topic Re: Reported Intermittent connection drops, engineer supposedly sent in Broadband

Reported Intermittent connection drops, engineer supposedly sent

NootNoot — Fri, 10 Nov 2023 06:53:36 GMT

Hi,

I've been a Plusnet member for many years now and during that time have had no issues whatsoever. However, around a month ago I started experiencing intermittent connection drops. Thinking that perhaps the issue was internal wiring in the house, I read about connecting the router straight to the BT test socket but the issues continued.

On the 1st of November I reported a fault via text and diagnostics bot wrote that it had detected a problem with your network, and that an openreach engineer would be sent on the 6th and would be able to resolve the problem without visiting my property.

Great I thought - But as of now nothing has been fixed. I'm still experiencing connection issues - even as I type this the routing is flashing orange at me.

I tried the texting process again but this time it said my case had been passed to an agent, and I could expect to recieve a call within 15 minutes but nobody called back.

I'm somewhat hard of hearing, so I'd very much prefer to avoid using the phone, if possible.
Many thanks.

Re: Reported Intermittent connection drops, engineer supposedly sent

jab1 — Fri, 10 Nov 2023 06:55:40 GMT

@NootNoot Which service are you on, and which router do you have?

Re: Reported Intermittent connection drops, engineer supposedly sent

NootNoot — Fri, 10 Nov 2023 07:01:17 GMT

Plusnet - Unlimited Fibre Extra inc. Line rental

Router used to be a Technicolor TG582n as I thought that was originally at fault, but then I found a new Hub Two and the issues continued.

Re: Reported Intermittent connection drops, engineer supposedly sent

jab1 — Fri, 10 Nov 2023 07:04:59 GMT

The TG582n presumably was connected via a HG612 modem? That is old tech, and could have been failing. Presumably, the Hub2 is connected direct to the master socket - i.e,, no modem?

Re: Reported Intermittent connection drops, engineer supposedly sent

NootNoot — Fri, 10 Nov 2023 07:16:33 GMT

Yes, the TG582n was connected to that modem. I replaced both of them with the Hub Two, which is currently connected straight into the master socket.

I attached the log as an image, as when I pasted the stats the reply was reported as spam haha.

Re: Reported Intermittent connection drops, engineer supposedly sent

jab1 — Fri, 10 Nov 2023 07:25:22 GMT

It looks like - from that - that you are suffering from xDSL drops - which stats are we talking about, and can you export the error log and attach the resulting file?

I am away for today in a short while, but hopefully other Community members will pick this topic up if I don't reply.

Re: Reported Intermittent connection drops, engineer supposedly sent

NootNoot — Fri, 10 Nov 2023 07:28:06 GMT

Sure, I appreciate the help jab! I'm pretty nocturnal, so I won't be all that available during the day either.

Re: Reported Intermittent connection drops, engineer supposedly sent

jab1 — Fri, 10 Nov 2023 07:36:11 GMT

From a quick perusal of that error log, you are, as I suspected, suffering xDSL drops. My only suggestion is to report the error again, and hope a human with brains has a look at your connection.

If you have hearing issues, it may be an idea to advise PN - via https://www.plus.net/help/legal/accessibility/ - the form is towards the bottom.

Re: Reported Intermittent connection drops, engineer supposedly sent

NootNoot — Fri, 10 Nov 2023 07:56:20 GMT

Alright, cheers!
I think I had tried that accessibility broadband support form link before, but it just sends me straight to my members centre dashboard.

Re: Reported Intermittent connection drops, engineer supposedly sent

jab1 — Fri, 10 Nov 2023 08:00:42 GMT

I think it does, and then opens the form once you have signed in. Can't check though - I am no longer a PN subscriber.

Re: Reported Intermittent connection drops, engineer supposedly sent

Dan_the_Van — Fri, 10 Nov 2023 08:12:39 GMT

@NootNoot

From the home page navigate from >Manage Account >Scroll down to Additional Support >Who needs support.

HTH

Re: Reported Intermittent connection drops, engineer supposedly sent

Anonymous — Fri, 10 Nov 2023 10:35:17 GMT

Deleted

I didn't spot at first that the firmware has recently been updated.

