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Constant broadband dropouts.

bluesmartie
Newbie
Posts: 3
Registered: ‎10-08-2018

Constant broadband dropouts.

Hi, I've been having problems with my connection for over a year now. My broadband is intermittent, its disconnecting, and taking increasingly longer to reconnect. I also have problems using certain phone apps, with WiFi. They work fine on mobile data.

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?


4 REPLIES 4
paula1807
Newbie
Posts: 1
Registered: ‎10-08-2018

Re: Constant broadband dropouts.

im having exactly the same problem ive been with plusnet nearly 2 year got the fibre when my normal broadband contract was up wish id not bothered constantly turning off i cant get a connection in any other room even if i sit in the same room as my router it goes slow rang them loads of times and its still the same wont be renewing my contract this time im absolutely fed up of it
bluesmartie
Newbie
Posts: 3
Registered: ‎10-08-2018

Re: Constant broadband dropouts.

Not sure if that's entirely the same problem. Like I say, I have no trouble connecting devices, they remain connected during the drops, there's just no Internet. I also have fast speeds whilst the broadband is working. However, several apps won't work, whilst connected to the WiFi. Switch the WiFi off, on my phone, and use mobile data, they work fine. I think the latter is a router compatibility issue. The drop outs have to be something to do with the line, surely. It's very frustrating, as they know its doing it, but test it when it's working, then tell me it's fine. Its clearly not.
deank
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 325
Fixes: 14
Registered: ‎23-11-2017

Re: Constant broadband dropouts.

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

  

 

 
You say that the apps don't work until you turn the router off, then they work on mobile data. Does the rest of the internet work during this time before you turn the wifi off, and do they start working straight away if you pop the wifi back on?

 Dean R
 Plusnet Staff
bluesmartie
Newbie
Posts: 3
Registered: ‎10-08-2018

Re: Constant broadband dropouts.

Hi, thanks for the reply, and providing the data. The curious thing about each of those drop outs, is I witnessed each one, as they occurred whilst I was online. This could be why it feels like it's constant, however, if it's even happening, on average once a day, it's once a day too many. The last drop out you can see was substantially long. I reset the box, and it still didn't connect, until whatever was wrong with the line, sorted itself out. About the apps. Most apps work, however, some will tell me I'm offline, or will just take ages to load. Whilst this is happening with said apps, other things do work. I can browse using chrome, having said that, chrome occasionally does it. But, for instance, I can be using simcity, and it will take ages to work, all I have is a spinning dial in the middle of the screen, then it will tell me I'm offline. I'm not, I'm connected to the WiFi, and it's got a blue light on the router. I turn off the WiFi connection off, on my phone, and switch to data, hey presto, the app runs fine. I've tried uninstalling apps, clearing caches, etc... Makes zero difference. To be clear, Whilst simcity is doing this, the ebay app, for instance, will work fine connected to the WiFi. The other connection issue is whatsapp, it keeps dropping calls after say a minute. I can be standing in the same room as the router, and it still does it. The phone remains connected to the WiFi, at all times during all these issues. It isn't a case of the phone disconnecting from its WiFi connection.

Thanks