topic Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router) in Broadband

Broadband connection dropping out repeatedly (Plusnet Hub2 router)

sallonoroff — Wed, 06 Dec 2023 10:04:42 GMT

After a couple of years of a fairly solid connectivity, we've had a flakey connection for the last couple of weeks. The line appears to disconnect randomly, just for a few seconds at a time. I think it was worst on Monday this week when it dropped about 7 or 8 times during the day (that i noticed). I restarted the router and that appeared to help as it only dropped out once yesterday, but maybe that was coincidence/good fortune as it has started dropping out again today.

Is someone at Plusnet able to check logs for my connection and see where the problem may lie please?

Thanks.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

jab1 — Wed, 06 Dec 2023 10:05:57 GMT

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.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

sallonoroff — Wed, 06 Dec 2023 10:16:29 GMT

Thanks for the quick reply John.

I'd not thought of that as I don't think we've plugged a phone in since we moved here a few years ago!

I'll have to go and hunt the old phone out. Some kind soul at PN may have reviewed the logs before i achieve that. 😄

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

jab1 — Wed, 06 Dec 2023 10:18:42 GMT

I doubt you will get that speedy a response on here, TBH, staff monitoring is sparse, which is why some of the Community members try and help.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

sallonoroff — Wed, 06 Dec 2023 10:31:58 GMT

Oh, that's a shame. It used to be quicker to get a response from someone who knew what they were doing here than by trying to navigate the call centre. One of the reasons I've stayed with PN for 15 years or more, in fact, despite the price only ever increasing. If this one nicety is gone, then i might as well look at getting Full Fibre (with a new customer discount) elsewhere when my current contract is up.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

jab1 — Wed, 06 Dec 2023 10:34:30 GMT

That is an option, but you will usually get fast responses from Community members which can avoid the need for the call centre.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

sallonoroff — Wed, 06 Dec 2023 23:18:59 GMT

Just a quick update to say that i finally found an old landline phone and tried 17070 option 2. I couldn't hear any sort of noise on this Quiet Line test, so i'll report a broadband problem.

I had a quick look in the router's logs to see if anything jumped out at me (not knowing what i'm really looking for). At the time of each cut-off it just says "DSL Line Down", and nothing immediately beforehand, which suggests it's nothing to do with the Hub2 itself?

Don't know if relevant/helpful, but i've also copied the current line stats while i was in there:

Data rate: 10 Mbps / 39.999 Mbps
Maximum data rate: 22.643 Mbps / 72.708 Mbps
Noise margin: 15.1 / 11.7
Line attenuation: 12.1 / 19.1
Signal attenuation: 12.0 / 21.8

Cheers.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

jab1 — Thu, 07 Dec 2023 07:38:49 GMT

@sallonoroff Looking at those stats, you certainly have a problem. You have got a capped upload/download, and SNR fifgures, and from what you have said, are suffering constant xDSL drops as the DLM attempts to stabilise your connection.

Let us know what the results of your report are.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

sallonoroff — Thu, 07 Dec 2023 09:46:04 GMT

Thanks John.

If you're referring to it being 40/10, that's because that's all i pay for. I originally had the higher rate package but was only getting about 40mbps downloads anyway, so dropped down to the cheaper option.

I tried to log the fault last night but the bot just kept saying i needed to speak to an advisor (which wasn't possible because of the time of day).

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

jab1 — Thu, 07 Dec 2023 10:14:33 GMT

@sallonoroff Just for my interest, can you post a screenshot of your Hubs information page, where you got those figures in post #7 from - obscure personal details?

Report it today.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

sallonoroff — Thu, 07 Dec 2023 10:40:45 GMT

I've reported it now. OpenReach are coming tomorrow. 👍

The figures came from the "Advanced Settings" > "Technical Log" > "Information" page of the router.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

jab1 — Thu, 07 Dec 2023 10:45:50 GMT

Thanks - the only reason I asked for that screenshot was to check your line/signal attenuation, which confirmed my suspicion that you were a distance from the cab, thus making your copper connection a bit long.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

sallonoroff — Thu, 07 Dec 2023 10:46:16 GMT

I've also realised I can export the log and have done that to search for all instances of "DSL Link Down".

It dropped in June 2022, and a few times in March 2023, and then started dropping lots on the 14th November.

10 times on Monday!

