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Disconnections again, starting to lose faith :(

lindahumm
Newbie
Posts: 5
Registered: ‎18-11-2012

Disconnections again, starting to lose faith :(

Hi All. Wonder if anyone can help...We have been with plusnet for a good while now, phone and broadband. All was really good until maybe the last 6 months. We started getting random but frequent disconnections. Was reported to plusnet, several visits from engineers later it appeared to get better, but not great 100 percent.
Last few days have been a total nightmare. Sometimes 4 disconnections in a minute, other times might last 10 mins, but totally ruining internet radio, streaming on the smart tv, gaming etc. Driving us all crazy. Have reported to plusnet, just wondered if anyone might have some ideas as to why it happens?
DSL Connection
Link Information
Uptime: 0 days, 0:05:30
DSL Type: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 6,336
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.5 / 19.5
Line Attenuation (Up/Down) [dB]: 20.0 / 35.0
SN Margin (Up/Down) [dB]: 10.0 / 11.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 70 / 0
Loss of Signal (Local/Remote): 32 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 290 / 0
FEC Errors (Up/Down): 1 / 20,095
CRC Errors (Up/Down): 1 / 582
HEC Errors (Up/Down): 1 / 367
Kind regards.
11 REPLIES 11
Community Veteran
Posts: 4,927
Thanks: 142
Fixes: 25
Registered: ‎14-07-2009

Re: Disconnections again, starting to lose faith :(

There are a huge number of reasons why this can happen.  If you have a Master Socket with a detachable faceplate and can remove the faceplate and connect the router to the test socket beneath then you eliminate many of the possible causes - which is why you are instructed to do this when fault-finding.  Also, if possible, use a wireless connection to the router to eliminate the chance that it might be the wireless signal dropping out.  But if you have tried both of these and neither work then the onus is on Plusnet to once again try to find and fix your problem.
It's possible to be that something in your neighbourhood could be giving rise to problems so it's worth checking if any of your neighbours also have broadband issues.  Poor Alex7127 on this thread http://community.plus.net/forum/index.php/topic,108683.0.html has taken to wandering the streets with a transistor radio in search of what is causing his disconnections! 
Plusnet Help Team
Plusnet Help Team
Posts: 14,435
Thanks: 342
Fixes: 94
Registered: ‎27-04-2007

Re: Disconnections again, starting to lose faith :(

I'm sorry to hear that you're having problems with disconnections again.
I've run some initial checks and it's clear to see that the issue started again on Saturday:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13533261945948.png" />
Did anything change then at all? i.e did you start using central heating maybe or make any changes to your router or connect/disconnect anything from your line?
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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SEPL
Newbie
Posts: 9
Registered: ‎17-11-2012

Re: Disconnections again, starting to lose faith :(

How does central heating affect internet connectivity?
Community Veteran
Posts: 4,927
Thanks: 142
Fixes: 25
Registered: ‎14-07-2009

Re: Disconnections again, starting to lose faith :(

Various electrical devices can emit radio frequency interference.  This may find its way onto the telephone line where it appears as excessive noise which drowns-out the broadband signal causing disconnections.  I'm not sure what bit of the central heating might be responsible; there is some suggestion that the timer might do this.
There was a thread recently where someone with a replacement laptop power adaptor found that this caused his internet connection to drop whenever he tried to connect the laptop to another mains-power device like his TV or Hi Fi.  It took quite a lot of effort to identify the power adaptor as the culprit. 
lindahumm
Newbie
Posts: 5
Registered: ‎18-11-2012

Re: Disconnections again, starting to lose faith :(

Hi, thanks for the reply. Nothing has changed as far as we are aware. I raised a ticket and been told the router is the most likely course. I have plugged a netgear in we have, and it still seems to be disconnecting, but could it take a while to calm down? (clutching at straws a little)
Community Veteran
Posts: 4,927
Thanks: 142
Fixes: 25
Registered: ‎14-07-2009

Re: Disconnections again, starting to lose faith :(

Quote from: lindahumm
.... but could it take a while to calm down? (clutching at straws a little)

Nope, sorry, if the Netgear was doing any good the effect would be instant for disconnections (although your speed would take some time to recover) .
You have not bought a new telephone or got a Sky box or put-up the fairy lights a bit early this year?
lindahumm
Newbie
Posts: 5
Registered: ‎18-11-2012

Re: Disconnections again, starting to lose faith :(

Hi. Many Thanks for the reply again. Nothing has changed at all. The new router is worse if anything, but I have put this down to whatever the fault is getting worse. I think plusnet are still investigating under the ticket I raised, but its getting soooooooo much worse Sad Determined to stay with plusnet as I like the way they do things, so really hoping for a fix Smiley
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Disconnections again, starting to lose faith :(

Hi lindahumm ,
We've put this to our suppliers and are pushing for an engineer visit, as soon as we have an update we'll be in-touch.
lindahumm
Newbie
Posts: 5
Registered: ‎18-11-2012

Re: Disconnections again, starting to lose faith :(

Excellent, thank you.
dick:quote
lindahumm
Newbie
Posts: 5
Registered: ‎18-11-2012

Re: Disconnections again, starting to lose faith :(

Well done Plusnet!
Reported problem around 3 days ago, and now its fixed! Engineer come out today, did things at the exchange and now I have a very very stable connection with a faster line speed.
Thumbs up guys, happy customer again  Grin
Community Veteran
Posts: 4,927
Thanks: 142
Fixes: 25
Registered: ‎14-07-2009

Re: Disconnections again, starting to lose faith :(

So faith restored?