topic Re: Internet connection disconnecting almost every day randomly in Full Fibre

Internet connection disconnecting almost every day randomly

williamjt97 — Sat, 11 Sep 2021 21:54:19 GMT

Hi,

Since moving over to plus net almost every day it seems the internet will randomly cut out 1-3+ times. The times it cuts out are random. Sometimes it will cut out 3 times in a row sometimes 3 different times in 1 whole day. It's rather annoying and impacting my work, I've had it cut while in meetings or doing training sessions. I turn the router off and on every time and it's comes back once rebooted so it's not like the internet is actually having an outage. I don't believe there are any works going on in the area.

Could this be looked into,

Thanks.

Re: Internet connection disconnecting almost every day randomly

williamjt97 — Sat, 11 Sep 2021 22:25:15 GMT

Cut out two more times since posting this for a total of 5 times today. It's pathetic how much it's cutting out.

Re: Internet connection disconnecting almost every day randomly

AHWifi — Sun, 12 Sep 2021 02:26:18 GMT

Hey there,

Welcome to the forums, when it cuts off

do the lights begin to change or not?

Re: Internet connection disconnecting almost every day randomly

williamjt97 — Sun, 12 Sep 2021 02:29:53 GMT

Hi,

Yes after around 20 seconds it turns green, then orange then flashing orange and then back to blue.

Re: Internet connection disconnecting almost every day randomly

AHWifi — Sun, 12 Sep 2021 02:36:15 GMT

Thanks for that,

If this is the issue then it suggests a fault is present on the line somewhere.

I hope a PN staff member can pick this up soon. @Gandalf

A test would need to be ran and it would be good to see the connection logs from their side.

Re: Internet connection disconnecting almost every day randomly

jab1 — Sun, 12 Sep 2021 06:59:26 GMT

@williamjt97 Welcome to the forums. You have been with PN since the end of May and only just decided to report the problem?

It sounds to me like your connection is still stuck in the 'setup' mode. Try this:

1. Factory reset of the hub by pushing a paperclip or similar in to the reset hole and hold the switch closed for about 30 seconds.
2. Leave it 10 minutes or so and see if that fixes it,

If that doesn’t work:

3. Log in to the hub by putting 192.168.1.254 in the address field of your web browser.
4. On the broadband page (I think, you may need to look through the pages to find it, depending on which hub you have) you should find the username. If it’s setup@plusdsl.net then it hasn’t configured itself.
5. Remove the DSL cable.
6. Change the username to your account username in the form <username>@plusdsl.net.
7. Enter your account password.
8. Plug the DSL cable back in.
9. If it doesn’t try to connect select Connect (again you may need to look through he pages to find it)

Re: Internet connection disconnecting almost every day randomly

williamjt97 — Sun, 12 Sep 2021 13:35:22 GMT

Hi @jab1

At first it wasnt as bad and I guess you could say I was more forgiving but the past month it's gotten worse and been more frustrating.

I have reset and will see how it goes.

Hub has been setup with username & admin password changed.

Re: Internet connection disconnecting almost every day randomly

jab1 — Sun, 12 Sep 2021 13:47:02 GMT

@williamjt97 OK. If your username was correct in the first place, it is possible that there is an underlying network issue, but reading your initial post, and it was not clear how long you had been with PN.

I don't quite understand the comment about changing username and password - are you saying they were showing as 'setup@plusdsl' and a random password, and you have now changed them to '<yourusername> and the correct password? If so, that should resolve the issue.

Re: Internet connection disconnecting almost every day randomly

williamjt97 — Sun, 12 Sep 2021 14:07:25 GMT

Username has been correct since the start of the service and changed the password at the start of service not just today.

If this could be looked into at the backend that would be great. I understand it could be an issue with BT's line as well or no apparent issue will show itself on investigation but checking would be nice.

Re: Internet connection disconnecting almost every day randomly

jab1 — Sun, 12 Sep 2021 14:11:21 GMT

It may get picked up by PN staff fairly quickly, but just for my curiosity, can you post your routers Help Desk information?

