topic Re: full fibre broadband keeps dropping DE11 postcode in Full Fibre

full fibre broadband keeps dropping DE11 postcode

mr-k — Mon, 14 Oct 2024 11:23:16 GMT

hi all my broadband has been dropping out since 7am today, works for about 2 mins then drops,speedtest reports an ipload error,

Re: full fibre broadband keeps dropping DE11 postcode

jab1 — Mon, 14 Oct 2024 11:27:32 GMT

@mr-k Welcome to the forums. As you have posted on the Broadband board, but mention Full Fibre, can you confirm which service you are on?

Re: full fibre broadband keeps dropping DE11 postcode

mr-k — Mon, 14 Oct 2024 11:30:48 GMT

Just logged into the hub - network uptime is showing as 12 mins, system uptime is shown as 3hrs 25mins

Re: full fibre broadband keeps dropping DE11 postcode

mr-k — Mon, 14 Oct 2024 11:31:29 GMT

Hi, on fullfibre but that link wasnt active so i couldnt post in there

Re: full fibre broadband keeps dropping DE11 postcode

jab1 — Mon, 14 Oct 2024 11:33:51 GMT

OK - I'll have a look and see if there is any known problem, but Full Fibre usually works, or doesn't.

Re: full fibre broadband keeps dropping DE11 postcode

jab1 — Mon, 14 Oct 2024 11:36:41 GMT

Nothing reported on the OpenReach fault reporter for the Derby area. Which router are you using, please?

Re: full fibre broadband keeps dropping DE11 postcode

bmc — Mon, 14 Oct 2024 11:38:12 GMT

@mr-k

When it goes down what colour are the lights on the ONT and the Router?

Are you connecting via WiFi or Ethernet?

Brian

Re: full fibre broadband keeps dropping DE11 postcode

Baldrick1 — Mon, 14 Oct 2024 12:50:03 GMT

Moderator's note:
Thread moved from Broadband to Full Fibre.

Re: full fibre broadband keeps dropping DE11 postcode

mr-k — Mon, 14 Oct 2024 13:20:56 GMT

hi green when booting up - blue when working - orange when not working usually connected with ethernet cable

Re: full fibre broadband keeps dropping DE11 postcode

jab1 — Mon, 14 Oct 2024 13:31:48 GMT

OK, @mr-k Providing you are using a Plusnet Hub2, can you export your full Event Log, and attach it to a post, please?

Re: full fibre broadband keeps dropping DE11 postcode

mr-k — Mon, 14 Oct 2024 13:35:09 GMT

Hi its been off and on since about 7am today, mainly off with a min or two connections in between, i did a speed test at about 6.45 today and it was about 20meg download and 1meg upload, just done anbother test now its back to about normal, 500ish download and 70ish upload, we havent changed anything today . Spoke to a customer service person at plus net , he sais he could see an issue but didnt explain the exact issue, going to mail a new router and send an engineer next monday. I work from home so pretty frustrating. I have to admit the insall l that was done is a total diy bodge

They removed the bt box (internal) and left a bare hole with this connector thing in the middle, its a comple f*** Up. Ive put masking tape over it because of the draught. Once the contracts up we will change provider and get the connection re done.

Rant over, connection seems to have stabilised since i called plus net,

Re: full fibre broadband keeps dropping DE11 postcode

Baldrick1 — Mon, 14 Oct 2024 13:42:36 GMT

@mr-k wrote:

They removed the bt box (internal) and left a bare hole with this connector thing in the middle, its a comple f*** Up. Ive put masking tape over it because of the draught. Once the contracts up we will change provider and get the connection re done.

Changing ISP will not get this corrected. If you are discontent with the work undertaken by Openreach or their contractors then complain to Openreach directly. See: https://www.openreach.com/help-and-support/when-to-get-in-touch-with-openreach/complaints-policy

Re: full fibre broadband keeps dropping DE11 postcode

jab1 — Mon, 14 Oct 2024 13:46:30 GMT

@mr-k It sounds from your last post that this was an OpenReach network issue, so the 'new router' and engineer are superfluous to requirements, to be honest.

