topic Re: Constant Dropouts in Broadband

Constant Dropouts

DerekW — Thu, 21 Nov 2024 15:11:24 GMT

I have been having constant drop outs all day and it is really frustrating.

Is PlusNet having issues today in the Livingston area?

Can someone from the PlusNet tech team look into this for me please.

On a side note, when I could actually get online and log into my account I also noticed that my account had changed to show me different download/upload speeds - They are not the same as I contracted for almost 2 years ago.

Re: Constant Dropouts

jab1 — Thu, 21 Nov 2024 15:18:20 GMT

@DerekW Which router do you have, and, irrespective of that, can you post the detail found on the relevant pages signposted to below?

Sight of the broadband connection status from your Hub (with the 'Username' obscured) would also be of help.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Re: Constant Dropouts

DerekW — Thu, 21 Nov 2024 15:32:19 GMT

Hi,

I am using the TP Archer VR2800 as my router.

Log attached

Re: Constant Dropouts

Townman — Thu, 21 Nov 2024 15:37:31 GMT

Each reconnection is at a slower speed. Sight of the router connection stats (not the diagnostic log) would be helpful please.

Is this FTTC or SOGEA?

If FTTC, is the phone line free of noise?

Re: Constant Dropouts

jab1 — Thu, 21 Nov 2024 15:38:58 GMT

Thanks for that, @DerekW it confirms what I thought - you are suffering xDSL drops, most likely due to an issue in the Openreach network.

Can you please follow the below:

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 the only option is to call Plusnet - 0330 123 9123

Re: Constant Dropouts

jab1 — Thu, 21 Nov 2024 15:40:06 GMT

Cheers @Townman - should have asked for that as well.

Re: Constant Dropouts

DerekW — Thu, 21 Nov 2024 15:53:54 GMT

Hi,

My connection is FTTC

Unfortunately I do have a telephone to test the line with - I have always use a mobile for calls, I could try and source one from somewhere not sure when though.

Have attached screen shot of additional information.

Re: Constant Dropouts

jab1 — Thu, 21 Nov 2024 16:04:06 GMT

@DerekW A basic phone is a very useful tool on an FTTC connection, but looking at your latest post, I suggest reporting a broadband fault as shown in my previous post.

Re: Constant Dropouts

DerekW — Thu, 21 Nov 2024 16:13:53 GMT

Many thanks, will report a fault

Think I will also invest in a corded phone

Re: Constant Dropouts

jab1 — Thu, 21 Nov 2024 16:23:24 GMT

Think I will also invest in a corded phone

Dead cheap these days - if you can find them. Mine came from Argos for ~£6.00, don't know what they are now.

Re: Constant Dropouts

RealAleMadrid — Thu, 21 Nov 2024 16:38:36 GMT

@DerekW I wouldn't bother if I were you, the copper landline phone service (PSTN) is being withdrawn for the majority of lines at the end of 2025 so a phone will no longer be a useful testing tool.

Re: Constant Dropouts

jab1 — Thu, 21 Nov 2024 16:41:05 GMT

Not the 2027 I keep reading, @RealAleMadrid ? Although, as even BT/OR can't make their minds up...

Re: Constant Dropouts

DerekW — Thu, 21 Nov 2024 17:12:25 GMT

The Plusnet bot said: The line from the network to your home appears to be performing well.

Next it wanted to refresh the connection to my "hub"

Followed 5 min later by can I restart my router manually (I knew this request would be incoming)

Having restarted things "seem" to be back to normal on connection status page.

Re: Constant Dropouts

jab1 — Thu, 21 Nov 2024 17:18:35 GMT

Keep your eyes on that screen, Derek - from what I saw in the error log, I'm not totally convinced that has fixed it - but I could be wrong.

Re: Constant Dropouts

DerekW — Thu, 21 Nov 2024 17:24:22 GMT

Will do

Thanks for your help

Re: Constant Dropouts

RealAleMadrid — Thu, 21 Nov 2024 17:39:13 GMT

@jab1 It's true that the absolute final switch off date has been extended to 2027 but Openreach want still want get customers off the PSTN service as soon as possible so all providers (CPs) have been give notice of termination of wholesale line rental (WLR) from 31st December 2025. CPs have to request an extension on new contract terms to continue providing a landline phone service.

A lot more detail on this link WLR Contract Terminations

Re: Constant Dropouts

jab1 — Thu, 21 Nov 2024 17:49:38 GMT

Fair enough, @RealAleMadrid - I had read that previously (I think), or something very similar. We shall have to wait another 12 months to see if anything changes - as it may, or may not.

Doesn't impact me, as Zen proactively moved me to VoIP while I was on FTTC, and I'm now on FTTP, but haven't used the landline for outgoing calls for over 3 years - horribly expensive.

Re: Constant Dropouts

Anonymous — Thu, 21 Nov 2024 20:00:53 GMT

@jab1

"Doesn't impact me, as Zen proactively moved me to VoIP while I was on FTTC, and I'm now on FTTP, but haven't used the landline for outgoing calls for over 3 years - horribly expensive."

I had Zen FTTP via CityFibre installed on Monday of this week. I agree that their VOIP is rather expensive, but we have a need for a backup to mobiles, so our home number is porting from Plusnet to Andrews & Arnold this coming Monday. The port cost £12, the monthly fee is £1.44, calls are very cheap in comparison to other providers too.

We all here have unlimited calls and texts on our mobiles, so the VOIP will still be the backup, plus the FritzBox router that Zen supplied has a telephone socket and built in DECT base station and was very easy to configure.

Re: Constant Dropouts

jab1 — Thu, 21 Nov 2024 20:21:22 GMT

@Anonymous Unfortunately, CityFibre isn't available round here - yet, although they say 'it is coming' and when it does, I'll be asking them (Zen) to switch me, just to save a bit of my pension.

I don't really need backup for my mobile, it is reasonably good here, and if it gets 'iffy' it switches to W-Fi calling anyway. I really only have the 'landline' phones for a couple of my regular contacts who prefer to use their landlines, as their calls are usually quite long, the phone headset I use is more comfortable than the mobile one and has a better range if I'm moving about. Therefore, I opted not to bother paying the £6.00/mo for 1000 minutes option as I would never make real use of it - those two always call me, and if I need to call them a quick text/Imessage is easy to send.

All in all it works for me (and them), so we are all happy.