topic Re: Constant disconnections in Broadband

Constant disconnections

richardt — Mon, 29 Apr 2024 05:31:30 GMT

Hi,
I’m experiencing constant disconnections from the internet since yesterday, every 5 minutes or so. The router sometimes blinks orange when there’s no internet but doesn’t always.and often stays blue suggesting no problems.

My parents who live within a mile are experiencing exactly the same issue the internet is unusable.

Re: Constant disconnections

jab1 — Mon, 29 Apr 2024 06:29:04 GMT

@richardt It it is possible there is an area-wide fault with the Openreach network - enter your phone numbers in here to check: https://status.zen.co.uk/broadband/ If that returns no results, post back for further help.

Re: Constant disconnections

richardt — Mon, 29 Apr 2024 08:16:42 GMT

Thanks, I've carried out the check and there appears to be no fault for either my phone number or my parents.

Re: Constant disconnections

jab1 — Mon, 29 Apr 2024 08:18:58 GMT

In that case, in the first instance -

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.

Again - let us know the result.

Re: Constant disconnections

richardt — Mon, 29 Apr 2024 08:26:19 GMT

Hi, I only have broadband, no phone line - I realised that as I was entering it on the Wholesales checker. I performed the quiet line test yesterday on my parents line and everything was OK. I've sent a text to their help line.

Re: Constant disconnections

jab1 — Mon, 29 Apr 2024 08:30:33 GMT

OK - that is the reason for the final comment in that message.

Re: Constant disconnections

richardt — Mon, 29 Apr 2024 08:32:59 GMT

Sorry, I've confused myself.

I entered my old phone number in the line test and also my parents phone number. My parents do have a landline.

Re: Constant disconnections

jab1 — Mon, 29 Apr 2024 08:35:25 GMT

And your parents line was clear? Ignore anything on yours, I don't know if you get anything on a SoGEA connection.

Re: Constant disconnections

richardt — Mon, 29 Apr 2024 09:55:55 GMT

Yeah, their line was clear.

They're posting out a new router to my parents which is unlikely to solve the issue as I swapped out the router with a spare I had.

Re: Constant disconnections

jab1 — Mon, 29 Apr 2024 09:58:42 GMT

Is it possible to post yours and your parents error Logs? Which Hubs are you both using, and then I can possibly offer more advice? As you say, a new Hub will not solve the issue.

Re: Constant disconnections

richardt — Mon, 29 Apr 2024 10:26:44 GMT

I've contacted support and they've ran a few tests, the line test was ok, it showed drop outs yesterday but when they tried to run a router test it showed my router as being offline which is odd.

I'm not at home now but I'll get the logs when I get back.

Re: Constant disconnections

jab1 — Mon, 29 Apr 2024 10:29:03 GMT

OK.

Re: Constant disconnections

richardt — Mon, 29 Apr 2024 10:30:44 GMT

Forgot to add, I'm using the Plusnet Hub 2.

My parents had an really old BT hub two or three which I switched out to a BT Hub 6 - I know was working fine when I replaced it just last year.

Re: Constant disconnections

jab1 — Mon, 29 Apr 2024 10:32:21 GMT

OK, I really need the full logs - do you know how to get them from your Hub? I don't know your parents kit, but hopefully you can extract something useful from it?

Re: Constant disconnections

richardt — Mon, 29 Apr 2024 10:36:12 GMT

Yeah its in the advanced settings under 'Event Logs'

Re: Constant disconnections

richardt — Mon, 29 Apr 2024 17:59:15 GMT

Ok so it happened at 18:54 - speed

Re: Constant disconnections

richardt — Mon, 29 Apr 2024 18:00:37 GMT

sorry, i was a little hasty in send that last post. it happened again at 18:54, the speed test failed to connect and there's nothing in the logs.

Re: Constant disconnections

jab1 — Mon, 29 Apr 2024 18:25:28 GMT

OK. Looks like you have a lot of wireless devices connecting/disconnecting, which swamps the log. Are you sure you have a Hub2 - if so, when you are on the page in the screenshot below, click the 'Export' tab and attach it to a post - it won't paste into the reply.

Re: Constant disconnections

jab1 — Mon, 29 Apr 2024 18:53:49 GMT

Sorry - forgot to add the image!

Re: Constant disconnections

richardt — Mon, 29 Apr 2024 19:16:37 GMT

it's definitely a Hub 2 it says on the back. Log attached - I did a factory reset of the router at 19:11 as suggested by tech support.