topic Re: Multiple dropouts in Full Fibre

Multiple dropouts

Bakerj93 — Sun, 19 Sep 2021 06:54:32 GMT

Our service went live earlier this week and since it's been active the number of dropouts has increased as the week has gone on. The first day or two it would be just once but over the last few days it's guaranteed to lose connection around 3-4 times a day and is usually resolved once the hub restarts itself.

Just wondering if you can see on your end why the drops are so frequent?
When it's working the speeds are great and I'm very happy with it, I'd just expect a more stable experience especially when just starting the service. Any help would be appreciated

Re: Multiple dropouts

jab1 — Sun, 19 Sep 2021 07:02:16 GMT

'Good morning and welcome to the forums, @Bakerj93 . This may be because your connection has not completed successfully.

Can you check that you are showing <yourusername>@plusdsl.net and not <setup@plusdsl.net>, please?

Re: Multiple dropouts

Bakerj93 — Sun, 19 Sep 2021 07:25:06 GMT

Hello,

Yeah it's showing my username in the hub interface.

Re: Multiple dropouts

jab1 — Sun, 19 Sep 2021 07:30:34 GMT

OK, that rules out that line of enquiry then. Can you, then, please post your 'Troubleshooting' tab?

Re: Multiple dropouts

Bakerj93 — Sun, 19 Sep 2021 07:43:34 GMT

Yeah here it is

Re: Multiple dropouts

jab1 — Sun, 19 Sep 2021 07:49:22 GMT

Not quite - We actually need the detail under the far right tab: will look something like:

Re: Multiple dropouts

Bakerj93 — Sun, 19 Sep 2021 07:57:08 GMT

Ah sorry, here you go

Re: Multiple dropouts

jab1 — Sun, 19 Sep 2021 08:02:23 GMT

Nothing really stands out in there, although your router software could do with an update. Sorry to keep asking for information, but it is the only route open to Community members. Can you post your routers logs, please?

Re: Multiple dropouts

Bakerj93 — Sun, 19 Sep 2021 08:17:25 GMT

Ah right ok. I've attached a photo of the event logs.

Re: Multiple dropouts

jab1 — Sun, 19 Sep 2021 08:30:58 GMT

Thanks for that too. Again there is nothing of any real interest on there. When you say dropouts, do you mean all connected equipment loses access (for how long?), or just the odd item? Do you have anything connected or that could be connected by ethernet cable to rule out wireless issues?

Re: Multiple dropouts

Bakerj93 — Sun, 19 Sep 2021 08:47:25 GMT

So everything loses connection while it drops out. The light on the router will remain blue and then all devices will lose connection and then the light on the router will start flashing orange for a while before becoming solid orange with a solid red b icon. During this it won't even show as an available connection on any of my devices until it restarts itself and then turns blue.

I did try to do a wired test yesterday while this happened and no joy, when I connected it up it didn't show any live wired connection on my laptop, even after the light turned blue and the wireless connections started working again the wired connection remained offline until I physically restarted the hub myself. Once it came back online, then the wired connection started working.The drops seem to be becoming more frequent.

This morning when I woke up the router light was solid red and required a manual restart to get it working again.

Re: Multiple dropouts

jab1 — Sun, 19 Sep 2021 09:06:35 GMT

A comprehensive reply - thank you. This takes it a little way out of my comfort zone, so unless something comes to me, there is little I can safely suggest.

Hopefully, a PN Help Team member will pick this up soon, or maybe another Community member will chime in.

Can I just suggest that you put a request in this topic https://community.plus.net/t5/My-Router/Hub-One-5GHz-WiFi-issue/m-p/1696363#M15510, requesting your router software is upgraded to the latest issue - probably won't solve your issue, but it needs doing.

Re: Multiple dropouts

Bakerj93 — Sun, 19 Sep 2021 09:19:20 GMT

Thanks for your help anyway, it's much appreciated.

Thanks for the link, I'll drop a post in there for an update.

