topic Re: Moved from EE to Plus Net and now my broadband drops every day. in Broadband

Moved from EE to Plus Net and now my broadband drops every day.

paulocpinto — Thu, 28 May 2026 19:56:57 GMT

Hi,

When I was with EE I very rarely had any issues with broadband it would hardly ever drop.

Since I have moved to plusnet, it happens almost every day! sometimes multiple times a day! It is disconnects while I am trying to do something online.

Is this something other people have encountered? Is it something plusnet will fix or just bad service in general?

Re: Moved from EE to Plus Net and now my broadband drops every day.

jab1 — Thu, 28 May 2026 20:10:42 GMT

Welcome to the forums, @paulocpinto . Are you on Full Fibre (FTTP) or part-fibre (FTTC)? Whichever, it should happen, and suggests there is fault somewhere.

Can you export your Hubs event log, and attach the resulting CSV file to a post, please?

Re: Moved from EE to Plus Net and now my broadband drops every day.

jab1 — Thu, 28 May 2026 20:42:33 GMT

I would also suggest you report the problem via: https://www.plus.net/help/report-a-problem/

Re: Moved from EE to Plus Net and now my broadband drops every day.

paulocpinto — Thu, 28 May 2026 21:27:30 GMT

Thank you for welcoming me. Sure, how do I get that?

Re: Moved from EE to Plus Net and now my broadband drops every day.

jab1 — Thu, 28 May 2026 21:33:08 GMT

Providing you are on a desktop/laptop, navigate from the homepage of the router to the page in the image attached, click the 'Export' button, and then attach that file to a post.

Re: Moved from EE to Plus Net and now my broadband drops every day.

paulocpinto — Thu, 28 May 2026 21:33:49 GMT

Log

Re: Moved from EE to Plus Net and now my broadband drops every day.

jab1 — Thu, 28 May 2026 21:35:32 GMT

Deleted

Re: Moved from EE to Plus Net and now my broadband drops every day.

jab1 — Thu, 28 May 2026 21:38:41 GMT

@paulocpinto Not quite the data I was expecting.

Re: Moved from EE to Plus Net and now my broadband drops every day.

paulocpinto — Thu, 28 May 2026 21:47:32 GMT

Is that good or bad?

Re: Moved from EE to Plus Net and now my broadband drops every day.

jab1 — Thu, 28 May 2026 21:56:38 GMT

it tells me you are obviously losing connection, but not why, which the requested file quite probably would.

Re: Moved from EE to Plus Net and now my broadband drops every day.

paulocpinto — Thu, 28 May 2026 21:58:38 GMT

Maybe this one?

Re: Moved from EE to Plus Net and now my broadband drops every day.

jab1 — Thu, 28 May 2026 22:02:18 GMT

That's the one, but if you don't mind, I’ll take a closer look in the morning, it is a little late.

Re: Moved from EE to Plus Net and now my broadband drops every day.

paulocpinto — Thu, 28 May 2026 22:05:27 GMT

Ok thank you for the help

Re: Moved from EE to Plus Net and now my broadband drops every day.

jab1 — Fri, 29 May 2026 06:54:43 GMT

@paulocpinto Reading that event log, it appears you may have picked up a fault on the OR network recently which is causing you to lose DSL connection - may be an idea to report a fault via the link in post #3.

I'm no networking expert, but your phone and one other device appear to be losing DHCP on a regular basis, which I don't think is connected, but still worthy of consideration. @Dan_the_Van , am I finding a non-existent fault here?😉

Re: Moved from EE to Plus Net and now my broadband drops every day.

Dan_the_Van — Fri, 29 May 2026 15:15:34 GMT

@jab1

started to look, went out, forgot, then remembered and replied.

Not sure I'd worry, probably a device can't make up it's mind which band it wants to connect to.

There are regular DSL Link down messages, which isn't normal, I'd guess a No Fault Found test.

I'm wondering if the SNR Margin Down would benefit from being 6dB.

Re: Moved from EE to Plus Net and now my broadband drops every day.

jab1 — Fri, 29 May 2026 15:39:16 GMT

Thanks, @Dan_the_Van .

Same thoughts on all three other things, although the attenuation suggests(?) the line should be able to cope with 3dB?

Re: Moved from EE to Plus Net and now my broadband drops every day.

paulocpinto — Sat, 30 May 2026 11:18:14 GMT

Thanks for feedback I will report it then.

Re: Moved from EE to Plus Net and now my broadband drops every day.

paulocpinto — Sat, 30 May 2026 11:26:29 GMT

After going through the bot diagnosis, it has found a fault and they will send and engineer to have a look.

Re: Moved from EE to Plus Net and now my broadband drops every day.

jab1 — Sat, 30 May 2026 11:31:34 GMT

Good to hear, @paulocpinto , although I doubt that will solve the issue of the flip-flopping device(s) - something we can look into, maybe, when the dropping DSL problem is, hopefully, sorted.

Re: Moved from EE to Plus Net and now my broadband drops every day.

paulocpinto — Sat, 30 May 2026 12:28:28 GMT

Great, lets keep all our minds thinking and involved in this case as it progresses.

Thank you.