topic Re: Constant Broadband drop out in Broadband

Constant Broadband drop out

ljwonline — Mon, 10 Feb 2025 17:31:19 GMT

Experiencing lots of dropouts daily. This is so frustrating. Every single time for weeks now I sit down at my desk to do some work and the damn connection drops out.

This PC is 6 weeks old. Router is 12 months old.

The router is below me in the living room. I above the router around 6ft to the left of where it sits.

Its extremely frustrating and we don't all have time to sit on hold on the phone. The old online chat help was useful when the connection actually works! Ive text the help number as I dont have X (twitter) which it is giving as the only way to contact online other than now having to register and post in this forum.

Re: Constant Broadband drop out

jab1 — Mon, 10 Feb 2025 17:36:54 GMT

@ljwonline Welcome to the forums.

How long has this been going on? If you would like help from the Community, I can post instructions on how to get it - which may be quicker than going through X or trying to contact support - but it does involve a bit of work on your part.

Re: Constant Broadband drop out

ljwonline — Mon, 10 Feb 2025 17:40:10 GMT

This has been happening for around 4 weeks now. started off happening less frequent but becoming more frequent. Its happened 2 times since Ive been on my PC in the last 45 minutes, hence my coming here after trying to contact plusnet online.

Re: Constant Broadband drop out

Townman — Mon, 10 Feb 2025 17:46:08 GMT

Nah, washing issues in the public gaze of X is not the answer; there are better ways...

Use the automated fault bot - see the links below
Call support - until you've tried it you do not know what the wait time is - and only you can determine which is the greatest inconvenience ... waiting or encountering the issue
Use this space, for which registering an account is not really much of an issue

Whilst there is the real possibility of getting a lot of diagnostic guidance here from community members, if there really is a fault, then you will still need to use (1) or (2) above until a staff member picks up the issue here ...

So as asked, how long has this been going on?

What service are you on? ADSL / FTTC / SOGEA / FTTP

If ADSL or FTTC is the telephone service noisy?

Which router have you got?

What happens on the router when the issues occurs (think light colours)?

What self help provided in the user centre have you tried already?

Re: Constant Broadband drop out

jab1 — Mon, 10 Feb 2025 17:46:34 GMT

OK, you have an issue - obviously. If you are prepared to follow the guide below, a few on here will try and suggest your next possible steps.

For Community members to be able to help, information from these sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband Availability Checker (obscuring your phone number), where a landline phone is no longer supplied or known use the address version BT Broadband Address Availability (obscuring your address)

BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS'- if it will run. This test is recommended to be performed with only one device connected.

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

Where the phone line is still active, it may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

Re: Constant Broadband drop out

ljwonline — Mon, 10 Feb 2025 18:54:04 GMT

Thanks John,

I have no phone line, online BB part fibre I've been told.

The BT checked gave the following results.,

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate (Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability	WBC SOGEA Availability
Featured Products	High	Low	High	Low
VDSL Range A (Clean)	55.2	40	14.9	8.5	35	Unavailable	Available
VDSL Range B (Impacted)	54.6	35	14.5	7.6	31.7	Unavailable	Available
G.fast Range A (Clean)	--	--	--	--	--	Unavailable	--
G.fast Range B (Impacted)	--	--	--	--	--	Unavailable	--

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability Date	FTTP Install Process
FTTP on Demand	330	50	--	Available	--

Other Offerings	Availability Date
VDSL Multicast	Available

Exchange Product Restrictions	Status
FTTP Priority Exchange	N
WLR Withdrawal	Y
SOADSL Restriction	N

FTTP is not available.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

The IP from the PC is 192.168.1.195 which I can see along with other devices disconnecting randomly and reconnecting.

