topic Re: Internet dropping in Full Fibre

Internet dropping

vincepa — Wed, 29 Sep 2021 20:31:30 GMT

Hi there, I just switched to plusnet and the experience is terrible! My connection keeps dropping, it doesn't last more than 30 minutes
and this is very annoying considering I am supposed to work. I have changed microfilter few times and also tried the test socket, nothing changes. I cannot contact anyone after 8pm, Can you fix the issue?

Re: Internet dropping

jab1 — Thu, 30 Sep 2021 06:40:11 GMT

@vincepa Just a thought - what 'username' is displayed on your routers Help Desk page?

Re: Internet dropping

vincepa — Thu, 30 Sep 2021 07:58:49 GMT

No idea how to check it but it should be the same I am using here

Re: Internet dropping

jab1 — Thu, 30 Sep 2021 08:47:46 GMT

OK - a picture paints a thousand words. Log into your hub, and navigate to:

If you then post a screenshot - it may give us a clue.

Re: Internet dropping

vincepa — Thu, 30 Sep 2021 10:05:47 GMT

1. Product name: Plusnet Hub

2. Serial number: +081441+

3. Firmware version: Software version 4.7.5.1.83.8.263 Last updated Unknown

4. Board version: Plusnet Hub One

5. DSL uptime: 0 days, 12:48:10

6. Data rate: 9989 / 39950

7. Maximum data rate: 25983 / 77858

8. Noise margin: 16.9 / 16.8

9. Line attenuation: 7.9 / 7.3

10. Signal attenuation: 7.9 / 7.3

11. Data sent/received: 4.9 GB / 15.1 GB

12. Broadband username: xxxxxx@plusdsl.net

13. 2.4 GHz Wireless network/SSID: PLUSNET-Q5S3

14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))

15. 2.4 GHz Wireless security: WPA2

16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)

17. 5 GHz Wireless network/SSID: PLUSNET-Q5S3

18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))

19. 5 GHz Wireless security: WPA2

20. 5 GHz Wireless channel: Automatic (Smart Wireless)

21. Firewall: Default

22. MAC Address: 10:d7:b0:40:df:4e

23. Modulation: G.993.2 Annex B

24. Software variant: AA

25. Boot loader: 1.0.0

Moderators Note: Personal information removed

Re: Internet dropping

jab1 — Thu, 30 Sep 2021 09:24:36 GMT

Thanks for that information - it confirms your settings are correct, so my initial idea is wrong.

Hopefully, a PN Help Team member will pick this up as it appears you have connection issues, looking at the uptime shown above.

Just out of curiosity, are you on Fibre or Fibre Extra?

Re: Internet dropping

adam945 — Thu, 30 Sep 2021 10:14:26 GMT

Hello @vincepa

Thanks a lot for reaching out and I'm sorry to hear that you've been having problems with your service.

To be honest though, the disconnections that occurred yesterday do look pretty isolated so far, even though your service has only been active for a day or so. Tests on the line aren't picking up any faults, so I'd suggest that you monitor your connection for the next few days and reach out if you continue to have problems. I'll pop a visual radius below which shows the disconnections.

Re: Internet dropping

vincepa — Thu, 30 Sep 2021 10:17:38 GMT

Again not sure about this, order confirmation email shows the following:
Unlimited Fibre has an average speed of 36Mb download and 9Mb upload.
At peak times, we estimate that you'll get the following speeds on your line:
Download: 38 - 40Mb
Upload: 8 - 10Mb
Minimum Guaranteed Speed: 30.9Mb

Re: Internet dropping

vincepa — Thu, 30 Sep 2021 10:26:34 GMT

In the past, with other suppliers (sky, vodafone, talktalk) connection was very poor with bad weather conditions (wind and rain), yesterday weather was not so bad and never experienced disconnections with the same frequency before.

Re: Internet dropping

jab1 — Thu, 30 Sep 2021 10:27:54 GMT

@vincepa As Adam says, this could just have been a random disruption, although it was a concentrated bunch. Monitor it, and report back if it continues.

Re: Internet dropping

LaurenB — Thu, 30 Sep 2021 15:57:24 GMT

Hiya @vincepa, I am sorry for the issues you encountered and for the inconvenience caused.

