topic Re: Disconnecting every morning in Broadband

Disconnecting every morning

rockposer — Wed, 24 Apr 2024 07:55:26 GMT

For the last four mornings my internet connection has dropped out at roughly the same time for around a minute - minute & a half. The first time it happened Spotify kept playing which I put down to its buffer. When the connection 'dropped' this morning I started Spotify and it started streaming even though I apparently had no internet on any of my devices, most of which are hard wired.

When the connection 'returns' it is then stable for the rest of the day with the upload/download speeds I normally get.

I responded to Plusnet's question on Twitter / X where I had to raise the issue and heard nothing more from them for nearly 24 hours!

Re: Disconnecting every morning

Anonymous — Wed, 24 Apr 2024 08:39:59 GMT

@rockposer

When this happens, does the light on the router, (assuming Plusnet Hub2?), change colour?

Re: Disconnecting every morning

rockposer — Wed, 24 Apr 2024 08:44:01 GMT

I don't use Plusnet's hub. I use a Openreach modem & Asus router. The lights don't go out on the modem nor do I get the red no connection light on the router.

I have just got off the phone with Plusnet and after some toing and throwing they say it's the modem that's faulty. Seems a tad odd seeing as this only happens around the same time and rest of the day it's fine. They wanted to send me a Plusnet Hub but that's of no use to me unless you can set it to modem only mode.

Re: Disconnecting every morning

jab1 — Wed, 24 Apr 2024 08:54:19 GMT

but that's of no use to me unless you can set it to modem only mode.

You can.

Re: Disconnecting every morning

rockposer — Wed, 24 Apr 2024 08:56:10 GMT

You'd of thought that Plusnet would of advised that during the phone call this morning. Instead they told me to go buy a new modem 😞

Re: Disconnecting every morning

jab1 — Wed, 24 Apr 2024 08:57:53 GMT

First-line advisors tend to work to a script, they don't have in-depth knowledge.

Re: Disconnecting every morning

rockposer — Wed, 24 Apr 2024 09:05:09 GMT

I'm still not convinced it is the modem that's at fault. If it is faulty then only halting some internet traffic at the roughly the same time every day is rather odd.

Re: Disconnecting every morning

Dan_the_Van — Wed, 24 Apr 2024 09:48:43 GMT

@rockposer

What time of day are these disconnects?

Which Asus model? Are you able to view the log file of the Asus to determine what is disconnecting?

Re: Disconnecting every morning

rockposer — Wed, 24 Apr 2024 10:32:04 GMT

Roughly between 8am & 9am. It's an Asus RT-AC3200. Looked at the log and it's not something I really understand if I'm honest.

Re: Disconnecting every morning

Dan_the_Van — Wed, 24 Apr 2024 11:08:32 GMT

When the connection is in it's disconnected state have you checked the Asus status page, does the router think it's still connected?

You say you mostly have wired devices, if you have more than four how do others connect to the router?

Obviously, you've rebooted every !

Re: Disconnecting every morning

rockposer — Wed, 24 Apr 2024 11:41:51 GMT

Yes the router and the modem still show they're connected. I have a couple of switches connected to the router. I have re-booted everything.

The connection 'dropped out' again ten minutes ago and yet could still play online on my Xbox.

So that's Xbox & Spotify not affected. Seems to me it's some sort of routing issue outside of my network.

Re: Disconnecting every morning

rockposer — Wed, 24 Apr 2024 11:52:29 GMT

I actually ran the Microsoft diagnostic and got this result

Re: Disconnecting every morning

Dan_the_Van — Wed, 24 Apr 2024 14:24:04 GMT

How is the disconnect presenting itself, error message, do you have an example?

Do you see the same issue with wireless devices?

Have you checked to see if your connection is preforming as expected, during the event is there any network activity, uploads, cloud saves?

Are you using plusnet DNS or something else.

Re: Disconnecting every morning

rockposer — Wed, 24 Apr 2024 15:10:08 GMT

On PC and laptops, the PC is hard wired, the WiFi / Network symbol changes to the globe symbol and you are unable to use web browsers and in my wife's case Teams.

As I said earlier, during the event both Spotify & Xbox online gaming are working fine as is Netflix.

No idea regarding DNS, I've not changed any connection settings since we moved here 5 years ago, and this is the first issue we've had. Speeds, both upload & download are fine.

And since this morning there have been no further issues, same as previous days.

Re: Disconnecting every morning

rockposer — Thu, 25 Apr 2024 14:36:21 GMT

Same thing yet again this morning, I have a new modem being delivered today from Amazon, however I've changed the DNS settings in the router and will see if that fixes things.

Re: Disconnecting every morning

rockposer — Fri, 26 Apr 2024 11:02:55 GMT

Well the brand new modem, nor changing DNS settings has fixed the problem. It's dropped out again this morning at the same times as yesterday.Plusnet are now apparently sorting an engineer visit. They've tested the line again and it's fine and agree in principle that it's an external routing issue

Re: Disconnecting every morning

richardt — Mon, 29 Apr 2024 11:02:34 GMT

So I'm getting this on my connection, however mine is constant drop outs with some showing on the router logs, some not. Yesterday the internet was unusable.

Re: Disconnecting every morning

jab1 — Mon, 29 Apr 2024 11:04:54 GMT

Getting what ? - I can't see anything.

Re: Disconnecting every morning

rockposer — Mon, 29 Apr 2024 11:14:33 GMT

They sent an engineer on Saturday morning. He had been given completely the wrong information by Plusnet with regards my equipment, even though Plusnet had been told, had photos and the video from the 3rd time I contacted them.

He couldn't see any fault with my equipment and wasn't impressed with the wrong info given to him which was also that Plusnet had remotely reset my router. Err no they hadn't nor are they able to! and one of my contact numbers was an 0800 number!

It dropped out again approx. an hour after he left. Since then (touch wood) it's been okay. I will be making a complaint to Plusnet regarding the wrong infomation.

Re: Disconnecting every morning

Townman — Mon, 29 Apr 2024 13:29:42 GMT

Something does not add up here.

The line tests out fine.

The router and the modem apparently remain connected.

... you restart the router and all is then fine ... take a look at this - https://community.plus.net/t5/Broadband/Inbound-traffic-suddenly-stops/m-p/1964539#M364761 - are there any similarities? That is a long thread, but I am wondering if there are similarities, even though the kit is different.

On a different tack, are there any ethernet over power adapters in this setup?