09:42:04 06/12/2023 DSL Link Down: duration was 109206 seconds
03:21:28 05/12/2023 DSL Link Down: duration was 43669 seconds
15:13:09 04/12/2023 DSL Link Down: duration was 22 seconds
15:12:16 04/12/2023 DSL Link Down: duration was 369 seconds
15:04:38 04/12/2023 DSL Link Down: duration was 26 seconds
15:03:42 04/12/2023 DSL Link Down: duration was 79 seconds
15:01:53 04/12/2023 DSL Link Down: duration was 33 seconds
15:00:50 04/12/2023 DSL Link Down: duration was 13307 seconds
11:18:33 04/12/2023 DSL Link Down: duration was 26522 seconds
03:56:01 04/12/2023 DSL Link Down: duration was 2382 seconds
03:15:49 04/12/2023 DSL Link Down: duration was 923 seconds
02:54:05 04/12/2023 DSL Link Down: duration was 434206 seconds
02:16:49 29/11/2023 DSL Link Down: duration was 25 seconds
02:15:54 29/11/2023 DSL Link Down: duration was 48 seconds
02:14:36 29/11/2023 DSL Link Down: duration was 963 seconds
01:58:03 29/11/2023 DSL Link Down: duration was 30 seconds
01:57:03 29/11/2023 DSL Link Down: duration was 2404 seconds
01:16:29 29/11/2023 DSL Link Down: duration was 1501 seconds
00:50:58 29/11/2023 DSL Link Down: duration was 24929 seconds
17:54:59 28/11/2023 DSL Link Down: duration was 8994 seconds
15:24:35 28/11/2023 DSL Link Down: duration was 229 seconds
15:20:16 28/11/2023 DSL Link Down: duration was 33316 seconds
06:04:30 28/11/2023 DSL Link Down: duration was 96 seconds
06:02:24 28/11/2023 DSL Link Down: duration was 876 seconds
05:47:18 28/11/2023 DSL Link Down: duration was 9240 seconds
03:12:48 28/11/2023 DSL Link Down: duration was 406 seconds
03:05:32 28/11/2023 DSL Link Down: duration was 33 seconds
03:04:29 28/11/2023 DSL Link Down: duration was 96715 seconds
00:11:59 27/11/2023 DSL Link Down: duration was 2049 seconds
23:37:21 26/11/2023 DSL Link Down: duration was 43036 seconds
11:39:35 26/11/2023 DSL Link Down: duration was 21 seconds
11:38:44 26/11/2023 DSL Link Down: duration was 105227 seconds
06:24:27 25/11/2023 DSL Link Down: duration was 58574 seconds
14:07:07 24/11/2023 DSL Link Down: duration was 73 seconds
14:05:25 24/11/2023 DSL Link Down: duration was 59227 seconds
21:37:48 23/11/2023 DSL Link Down: duration was 59353 seconds
05:08:05 23/11/2023 DSL Link Down: duration was 26 seconds
05:07:09 23/11/2023 DSL Link Down: duration was 100076 seconds
01:18:43 22/11/2023 DSL Link Down: duration was 2051 seconds
00:44:02 22/11/2023 DSL Link Down: duration was 35 seconds
00:36:58 22/11/2023 DSL Link Down: duration was 16788 seconds
19:56:03 21/11/2023 DSL Link Down: duration was 7087 seconds
17:57:26 21/11/2023 DSL Link Down: duration was 107987 seconds
11:57:09 20/11/2023 DSL Link Down: duration was 204036 seconds
03:16:03 18/11/2023 DSL Link Down: duration was 4562 seconds
01:59:31 18/11/2023 DSL Link Down: duration was 31 seconds
01:58:30 18/11/2023 DSL Link Down: duration was 4049 seconds
00:50:31 18/11/2023 DSL Link Down: duration was 347 seconds
00:44:14 18/11/2023 DSL Link Down: duration was 17871 seconds
19:45:52 17/11/2023 DSL Link Down: duration was 32865 seconds
10:37:37 17/11/2023 DSL Link Down: duration was 10599 seconds
07:40:28 17/11/2023 DSL Link Down: duration was 10017 seconds
04:52:25 17/11/2023 DSL Link Down: duration was 50 seconds
04:51:00 17/11/2023 DSL Link Down: duration was 31 seconds
04:49:59 17/11/2023 DSL Link Down: duration was 55692 seconds
13:21:17 16/11/2023 DSL Link Down: duration was 23 seconds
13:20:24 16/11/2023 DSL Link Down: duration was 27 seconds
13:19:27 16/11/2023 DSL Link Down: duration was 32681 seconds
04:14:16 16/11/2023 DSL Link Down: duration was 5448 seconds
02:42:22 16/11/2023 DSL Link Down: duration was 4640 seconds
01:24:33 16/11/2023 DSL Link Down: duration was 57126 seconds
09:31:56 15/11/2023 DSL Link Down: duration was 7986 seconds
07:18:20 15/11/2023 DSL Link Down: duration was 38104 seconds
20:42:46 14/11/2023 DSL Link Down: duration was 53 seconds
20:40:47 14/11/2023 DSL Link Down: duration was 21 seconds
20:39:56 14/11/2023 DSL Link Down: duration was 7634 seconds
18:32:12 14/11/2023 DSL Link Down: duration was 21 seconds
18:31:21 14/11/2023 DSL Link Down: duration was 607 seconds
18:20:44 14/11/2023 DSL Link Down: duration was 2264350 seconds
09:45:34 30/03/2023 DSL Link Down: duration was 838240 seconds
15:54:24 20/03/2023 DSL Link Down: duration was 21 seconds
15:53:32 20/03/2023 DSL Link Down: duration was 916409 seconds
03:39:57 04/06/2022 DSL Link Down: duration was 260433 seconds

