topic Re: Broadband disconnects around 21:00 in Full Fibre

Broadband disconnects around 21:00

Arke — Fri, 29 Oct 2021 21:00:25 GMT

Hello,

Been with Plusnet 3-4 months now and had no issues.

3ed day today and around 21:00 my broadband drops and comes back in the morning.

As an engineer myself have measured the voltage 49,7v so I’m guessing is not the cable ?

Any ideas what might be happening?

Have reset, restart the router numerous times but no luck, just orange light flashing!

Thanks

Re: Broadband disconnects around 21:00

Gandalf — Sat, 30 Oct 2021 13:27:59 GMT

Thanks for your post @Arke and welcome to our Community Forums.

I'm sorry to see you've been having issues.

From what I can see your router seems to be losing connection with our hardware management platform so it's 'forgetting' the details it needs to connect to the internet. I've prodded things our side but you'll need to factory reset your router by pushing a paperclip into the reset pin hole at the back for 20 seconds.

Could you let me know how it goes once you've done that?

Re: Broadband disconnects around 21:00

Arke — Sat, 30 Oct 2021 16:04:44 GMT

Thank you for you help @Gandalf .

Broadband came back at 07:40 and is working at the moment.

I did measured the voltage again early in the morning just to make sure the cable is ok and had 49.7v.

Have rested the router but will know after 21:00 if this will fix the issue.

Thanks again.

Re: Broadband disconnects around 21:00

Gandalf — Sat, 30 Oct 2021 18:40:47 GMT

Thanks for the update @Arke

No problem, let me know how things go tonight.

Re: Broadband disconnects around 21:00

RealAleMadrid — Sat, 30 Oct 2021 19:18:26 GMT

@Arke Not much point measuring the voltage on the line it's only there for the phone and nothing to do with the broadband. A better check is to try a phone call or a quiet line test and see if the line is noisy, if it is that usually means the broadband will have problems. However your disconnection problems seem to be router related with it losing the login details, hopefully it has now been fixed.

Re: Broadband disconnects around 21:00

Arke — Sat, 30 Oct 2021 23:04:53 GMT

Hi @Gandalf @RealAleMadrid issue is fixed, it's 12:00 and still working fine.

Thank you for your help. 😊

Have a nice weekend.

Re: Broadband disconnects around 21:00

dvorak — Sun, 31 Oct 2021 09:37:55 GMT

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

Re: Broadband disconnects around 21:00

Gandalf — Sun, 31 Oct 2021 11:43:53 GMT

Hi @Arke

Excellent! I'm glad to see this is sorted for you now.

Let me know if you have further issues or there's anything else you'd need help with.

I hope you have a good weekend too