topic Re: Fibre dropouts, and bad wifi in Full Fibre

Fibre dropouts, and bad wifi

Sselby123 — Sun, 02 Jan 2022 16:50:39 GMT

Hi, I'm a long time customer and over the past month the broadband and wifi are getting bad, I had a new router sent out a few days ago, a engineer was out on xmas eve. Apparently no faults but new hub sent. I am running a netgear nighthawk R7000 for wifi as I cant seem to get the wifi around the home with the hub one, and up until these last few weeks it has been working fine, I'm now experiencing complete wifi loss, and broadband loss, a speed test showed me as have just 0.30mps download and 0.45mps upload this afternoon. I am having to restart the plusnet hub to get any internet back. I've moved everything away from the hub, its plugged into the master socket (the face plate was changed xmas eve), I've taken all my xmas decs and lights down so that's not interfering, I will be switching over to the test socket if it goes again, as I've eliminated all I could possibly think of internally, so it seems possibly a master socket issue? Is there anything else I could test before asking for the master socket to be rewired at my cost?

Re: Fibre dropouts, and bad wifi

jab1 — Sun, 02 Jan 2022 16:59:42 GMT

@Sselby123 Welcome to the forum. Before you make any further moves, could you indulge me and reply to my 'boiler-plate' fault checker?

For Community members to be able to help, information from these two sites:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection please report the 'Additional Diagnostics', and sight of the Help Desk tab from your Hub would be a start.

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of you phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.

Re: Fibre dropouts, and bad wifi

Sselby123 — Sun, 02 Jan 2022 17:05:56 GMT

Boiler-plate? Sorry I'm not sure what that is

Re: Fibre dropouts, and bad wifi

Sselby123 — Sun, 02 Jan 2022 17:07:45 GMT

I have done the quiet line test and it has a static noise, so not completely quiet, however I dont have a corded phone so not sure if that is what the noise is

Re: Fibre dropouts, and bad wifi

jab1 — Sun, 02 Jan 2022 17:07:49 GMT

Just follow the instructions posted below that comment - they help Community members to possibly help you.

Re: Fibre dropouts, and bad wifi

jab1 — Sun, 02 Jan 2022 17:10:22 GMT

@Sselby123 wrote:
I have done the quiet line test and it has a static noise, so not completely quiet, however I dont have a corded phone so not sure if that is what the noise is

That could be an indication of a problem - how loud is it during the quiet line test? the line should be totally silent during the test apart from the quiet line test' announcement.

Re: Fibre dropouts, and bad wifi

Sselby123 — Sun, 02 Jan 2022 17:14:28 GMT

It's a quiet static noise but loud enough that I can hear it and if a noise in the room is made it gets louder if you understand what I mean (I have kids who dont know how to be quiet lol)

Re: Fibre dropouts, and bad wifi

jab1 — Sun, 02 Jan 2022 17:16:50 GMT

OK - sounds like it could be a factor, but could you carry out the rest of those tests in my message and paste screenshots into your next reply, please?

Re: Fibre dropouts, and bad wifi

Sselby123 — Sun, 02 Jan 2022 17:35:13 GMT

https://i.imgur.com/h0ROtiK.png - https://i.imgur.com/p1SYNlR.png these are the two test that you asked to be run

Re: Fibre dropouts, and bad wifi

jab1 — Sun, 02 Jan 2022 17:40:15 GMT

Nothing strikes me from those two results - presumably you are on the 40/10 (Unlimited Fibre) package?

The Hub Help Desk would be the final bit - but I suspect you have a phone problem.

Re: Fibre dropouts, and bad wifi

Sselby123 — Sun, 02 Jan 2022 17:44:05 GMT

Yep 40/10 unlimited fibre, took a new contract 5 months ago when I had zero problems.... I will raise a fault tomorrow again, I dont normally use the home phone so never thought that could be a issue

Re: Fibre dropouts, and bad wifi

Sselby123 — Sun, 02 Jan 2022 17:45:12 GMT

Thankyou jab1 for the help so far

Re: Fibre dropouts, and bad wifi

jab1 — Sun, 02 Jan 2022 17:46:18 GMT

OK. The phone itself is not necessarily the problem, more likely a fault in the BT network.

