topic Re: Intermittent dropouts in Broadband

Intermittent dropouts

redsox9 — Wed, 18 Oct 2023 17:30:16 GMT

Intermittent dropouts throughout the day today 18 Oct. My equipment seem to be working fine. Silent line test is OK. Could a Plusnet tech please check?

Re: Intermittent dropouts

jab1 — Wed, 18 Oct 2023 17:33:39 GMT

@redsox9 - Any hints on your error logs as to what is happening?

Re: Intermittent dropouts

redsox9 — Wed, 18 Oct 2023 18:02:04 GMT

Unfortunately my Netgear DG834 router does not provide an error log and I don't use Router Stats.

Re: Intermittent dropouts

jab1 — Wed, 18 Oct 2023 18:09:26 GMT

OK - maybe a quicker way is to report a fault via https://www.plus.net/help/report-a-problem/broadband/ , but be prepared to be given the run-around whilst PN blame your internal network, rather than OpenReach, where I am 99% certain the problem lies.

Re: Intermittent dropouts

redsox9 — Thu, 19 Oct 2023 07:11:51 GMT

Thanks for that Jab1. I was not aware of the text helpline which is an excellent idea. I have not had any problem for such a long time. I have always found the forum helpful in the past, with members and Plusnet staff pitching in to find a solution.

Re: Intermittent dropouts

willcutforth — Thu, 19 Oct 2023 11:00:58 GMT

There's definitely the drops that I can see. I have to say to send in pictures of the setup because the process is I have to look at it, but I think @jab1 is right and it needs an engineer.

Re: Intermittent dropouts

jab1 — Thu, 19 Oct 2023 11:05:42 GMT

@willcutforth I know that is 'the procedure' - which I can understand for new connections - but for established ones it is merely a delaying tactic, IMHO. No offence, as I know you now have to follow the system imposed by BT, but I fail to see what it achieves.

Re: Intermittent dropouts

redsox9 — Thu, 19 Oct 2023 19:02:36 GMT

The Plusnet diagnostics bot I texted for help is amazing! It carried out line tests and reported after 15 minutes that the line itself was ok. After eliminating the most likely cause, I traced the problem to a defective Netgear modem/router. I replaced it with another Netgear and the internet connection is now stable.

Re: Intermittent dropouts

jab1 — Thu, 19 Oct 2023 19:08:13 GMT

Glad you sorted it.

Re: Intermittent dropouts

hugonebula — Fri, 20 Oct 2023 08:20:52 GMT

I'm having the same problem (Sale exchange FTTC if that helps). The connection will drop down from my "super-fast" 17Mbps to dial up speeds for about five-ten mimutes.

By the time I send a HELP text to PN & get the reply, the line's back up to normal. So, of course, there's no problem and I should check my cables, WiFi, etc., that haven't changed for the past two years.

Re: Intermittent dropouts

redsox9 — Fri, 20 Oct 2023 08:31:20 GMT

It was interesting to read Will's note that there were actually line drops that would require an engineer. Is it possible that the bot line tests cleared the fault? I shall continue to monitor as the download speed dropped from 21673 kbps last night (just right for my line attenuation of 23) to 14333 this morning. Maybe it's due to DLM. I will wait and see.

Re: Intermittent dropouts

jab1 — Fri, 20 Oct 2023 08:38:12 GMT

@redsox9 , @hugonebula I don't know which hubs/routers you both have, but do they have error logs that you can either copy or export? They will give us a chance of seeing (possibly) where the error lies.

Re: Intermittent dropouts

Dan_the_Van — Fri, 20 Oct 2023 08:51:48 GMT

@hugonebula

Can I suggest you create your own thread for your issue and post your logs on there, tagging on someone else's thread is not helpful to you or the original poster.

Re: Intermittent dropouts

jab1 — Fri, 20 Oct 2023 08:54:27 GMT

@Dan_the_Van Agreed - I must be slipping up, as that is usually my first response. ☹️

Re: Intermittent dropouts

redsox9 — Fri, 20 Oct 2023 15:20:21 GMT

Another forum member who posted about his own problem in this thread raises a good question.
How reliable is the text diagnostic bot for intermittent drops in connection? The line may be fine when it conducts the test and bad immediately after. The bot's report will of course be: There's no problem with the line. The Plusnet client is then left to the exacting task of checking his cables and equipment. Fortunately in my case the bot seems to have been correct.

Re: Intermittent dropouts

jab1 — Fri, 20 Oct 2023 15:29:53 GMT

Just FYI, @redsox9 , that is where the forum comes in useful. If you get an 'NFF' response from the bot, the quickest way is to post on here, and one of the many experienced members will usually pick it up and assist.