From the information log from the router it gave me the following:

17:00:55 10 Feb. DHCP device Connected: 192.168.1.195 70:08:94:75:71:1f RDL-Main
17:00:54 10 Feb. 5G Client associate from 70:08:94:75:71:1f (IP=192.168.1.195) RSSI=-54 Rate=866Mbps host RDL-Main
17:00:54 10 Feb. LAN [ADD] ARP 192.168.1.195 with 70:08:94:75:71:1f from br0(wl0)
17:00:54 10 Feb. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
17:00:54 10 Feb. Receive a DHCP request
17:00:29 10 Feb. DHCP device Disconnected: 192.168.1.220 e6:1a:0b:10:51:57 iPhone
17:00:29 10 Feb. LAN [DEL] ARP 192.168.1.220 with e6:1a:0b:10:51:57 from br0
17:00:25 10 Feb. ARP [del] br0 192.168.1.220 e6:1a:0b:10:51:57
16:57:17 10 Feb. 5G Client associate from e8:da:20:c2:87:93 (IP=192.168.1.147) RSSI=-81 Rate=104Mbps host
16:57:16 10 Feb. Receive a DHCP request
16:57:08 10 Feb. DHCP device Disconnected: 192.168.1.195 70:08:94:75:71:1f RDL-Main
16:57:08 10 Feb. LAN [DEL] ARP 192.168.1.195 with 70:08:94:75:71:1f from br0
16:57:04 10 Feb. ARP [del] br0 192.168.1.195 70:08:94:75:71:1f
16:51:18 10 Feb. ARP [add] br0(wl0) 192.168.1.220 e6:1a:0b:10:51:57
16:50:52 10 Feb. 2.4G client Mac: E6:1A:0B:10:51:57 Deauthentications (Reason:Deauthenticated because sending station is leaving (or has left) IBSS or ESS)
16:50:45 10 Feb. DHCP device Connected: 192.168.1.220 e6:1a:0b:10:51:57 iPhone
16:50:45 10 Feb. LAN [ADD] ARP 192.168.1.220 with e6:1a:0b:10:51:57 from br0(wl0)
16:50:44 10 Feb. Self roaming might be occurring... Deauth original one...
16:50:43 10 Feb. DHCP device Connected: 192.168.1.220 e6:1a:0b:10:51:57 iPhone
16:50:43 10 Feb. LAN [ADD] ARP 192.168.1.220 with e6:1a:0b:10:51:57 from br0(wl1)
16:50:42 10 Feb. DHCP device Connected: 192.168.1.220 e6:1a:0b:10:51:57 iPhone
16:50:42 10 Feb. 2.4G Client associate from e6:1a:0b:10:51:57 (IP=192.168.1.220) RSSI=-57 Rate=130Mbps host iPhone
16:50:42 10 Feb. LAN [ADD] ARP 192.168.1.220 with e6:1a:0b:10:51:57 from br0(wl1)
16:50:42 10 Feb. ARP [add] br0(wl1) 192.168.1.220 e6:1a:0b:10:51:57
16:50:42 10 Feb. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
16:50:42 10 Feb. Receive a DHCP request
16:50:21 10 Feb. 5G client Mac: E6:1A:0B:10:51:57 Deauthentications (Reason:Disassociated due to inactivity )
16:50:07 10 Feb. DHCP device Disconnected: 192.168.1.220 e6:1a:0b:10:51:57 iPhone
16:50:07 10 Feb. LAN [DEL] ARP 192.168.1.220 with e6:1a:0b:10:51:57 from br0
16:50:03 10 Feb. ARP [del] br0 192.168.1.220 e6:1a:0b:10:51:57
16:49:46 10 Feb. 2.4G client Mac: E6:1A:0B:10:51:57 Deauthentications (Reason:Deauthenticated because sending station is leaving (or has left) IBSS or ESS)
16:49:39 10 Feb. DHCP device Connected: 192.168.1.220 e6:1a:0b:10:51:57 iPhone
16:49:39 10 Feb. LAN [ADD] ARP 192.168.1.220 with e6:1a:0b:10:51:57 from br0(wl0)
16:49:38 10 Feb. Self roaming might be occurring... Deauth original one...
16:49:25 10 Feb. 2.4G Client associate from e6:1a:0b:10:51:57 (IP=192.168.1.220) RSSI=-74 Rate=144Mbps host iPhone
16:49:24 10 Feb. DHCP device Connected: 192.168.1.220 e6:1a:0b:10:51:57 iPhone
16:49:24 10 Feb. 2.4G Client associate from 7a:c2:85:3b:23:e3 (IP=192.168.1.180) RSSI=0 Rate=0Mbps host
16:49:24 10 Feb. LAN [ADD] ARP 192.168.1.220 with e6:1a:0b:10:51:57 from br0(wl1)
16:49:24 10 Feb. ARP [add] br0(wl1) 192.168.1.220 e6:1a:0b:10:51:57
16:49:24 10 Feb. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
16:49:24 10 Feb. Receive a DHCP request
16:48:17 10 Feb. 5G Client associate from 70:08:94:75:71:1f (IP=192.168.1.195) RSSI=-53 Rate=780Mbps host RDL-Main
16:48:17 10 Feb. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
16:48:17 10 Feb. Receive a DHCP request
16:46:04 10 Feb. 5G Client associate from 70:08:94:75:71:1f (IP=192.168.1.195) RSSI=-53 Rate=866Mbps host RDL-Main
16:46:04 10 Feb. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
16:46:04 10 Feb. Receive a DHCP request
16:45:59 10 Feb. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
16:45:59 10 Feb. 5G Client associate from 70:08:94:75:71:1f (IP=192.168.1.195) RSSI=-53 Rate=780Mbps host RDL-Main
16:45:59 10 Feb. Receive a DHCP request
16:32:53 10 Feb. 2.4G Client associate from 48:e7:da:e8:53:3d (IP=192.168.1.93) RSSI=-60 Rate=72Mbps host
16:32:53 10 Feb. Receive a DHCP request
16:29:01 10 Feb. 2.4G Client associate from 48:e1:e9:d2:04:22 (IP=192.168.1.210) RSSI=-49 Rate=52Mbps host
16:29:01 10 Feb. Receive a DHCP request
16:25:24 10 Feb. 5G Client associate from 70:08:94:75:71:1f (IP=192.168.1.195) RSSI=-51 Rate=866Mbps host RDL-Main
16:25:23 10 Feb. Receive a DHCP request
16:18:19 10 Feb. ARP [add] br0(wl0) 192.168.1.180 7a:c2:85:3b:23:e3
16:17:44 10 Feb. 2.4G client Mac: 7A:C2:85:3B:23:E3 Deauthentications (Reason:Deauthenticated because sending station is leaving (or has left) IBSS or ESS)

