topic Re: Connection dropping out & orange light flashing in Full Fibre

Connection dropping out & orange light flashing

Toffee_efc — Fri, 10 May 2019 12:20:25 GMT

Hi newbie here, I’ve been having problems with my router dropping connection randomly, the router will go from blue light to orange flashing light & normally take 5-10 mins to connect up again which is frustrating.

I only use the router with WiFi for a number of devices, MAC Laptop, Printer (WPS), TV, Sky Box (WPS) & iPhone/iPad.

I’ve tried moving the router box upstairs but has made no difference to the dropouts.

I’ve contacted plusnet & they have done a line check & said they can’t see any faults that would cause the problem but recommend sending an engineer out to investigate.

Can anyone suggest any setting changes that might be worth trying with the router or is there a firmware update that might help. It’s probably worth highlighting that I have moved from BT to Plusnet in the last 3 months & didn’t have this problem before.

Any suggestions or guidance would really be appreciated.

Re: Connection dropping out & orange light flashing

BD — Fri, 10 May 2019 14:14:14 GMT

Hi @Toffee_efc and welcome to the Community Forums.

I'm sorry to hear you're having connection issues and checking the graph below we can see there's certainly something out of place somewhere.

There's nothing highlighting as linked to these drops when testing your connection and line also and therefore we'd recommend running through some internal checks before we go down the route of raising a fault to our suppliers who will more than likely advise getting a engineer out to investigate further as you've mentioned.

I'd recommend starting with basic checks here

And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate 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:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Given the frequency of the drops we'd advise leaving in this set-up for 24-48 hours if the issue isn't still apparent straight away.

Although it very well could be, my experience is leaning away from the router being the cause given how the drops aren't looking to happen randomly but between set hours. By all means though if you still have your previous BT Home Hub feel free to let us know which version it is and we'll happily provide steps on how to set this up with our connection to help rule out the router as the cause.

Let us know how it goes. - Benj

Re: Connection dropping out & orange light flashing

Toffee_efc — Fri, 10 May 2019 15:24:12 GMT

Hi Benj,

Thank you for the quick reply really appreciated.

Both my broadband sockets do not have test sockets they are standard without a faceplate I also don’t use the line for telephone calls so I can’t see what the line clarity is like.

I switched the router from the downstairs socket where the connection comes into the house & connected to the bedroom socket for 5 days & still saw the drop outs occurring.

Unfortunately I no longer have my old BT Router to switch back to for a test. I’m pretty certain the new Plusnet Router is no different it looks the same just different colour.

I agree with your findings that the dropouts always seem to occur between set hours, most noticeable period for me being between 19:00 & 23:00.

Re: Connection dropping out & orange light flashing

BD — Fri, 10 May 2019 16:15:22 GMT

Thanks for getting back to us @Toffee_efc. There could be a chance that your property may not have a test socket and this is usually the case if you've not had any phone socket upgrades in the last 20+ years or if you're in a shared property/flat and the master socket may be elsewhere in the property. Given the issue however I'd just like to make sure all attempts to locate the master/test socket have been made and I'd advise if you haven't already to follow the line from outside the property if possible to see where it enters your property as usually the master/test socket can be found just after. In some cases the master/test socket can be located in the basement or attic so I'd advise not ruling these places out as where it could be if there is one. Let us know how it goes and if you're able to locate it at all.

Re: Connection dropping out & orange light flashing

Toffee_efc — Fri, 10 May 2019 16:26:17 GMT

Yes I’m currently connected in the master socket where the line feeds into the property.

Re: Connection dropping out & orange light flashing

DS — Fri, 10 May 2019 17:31:18 GMT

Hmm, looking at the RADIUS graph, I'll try and think if anything in your home could be switching on or off between 1930(ish) to 0400(ish), things like central heating, house alarm etc.

Also, from the sounds of it, you could well have the bell wire still connected - google bell wire removal.

Then see if things get any better....?

Re: Connection dropping out & orange light flashing

Toffee_efc — Fri, 10 May 2019 19:24:01 GMT

Hi DS,

Thanks for the input.

Yes my bell wire is connected however I disconnected this & also unplugged my thermostat which is approx. 4 metres away from router to see if this would help. Steady connection & then.... 20:00 & internet drops out flashing orange light then reconnects after 5 minutes.

The only possible interference would have been sky box connected by WPS & my iPhone.

I’m expecting a few more drop out this evening that’s normally how the pattern goes.

Re: Connection dropping out & orange light flashing

DS — Fri, 10 May 2019 19:35:39 GMT

Sorry about my typo above, I'll should have been I'd

(anyway, we can skip over that)

Removing the bellwire, although it hasn't fixed it, it won't make it any worse - time will tell if the drops reduce.

Same goes for the thermostat - again time will tell if the drops reduce.

I really can't see the box or the phone being the cause.

As it didn't happen with (my guess a BTHH5) but it is with the PNH1, it might be that, but it's too early to point a finger (or find your hammer).

Do you have any spare microfilters? If so it might be worth trying another one (more so if it was the original one from when you were with BT).

Re: Connection dropping out & orange light flashing

Toffee_efc — Fri, 10 May 2019 19:46:31 GMT

Yes I have a spare microfilter which I’ve now installed. This will have been the old BT filter but unfortunately don’t have the router.

Could the thermostat control for the heating really affect the internet even if it’s not a wireless thermostat control?

Re: Connection dropping out & orange light flashing

DS — Fri, 10 May 2019 20:00:17 GMT

Firstly, great, it's worth a try

Secondly, yes mechanical or wired thermostats can affect the BB connection.

