topic Re: Internet connection keeps dropping. in Full Fibre

Internet connection keeps dropping.

m7ck — Sat, 25 Sep 2021 13:52:11 GMT

I have just recently (4 weeks ago) switched to plusnet from sky and am already regretting it. At least a dozen times a day the internet drops connection, happens to several different devices, sky a box, phones, iPads, security system. This is getting ridiculous how do I go about getting it fixed.

Re: Internet connection keeps dropping.

jab1 — Sat, 25 Sep 2021 14:00:31 GMT

@m7ck Welcome to the forums. This could be because your connection did not automatically authenticate with the correct details. Check that the user name on the hubs 'Troubleshooter' page matches your user name and is not displaying 'setup@plusdsl.net'.

Re: Internet connection keeps dropping.

m7ck — Sat, 25 Sep 2021 14:07:58 GMT

Thanks for reply but it is my username that is listed and not setup.

Re: Internet connection keeps dropping.

jab1 — Sat, 25 Sep 2021 14:13:31 GMT

OK - it was just a thought, because it has happened to quite a few new(ish) customers recently.

Can you post that page - obscuring your username, please?

Is your telephone line quiet - dial 17070 option 2. After the confirmation of your phone number, there should be no sound other than the regular 'Quiet Line Test' message. If there is, report a phone fault.

Re: Internet connection keeps dropping.

m7ck — Sat, 25 Sep 2021 14:29:31 GMT

I have no idea about the phone line. I don’t have a landline phone.

however I had no issues at all with sky.

Re: Internet connection keeps dropping.

jab1 — Sat, 25 Sep 2021 14:32:26 GMT

That is a pity, because problems on the phone side of the installation can have massive effects on the broadband side. If you could post your Troubleshooter information page, though, it may give us a clue.

Sky could have been using their own equipment in the exchange - Plusnet use the BT infrastructure.

Re: Internet connection keeps dropping.

m7ck — Sat, 25 Sep 2021 14:35:18 GMT

Apologies for my ignorance, but what do you mean by troubleshooting page? You mean hub manager home?

Re: Internet connection keeps dropping.

jab1 — Sat, 25 Sep 2021 14:41:52 GMT

Sorry, this picture may help:-

If you click the Troubleshooting tab - top right and then the Helpdesk below it should open the required page.

Re: Internet connection keeps dropping.

m7ck — Sat, 25 Sep 2021 14:46:11 GMT

thankyou, does this help?

Re: Internet connection keeps dropping.

jab1 — Sat, 25 Sep 2021 14:55:27 GMT

It does, thank you.

Two things stand out to me there (1) Your hub software could do with an update - further help on that to follow. (2) Your downstream noise margin is too low, which will need PN staff intervention to remedy.

In the absence of the important phone test, can you post the detail from the Event Log tab on that page, please.

Re: Internet connection keeps dropping.

m7ck — Sat, 25 Sep 2021 15:00:19 GMT

Re: Internet connection keeps dropping.

jab1 — Sat, 25 Sep 2021 15:17:35 GMT

Thanks for that. Unfortunately, apart from showing that the hub is doing its job blocking unsolicited traffic, it does not show any connection issues - could you post the same thing immediately following a disconnection?

Re: the software - I suggest you post on this topic https://community.plus.net/t5/My-Router/Hub-One-5GHz-WiFi-issue/m-p/1696363#M15510 , requesting an upgrade to the .289 version.

Hopefully, when PN pick this up, they will post a RADIUS graph and the results of a KBD test, along with suggestions on a resolution.

Re: Internet connection keeps dropping.

Dan_the_Van — Sat, 25 Sep 2021 15:27:05 GMT

Hi @jab1

When viewing the log file if you change the category to WAN you can see when the last PPPoE connection was last established and dropped

also another thought splitting the 2.4 and 5 GHz wifi sync might help.

@m7ck Do you notice if the front light on the Hub One change from Blue at all?

Dan

Re: Internet connection keeps dropping.

jab1 — Sat, 25 Sep 2021 15:42:29 GMT

@Dan_the_Van Sorry, it isn't my log, and I have never used either of the hub variants, so I was not aware of that - thanks for the information.

If @m7ck gets the .289 release, I understand that niggle with regard to the bans is resolved - but I can't confirm.

Re: Internet connection keeps dropping.

LaurenB — Sat, 25 Sep 2021 18:41:54 GMT

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	65.4 Mbps
Upstream Speed	8.3 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Voice fault suspected - contact Voice CP to progress copper issue
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	816.6
Upstream Rate Assessment	Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
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	Internal
Profile Name	0.128M-80M Downstream 4dB, Retransmission High - 0.128M-20M Upstream, Retransmission Low
Time Stamp	2021-09-12T19:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	64.7 Mbps	68.9 Mbps	66.7 Mbps
Up Stream Line Rate	7.8 Mbps	8.3 Mbps	8.2 Mbps
Up Time	754.0 Sec	900.0 Sec	899.3 Sec
Retrains	0.0	1.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2021-09-25T18:11:07Z	2021-09-25T18:26:07Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Re: Internet connection keeps dropping.

LaurenB — Sat, 25 Sep 2021 18:42:25 GMT

Hiya @m7ck, I am really sorry for the issues being experienced.

I have provided a GEA test for your line above, as you can see from the results a phone issue was being detected. I have ran a phone line test and this has detected a fault in the network, I've got it raised to our suppliers for you and we can expect an update within the next 48-72 hours.

I have created a fault ticket here: https://www.plus.net/wizard/?p=view_question&id=218245236 where you can monitor for updates. I am really sorry for the inconvenience caused in the meantime.

Re: Internet connection keeps dropping.

m7ck — Sat, 25 Sep 2021 20:50:01 GMT

Thanks Lauren