Whenever this happens if I go downstairs to check the device there are normally 2 different status's. one showing no problem with the internet or the internet being down with router connected. this is normally 50/50. Ive stopped going down now to check as its so regular.

From these logs im going to assume the router is stuggling maybe with the connections and connection requests. There are 5 people in this household, 4 of them aged 19-22 so as you can imagine there are lots of connections from every directions, phones, amazon echos, games consoles, tablets, then there is my connections and PC etc,.

Thanks in advance if anyone can advise. The Plusnet help line i sent a txt to did a restart and reported no faults.

thanks
Lee

Re: Constant Broadband drop out

jab1 — Mon, 10 Feb 2025 19:02:36 GMT

OK Lee. That is not quite the information I requested, but from what you have provided, it appears that as mobile devices are moving about, they are somewhat overwhelming the Hub.

I can't really offer much more advice, but maybe @Townman (and/or @Dan_the_Van / @MisterW ) can advise further?

Re: Constant Broadband drop out

ljwonline — Mon, 10 Feb 2025 19:06:06 GMT

No problem.

The info I posted was from the event log on hub 2 and the results form the BT address checker.

Since the refresh done by the Diagnostics there was been no further issues so will assume it has sorted it for now.

Regards
Lee

Re: Constant Broadband drop out

Townman — Mon, 10 Feb 2025 22:29:25 GMT

There is nothing in this log which indicates a connection drop.

Without clarifying the status of the router lights on every perception of an issue, we are nothing going to get anywhere fast.

Suggest the user proceeds direct to report a fault and see where that leads to.

Re: Constant Broadband drop out

jab1 — Tue, 11 Feb 2025 07:14:34 GMT

@Townman According to the OP, they have used the bot and 'it has done a refresh' - don't quite get it, either - I suppose we will just have to wait and see.

Re: Constant Broadband drop out

ljwonline — Tue, 11 Feb 2025 07:44:53 GMT

Thanks, That what I've done for now,

Fault results suggest no faults, a refresh / restart of the router was done and some further checks and it returned all ok.

It's been ok since so will monitor the situation and also monitor the router lights when this happens again so I can offer more information. to help.

thanks

Lee