topic Re: Broadband disconnects randomly and when phone is used in Broadband

Broadband disconnects randomly and when phone is used

MartinConnolly — Mon, 20 Jan 2025 14:13:30 GMT

My router has started disconnecting quite regularly, and every time the phone is used. I have reported a phone fault as the line is noisy, but should that cause so many disconnections? The speed is quite stable (log shows 59998kbps).

Re: Broadband disconnects randomly and when phone is used

jab1 — Mon, 20 Jan 2025 14:28:17 GMT

@MartinConnolly A noisy phone line will cause numerous disconnections/errors until it is rectified - yes.

Re: Broadband disconnects randomly and when phone is used

outcast — Mon, 20 Jan 2025 15:09:48 GMT

@MartinConnolly wrote:

The speed is quite stable (log shows 59998kbps).

Hmmm, that is a suspicious number which might be an indication of a 'banded' connection due to the line NOT being stable ?

If AFTER your phone noise fault repair, your modem continues to sync at 59998kbps, then you might need to revisit this topic for help to diagnose whether your broadband maximum speed has been clamped to a lower speed than it might be capable of, possibly requiring Plusnet to request that Openreach performs a broadband "DLM reset" to restore proper functioning.

@MartinConnolly at this point in 2025 why are you still using a landline phone ?

Are you aware that all UK old PSTN landline analogue phones will be switched off in early 2026 ?, and that you'll need to migrate your phone number to a digital VoIP equivalent, probably by autumn 2025.

Just make sure that you FIRST migrate your Plusnet broadband from FTTC (VDSL with voice) to SOGEA (VDSL without voice) BEFORE initiating the migration of your PSTN phone number to a third party VoIP provider - otherwise your Plusnet account might unexpectedly cease.

Re: Broadband disconnects randomly and when phone is used

MartinConnolly — Mon, 20 Jan 2025 15:40:17 GMT

Do you mean suspiciously low, or high? For my connection it's pretty high actually.
I had heard about the analogue switch off but nobody has been in touch from Plusnet or Openreach. The line is hardly used to be honest.

Re: Broadband disconnects randomly and when phone is used

jab1 — Mon, 20 Jan 2025 16:06:40 GMT

@MartinConnolly Without sight of the full output from here: https://www.broadbandchecker.btwholesale.com/#/ADSL , it is difficult say whether it is high or low, but it certainly is banded. Obscure your phone number before posting the result, though.

You should hear from Plusnet (not Openreach), before your line is converted to SOGEA (no telephone), but if you don't use it, it is not worth worrying about - IMO.

Re: Broadband disconnects randomly and when phone is used

MartinConnolly — Mon, 20 Jan 2025 16:47:55 GMT

@jab1 I have the output from the checker, but can't see how to attach it here!

Re: Broadband disconnects randomly and when phone is used

outcast — Mon, 20 Jan 2025 16:49:13 GMT

@MartinConnolly wrote:

Do you mean suspiciously low, or high? For my connection it's pretty high actually.

Just suspicious !

Download data rates ending xx999 or xx998 are often associated with broadband lines that have been rate limited (lower than they could be). The next thing to look for with a 'banded' (speed restricted) connection, is a noise margin with a bigger number than 6.0.

However in the presence of noise on the phone line, it is pointless looking at the broadband modem stats until the line is repaired and quiet again, with the modem left undisturbed for at least ten days to allow Openreach DLM (Dynamic Line Management) to recalibrate itself to the improved line conditions.

If I were you, when the phone engineer comes to repair your line's voice fault, ask them whether they are able to initiate a broadband "DLM reset" as you suspect the noise interference might have caused your modem to be stuck on a lower speed than I might now achieve. I don't know how jobsworth phone engineers are to help you with that, as phone engineers fix phone faults, and broadband engineers fix broadband faults. But it would be worth asking anyway, otherwise subsequently getting Plusnet support to agree to performing a DLM reset has at times been discouraged for various reasons.

