topic Re: Random Disconnects over the past week or so in Broadband

Random Disconnects over the past week or so

staley84 — Mon, 10 Jun 2024 18:24:39 GMT

Hi,

I've been having random disconnects over the last week or so.

For example, one occurred last night after 9pm (9th June) and twice this afternoon (10th June) after 3pm whilst working from home.

It it possible to request a line test/check here by the help Plusnet staff or is there a way to investigate possible Openreach issues?

Thanks.

Re: Random Disconnects over the past week or so

jab1 — Mon, 10 Jun 2024 18:35:34 GMT

@staley84 Staff response on here can be a little slow, so other Community members try to help. Couple of questions: What service are you on, and which router do you have?

Re: Random Disconnects over the past week or so

staley84 — Mon, 10 Jun 2024 18:40:12 GMT

Thanks.

Unlimited Fibre Extra 40/10

BT Business Hub (Smarthub 6)

Re: Random Disconnects over the past week or so

jab1 — Mon, 10 Jun 2024 18:45:43 GMT

Pity you are using a Hub I'm not familiar with, but what happens to the indicator lights on the Hub when you lose connection?

I assume the Smarthub6 has an error log - how easy is it to get a copy of that?

Re: Random Disconnects over the past week or so

staley84 — Mon, 10 Jun 2024 18:59:16 GMT

It's a broadband disconnect as apposed to a WiFi disconnect. The lights go through the standard startup pattern. Think it's Green, orange, purple then blue (connected)

Network uptime resets and it re syncs.

Re: Random Disconnects over the past week or so

jab1 — Mon, 10 Jun 2024 19:04:34 GMT

OK. As I'm away for the next fortnight and won't be on the forum that much, I am doing to post the standard 'Initial Fault Check Instructions'. I suggest to follow them, and report back on the results. Hopefully others will pick up on this if needed, and I will pop in occasionally.

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: Random Disconnects over the past week or so

SammyM — Wed, 12 Jun 2024 07:55:03 GMT

Hiya @staley84

I'm really sorry to hear this, have you tried the steps @jab1 has suggested?

Re: Random Disconnects over the past week or so

MisterW — Fri, 14 Jun 2024 08:03:43 GMT

The lights go through the standard startup pattern. Think it's Green, orange, purple then blue (connected)

@staley84 if the lights really go through the green, orange etc sequence then its a Hub fault. Green indicates a hub reboot. A line problem will only cause flashing orange to steady orange to blue.

Re: Random Disconnects over the past week or so

Anonymous — Fri, 14 Jun 2024 09:44:09 GMT

@MisterW

"then its a Hub fault"

Could also be the power supply, rather than the hub itself.

I have had experience in the past of a switched-mode power supply measuring the correct voltage with no load connected, but dropping below the threshold when the equipment it was connected to did certain things which drew more power. This caused the piece of equipment to reboot itself.

The equipment itself was fine, and luckily I had a suitable power supply spare to substitute and prove the problem.

Re: Random Disconnects over the past week or so

MisterW — Fri, 14 Jun 2024 09:53:28 GMT

@Anonymous Could also be the power supply, rather than the hub itself.

True, but I was more trying to say that if the Hub goes light to green , then its not a line problem, its a Hub reset (for whatever reason)

Re: Random Disconnects over the past week or so

staley84 — Fri, 14 Jun 2024 19:03:28 GMT

Hi,

No problem with my BT Router. It reconnects correctly after dropping connection.

The good news it's been stable for 4 days so whatever was occurring now seems to have resolved itself.

Thanks all.