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Broadband drops out multiple times a day

Hooked
Posts: 5
Registered: ‎26-06-2018

Broadband drops out multiple times a day

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

7 REPLIES 7
Newbie
Posts: 4
Registered: ‎15-07-2018

Re: Broadband drops out multiple times a day

@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 Smiley

 

Thanks, R

 

"Happiness can be found in the darkest of times, if one only remembers to turn on the light."
Plusnet Help Team
Plusnet Help Team
Posts: 1,957
Thanks: 339
Fixes: 109
Registered: ‎26-03-2018

Re: Broadband drops out multiple times a day

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Hooked
Posts: 5
Registered: ‎26-06-2018

Re: Broadband drops out multiple times a day

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

Plusnet Help Team
Plusnet Help Team
Posts: 8,115
Thanks: 982
Fixes: 399
Registered: ‎01-01-2012

Re: Broadband drops out multiple times a day

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

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Hooked
Posts: 5
Registered: ‎26-06-2018

Re: Broadband drops out multiple times a day

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?
Hooked
Posts: 5
Registered: ‎26-06-2018

Re: Broadband drops out multiple times a day

Broadband is still losing connection, it's been three weeks
Plusnet Help Team
Plusnet Help Team
Posts: 1,957
Thanks: 339
Fixes: 109
Registered: ‎26-03-2018

Re: Broadband drops out multiple times a day

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team