topic Re: Experiencing frequent loss of fibre broadband in Broadband

Experiencing frequent loss of fibre broadband

Pauline_S — Sun, 11 Aug 2024 12:39:42 GMT

Hi there, we switched back to Plusnet 25 days ago and all has been great until around tea time yesterday.

From say 5pm to around 11pm last night we were getting constant drop outs, at it's worst dropping every 5 mins or so, it would re-connect straight away but it became extremely frustrating.

I woke up this morning and noticed it had been up for around 6 hours in the night but at 10am it started again, it hasn't been as frequent today but every hour it's going down.

We had an email saying about the speed we can expect now the 14 days are up and was very happy with the results :

Download: 72Mb
Upload: 14 - 18Mb

These are the speeds your line is capable of at peak times.

Current line speed: 80Mb

We've never reached the 72mb figure but have been getting in the 60s no problem, i've just checked the router stats and noticed the downstream speed has come down to 54.999 Mbps.

Also just copied these stats :

Noise margin:7.0 / 9.8

Line attenuation:9.8 / 17.0

Signal attenuation:9.8 / 18.5

We do use a Mesh system but have thoroughly checked all connections and settings and nothing has changed.

Please advise as last night was very stressfull.

Thank you for your time.

Re: Experiencing frequent loss of fibre broadband

jab1 — Sun, 11 Aug 2024 13:44:24 GMT

@Pauline_S If you have a PN Hub2, can you navigate to the page in the screenshot, below, click the 'Export' button there, and attach the resulting .csv file to a post? I'll get back to you this afternoon or evening, but I'm not at the laptop much this afternoon.

Re: Experiencing frequent loss of fibre broadband

Pauline_S — Sun, 11 Aug 2024 14:04:29 GMT

@jab1 Thanks for the reply, i've attached the .csv file.

Since posting earlier the drop outs have become more frequent again, fearing the worst for the rest of the day.

Re: Experiencing frequent loss of fibre broadband

jab1 — Sun, 11 Aug 2024 14:29:01 GMT

@Pauline_S Thanks for that . Unfortunately, it is not quite the correct file.When you have that page open, click on 'Technical log' at the top, then 'Event log' lower dow, until you get the type of data shown in the screenshot, and then export that file, please.

Re: Experiencing frequent loss of fibre broadband

Baldrick1 — Sun, 11 Aug 2024 14:45:59 GMT

@Pauline_S

Your hub is reporting that it has been up since 8am. What are the lights doing when you have a drop out?

What mesh system have you got and how is it connected to your Plusnet hub?
Have you been switching the hub off and on?

Re: Experiencing frequent loss of fibre broadband

Pauline_S — Sun, 11 Aug 2024 14:47:06 GMT

@jab1 Sorry about that, was sure that's what i did. I've attached the correct one now.

Re: Experiencing frequent loss of fibre broadband

jab1 — Sun, 11 Aug 2024 14:55:19 GMT

Pauline, thanks for that. It confirms what I suspected - from around 8PM on the 9th, a fault has developed which causing the DSL to drop with alarming regularity. Report a broadband fault via: https://www.plus.net/help/report-a-problem/ , and if they come back and say you haven't got one, as I suspect they will, let us know as soon as possible.

Re: Experiencing frequent loss of fibre broadband

Pauline_S — Sun, 11 Aug 2024 15:48:18 GMT

Thanks for the link @jab1 Unfortunately i'm going to have to try and speak to them, i just get a reply back saying 'unable to auto match this mobile with a phone/broadband account' Checked and my number is already on my account so not sure what's going on there.

Re: Experiencing frequent loss of fibre broadband

jab1 — Sun, 11 Aug 2024 15:51:05 GMT

Two 'thoughts', @Pauline_S Are you on a 'broadband only', i.e.no phone line connection, and how old is your Hub?

Re: Experiencing frequent loss of fibre broadband

Pauline_S — Sun, 11 Aug 2024 15:53:44 GMT

Yes we are 'broadband only' decided to get rid of the landline when switiching, we are using the Hub Two.

Re: Experiencing frequent loss of fibre broadband

jab1 — Sun, 11 Aug 2024 15:58:59 GMT

OK - the BB only connection means that the troubleshooter can't find a number for you - understandably, as you haven't got one, and PN haven't thought of this and substituted the BBEU in its place - typical, unfortunately a recurring issue which they really ought to fix.

I know you are using the Hub2, but how old is it?

Re: Experiencing frequent loss of fibre broadband

Pauline_S — Sun, 11 Aug 2024 16:03:55 GMT

@jab1 It's the router which was sent to us a few weeks ago, so brand new?

Re: Experiencing frequent loss of fibre broadband

jab1 — Sun, 11 Aug 2024 16:07:48 GMT

OK, @Pauline_S . It is just that on a quick glance through that event log I spotted a couple of things that made me wonder if it was a failing Hub, but in that case, it shouldn't be.

Let us know what they say if you can get in touch with them - you certainly have a fault.

Re: Experiencing frequent loss of fibre broadband

SammyM — Sun, 11 Aug 2024 16:13:02 GMT

Hiya @Pauline_S

I'm sorry you are experiencing an issue with your connection.

I have run a test and while it's not picking up a fault it does show the speed has dropped to 55mpbs.

Can you let us know your setup?

Re: Experiencing frequent loss of fibre broadband

jab1 — Sun, 11 Aug 2024 16:15:45 GMT

@SammyM If you check, this user is suffering from repeated, constant DSL drops - which I doubt. from looking at the Hub fault log, are anything to do with them.

Re: Experiencing frequent loss of fibre broadband

SammyM — Sun, 11 Aug 2024 16:17:44 GMT

I appreciate that @jab1 we have to follow our processes and make sure we are looking at everything to rule out anything it's not before we can look at an engineer if it's needed.

Re: Experiencing frequent loss of fibre broadband

jab1 — Sun, 11 Aug 2024 16:24:27 GMT

@SammyM I don't want to appear to be trying to teach granny how to suck eggs, but from that log, it is fairly clear that there is a fault. I am aware that BT Consumer Group have 'procedures' - shades of GPO Telephones of the past, but surely you (PN) can see there is a fault? I can, and I don't have as much access to data as you do.

Re: Experiencing frequent loss of fibre broadband

jab1 — Sun, 11 Aug 2024 16:32:54 GMT

@Pauline_S I presume your Hub is plugged directly into you master socket - with a filter if a single socket one, or into the DSL port if a dual-socket type?

Re: Experiencing frequent loss of fibre broadband

pvmb — Sun, 11 Aug 2024 16:56:04 GMT

...Why would a filter dongle be needed if there is no phone line attached? Keep it simple!

Plugging the router directly into the test socket of the NTE master socket might make more sense, surely?

Re: Experiencing frequent loss of fibre broadband

jab1 — Sun, 11 Aug 2024 17:00:04 GMT

@pvmb good point, and keep forgetting about that.