topic Re: Internet randomly disconnecting everyday in Full Fibre

Internet randomly disconnecting everyday

mjlacey74 — Mon, 17 Sep 2018 16:36:07 GMT

So to further elaborate, our internet here every single day (sometimes twice) will just randomly drop connection to internet. The hub itself is working fine, I've done a line test and I've checked over all the hardware, nothing seems to be wrong. However we keep having this happen everyday since changing over to plusnet from sky on 11/9/18. When its connected and working its absolutely fine and there doesn't seem to be any triggers for the drop in connection but I'm having to log back in via the hub manager each time. Pretty sure there isn't any work going on in my area have double checked the service status many times just to be sure.

Thoughts?

Re: Internet randomly disconnecting everyday

Gandalf — Tue, 18 Sep 2018 11:27:06 GMT

Hi there.

I'm sorry to hear you're experiencing connection problems.

From what I can see your account wasn't fully setup correctly, so I've done this now which has likely triggered another activation email(With a slightly different wording).

Could you factory reset your router by pushing a paperclip into the reset hole at the back for 20 seconds letting us know how it goes and if you continue to experience problems afterwards?

Re: Internet randomly disconnecting everyday

mjlacey74 — Thu, 20 Sep 2018 11:48:48 GMT

thankyou. Since resetting it has happened again this morning. I'm going to monitor if its happening like before.

Re: Internet randomly disconnecting everyday

SteveH7 — Thu, 20 Sep 2018 15:51:35 GMT

apologies for jumping into your thread but I have exactly the same problem, randomly my session closes due to an error and then it reconnects. the latest on my plusnet ticket from tech support is that my connection looks 'stable enough' even though they attached the disconnect image... might be connected to your fault.?

Re: Internet randomly disconnecting everyday

BD — Fri, 21 Sep 2018 11:01:19 GMT

Hi @mjlacey74 , sorry to hear you're having connection issues. Checking the account this side I can see the router had a fair bit of trouble trying to authenticate this morning (pull details from our side to establish the connection) and due to the many attempts I can't really view before this morning in terms of looking at your dropping connection on a larger scale. There doesn't look to be anything out of place when testing your line/connection.
It looks as though the router attempted to authenticate with the default details that come with the router when initially ordered this morning therefor can I ask;

Do you turn the router off overnight/for long period at all?
Do you factory reset the router at all?

I've refreshed the authentication component this side also to rule that out. Let us know how it's looking moving forwards and if you could answer the above that may narrow down the cause.

Re: Internet randomly disconnecting everyday

BD — Fri, 21 Sep 2018 15:36:15 GMT

Hi @SteveH7, sorry to hear you're having connection issues and welcome to the Community Forums.

Having checked into your connection I can certainly see enough drops on your line for it to be causing concern and due to us seeing more than 3 drops over the space of 24 hours in the last few days it's certain something we could raise with our suppliers for further investigation if need be.
(No signs of errors or faults found when testing GEA)

The connection is certainly looking better over this last 24 hours so I'd advise keeping an eye on the connection and if you notice the intermittent drops moving forwards to follow the steps below to begin ruling a few things out before we can look at raising a fault with our suppliers.

I'd suggest if you haven't already to follow the steps in order to rule out a few of the basic causes it could be here

And if the issue persists the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the face plate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here

Let us know if the drops persist in the test socket.

Re: Internet randomly disconnecting everyday

mjlacey74 — Fri, 21 Sep 2018 17:59:14 GMT

I've never turned it off for any long periods. we did have a power cut a couple of days ago but the issue was happening before then anyways. I have done a factory reset yesterday (20/9/18) from what Gandalf suggested. I'll keep you posted and thank you both for your help.

Re: Internet randomly disconnecting everyday

Brixlon — Sat, 22 Sep 2018 09:59:29 GMT

Hi Ben

We’re having similar issues as mjlacey74. We received fibre just a few weeks ago, but we find it regularly drops out. Can you help at all?

Thanks

Re: Internet randomly disconnecting everyday

Robbie74 — Sun, 23 Sep 2018 19:31:42 GMT

Hi mijlacey74

I am having exactly the same issue as you and Brixlon I also joined plusnet on the same day, I was also told that my account was set up wrong, and it was resolved, Two calls later and it’s stilll unresolved. Apparently it could be congestion at the exchange!!!! I’m awaiting for an Openreach engineer to call? If I hear anymore I will give an update?

Re: Internet randomly disconnecting everyday

VeniVidiFugi — Mon, 24 Sep 2018 06:33:17 GMT

I’m crashing yet another thread because my own don’t get answered - I’m having the exact same problems for the last month.

Re: Internet randomly disconnecting everyday

stuz10k — Mon, 24 Sep 2018 07:59:50 GMT

Not to also hi-jack the thread, however I had very similar issues going back to March this year, since mid-August I purchased a cheap cheerful TP Link router/modem and I've had no disconnects at the usual 2000/2200pm hours.

https://community.plus.net/t5/Fibre-Broadband/Disconnects-at-roughly-same-time-every-day/m-p/1553734#M78755

Re: Internet randomly disconnecting everyday

VeniVidiFugi — Mon, 24 Sep 2018 08:34:39 GMT

I had a cheap TP Link modem/router, when this problem happened I changed to a more expensive TP Link modem/router, to get a clear 5ghz band to rule out WiFi. It made no difference whatsoever. Following advice on another thread, I changed to Google’s DNS. It made no difference whatsoever. Since it is impossible to contact customer services, the next step is to seek legal advice.