Re: Internet connection disconnecting almost every day randomly

williamjt97 — Sun, 12 Sep 2021 15:37:33 GMT

Re: Internet connection disconnecting almost every day randomly

jab1 — Sun, 12 Sep 2021 15:54:44 GMT

Sorry for the late reply - life got in the way. from that information, you certainly have a problem somewhere. Your D/S data rate is low, and your SNR figures are high. Is your phone line clear of interference - dial 17070, option 2 - there should be no noise at all - if there is, report a PHONE fault first.

Re: Internet connection disconnecting almost every day randomly

williamjt97 — Sun, 12 Sep 2021 18:36:03 GMT

No problem - I don't currently own a landline phone set to plug into the line to test. I can order one and get back when it's arrived. @JAB

Re: Internet connection disconnecting almost every day randomly

jab1 — Sun, 12 Sep 2021 18:40:53 GMT

No problem - doesn't have to be expensive, so long as it works. You may find this topic gets picked up by Plusnet staff tomorrow and they can determine the problem, but a corded handset should be in everyone's bottom drawer - they are indispensable in this situation.

Re: Internet connection disconnecting almost every day randomly

RealAleMadrid — Sun, 12 Sep 2021 18:40:57 GMT

Sorry @jab1 but you have got it a bit wrong, the OP has a very short line to the cabinet and is syncing at full speed, that is why the SNRM values are high. The data rate speeds are in Kbps so the modem/router is connect at 79.999Mbps down and 19.999Mbps up. I see no problem at all with the broadband connection, why it is dropping out is hard to understand. Need help from forum staff on this one.🤔

@williamjt97 Don't bother getting a phone, you have a perfect connection in terms of speed, I don't believe there is any phone line problem, the question is why is it dropping out.🙄

Re: Internet connection disconnecting almost every day randomly

jab1 — Sun, 12 Sep 2021 18:45:50 GMT

Ooops, so I have, @RealAleMadrid - I hadn't noticed the line length. as you say, we need staff to resolve the issue, as there is nothing we can do as fellow Community members.

I slightly disagree on the phone issu, though - they are very handy if a problem arises - or the mobile network fails. 😉

Re: Internet connection disconnecting almost every day randomly

williamjt97 — Sun, 12 Sep 2021 18:51:33 GMT

@jab1 @RealAleMadrid Thanks for the help, I'll wait for a PN forum staff and see what answers they can get.

Re: Internet connection disconnecting almost every day randomly

adam945 — Mon, 13 Sep 2021 10:03:01 GMT

Good morning @williamjt97

Thanks a lot for reaching out and I'm sorry to hear about the problems that you're having with your Broadband service. I've had a look at the line this morning and can see quite a few dropouts on Saturday evening, and a couple on Sunday. Though line tests that I've just ran aren't picking up any underlying issues.

The many dropouts that you experienced on Saturday do appear to be a one-off, maybe even due to Openreach maintenance in the area. I'm assuming that the bulk of your issues are therefore through the wireless connection, so I've made a couple of changes to the wireless settings on your router which should help.

If the dropouts continue, have a read through our Troubleshooting Guide to see if you're able to fix this internally, though if that doesn't help, you can always log a fault with our Tech support Team by going to faults.plus.net.

I'll pop the visual radius below which show the dropouts on the line itself.:)

Re: Internet connection disconnecting almost every day randomly

williamjt97 — Mon, 13 Sep 2021 11:09:08 GMT

Hi @adam945,

Thanks for checking this & modifying some wifi settings.

I use TP-Link powerlines for my PC + work laptops but the issue has never been with them as it's the router itself cutting out, indicated by the router going through the reboot process itself after cutting out.

The dropouts I had on saturday 11th I did have before as well where it cut out 3 times in arow some weeks ago. Is there a way to check if openreach is doing maintenance in the area?

Thanks for the help, will keep monitoring and if required will report a fault.

Re: Internet connection disconnecting almost every day randomly

LaurenB — Mon, 13 Sep 2021 14:36:56 GMT

Hiya @williamjt97, I am really sorry for the issues you have been having with your service.

I'm not aware of being able to check Openreach maintenance I'm afraid but as you have mentioned, it would be advisable to monitor and log a fault with us should issues persist.