topic Re: Frequent 10pm disconnects in Full Fibre

Frequent 10pm disconnects

PW75 — Mon, 20 Sep 2021 06:18:10 GMT

Almost a daily occurrence that connect drops out, modem/router turns orange and all internet connect lost.

Normally returns within a few minutes

Re: Frequent 10pm disconnects

LaurenB — Mon, 20 Sep 2021 10:40:28 GMT

Hiya @pw, thanks for getting in touch. I am sorry for the issues being experienced with your service.

Testing today hasn't highlighted anything that could be causing these issues.

I have checked the connection and it looks like this is dropping around the same time, every 4 days. Are you using our router?

Re: Frequent 10pm disconnects

PW75 — Mon, 20 Sep 2021 10:56:06 GMT

Hi,

Yes using your supplied router, it was supplied several years ago when I moved onto fibre.

And using the micro filter too, it is connected into main socket.

Broadband has just dropped out 30 ish mins ago, unless that was caused by your line test?

Thanks

Re: Frequent 10pm disconnects

LaurenB — Mon, 20 Sep 2021 15:06:35 GMT

Thanks for getting back to me! The drop this morning does actually coincide with the test I ran, so that explains that one.

Thanks for confirming about the router. It might be worth getting connected into your test socket for the time being, help with this can be viewed here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

If the drops then persist, though given the frequency (around 2 drops over a week period), an engineer might have a difficult time locating the cause of the drops, if you can log a fault here: https://faults.plus.net we could look at progressing this further for you.

Re: Frequent 10pm disconnects

PW75 — Wed, 22 Sep 2021 09:59:55 GMT

Hi,

I've connected into the test socket this morning and will see if the problem persists, the master socket is the only socket in use in my house.

Thanks

Re: Frequent 10pm disconnects

LaurenB — Wed, 22 Sep 2021 14:26:15 GMT

Thanks @PW75, let us know how you get on.

Re: Frequent 10pm disconnects

PW75 — Sat, 25 Sep 2021 05:12:26 GMT

Hi,

Connection dropped again last night around 21:20, it has been connected in the 'Test' socket since Wednesday

Re: Frequent 10pm disconnects

PW75 — Sat, 25 Sep 2021 05:34:36 GMT

I've now logged the fault from the link you provided

Re: Frequent 10pm disconnects

adam945 — Sat, 25 Sep 2021 10:50:46 GMT

Thanks a lot for logging the fault on the account @PW75

Given the number of drops you're having, as per the visual radius, I'd echo @LaurenB in that the engineer is likely to find no faults with the network. Personally, I'd be inclined to suggest seeing how you get on with a new router, given the length of time that you've had your Plusnet Hub One.

Would you like me to order a new one today to see how you get on with that? We'd still retain the option of raising the matter to Openreach if this doesn't help.

Re: Frequent 10pm disconnects

PW75 — Sat, 25 Sep 2021 11:22:38 GMT

Hi Adam,
Yes trying a new router/modem does sound like a logical step.

Could you please arrange for one to be sent out

Thank you

Re: Frequent 10pm disconnects

adam945 — Sat, 25 Sep 2021 14:01:30 GMT

Great stuff @PW75

Thanks for getting back to me, that's all been sorted for you, and your new router will be arriving within the next 3-5 working days - all associated fees have been waived as well.

Once it arrives, monitor your connection for 72 hours and let us know how you get on.

Re: Frequent 10pm disconnects

PW75 — Tue, 05 Oct 2021 08:02:14 GMT

Hi,

Internet dropped out again last night around 21:30 and took a few minutes to come back on.

This is using new router, micro filter and plugged into test socket.

Can you please escalate the reported fault that I logged

Thanks

Re: Frequent 10pm disconnects

TheMightyAJ — Tue, 05 Oct 2021 11:03:51 GMT

Hi @PW75,

I'm sorry to hear the connection dropped out last night. Having tested the line we're unable to detect what may have caused this, though I can see that this the first drop in the last 5 days or so. Did anything change or was anything different to usual last night? It may be worth leaving the connection as is for the next few days to see if this is a continuing trend or just a one off.

Re: Frequent 10pm disconnects

PW75 — Wed, 06 Oct 2021 13:34:45 GMT

Ok, will do.

Theres been no change or anything different at the time of disconnection

Re: Frequent 10pm disconnects

TheMightyAJ — Wed, 06 Oct 2021 17:28:14 GMT

Thanks for confirming that. I just had another look just now and the good news is the connection didn't appear to drop out last night at 10PM. Hopefully this trend continues into the future, but just keep an eye on things and let us know if there are any issues

Re: Frequent 10pm disconnects

PW75 — Sun, 10 Oct 2021 06:30:07 GMT

Dropped out again last night around 21:30, can you please escalate the fault case that I've raised.

I never experienced the issue of connection dropping out until I changed my package to Unlimited fibre extra in July.

Thank you

Re: Frequent 10pm disconnects

TheMightyAJ — Sun, 10 Oct 2021 11:00:24 GMT

Hi @PW75,

I'm sorry to hear the connection dropped out again last night. Besides last night, have you noticed any issues with the service this week. Having tested your line this morning, I can see that this is the first drop to have occurred since Monday and we're not detecting any underlying fault conditions on the line.

Re: Frequent 10pm disconnects

PW75 — Sun, 10 Oct 2021 12:36:55 GMT

Hi,
I've not noticed any other issues/fault apart from dropping out approx every 4 days.
There is no changes/anything happening at time of drop out.

The problem has only started since changing my package in July to unlimited fibre extra.

Re: Frequent 10pm disconnects

TheMightyAJ — Sun, 10 Oct 2021 15:36:04 GMT

Thanks for getting back to us @PW75. As it currently stands, we're unable to progress this case further along, as the drops aren't frequent enough to be considered a fully fledged fault and the connection seems to be working perfectly fine the vast majority of the time. This isn't to say there isn't anything wrong with the line, just that we're unable to see it and due to the time of day the drops occur, an engineer wouldn't be able to witness the issue during any of the available slots for an appointment.

For the time being, my best advice would be to continue observing how the connection performs and get back in touch with us should the drops become more frequent, or if the performance starts to take a hit. Please accept my apologies for any inconvenience that this may have caused. If you have any other queries or issues then please don't hesitate to get back in touch and we'll be happy to help.

Re: Frequent 10pm disconnects

PW75 — Fri, 15 Oct 2021 09:06:04 GMT

Dropped out again last night around 21:25, internet performance (speed) was very slow for most of the afternoon yesterday aswell.

What was done to my connection when I upgraded to unlimited fibre extra from unlimited fibre? as this is when the dropping out fault started to occur.