Constant broadband dropouts.
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Constant broadband dropouts.
10-08-2018 9:51 PM
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When I say it disconnects, I don't mean that it disconnects from my devices. They remain connected to the WiFi, but I'm asked to sign in, as there is no Internet. I have devices connected via ethernet, which don't work during each drop.
The router light turns orange, eventually a flashing 'b' comes on, and if I'm lucky it all goes blue. Sometimes it flashes for up to 20 minutes.
The junction box has two sockets on it, one for the phone line, one for the ADSL lead. This facia has just be put on by an engineer who was sent out. I also have a WiFi repeater, which works fine. When the Internet is connected, its fast and fine.
Things that I have done:
Tried the test socket.
Used a different ADSL lead.
Separated the WiFi signals.
Changed the channels
Things the engineer done:
Tested the line, said was ok.
Tested my set up, said it was ok.
Changed the facia on the socket.
Told me it wasn't interference causing the problem.
Told me it takes longer than normal to connect.
Things plusnet have done:
Tested my line, while it's connected and said its fine.
Issued me a new router, still the same.
Told me it's to be expected.
Told me to do all the above things I've already done.
Raised the fault, then closed it without a solution, three times.
Sent out an engineer.
Acknowledged it disconnects a lot.
Left me frustrated.
I'm honestly at my wits end. I'm sick of having to run downstairs, and stick a cocktail stick in the reset hole. I never had this issue with Sky. All I want is broadband, that doesn't disconnect, whilst I'm in the middle of watching something, on my youview box, which is connected via ethernet.
I feel like I'm being awkward, and difficult, but to me it's not acceptable. I'm paying for a service that isn't up to scratch, and I'm getting no resolution at all.
I apologise if I've gotten some of the terminology wrong. However, I'm sure you will be able to get the gist.
Where do I go from this?
Re: Constant broadband dropouts.
10-08-2018 10:51 PM
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Re: Constant broadband dropouts.
11-08-2018 9:57 AM - edited 11-08-2018 9:58 AM
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Re: Constant broadband dropouts.
11-08-2018 12:47 PM
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Hi @bluesmartie
Sorry to hear that you are having issues with your services. I can see that we last sent an engineer out a few months ago. How has the service held up since then? Have you had the same issue since we last investigated this for you?
I have ran some checks on the line for you today, and I can see that you are currently connected at 36.4Mbps. The logs are also showing an average of 1 drop per day on your line, does this match up with what you're currently seeing on your side? I have attached the results for you below;
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 | 30.0 Mbps |
Upstream Speed | 13.7 Mbps |
Appointment Required | N |
Fault Report Advised | N |
NTE Power Status | PowerOn |
Voice Line Test Result | Pass |
Bridge Tap | Not Detected |
Repetitive Electrical Impulse Noise | Not Detected |
Estimated Line Length In Metres | 740.2 |
Upstream Rate Assessment | Very Good |
Downstream Rate Assessment | Low |
Interference Pattern | Regular Interference Observed Daily |
Service Impact | No Impact Observed |
Interference Duration Longest Occurrence | From 14:00 to 12:45 |
Interference Location | Customer Premise |
Interference Observed In Days | 14 |
Home Wiring Problem | Not Detected |
Technology | VDSL |
Profile Name | 0.128M-32.4M Downstream, Interleaving High - 0.128M-20M Upstream, Error Protection Off |
Time Stamp | 2018-07-28T11:00:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 29.9 Mbps | 32.4 Mbps | 32.0 Mbps |
Up Stream Line Rate | 12.4 Mbps | 14.7 Mbps | 13.4 Mbps |
Up Time | 705.0 Sec | 900.0 Sec | 899.5 Sec |
Retrains | 0.0 | 3.0 | 0.0 |
Re: Constant broadband dropouts.
14-08-2018 12:30 PM - edited 14-08-2018 12:32 PM
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Thanks
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