Re: full fibre broadband keeps dropping DE11 postcode

mr-k — Tue, 15 Oct 2024 11:35:29 GMT

hi since i spoke to the plusnet support the connection has been fine, new router arrived today and installed it, will send the old one back today, i will cancel the engineer visit for next monday

Re: full fibre broadband keeps dropping DE11 postcode

longedge — Tue, 15 Oct 2024 15:45:16 GMT

I was thinking about posting here but saw this thread and what I have to say may be apposite to the thread.

Last week I had several disconnections during the day and yesterday 14/10/24 it started happening again. When I rang support I was told that a fault was showing but of an indeterminate nature.

My neighbour is also on FTTP and after a quick exchange of Whatsapps, I new that he had also been getting the same disconnections. He told me that there were many people in the village, all on FTTP, who were also complaining about disconnections on the local Facebook group. I checked and there were people complaining of the disconnections yesterday who are with BT, PlusNet, Vodaphone and SKY. There were various posts speculating on the cause/s but one thing is for certain, users from multiple ISP's but all on FTTP are experiencing disconnections at the same time and it has been going on for more than a week.

Re: full fibre broadband keeps dropping DE11 postcode

jab1 — Tue, 15 Oct 2024 15:48:55 GMT

@longedge Anything showing on here:https://status.zen.co.uk/broadband/ ? If it has been going on for 'more than a week', go down the list to around the date you first noticed it.

Re: full fibre broadband keeps dropping DE11 postcode

longedge — Tue, 15 Oct 2024 16:05:44 GMT

I wouldn't know where to start with that list 🙂

To be clear, I have experienced disconnections on 2 dates recently. Firstly 9/10/24 between about 4pm and 6 pm 3 disconnections and secondly 14/10/24 again roughly 4pm to 6pm 3 disconnections.

When I say that it has been going on for over a week, I'm talking about Facebook posts from people in the village. The common factor is that all are on FTTP with whichever ISP.

Re: full fibre broadband keeps dropping DE11 postcode

jab1 — Tue, 15 Oct 2024 16:13:30 GMT

So, we can assume from that there is a fault (unspecified) somewhere in the FTTP infrastructure in the area. Unfortunately, that fault list was created in the days of the PSTN phone network, and although some FTTP faults are recorded in it, finding the fault reference, if it exists, is like looking for a needle in a haystack.

Sorry I can't be of more help.

Re: full fibre broadband keeps dropping DE11 postcode

mr-k — Tue, 15 Oct 2024 20:06:39 GMT

Hi, since the install in feb 2024 my fibre to the house has worked fine, apart from the odd outage for ten mins or so , however yesterday from around 6.45 - 7am until about 14.00 it was totally [-Censored-], constant disconnecting etc, i work from home connecting to servers etc so i would know if there was an issue, but yesterday I lost approx. 7 hrs work time , but 30 mins after i spoke to the support folks all seemed to stabilise. which seemed odd particularly as we made no changes here at my home address . On another matter someone said contact openreach about the cowboy install, well ive tried constantly for about 6months but every time i go to their complaints site i get a message saying that there is an issue with their site, so I need plusnet to escalate this, if an employee / contactor to openreach cant do a decent job then they need to find someone who can, not employ clowns who have no respect for a clients property, by the way we are in the east midlands, years ago my company got plus net to send an engineer to install an upstairs extension, they sent the same clown company – this clown didn have a drill bit long enough to drill through a cavity wall so I lent him one of mine. Plus net need to stop employing cowboys

Re: full fibre broadband keeps dropping DE11 postcode

mr-k — Tue, 15 Oct 2024 20:17:53 GMT

hi,we have livedi n this house for 20 years, i work in it and use the internet for 10hours a day for 5 days a week, weve never had an issue like yesterday.