topic Re: Internet connection keeps dropping for me also in Full Fibre

Internet connection keeps dropping for me also

Lacrd — Mon, 24 Jan 2022 21:51:25 GMT

Several times a day, our connection goes down. Repeatedly text Plusnet and get a reply back saying line is ok it must be the router, but have done hard reset many times, latest was 8:30pmish and 9:45pm tonight. Can anyone help…

Re: Internet connection keeps dropping for me also

jab1 — Tue, 25 Jan 2022 07:29:41 GMT

Welcome to the forums, @Lacrd . No doubt one of the PN Help Team will be along at some point, but:-

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: Internet connection keeps dropping for me also

adam945 — Tue, 25 Jan 2022 10:07:13 GMT

Hey @Lacrd

Thanks a lot for getting in touch and I'm sorry to hear that you're having issues with your service. Alongside the checks that @jab1 has asked you to carry out, are you able to send me a PM with a photo of the label that's on the back of your router? (If you're using our Hub).

For some reason, the Serial Number and MAC address aren't showing on our end, so I'm unable to see a visual radius. I've managed to run a KBD line test though and can't spot any issues.

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	80.0 Mbps
Upstream Speed	20.0 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	241.1
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Regular Interference Observed Daily
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From 18:45 to 19:00
Interference Location	Unknown
Interference Observed In Days	0
Home Wiring Problem	Not Detected
Technology	VDSL
DP Type	External
Profile Name	0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2022-01-12T10:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	77.8 Mbps	79.9 Mbps	78.6 Mbps
Up Stream Line Rate	20.0 Mbps	20.0 Mbps	20.0 Mbps
Up Time	0.0 Sec	900.0 Sec	895.4 Sec
Retrains	0.0	4.0	0.0