topic Re: Increasing occurrence of Broadband connection drop-outs in Broadband

Increasing occurrence of Broadband connection drop-outs

billswan — Sat, 23 Sep 2023 14:52:59 GMT

And when will I get full fibre? Most nearby streets have it already.

Re: Increasing occurrence of Broadband connection drop-outs

jab1 — Sat, 23 Sep 2023 15:02:37 GMT

'Increasing occurrence of Broadband connection drop-outs' - more details would be useful.

'When will I get full fibre' - What does this site say for your phone number - a screenshot, obscuring your phone number will help : BT Broadband

Re: Increasing occurrence of Broadband connection drop-outs

billswan — Sun, 24 Sep 2023 15:05:26 GMT

Increasingly often our internet connection simply goes down. Usually not for long - say 5 or 10 minutes - but Several times a day. I was speaking to a neighbour - who also has Plusnet as their ISP - and they have been having the same problems - again with increasing frequency.

Attached is th screenshot you asked for

Re: Increasing occurrence of Broadband connection drop-outs

jab1 — Sun, 24 Sep 2023 15:12:05 GMT

@billswan From that, I suspect a BT/OR network issue. To confirm, can you please follow the below.

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

~~BT Broadband(obscuring your phone number)~~ and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

Re: Increasing occurrence of Broadband connection drop-outs

Baldrick1 — Sun, 24 Sep 2023 15:17:15 GMT

@billswan

You are only getting a fraction of your estimated speed, it must be less than your minimum guaranteed speed. Report a fault, see. https://www.plus.net/help/report-a-problem/broadband/#broadband

Re: Increasing occurrence of Broadband connection drop-outs

jab1 — Sun, 24 Sep 2023 15:22:16 GMT

@Baldrick1 Agreed, but it would still be interesting/useful to see the results of my suggestion.

Re: Increasing occurrence of Broadband connection drop-outs

billswan — Sat, 30 Sep 2023 14:55:50 GMT

John,

I'm sorry about the delay - I've tried to do what you suggested, but

1) my contract doesn't provide for landline calls

2( I have my PC hard-wired (ethernet) to router

3) I ran the suggested tests (attached), but the 'advanced' button simply returned the same figures

4) If there is a 'guaranteed service speed' then I don't know it.

Any suggestions?

Re: Increasing occurrence of Broadband connection drop-outs

jab1 — Sat, 30 Sep 2023 15:01:07 GMT

@billswan As @Baldrick1 suggested above, your connection is totally shot, use the link he provided to report a BROADBAND fault. If the result is 'no fault found', or similar, come back here for further help.

Re: Increasing occurrence of Broadband connection drop-outs

willcutforth — Sat, 30 Sep 2023 18:18:47 GMT

Hey there @billswan I tested the line and there are no obvious faults. The line has been stable for 11 days as well.

Re: Increasing occurrence of Broadband connection drop-outs

jab1 — Sat, 30 Sep 2023 18:24:48 GMT

@willcutforth It may be stable, with 'no obvious faults' but it is testing - on the Availability checker, therefore BT/ORs own tests - at around 11Mb/s - way below the Handback threshold.

Re: Increasing occurrence of Broadband connection drop-outs

willcutforth — Sun, 01 Oct 2023 12:25:45 GMT

Yeah I've just checked that again @jab1 I was going by the contractual speed but you are right. Think we need an appointment @billswan

Re: Increasing occurrence of Broadband connection drop-outs

billswan — Mon, 02 Oct 2023 09:06:59 GMT

What does 'Think we need an appointment' mean (sounds sinister - especially from Don Corleone).

What can I/need I do?

Re: Increasing occurrence of Broadband connection drop-outs

jab1 — Mon, 02 Oct 2023 09:14:18 GMT

@billswan It means that your problem needs Openreach investigation - hopefully one of the Help Team will pick this up and arrange it with you.

Re: Increasing occurrence of Broadband connection drop-outs

ClaudiaG23 — Mon, 02 Oct 2023 14:45:07 GMT

Hi @billswan I've re- run the tests and it's showing the sync at 45.2Mb, can you re-run the speed test on your side please to see if it's matching what I have or if it's still low?

Re: Increasing occurrence of Broadband connection drop-outs

billswan — Mon, 02 Oct 2023 21:52:32 GMT

This one?

Totally different number, this time, which suggests to me that either there's been some outside tinkering, or that the "fault" is intermittent.

Frustratingly, I'm off on holiday tomorrow, so shan't be able to perform further tests for a while

Re: Increasing occurrence of Broadband connection drop-outs

adamwalker — Thu, 05 Oct 2023 18:38:02 GMT

Cheers for that Bill, glad it's better for now at least.

Enjoy your holidays and let us know how things look with that when you get back.

Re: Increasing occurrence of Broadband connection drop-outs

billswan — Wed, 08 Nov 2023 12:31:11 GMT

Back from holiday, and the broadband speed (and connection reliability) seems as bad as ever. I'll attach a picture of latest speed test result (11.46 Mb/s down, 2.01 up).

I think the earlier, decent, results need to be regarded as the anomaly, and BT check the line and connectivity, and advise on when proper fibre connection is planned.

Re: Increasing occurrence of Broadband connection drop-outs

jab1 — Wed, 08 Nov 2023 12:41:35 GMT

@billswan That appears to be showing a definite problem. Which Hub/router do you have, and has it been switched off whilst you were away?

Re: Increasing occurrence of Broadband connection drop-outs

billswan — Wed, 08 Nov 2023 14:14:45 GMT

Here's what it says

Plusnet Hub One | Software version 4.7.5.1.83.8.289.1.3 | Last updated 07/12/21

It wasn't switched off whilst I was away (but the PC was)

Re: Increasing occurrence of Broadband connection drop-outs

jab1 — Wed, 08 Nov 2023 14:21:12 GMT

Thanks for that. I asked for your Hub version as it tells me what I can expect if I ask you to post up your event log, which will be interesting if you can do that.

Can you also connect your router to the test socket (behind the faceplate of your master socket) via a filter, and report the results of a speed test from: https://www.speedtest.net/ , please?