topic Re: Broadband goes down intermittently in Full Fibre

Broadband goes down intermittently

milesp — Tue, 07 Dec 2021 20:13:21 GMT

I have just recently upgraded to Unlimited Fibre which seems to be installed but it goes down randomly every couple of hours or so for a few minutes and then comes up again. The hub power light starts flashing orange then the broadband light flashes and then eventually the power light goes blue and connection is restored.

Re: Broadband goes down intermittently

jab1 — Tue, 07 Dec 2021 20:20:18 GMT

@milesp I wonder if the Broadband User Name is correct? Does line 12 of the Help Desk read 'setup@plusdsl.net'?

Re: Broadband goes down intermittently

adam945 — Wed, 08 Dec 2021 10:43:35 GMT

Good morning @milesp

Thanks a lot for reaching out and I'm really sorry to hear that you're having problems with your broadband service. The account change from ADSL to fibre, has gone a little pear shaped internally, oo I've taken it into personal ownership to get things sorted properly. In regards to the technical issues that you're having, tests on the line aren't really picking anything up, but we can see quite a few drops. I'll pop some images below so you can see.

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/

Let us know if that's help[ed or not, and we'll get the matter raised with our suppliers if needs be.

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	65.4 Mbps
Upstream Speed	11.2 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	453.7
Upstream Rate Assessment	Low
Downstream Rate Assessment	Good
Interference Pattern	Regular Interference Observed on Week Days
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From02:15to02:30
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-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2021-11-25T00:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	58.9 Mbps	69.6 Mbps	61.2 Mbps
Up Stream Line Rate	4.4 Mbps	11.4 Mbps	7.4 Mbps
Up Time	828.0 Sec	900.0 Sec	899.3 Sec
Retrains	0.0	3.0	0.0

Radius

Re: Broadband goes down intermittently

milesp — Wed, 08 Dec 2021 17:22:49 GMT

I do not have a master socket with a test socket behind it. The master socket is the original BT socket where the landline comes into the house. If I connect the router to the master socket I will lose my landline phone.

Re: Broadband goes down intermittently

jab1 — Wed, 08 Dec 2021 17:26:41 GMT

@milesp If you use the test socket, you connect via an 'ADSL adapter' which has phone and BB connections - you cannot connect the modem/router direct to that socket.

How old is your phone socket? Can you post a picture?

Re: Broadband goes down intermittently

milesp — Wed, 08 Dec 2021 18:01:19 GMT

As I have said, I do NOT have a test socket behind the master socket. The router is currently connected directly to an adapter filter and which goes into the one socket in the master.

Re: Broadband goes down intermittently

jab1 — Wed, 08 Dec 2021 18:24:23 GMT

In that case, your telephone cabling an connections must be extremely ancient - my original socket (now replaced) was installed 40+ years ago and had/has a test connection.

Re: Broadband goes down intermittently

adam945 — Thu, 09 Dec 2021 10:13:23 GMT

Thanks a lot for getting back to us @milesp

The next course of action then would be to raise this matter with Openreach and have an engineer investigate the issue. I've just created an open ticket on your account which we'd need you to respond to stating your availability for an engineer visit. Give me a nudge on here once you've responded and I'll get it raised.

Re: Broadband goes down intermittently

milesp — Thu, 30 Dec 2021 12:03:57 GMT

A prompt visit from an Openreach technician has sorted out my problem, it was indeed my ancient wiring and socket locations that was causing the dropouts.

A related and unresolved problem exists with one of my laptops. The broadband speed on WiFi is poor, around half of what it should be, and seems to be down to the Realtek WiFi adapter. Fortunately my router is right next to it and a hard wired Ethernet connection gives me the full speed. My other laptop which has an Intel WiFi (chip?) adapter runs at full speed. Still investigating.

Re: Broadband goes down intermittently

Gandalf — Thu, 30 Dec 2021 16:19:57 GMT

Thanks for getting back to us @milesp

I'm glad to see the engineer's got to the bottom of your broadband and you may have identified an issue with your laptop.

Let us know if you need any further help from us.