(as can wireless ones)

Also, is the router itself near a mains socket, is there a chance you could move it away slightly

(Ideally you could do with a corded phone too, to dial 17070 and select option 2 - a quiet line test, it should be silent, maybe borrow one from a neighbour - it'll only take a few mins?)

Re: Connection dropping out & orange light flashing

Toffee_efc — Fri, 10 May 2019 20:13:41 GMT

Really appreciate the suggestions DS. I will try & borrow phone tomorrow to do the test. Router not near plugs.

BB has been down 3 times so far tonight since 20:00, the most recent after changing the filter.

Re: Connection dropping out & orange light flashing

DS — Fri, 10 May 2019 20:55:49 GMT

No problem @Toffee_efc

If it's noisy, try and describe it - hissing, whooshing, crackling, popping, ticking etc.

Likewise, if it's completely silent, you should only hear 'her' voice.

As it's still dropping, it does kinda rule out the microfilters as being a cause

(plus there's nothing more frustrating than a dropping connection over a weekend)

Re: Connection dropping out & orange light flashing

Toffee_efc — Mon, 13 May 2019 19:54:34 GMT

Hi DS,

Hoping to get phone tomorrow to do line clarity check.

Still experiencing dropouts.

In meantime I noticed when removing bell wire as suggested that I have two of each wire. So both orange wires are now disconnected. 2 blue connected into port 2 & 2 white/blue wires into port 5. Does this look/sound like ok wiring?

Appreciate any feedback.

Re: Connection dropping out & orange light flashing

DS — Mon, 13 May 2019 20:12:18 GMT

It looks like it is what's termed a radial circuit.

So each socket is linked, but that to me isn't the main socket

outside wire===S1=====S2=====S3=====S4

(crude 'drawing', but S1 is the master socket, S2, 3 and 4 would be any other sockets)

The master socket would have 2 wires terminating onto terminals A & B (not 2 & 5)

Re: Connection dropping out & orange light flashing

Toffee_efc — Mon, 13 May 2019 20:20:59 GMT

Directly behind that socket is where the outside feed comes into property into living room so assumed that must be main socket.

The upstairs socket is in bedroom. I’ve just checked that & only has one of each cable. So does that mean that must be main socket?

Dropouts are occurring in both sockets though so I don’t know if that’s telling me much.

Re: Connection dropping out & orange light flashing

DS — Mon, 13 May 2019 20:36:29 GMT

If it is the master socket, then the faceplate has been swapped for a different one.

You'd normally have 2 wires from the cabinet (or exchange only, but tends to be rural locations) that go to terminals A&B, then on the other part of that socket, 2 wires on 2&5 going to any other sockets

=====A (master socket) 2========= other socket etc

=====B (master socket) 5========= other socket etc

Don't get paranoid, but see if any have A&B terminals....?

What you're describing is that the main wires come in to the downstairs socket, then this links to the upstairs socket. The issue is, due to having both wires in the same terminals (2&5) then you don't actually have a test point as such.

Now, the demarcation point on a master socket, thus Openreach's property, is everything up to the terminals A&B, anything from there on is your responsibility. But you don't have a demarcation point and there is a chance Openreach will blame you (and thus charge you £65) should they come out and those wires are at fault.

If the wires are not at fault and it's outside in their network, then you shouldn't be charged.

It might be worth asking a neighbour (assuming all the houses near you are built the same) to see if they have the same socket as you or if they have an Openreach master socket....?

Re: Connection dropping out & orange light flashing

Toffee_efc — Mon, 13 May 2019 20:51:55 GMT

No A&B terminals in sight. Both fronts are the same with same wiring just the extra wires downstairs.

Without jumping to conclusions would maybe suggest the sockets/wiring are the problem.

I’d happily pay £65 if that was the fix!

Thanks for your continued support DS, much appreciated. Will be in touch after clarity check.

Re: Connection dropping out & orange light flashing

DS — Mon, 13 May 2019 21:13:46 GMT

Right, ok.......

How good are you at DIY? You really shouldn't do this, but if you were to pick a multicore cable, probably the one coming in from outside, and were to remove the 1x blue and 1x white for the wires going upstairs, so they were not in the circuit, it would mean you only have the outside wires connected.

Then see if it still drops, if it does then we would be fairly confident it's not your internal wiring as it isn't in the circuit.

If you need the upstairs socket you'd need to put the wires back in that you never took out;)

(you shouldn't do it, but make sure that 'that loose wire that fell out' doesn't touch the metal casing of the 'master socket', just in case - it won't blow up in your face)

It could be the socket, but if it worked fine before then the chances it failed before you took a look are fairly remote imho

(but with the upstairs socket disconnected, we'd know it wasn't that one upstairs;))

You may find out the developers put those sockets in all of your estate, if that's the case you could argue that this was like it already if they considered charging you. Plusnet would argue that case for you too (if you get a good employee).

Re: Connection dropping out & orange light flashing

Mustrum — Mon, 13 May 2019 21:16:16 GMT

That is just an old fashioned non Openreach Master socket with an extension cable to your other socket.

The first time an openreach engineer comes out they will replace that with a proper filtered socket,which should increase fibre speeds, but will mean you won't get an internet signal on your extension.

@DS careful wit your advice when you don't recognise / things are not the same as what you have 😉 where is the smiley for learning something new!!

Re: Connection dropping out & orange light flashing

DS — Mon, 13 May 2019 21:28:12 GMT

Very true

But that socket looks like a fairly modern chrome plated one....?

(and yes it's only advice and suggestions too)

I don't recall old sockets having a metal face, but guess I could be wrong.

I agree OR would more than likely swap it out for one of theirs

(I know of some whom have a new one fitted then swap it back so they can run their router elsewhere - not me and not done by me either)

(just trying to make sure they don't have to pay for it, if it isn't their fault)