topic Re: Internet keeps disconnecting in Full Fibre

Internet keeps disconnecting

prescottdevinne — Mon, 17 Jan 2022 09:22:47 GMT

My internet keeps disconnecting, and when it goes down, I get a message about "Can't connect to Broadband" which directs me to setup a username and password. But I already have, and it actually tells me that my username is [X]@plusdsl.net. I click on the link and the password hint is still working, and I type in my password and that works fine. Then, usually a few minutes later the internet is magically back up. This time however, the power light shows as blue but the internet is not working. After a few minutes like that, the power lights starts flashing orange. I have attempted to reset the router. Now the power light is blue again.

I've got a hub one, on regular internet with a double socket. I've had plusnet for months now and I've only had the issue in the last week.

Re: Internet keeps disconnecting

LaurenB — Mon, 17 Jan 2022 12:49:11 GMT

Hiya @prescottdevinne, I am really sorry for the issues that you are having with the service. I can certainly see there has been a high number of drops the last few days and I'm sorry for the disruption caused.

It looks like you have since raised a fault and an engineer been booked for you to get this sorted. Let us know how you get on!

Re: Internet keeps disconnecting

prescottdevinne — Mon, 24 Jan 2022 16:04:31 GMT

The internet just started doing the same thing again. It hadn't had an issue once since getting serviced, but it just went down before a big meeting at work. @LaurenB Would you be able to help?

Re: Internet keeps disconnecting

Gandalf — Mon, 24 Jan 2022 18:54:57 GMT

Hi @prescottdevinne

I'm really sorry to see your broadband's started to drop again.

I can see the drop so I've tested your line, but the tests aren't showing the cause. I'd recommend keeping an eye on things, and let us know if you have further drops, as we may likely need to arrange another engineer to take a closer look.

I've attached below an updated graph of your connection.

Re: Internet keeps disconnecting

Strat — Mon, 24 Jan 2022 19:06:13 GMT

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.

Re: Internet keeps disconnecting

prescottdevinne — Sat, 29 Jan 2022 01:21:55 GMT

Hello,

It just happened again. I'm being forced to switch to my phone's hotspot much more than I'm hoping. Could the issue be with the router, if it's not the line? I'm not stressing it out with a lot of connections or 4k video or anything. This is happening some of the time while a single device is searching google.

Thanks!

Re: Internet keeps disconnecting

adam945 — Sat, 29 Jan 2022 12:32:04 GMT

Thanks a lot for getting back to us @prescottdevinne and I'm sorry to hear that you're still experiencing issues with the service. I'll pop a visual radius and a GEA test below, the line isn't perfect (most lines aren't) but I'm not seeing anything to suggest that there's an underlying issue with the network. So I reckon you're right, and that there's an issue with the router.

I can see that you've already split the 2.4 and 5GHz SSID's, but I'll be more than happy to go into your router and run a Smart Wireless Scan. This automatically puts your router onto the best WIFI channels for your environment. This will drop the connection for a moment or two though, so I'll need the green light from yourself before I go ahead.

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	69.1 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	320.0
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Reasonable
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
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, Retransmission High
Time Stamp	2022-01-19T23:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	68.7 Mbps	72.2 Mbps	69.2 Mbps
Up Stream Line Rate	18.4 Mbps	19.9 Mbps	18.7 Mbps
Up Time	792.0 Sec	900.0 Sec	899.6 Sec
Retrains	0.0	3.0	0.0

Radius

Re: Internet keeps disconnecting

prescottdevinne — Sat, 29 Jan 2022 14:07:23 GMT

You've got the green light! Thanks for helping with this.

Re: Internet keeps disconnecting

adam945 — Sat, 29 Jan 2022 16:51:30 GMT

That's all been sorted for you. See how your connection gets on over the next few days and please let us know if you're still having any issues at all.