topic Re: Problem with my BB outages in Broadband

Problem with my BB outages

longshanks67 — Wed, 24 Jun 2026 09:20:22 GMT

I have now got what seems too be a reoccurring BB connection, over the last month my BB connection has dropped out along along with my home phone. After two long phone conversation with Plusnet I was informed there was an,external problem. I was sent a new hub2 and an Open reach engineer visited too check out all my end, he installed a new master socket and tested the connection and all ended ok, 7 days later back came the fault which lasted overnight next morning my Hub2 showed blue so my connection returned. Today Wed 24th June I tried to report ( phone ) this problem yet again but I can't get through a problem plusnets end. This is getting rediculous. We have been a customer for 18 years but I am looking to jump ship and am looking at other BB suppliers.

Re: Problem with my BB outages

jab1 — Wed, 24 Jun 2026 09:26:17 GMT

@longshanks67 If the problem is, as it appears, to be with the Openreach network, changing suppliers will not help unless they use an alternative network.

Is Full Fibre (FTTP) available to you?

Re: Problem with my BB outages

Baldrick1 — Wed, 24 Jun 2026 11:59:28 GMT

@longshanks67

If you have an hour to spare then watching this is worth the time but even the first five minutes is worth the effort. https://www.youtube.com/watch?v=KkL-9O-FAzo To quote the ex CEO of Openreach, the PSTN (current system) is falling to bits, it's obsolete, spares are not available and trained service engineers are retiring.

Hence the recommendation to update to Full Fibre once it's available to you.

As @jab1 states, changing ISP will not help, the only permanent solution is to update the underlying infrastructure.

Re: Problem with my BB outages

longshanks67 — Thu, 25 Jun 2026 07:30:00 GMT

Thanks for your reply we are FTTC at the momement it works well I'm not sure if Full fibre is avaliable. At the moment our connection dropped our again last night at approx 8 pm but has returned this morning thats two nights on the run. PLUSNET were not available so I couldn't get any explaination which is not good and I am now thinking this is / was a deliberate act on their behalf to deal with many calls the same.

Re: Problem with my BB outages

jab1 — Thu, 25 Jun 2026 07:35:15 GMT

@longshanks67 To check if FTTP is available use either https://www.broadbandchecker.btwholesale.com/#/ADSL or https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome obscure any personal details if you post the results on the forum.

Which Hub are you using?

Re: Problem with my BB outages

longshanks67 — Thu, 25 Jun 2026 07:48:29 GMT

A brand new Hub 2 installed last week.

Re: Problem with my BB outages

jab1 — Thu, 25 Jun 2026 08:28:28 GMT

Can you post the Hubs event log output, please?

Re: Problem with my BB outages

longshanks67 — Thu, 25 Jun 2026 09:20:14 GMT

Hello thanks,

Event log I don't know how to do that, I have an update on my problem after another lengthy phone call too Plusnet today It has now been established that there is an external problem somewhere and Openreach have been notified and I will be kept updated. My one big complaint is that two weeks ago this was known I even had an Openreach engineer visit and check out everything my end and with my connection. After visit all worked as normal for a week then it started all over again.

Re: Problem with my BB outages

jab1 — Thu, 25 Jun 2026 09:31:33 GMT

Glad they have identified an external problem.

Would still possibly be interesting to see the Event Log - navigate from the Hubs home page to Advanced settings>Technical Log>Event Log and then click the 'Export' tab.

Attach the resulting .csv output to a post.

Re: Problem with my BB outages

longshanks67 — Fri, 26 Jun 2026 07:46:32 GMT

It is now obvious my BB is being switched off at certain times either for maintainance or modernisation, yet again on Thursday evening off at 8pm ish off it went then Friday morning 8 am ish it comes back on again.thats 3 times this week following the same pattern.

An honest explaination from the network engineers doing this via plusnet would be nice.

Re: Problem with my BB outages

jab1 — Fri, 26 Jun 2026 07:51:45 GMT

@longshanks67 I'm sorry, but that just doesn't happen. As I have said previously, sight of your Hubs error log will give us a much better chance of helping you - without it, we have no idea what is causing this disruption.

Re: Problem with my BB outages

longshanks67 — Fri, 26 Jun 2026 07:55:27 GMT

Too me there is NO other logical explaination but I will try and upload the error log.

Re: Problem with my BB outages

longshanks67 — Fri, 26 Jun 2026 08:09:56 GMT

I have downloaded my error file which is a csv file and is not accepted by the community reply, can you advise me?

Re: Problem with my BB outages

Dan_the_Van — Fri, 26 Jun 2026 08:18:07 GMT

@longshanks67

During the outage what colour is the Hub Two light?

Have you set any Access Control rules?

From the Hubs home page navigate to ->Advanced settings -->Access control

Re: Problem with my BB outages

longshanks67 — Fri, 26 Jun 2026 08:23:52 GMT

The hub 2 light during outage is orange, access control rules ( ? ) are not set. Also up until 10 days ago I was using a hub 1 which had this same problem of the orange light during outage.

Re: Problem with my BB outages

Dan_the_Van — Fri, 26 Jun 2026 08:34:51 GMT

Orange suggests there is a network fault, the cause could be the within the street green cabinet or beyond.

If you are using a tablet or smart phone you need the browser to view a page as a 'Desktop site'

Three dots or line top right of the browser ~~which~~ when viewing a reply page should expose the attachment paperclip below the reply window.

Edit corrected a typo