topic Re: Connection dropping frequently in Full Fibre

Connection dropping frequently

potatan — Tue, 22 Feb 2022 14:50:58 GMT

My conneciton regularly drops out. I don't keep count but it feels like multiple times per day (i.e. more than once) almost every day.

The light on the router flashes orange, then goes steady orange, then comes back to normal after about a minute.

The device is a Plusnet Hub One

I did have some issues when I first signed up, and it's not really improved a great deal since then:

Router software version: 4.7.5.1.83.8.289.1.3

https://community.plus.net/t5/Fibre-Broadband/Frequent-disconnects-since-starting-service-a-month-ago/m-p/1787818

What can I try?

Re: Connection dropping frequently

jab1 — Tue, 22 Feb 2022 15:03:35 GMT

@potatan - I don't have any 'instant fixes' for you, and maybe the PN Help Team will get to you at some point, but:

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

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. Additionally, the WAN log from your Hub may help here.

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 your 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: Connection dropping frequently

potatan — Tue, 22 Feb 2022 15:56:13 GMT

Thanks

Further screenshots attached. I haven't tried the quiet line test or any socket work yet but will have a look later after I've finished work

Re: Connection dropping frequently

jab1 — Tue, 22 Feb 2022 16:04:40 GMT

Thanks for those screenshots @potatan .The BTW Availability checker and BT speed test don't show anything unexpected, although I'm surprised your speeds, both up and down, are as low as they are reported on the Availability checker given your line attenuation.

I notice your Hub is only reporting 3hrs 44min uptime - I suspect there is some DSL disconnecting going off which has been around for a while, given the very high SNR figures reported. Sight of the WAN tab from your Hubs Event Log may be illuminating.

Re: Connection dropping frequently

potatan — Tue, 22 Feb 2022 16:17:54 GMT

WAN events attached, covering this morning's disconnect

Re: Connection dropping frequently

jab1 — Tue, 22 Feb 2022 16:36:23 GMT

Thanks for that. I think, from the little that shows (and it is enough, really) you need a BTOR investigation. Hopefully one of the Help Team will be around to pick this up shortly.

Re: Connection dropping frequently

potatan — Tue, 22 Feb 2022 17:00:02 GMT

Thanks for your diagnostic help so far, I'll await developments from support

Re: Connection dropping frequently

jab1 — Tue, 22 Feb 2022 17:03:47 GMT

Don't forget the phone test - it could be a phone issue. I doubt it, but it is still a worthwhile check.

Re: Connection dropping frequently

potatan — Wed, 23 Feb 2022 11:35:42 GMT

I performed the Quiet Line Test and it was, indeed, quiet.

Re: Connection dropping frequently

jab1 — Wed, 23 Feb 2022 12:48:36 GMT

Thanks @potatan , so it is merely a broadband network issue.

Re: Connection dropping frequently

LaurenB — Wed, 23 Feb 2022 14:03:22 GMT

Hiya @potatan, thanks for getting in touch. I'm really sorry to hear that you are experiencing daily drops with the service and for the disruption this must cause, I'd like to help get this resolved for you.

I have tested your line today and this has detected a fault in the network, likely causing the issues you're seeing. I have now raised this to our suppliers for you and we'll need to look at sending you an engineer.

I have created a fault ticket here: https://www.plus.net/wizard/?p=view_question&id=222252076 with the next steps in getting this progressed.

If you can please reply on the ticket with the requested information (and let me know on here once done) I can get that progressed for you.

Re: Connection dropping frequently

potatan — Wed, 23 Feb 2022 17:25:28 GMT

Hi Lauren,

Thanks for raising a ticket. I've connected my router to the master socket via a filter to see how that goes, but as the fault is intermittent and unpredictable I'm not sure how long to leave that in place to test it.

Should I update the ticket with availability now, or wait a while?

Thanks

Paul

Re: Connection dropping frequently

jab1 — Wed, 23 Feb 2022 17:27:12 GMT

@potatan If PN have detected a network fault, update the ticket now - it won't go away by itself.

Re: Connection dropping frequently

SammyM — Thu, 24 Feb 2022 09:39:30 GMT

Hiya @potatan,

Thanks for getting back to us, I appreciate it.

I have checked and I can see an appointment has been arranged for to day and our faults team will come back to you after the appointment has concluded.

Please also let me know how it goes.

Re: Connection dropping frequently

potatan — Fri, 25 Feb 2022 10:41:20 GMT

Thanks all. Openreach identified a very old brittle damaged cable from "my" telegraph pole to the one that feeds it across the street. They have replaced the cable and reset my broadband. It will remain in training mode for 14 days but the speeds are looking better already by about 10mbps

Re: Connection dropping frequently

adamwalker — Fri, 25 Feb 2022 13:49:18 GMT

That's really good to see, thanks a lot for letting us know potatan and do shout up if there's anything else we can help with.