Re: Reported Intermittent connection drops, engineer supposedly sent

Dan_the_Van — Fri, 10 Nov 2023 10:40:11 GMT

@Anonymous

My only concern would be it's the orignal owners broadband user name being used, if you look at the attached event log you will see many DSL Link down messages.

From the end users point of view there is nothing to configure, you just add the correct broadband user name and password.

Re: Reported Intermittent connection drops, engineer supposedly sent

Anonymous — Fri, 10 Nov 2023 10:47:13 GMT

@Dan_the_Van

I assumed that if the broadband user name and password were incorrect, that the OP would not be able to connect at all rather than connect but experience drop outs?

Re: Reported Intermittent connection drops, engineer supposedly sent

Dan_the_Van — Fri, 10 Nov 2023 11:06:25 GMT

@Anonymous

I was responding to your deleted post about the Hub not being configured correctly, your last post is obvious.

Re: Reported Intermittent connection drops, engineer supposedly sent

ClaudiaG23 — Fri, 10 Nov 2023 17:59:21 GMT

Hi @NootNoot could you pop me a private message with your username please, the ones linked to your forum account are not finding anything and I can get this looked into for you.

Re: Reported Intermittent connection drops, engineer supposedly sent

NootNoot — Thu, 16 Nov 2023 19:13:39 GMT

So just to update this thread: I have been exchanging private messages with plusnet to sort out a engineer visit that came this morning at 9am.

The engineer had a look around and found a corroded connection on the landline phone cable that was generating noise. I explained to him that up until today, that phone hadn't been connected for atleast 3 weeks, and that the connection drops were still occurring. He then did some tests including a line test from the cabinet to the house, seemingly finding no issue, and then replaced the master socket on the wall, and called it a day.

Since then (9am), I have had 4 drops and counting:

17:56:02, 16 Nov. DSL Link Up: Down Rate=79999kbps, Up Rate=19999kbps; SNR Margin Down=7.1dB, Up=15.2dB
17:28:40, 16 Nov. DSL Link Up: Down Rate=79999kbps, Up Rate=19999kbps; SNR Margin Down=7.1dB, Up=15.3dB
16:02:41, 16 Nov. DSL Link Up: Down Rate=79999kbps, Up Rate=19999kbps; SNR Margin Down=7.4dB, Up=15.3dB
13:31:33, 16 Nov. DSL Link Up: Down Rate=79999kbps, Up Rate=19999kbps; SNR Margin Down=7.4dB, Up=15.4dB

Re: Reported Intermittent connection drops, engineer supposedly sent

ClaudiaG23 — Sat, 18 Nov 2023 08:54:48 GMT

Hi @NootNoot I've run the test again and still finding a fault. I've rejected the clear with the Suppliers and I'm waiting for the next steps.

I've also let our Tech/Faults team as well.

Re: Reported Intermittent connection drops, engineer supposedly sent

NootNoot — Wed, 22 Nov 2023 22:13:51 GMT

Hi again.
Thank very much for the assistance Claudia. Probably an hour or so after your message I had a surprise visit by an openreach engineer!

Although very thorough, in the end he told me that a cherry picker would be required to access the phone lines where he believed the fault lied. He couldn't give me an estimate as to when the cherry picker would visit, but assured me that they wouldn't need to access the property when it did.

That was last saturday.

Today however, I noticed that my uptime was over 37 hours! So I assumed that pehaps they had visited without me noticing and issue was at long last fixed. But unfortunately as of about an hour ago, I started getting disconnects again like before, so I assume not.

Anyway, just wanted to post an update and let you know I appreciate your help!

Re: Reported Intermittent connection drops, engineer supposedly sent

James30 — Thu, 23 Nov 2023 10:10:02 GMT

@NootNoot - I see the fault is still in progress and you're due an update after 25/11/23 by the faults team. This is the last update I have "Need hoist. Drop wire hanging too low. Couldn't get the hoist today so retaining it for tomorrow. Drop wire seems damaged." but you can track the fault here @ https://www.plus.net/wizard/?p=view_question&id=237976953 . Cheers