Re: Internet randomly disconnecting everyday

Anonymous — Mon, 24 Sep 2018 08:48:27 GMT

@VeniVidiFugi - Before you go down that route it may be to your advantage to start your own thread as regards the issue(s) you are experiencing as your comments may be getting lost in the cross talk of another user's posts.

Re: Internet randomly disconnecting everyday

VeniVidiFugi — Mon, 24 Sep 2018 09:15:29 GMT

Like this one? Notice how it’s got lost in the list of similar threads, and the only replies I get is hijacking others. The question on my account has gone unanswered for more than a week. https://community.plus.net/t5/Fibre-Broadband/Stale-session/td-p/1572421

Re: Internet randomly disconnecting everyday

Anonymous — Mon, 24 Sep 2018 09:22:17 GMT

Yes very much like that one! Oops, I used the "Latest Post by @VeniVidiFugi" to see what you'd posted and with only seeing 5 entries I made an incorrect assumption, when I should have expanded the list. So my apologies for that.

Re: Internet randomly disconnecting everyday

adamwalker — Tue, 25 Sep 2018 09:49:41 GMT

Hi all,

@Brixlon I've checked your account, everything looks fine, assuming you usually connect over WiFi would it be possible for you to try a wired connection to the router to see if the same thing happens?

@Robbie74 It looks like there's a fault, thanks for reporting that with us.

@VeniVidiFugi Checks don't show anything obvious. Can you try following the checks here please? https://goo.gl/tu2WWu

@stuz10k I've just read through your account history relating to this. Is this happening over a wifi connection only? if not can you try wired for us?

Re: Internet randomly disconnecting everyday

VeniVidiFugi — Tue, 25 Sep 2018 15:46:34 GMT

So, after replacing my router, changing WiFi bands, changing DNS settings, do you really think I’m stupid enough not to have gone through the standard checks as a matter of course? Getting into contact with companies like yours is so painful that I do absolutely everything I can to avoid it, only doing so once I’m absolutely certain that there’s nothing I can do myself. The patronising attitude you have is deeply insulting, and your continual refusal to answer the question on my account is grounds for legal action.

You say there’s nothing obvious - I agree. So that’s why you need to look for things that are not obvious. You have more access than me, use it!

Re: Internet randomly disconnecting everyday

MasterOfReality — Wed, 26 Sep 2018 10:24:31 GMT

Hi @VeniVidiFugi

Firstly, allow me to say that nobody here is trying to patronise you at all - i'm really sorry if it's come across that way. I'm sure @adamwalker was merely double checking, as the next port of call for a situation such as this would be to get an engineer involved, and if all of these basic checks have not been done there is higher possibility of a charge being levied against the account should the error be rectified on the visit thanks to one of the aforementioned tests.

Here is a copy of you RADIUS log for the past 30 days;

There definitely seems to be something causing these drops, however, our tests are not isolating the reason.

These are mt most recent KBD test results:

Test OutcomePass

Test Outcome CodeGTC_FTTC_SERVICE_0000

DescriptionGEA service test completed and no fault found .

Main Fault LocationOK

Sync StatusIn Sync

Downstream Speed40.0 Mbps

Upstream Speed10.0 Mbps

Appointment RequiredN

Fault Report AdvisedN

NTE Power StatusPowerOn

Voice Line Test ResultPass

Bridge TapNot Detected

Radio Frequency IngressNot Detected

Repetitive Electrical Impulse NoiseNot Detected

Cross TalkNot Detected

Estimated Line Length In Metres198.7

Upstream Rate AssessmentVery Good

Downstream Rate AssessmentVery Good

Interference PatternNot Detected

Service ImpactNo Impact Observed

Home Wiring ProblemNot Detected

Downstream Policing Discard Rate0.0

Customer Traffic LevelUpstream and Downstream Traffic Detected

TechnologyVDSL

Problem Explanation: [NF507] No issues have been identified in the BTW network.
Resolution/Recommendation: KBD tests indicate no BTW network fault. Please perform all CP and End User checks. BTW Performance/Speed test has not been run.

If you are still experiencing this issue - can I please suggest you raise a fault here and let us know when you have done this?

We can then progress forward accordingly

Thanks,

MoR

Re: Internet randomly disconnecting everyday

mjlacey74 — Fri, 28 Sep 2018 18:38:07 GMT

So I gave it a week and monitored the connectivity. its been fine bar one time disconnecting but then moments later it reconnected on its own. I've had issue with some of my devices not connecting to the internet when using the 5ghz however half the time it was the device messing up or i needed to restart the router. otherwise no problems and I want to thank you all for your help.

Re: Internet randomly disconnecting everyday

Robbie74 — Thu, 04 Oct 2018 20:48:59 GMT

Hi just an update, Its been over a week since a new router was sent out to me and the issue of entering the password on a daily basis has been resolved. Which is a good thing, only issue is connection to the laptop has been sketchy but will try the settings and see if anything changes