Broadband constantly dropping out

Nharper2204 — Tue, 26 Oct 2021 16:35:10 GMT

Hello,

We need some help please. Broadband drops out daily which makes working from home very difficult. It hasn’t been working most of today.

Thank you

Re: Broadband constantly dropping out

adam945 — Wed, 27 Oct 2021 07:57:14 GMT

Hey @Nharper2204

Thanks a lot for reaching out and I'm sorry to hear about the problems you're having with your service at the moment. I've just run some tests on the line which have detected something called a Vridge Tap. This is usually found when there are defects with the internal wiring, or he wiring around the perimeter of your property.

Going forward, please have a read through our Troubleshooting Guide to see if you're able to resolve the issue sooner. When testing, please 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 too if possible.

Troubleshooting Guide - https://www.plus.net/help/broadband/connection-troubleshooting/

See how you get on, and if the problem persists, head across to faults.plus.net and raise this issue with our Technical Support Team. In the Additional Information section, pop in some dates and times that you'd be available for an engineer visit, our Technical Support Team will then be in touch, though feel free to reach out when you've done it and I'll be happy to get the fault raised with our suppliers.

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	48.9 Mbps
Upstream Speed	12.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	491.9
Upstream Rate Assessment	Low
Downstream Rate Assessment	Low
Interference Pattern	Regular Interference Observed on Week Days
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From 13:15 to 13:30
Interference Location	Unknown
Interference Observed In Days	0
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-44M Downstream, Retransmission High - 0.128M-12M Upstream, Retransmission High
Time Stamp	2021-10-14T09:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	44.0 Mbps	48.9 Mbps	44.0 Mbps
Up Stream Line Rate	1.1 Mbps	12.0 Mbps	7.1 Mbps
Up Time	565.0 Sec	900.0 Sec	898.3 Sec
Retrains	0.0	11.0	0.0

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Broadband constantly dropping out

Re: Broadband constantly dropping out