Re: Multiple dropouts

adam945 — Sun, 19 Sep 2021 12:21:55 GMT

Hello @Bakerj93

Thanks a lot for reaching out and I'm really sorry to hear that you're having problems with your service. I've just run some tests on the line which are clearly showing the disconnections, but we're still unable to identify an underlying fault with the network.

I'm not sure what Troubleshooting you've done already, but if you have not, head over to our Troubleshooting Guide to see if you're able to rectify the issue sooner. When testing, if you can, remove the faceplate from your master socket and connect your router directly into the test socket which lies behind it.

Avoid using any extension cables / sockets as well if possible please.

If that doesn't help, you already have an open fault ticket on the account. I've escalated it to yourself which means you can comment on it, advising us of your availability for an engineer visit. Our Tech Support Team will then pick this up and raise the matter with our suppliers.

If you'd like, respond to this post and I'll be happy to raise it myself, gets the ball rolling a little quicker. I'm around until 18:30 today.

KBD

GEA Test Detail
Circuit ID	NA	Service ID


Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	59.9 Mbps
Upstream Speed	11.2 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Not Run - Unable to run
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	648.3
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Very Good
Interference Pattern	Regular Interference Observed Daily
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From22:00to22:15
Interference Location	Unknown
Interference Observed In Days	5
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	2021-09-14T15:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	59.2 Mbps	63.1 Mbps	60.3 Mbps
Up Stream Line Rate	10.9 Mbps	11.5 Mbps	11.3 Mbps
Up Time	0.0 Sec	900.0 Sec	808.4 Sec
Retrains	0.0	5.0	0.0

Ignore the Voice Line Test Result - I've run a separate test on the phone line which uncovered no faults.

Re: Multiple dropouts

Bakerj93 — Sun, 19 Sep 2021 16:09:30 GMT

Hi @adam945

Thanks for your reply, much appreciated. I've gone through the troubleshooting steps and checked everything over and it all seems fine. I've hooked it up to the test socket and it's currently working fine. I guess time will tell to see if the drops will still happen.

I can be home for an engineer to visit any time in the week if need be. Thank you so much, much appreciated.

Re: Multiple dropouts

Bakerj93 — Sun, 19 Sep 2021 16:24:27 GMT

Hi Adam,

Just confirm we had another drop while connected to the test socket. Orange power light with a solid red broadband light.

Re: Multiple dropouts

BD — Mon, 20 Sep 2021 08:06:30 GMT

Hi @Bakerj93, thanks for getting back to us and I'm sorry to hear the drops look to be persisting in the test socket set-up. Re-testing from this side this morning we're not seeing any cause to the drops from this side. In which case, I've updated the fault ticket on your acocunt with steps on how we can progress this fault further which requires your attention. The fault ticket can be seen and commented on here.

Feel free to give us a nudge on here after replying tot he ticket and we'll happily pick up and progress this fault further for you.

Re: Multiple dropouts

Bakerj93 — Mon, 20 Sep 2021 08:23:28 GMT

Hi @BD,

Thanks for that. I've replied to the ticket with the details you needed. Seems to be getting worse with the power light going solid red last night and the reset button and inserting a pin in the full reset hole didn't have any affect and had to fully power off and power on the hub for it to work. Thanks again.

Re: Multiple dropouts

LaurenB — Mon, 20 Sep 2021 13:01:46 GMT

Hiya @Bakerj93, thanks for completing the steps. It looks like your engineer appointment has been booked in, let us know how it goes!

Re: Multiple dropouts

Bakerj93 — Wed, 22 Sep 2021 07:26:04 GMT

Hi @LaurenB

So the engineer came yesterday and put a new master socket on the wall and rewired everything and changed some of the wiring outside the house as well. Everything seemed to be working fine and we had no drops yesterday.

Now this morning we've already had 2 drops so far. The same issue, all devices lose connection while the light is blue, then the hub restarts itself and the power light turns solid orange with the broadband light also being solid orange until it restarts itself again and then starts working.

I've split the 2.4Ghz and 5.0Ghz frequencies and noticed that after the hub restarts itself and starts working it doesn't seem to broadcast the 2.4Ghz, so any devices connected to it can't connect unless I physically restart the hub myself.