Should you experience any further issues, you can log a fault with us here: https://faults.plus.net for further investigation.

Re: Internet dropping

vincepa — Wed, 06 Oct 2021 23:00:26 GMT

tonight connection keeps dropping, I have logged the fault as instructed however I couldn't test the phone line as I don't have a phone; also don't have a BT router (I assumed this was referring to plusnet router)

Re: Internet dropping

Gandalf — Thu, 07 Oct 2021 09:13:03 GMT

Thanks for getting back to us @vincepa

I'm sorry to see you're having issues with your connection.

Are you getting more drops than suggested in the our logs below?

Does the light on the front of the router change colour at other times? Also are your devices all connecting to your router wirelessly or do you have laptop/computer plugged into your router you have issues on too?

Re: Internet dropping

vincepa — Thu, 07 Oct 2021 10:37:15 GMT

Thanks . In last days connection has been quite stable, experienced/noticed several drops last night only. The logs you posted doesn't seem to show anything related to 6th of October. When connection drops generally router light turns orange and a red "b" pops on it, sometimes I got disconnected but couldn't see any changes to the router light considering I am not always in the same room. I only have an apple tv anh hive device plugged into the router, all other devices are connected wirelessly.

Re: Internet dropping

Gandalf — Thu, 07 Oct 2021 15:00:02 GMT

Thanks for the detail @vincepa

Last night when your connection dropped, did your Apple TV or Hive stop working? (Or light change colour on the router)

Re: Internet dropping

vincepa — Thu, 07 Oct 2021 17:15:27 GMT

Thanks @Gandalf, cannot say if those devices disconnected as I wasn't using them. Support Team confirmed there are no issues, I will monitor the situation and router behaviour and report any issues. Maybe the issue can be with my laptop or wifi repeater.

Re: Internet dropping

BD — Fri, 08 Oct 2021 09:23:36 GMT

Thanks for getting back to us @vincepa I can also confirm when testing your connection from this side currently nothing looks to be showing out of place with no drops showing over the last 5 days and currently the full 40Mbps download and 10Mbps upload reaching the router. I'm also leaning towards this then being a wireless related issue as this would explain why we're seeing everything getting to the router fine but may be why you're having issues trying to replicate that same performance on your devices. I'd recommend then, next time you see issues occur to try a wired connection and see if the problem looks to persist. I'd also run through the below wireless improvement guide if you haven't already in order to optimise the wireless settings to bets suit your property and surrounding area.

The guide below will show you how to log into the router and change the wireless channel as it's usually another router in the area on the same or similar channel that will be causing issues for both wireless frequencies. Before picking a channel I'd suggest downloading a free app called wifi analyzer which will scan your area for all the routers and show what channels they are on between 1-13. Although the above app isn't essential it helps you pick where your router would be best in terms of channels and saves a lot of time doing it via trial and error.

1) To connect to your Hub One, you will need to open a browser and go to 192.168.1.254 If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.

2) You should come to a page with information about your connection, click 'Advanced Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'

3) Select the option for 'Wireless' followed by '5 GHz Wireless'. What we want to do to begin with is turn 'Sync with 2.4 GHz Wireless' to 'Off' and update the SSID to be different. The easiest way would be to add '-5G' to the end so it is identified as its own connection. Once this is changed, we will need to keep an eye on it for a day or 2 to see if the issue continues. If it does, the next step would be to change the wireless channel. Keeping in mind the original 2.4Ghz unchanged name network connection would be the best to connect your devices to for a stronger signal.
(When deciding which device goes on what frequency keep in mind that the 5GHz is designed for close range stationary devices and standard 2.4GHz the one which gets the wireless around your property further.)

4) Following the above guide to get to your 'Advanced Settings' page, you will need to change the settings within the 2.4 GHz Wireless tab and the 5 GHz Wireless tab.

5) Under the correct heading, you will need to find 'Channel Selection' on the list and change this from 'Automatic' to any one of the other channels, This can also need doing under '5 GHz Wireless' to cover both signals. Give it 3-4 hours of testing to see if the issue still persists and try to change the channel again if you see little or no improvement.

Let us know how it goes.