Broadband drops out multiple times a day

[#1]

I have tried resetting the router but in the last few days my Plusnet broadband repeatedly drops out.

we also receive error messages on many webpages asking us to reload the page.

I have only been a customer two weeks and everything seemed fine for the first ten days or so.

Thanks

[#2]

@samdoubtfire

Have you tried following the help Guide online? https://www.plus.net/help/broadband/connection-troubleshooting/ 

With this being a new connection its possible it may just be DLM(dynamic line management) acting on the line and may stabilize. I would strongly recommend you follow the guide tho as it will be a big help

Thanks, R

[#3]

Hi @samdoubtfire,

I'm sorry to hear that your connection has been dropping. I've tested your line and the test isn't picking up the cause of this issue:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

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	76.3 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	410.2
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 08:30 to 08:45
Interference Location	Unknown
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2018-07-03T11:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	62.7 Mbps	80.0 Mbps	77.9 Mbps
Up Stream Line Rate	19.9 Mbps	19.9 Mbps	19.9 Mbps
Up Time	802.0 Sec	900.0 Sec	898.3 Sec
Retrains	0.0	3.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2018-07-16T08:37:39Z	2018-07-16T08:52:39Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	371	0

However, I can see from your connection logs that it has been dropping frequently:

I'd recommend that you run through the troubleshooting guide that @MrPowell has linked to above. If the troubleshooting checks don't resolve the problem, please report the issue here  and let us know when you've completed it.

[#4]

This is still an ongoing problem, please can someone help. I was told 72 hours!!

[#5]

Sorry to hear you're having issues.

I've asked a colleague to push out a update to your router which should help

We'll update you as soon as that has been done

[#6]

Thank you, it's been three weeks since we joined Plusnet, and This has been an on going issue. Can you give me an idea of how much longer this will take?

[#7]

Broadband is still losing connection, it's been three weeks

[#8]

Hi @samdoubtfire,

I'm sorry for the length of time that the dropping connection issue has been ongoing for and for the inconvenience that this is causing you.

My colleague has raised this to our products team to request that they push the latest firmware update to your router to try and resolve this issue. Unfortunately, this team doesn't have a set lead time but they normally respond to our requests within 24-48 hours.

We will be back in touch once we have heard from the products team and if this issue persists once the firmware update has been pushed through, we will investigate this further for you.