topic Re: My broadband keeps dropping out. Help please! in Full Fibre

My broadband keeps dropping out. Help please!

RobbF — Wed, 01 Sep 2021 21:25:19 GMT

I've recently upgraded to fibre unlimited, and for the first 2 weeks everything was fine, but now, every night, without fail, my broadband just drops out, and tells me sign-in is required. I go to the hub page, but I don't know where or even how to sign. Any help would be greatly appreciated, because it's really starting to wind me up now.

Re: My broadband keeps dropping out. Help please!

AHWifi — Wed, 01 Sep 2021 21:27:18 GMT

When it drops out, does the router light tend to change too?

Re: My broadband keeps dropping out. Help please!

RobbF — Wed, 01 Sep 2021 22:07:24 GMT

No, the light stays blue on my router. First my TV disconnects, then my phone, and then my phone notification tells me I need to sign in to the network. It's done it 3 times tonight.

Re: My broadband keeps dropping out. Help please!

Mustrum — Wed, 01 Sep 2021 22:14:14 GMT

What is the username in the router?

If it is still setup@plusdsl.net then enter the correct one and your password, or try a suitable object in the pinhole in the back for at least 30 secs and go and get a cuppa and see if that works.

Re: My broadband keeps dropping out. Help please!

RobbF — Thu, 02 Sep 2021 06:19:07 GMT

This might be a silly question but, how do I change the username in the router?

Re: My broadband keeps dropping out. Help please!

jab1 — Thu, 02 Sep 2021 06:29:23 GMT

@RobbF :

1. Connect a device onto the router's WiFi or plug a laptop/PC into the router using an ethernet cable

2. Go to the router's homepage at http://192.168.1.254

3. Click on the Advanced Settings tab

4. Type in the admin password found from the back of the router and click the OK button

5. Click on the Continue to Advanced Settings button then the Broadband tab

6. If there's a Disconnect button, click that

7. Change the username to the broadband username in the format of username@plusdsl.net If you can't remember this I'd check for any emails PLUSNETsent you as they'd add the username to the top of the email.

8. Type in the account password, this can be reset here: https://www.plus.net/forgotpassword/ if needed.

9. Hit the Connect button.

EDIT: Thanks to @MisterW for the info

Re: My broadband keeps dropping out. Help please!

MisterW — Thu, 02 Sep 2021 06:44:43 GMT

Credit not warranted, I copied it from other posts

Re: My broadband keeps dropping out. Help please!

jab1 — Thu, 02 Sep 2021 06:45:35 GMT

OK😀

Re: My broadband keeps dropping out. Help please!

adam945 — Thu, 02 Sep 2021 10:26:21 GMT

There are two separate issues going on here @RobbF

1. The router you're using is still in setup mode. Please follow the instructions outlined by @jab1 to get your router authenticated properly.

2. A KBD line test is showing a fault within the network, more specifically - impairment in copper joint that's affecting the GEA (Broadband) service. While this won't be stopping you from getting the router authenticated (as the line is in sync - and is syncing at 76.3 Mbps, it will need to be addressed.

Please let us know once you've tried to log into your router, we'll run some more tests on the line and will take it from there.

KBD

GEA Test Detail
Circuit ID	NA	Service ID


Test Outcome	Fail
Test Outcome Code	GTC_FTTC_SERVICE_1625
Description	Impairment in copper joint detected most likely in local network. Please continue to submit a trouble report.
Main Fault Location	CE
Sync Status	In Sync
Downstream Speed	76.3 Mbps
Upstream Speed	15.2 Mbps
Appointment Required	Y
Fault Report Advised	Y
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	592.1
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Very Good
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2021-08-20T11:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	22.8 Mbps	79.9 Mbps	69.4 Mbps
Up Stream Line Rate	3.6 Mbps	15.2 Mbps	12.5 Mbps
Up Time	0.0 Sec	900.0 Sec	889.3 Sec
Retrains	0.0	2.0	0.0

Re: My broadband keeps dropping out. Help please!

RobbF — Thu, 02 Sep 2021 17:10:47 GMT

I have followed the instructions that @jab1 sent me, (thanks by the way ☺️), and successfully changed my broadband username. I'm presently connected no problems, but it's usually around half 9 ish that my broadband drops out so I'll keep an eye on it.