topic Re: Broadband stability problems in Broadband

Broadband stability problems

Boxersoft — Mon, 15 Sep 2025 08:07:21 GMT

I've been having some periods of broadband stability problems recently with internet connectivity dropping then reconnecting. When it settles down it's good but this morning in particular it was really annoying. I found a "Technical Log" section on the Hub Two router and, although the meaning of most entries is lost on me, I reckon "SIP WAN DOWN" is probably an indicator of faults. Looking back to the start of the year there are the odd few dotted around here and there, but some clusters in recent days - 3 on 11Sep, 9 on 12th, 2 on 13th, 6 on 14th and 34 today (15th). I'm guessing that's neither good nor normal.

I reported this just now using PlusNet's "Report your problem by text message" system but, since everything had settled down again by then I wasn't surprised that it found everything was fine. Should I just wait and see if the problem recurs now that it's performed a line refresh, or is this sort of thing unlikely to be fixed by that and worth escalating anyway?

Re: Broadband stability problems

Dan_the_Van — Mon, 15 Sep 2025 08:12:01 GMT

@Boxersoft

I would ignore the SIP WAN Down messages and look for "DSL Link Down" messages if you have a DSL connection.

If you export the event log and attach to a post someone will take a closer look. Use the paper clip below the reply window to attach the file. The event log is saved to the Download folder of your device.

Re: Broadband stability problems

Boxersoft — Mon, 15 Sep 2025 08:30:23 GMT

@Dan_the_Van wrote:

look for "DSL Link Down" messages

21 of those this morning.

If you export the event log and attach to a post someone will take a closer look. Use the paper clip below the reply window to attach the file. The event log is saved to the Download folder of your device.

I downloaded the CSV already. From a quick eyeball I can't see any sensitive information in there, is it generally reckoned to be safe to post raw logs or is there anything I should sanitise first?

Re: Broadband stability problems

jab1 — Mon, 15 Sep 2025 08:43:13 GMT

@Boxersoft Post the raw logs - there is nothing sensitive.

Re: Broadband stability problems

Dan_the_Van — Mon, 15 Sep 2025 09:01:56 GMT

@Boxersoft

With that many DSL Link Down messages you have likely got a copper line fault.

Try reporting a fault using this link https://www.plus.net/help/report-a-problem/

Also attach the event log here as well.

Re: Broadband stability problems

Boxersoft — Mon, 15 Sep 2025 09:31:13 GMT

@Dan_the_Van wrote:
With that many DSL Link Down messages you have likely got a copper line fault.

Try reporting a fault using this link https://www.plus.net/help/report-a-problem/

There's what looks like a personalised link at the end of the series of text messages, I guess that's going to be linked to the original report and investigation so perhaps I should use that instead of the general one. I'll make a note of that link for future reference though, thanks for that.

Also attach the event log here as well.

OK, attached to this reply.

Re: Broadband stability problems

Boxersoft — Mon, 15 Sep 2025 09:31:37 GMT

Done, thanks.

Re: Broadband stability problems

jab1 — Mon, 15 Sep 2025 09:49:47 GMT

If the bot comes back and says you haven't got a problem, ring CS and tell them you have - that error log doesn't look pretty, at all.

Re: Broadband stability problems

Boxersoft — Mon, 15 Sep 2025 12:47:39 GMT

Couple of conversations with support. First wasn't terribly useful, the guy talking about potential Wi-Fi problems. I guess they have their scripts to follow, but I had already explained I'm using an ethernet connection from my workstation, everything internal pings just fine during the internet outages and the logs show loads of DSL issues. Then wanted to access my phone's camera, which took me by surprise (and didn't work anyway) and insisted I factory reset the router. The phone signal promptly dropped - we have a [-Censored-] signal here so it was probably using VoIP when the router winked out! He wasn't to know that, of course.

Anyway, once the router came back up - and after I dug out the default settings so I could re-apply my own and finally get my network up and running again - the second call went rather better. Engineer visit now booked for tomorrow. Looking out at the blustery conditions and thinking back to the rain over the last few days, I wouldn't be surprised if he finds water penetration it a junction box somewhere nearby.

Re: Broadband stability problems

jab1 — Mon, 15 Sep 2025 13:21:22 GMT

And that first 'advisor' was a numpty.

Re: Broadband stability problems

Boxersoft — Mon, 15 Sep 2025 14:41:59 GMT

Couldn't possibly comment 😉