raise a BROADBAND fault via https://www.plus.net/help/report-a-problem/broadband/ but note it is an extended Bank Holiday, so the response time may be a little extended.

Re: Why does plusnet keep messing up my broadband connection?

Mustrum — Sun, 09 Apr 2023 19:45:27 GMT

The text below in the BTW chart mentions trees, are they touching your line, and so causing your problems?

Re: Why does plusnet keep messing up my broadband connection?

jab1 — Sun, 09 Apr 2023 19:47:23 GMT

@Mustrum Missed the bit about the trees, but that could be an issue,

Re: Why does plusnet keep messing up my broadband connection?

simonc2 — Sun, 09 Apr 2023 23:05:19 GMT

In 2010 there was a problem with a neighbour's tree which had rubbed through the insulation on the line from the pole to the house. We lost the phone connectivity as well as the internet. BT replaced the cable to the house, and cut back some branches. I can't see anywhere where the cable is actually touching tree branches now.

At the moment there is no problem with the phone - it's just the broadband which is causing problems.