Re: Fibre dropouts, and bad wifi

adam945 — Mon, 03 Jan 2022 10:28:14 GMT

Hello @Sselby123

Thanks a lot for getting in touch and I'm sorry to hear that you've been experiencing issues with your WIFI connection. Don't get me wrong, the visual radius on our end isn't spotless, though the disconnections do appear to be brief. I'll pop it below so that you can see it, and check whether the drops on there coincide with the ones you're having on your end.

You're actually on Unlimited Fibre Extra, with estimated speeds of between 55Mbps to 74Mbps , though at the moment, downstream sync speed is coming through lower, at 40.8 Mbps - so there may well still be an issue.

Going forward, are you able to remove the faceplate from your test socket, and plug your router directly into the test socket which lies behind it, and leave it in there for 48 hours?

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	40.8 Mbps
Upstream Speed	7.2 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	635.1
Upstream Rate Assessment	Low
Downstream Rate Assessment	Low
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
DP Type	External
Profile Name	0.128M-80M Downstream, Interleaving Low - 0.128M-7.2M Upstream, Error Protection Off
Time Stamp	2021-12-25T02:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	0.0 Mbps	47.8 Mbps	43.7 Mbps
Up Stream Line Rate	0.0 Mbps	7.1 Mbps	7.1 Mbps
Up Time	0.0 Sec	900.0 Sec	894.0 Sec
Retrains	0.0	3.0	0.0

Radius

Re: Fibre dropouts, and bad wifi

jab1 — Mon, 03 Jan 2022 10:37:09 GMT

@adam945 If the OP is on 80/20, with the phone issue he reported earlier, would a PHONE problem check be more useful? Admittedly, a test socket check would eliminate any internal issues, so may be a good idea. His upstream speed looks suspicious, too.

Re: Fibre dropouts, and bad wifi

RealAleMadrid — Mon, 03 Jan 2022 10:51:34 GMT

@jab1 @adam945 The line speeds are well below expectations, both downstream and upstream speed assessments are low, the Upstream is actually banded at 7.2 Mbps so the line is not looking too clever. These GEA tests only seem to report major faults on the line, anything else even when it is obvious something is wrong is "No Fault Found"

Re: Fibre dropouts, and bad wifi

jab1 — Mon, 03 Jan 2022 10:52:17 GMT

@RealAleMadrid Yep, there is obviously a fault, but current practice seems to be to deny it.

Re: Fibre dropouts, and bad wifi

Sselby123 — Mon, 03 Jan 2022 11:03:57 GMT

Hi Adam thanks for answering, I will start with I have NEVER got speeds above 44mps so 55mps is not what I'm getting. BT engineer read a speed of 44.7mps xmas eve. The drop outs are consistent with myself having to restart the hub, it starts by losing internet on the wireless then the hardwired devices, the only way then to get internet back is to reset the hub. I've just replaced all internal wires when I set up the new hub on 30/12/21, so the big drop out showing was setting it all back up. I will change over to the test socket in a moment, but I'm cert6not happy to find out I'm paying for speeds I've never got.
P.s jab1 it's a she not he 🤭😉

Re: Fibre dropouts, and bad wifi

jab1 — Mon, 03 Jan 2022 11:11:35 GMT

@Sselby123 - sincere apologies. 😉😀

Re: Fibre dropouts, and bad wifi

Sselby123 — Mon, 03 Jan 2022 12:01:47 GMT

Iam now currently connected through the test socket and will update if the line drops out. I have however just experienced a bad connection on the phone line, it was a telemarketing call and I know they can be bad but a lot of static on the call when trying to speak