Re: Broadband disconnects randomly and when phone is used

jab1 — Mon, 20 Jan 2025 16:51:12 GMT

@MartinConnolly Are you using a desktop/laptop or a mobile device, and which browser?

Re: Broadband disconnects randomly and when phone is used

jab1 — Mon, 20 Jan 2025 16:55:39 GMT

@outcast wrote:

But it would be worth asking anyway, otherwise subsequently getting Plusnet support to agree to performing a DLM reset has at times been discouraged for various reasons.

.

As someone who has been very active on these support forums for quite a while, I would dispute that - asking phone support can be challenging at times, but a request on the forum is usually actioned, if required.

Re: Broadband disconnects randomly and when phone is used

outcast — Mon, 20 Jan 2025 17:18:44 GMT

FWIW, I had the best success with requesting Plusnet DLM resets, by using the "Report your problem by text" service, and then sending a TEXT reply to ask for an advisor to call me back, and then my request was done with minimal questioning.

Re: Broadband disconnects randomly and when phone is used

MartinConnolly — Mon, 20 Jan 2025 17:43:05 GMT

@jab1 it was my favourite Brave browser that was the issue. It hides the icons above the text field. Weird.

Re: Broadband disconnects randomly and when phone is used

jab1 — Mon, 20 Jan 2025 17:50:33 GMT

@MartinConnolly Interesting. What result do you get from this speed-test please - https://www.speedtest.net/ ?

Have you reported your phone issue? Until you do, and it is rectified, there is little point in trying to progress any further.

Re: Broadband disconnects randomly and when phone is used

MartinConnolly — Mon, 20 Jan 2025 18:00:53 GMT

@jab1 here's the Speed test results. I have reported the phone problem but haven't spoken to Plusnet yet - it's been a nightmare of a day!

This is from the router technical log:

Data rate:6.888 Mbps / 59.998 Mbps

Maximum data rate:6.888 Mbps / 64.239 Mbps

Noise margin:5.7 / 8.2

Line attenuation:34.6 / 23.7

Signal attenuation:22.9 / 21.9

Re: Broadband disconnects randomly and when phone is used

jab1 — Mon, 20 Jan 2025 18:10:12 GMT

That speed test result looks 'about' right for your current stats, but with a noisy phone, they will deteriorate, and they are not likely to improve by much, although the upload looks a tad low, but as that is not a guaranteed figure any improvement will be a bonus.

Did you report the phone problem verbally, or via the bot?

Re: Broadband disconnects randomly and when phone is used

MartinConnolly — Mon, 20 Jan 2025 18:14:39 GMT

@jab1 I reported it by text.

Re: Broadband disconnects randomly and when phone is used

jab1 — Mon, 20 Jan 2025 18:18:17 GMT

OK - and you haven't had a response?

Re: Broadband disconnects randomly and when phone is used

MartinConnolly — Mon, 20 Jan 2025 19:17:24 GMT

Yes, I have, it said I need to check the connection inside my home. Haven't had time to do that yet.

Re: Broadband disconnects randomly and when phone is used

jab1 — Mon, 20 Jan 2025 19:22:41 GMT

I would just remove and reseat your cables (phone/Hub, etc.) and see if that solves it, but years of experience tells me it won't - noise on the phone line is invariably caused by issues on the Openreach network, but it appears from my last fault before I moved to FTTP that they don't like to admit it.

Re: Broadband disconnects randomly and when phone is used

MartinConnolly — Fri, 07 Mar 2025 10:22:59 GMT

Well, the issue with disconnects seems to have gone away. But my download speed is now down to about 35mbps instead of the 50+ I was getting recently.

Can anyone reset the line for me please?

Re: Broadband disconnects randomly and when phone is used

Marsh — Sat, 08 Mar 2025 12:02:50 GMT

Hey @MartinConnolly,

I have just performed a DLM reset on your line. Please note that DLM reset requests can take up to 30 minutes to complete. After 30 minutes, I suggest rebooting your router and then do a hard-wired test. Please let me know if the speeds have increased.