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

sallonoroff — Thu, 07 Dec 2023 10:51:28 GMT

@jab1 wrote:

Thanks - the only reason I asked for that screenshot was to check your line/signal attenuation, which confirmed my suspicion that you were a distance from the cab, thus making your copper connection a bit long.

I don't know where the nearest big green cabinet is, but there's a smaller grey one less than 25 metres away. We're on an estate where the lines are in ducts, not on telegraph poles.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

jab1 — Thu, 07 Dec 2023 10:53:46 GMT

They grey one isn't an Openreach one -maybe Virgin, or for some other utility.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

Dan_the_Van — Thu, 07 Dec 2023 11:10:49 GMT

@sallonoroff

As a footnote to your problem, if you no longer user you landline phone you could switch to plusnet 'Fibre' product, this is still delivered over copper but offers the fastest speed your connection will allow, so for around the same price you might get faster downloads.

See https://www.plus.net/broadband/broadband-without-landline/

If you check your account in the members centre there maybe a regrade offer for Fibre waiting for you.

HTH

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

sallonoroff — Thu, 07 Dec 2023 11:14:25 GMT

@Dan_the_Van I'm on Fibre already (FTTC?), just not Full Fibre (FTTP?). On a 40mbps because that's the speed the line topped out at anyway even when i was originally paying for the 80mbps option.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

Dan_the_Van — Thu, 07 Dec 2023 11:19:31 GMT

@sallonoroff

You will currently be on Unlimited Fibre which is a 40/10 product, where as 'Fibre' removes the restriction applied to the speed for your account and allows the DLM to decide the speed limit, you may get nearer to the Maximum data rate: 22.643 Mbps / 72.708 Mbps your Hub has synced to.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

sallonoroff — Thu, 07 Dec 2023 11:28:12 GMT

@Dan_the_Van wrote:

You will currently be on Unlimited Fibre which is a 40/10 product, where as 'Fibre' removes the restriction applied to the speed for your account and allows the DLM to decide the speed limit, you may get nearer to the Maximum data rate: 22.643 Mbps / 72.708 Mbps your Hub has synced to.

Ah, i see. Thanks for the clarification!

When i logged into my account the other day, there was an offer for (i think) 300mbps Full Fibre for £35/month but I don't believe we need that speed and i'm definitely not interested in paying that much. It would be nice if my 15+ years with PN meant I was rewarded with the same pricing as new customers when the current contract expires but they're increasingly unaccomodating on that front. I'll probably go elsewhere when I do switch over to Full Fibre.

Re: Broadband connection dropping out repeatedly (Plusnet Hub2 router)

sallonoroff — Sun, 10 Dec 2023 18:26:49 GMT

Just an update to note that OpenReach resolved the issue. Tests revealed a battery contact fault, which was found to be a failed bit of copper between me and cabinet.

The OR engineer also worked out why my maximum connection speed is slower than everyone forecasted. The copper runs past our house for quite a way then comes back, so we’re effectively an extra ~250M from the cabinet. Yet another reason to switch to full fibre!

Router stats now looking like this:
Data rate: 9.999 Mbps / 40 Mbps
Maximum data rate: 21.838 Mbps / 65.391 Mbps
Noise margin: 14.2 / 13.5
Line attenuation: 10.3 / 16.9
Signal attenuation: 10.3 / 20.0