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Broadband connection dropping out frequently

Barry3
Newbie
Posts: 3
Registered: 01-11-2016

Broadband connection dropping out frequently

Hi,

My broadband connection has been dropping out frequently over the last 10 days. In fact its got so bad that I'm having to use a wifi hot spot on a mobile phone just to post this message and go through the broadband trouble shooter. I'm waiting to get a new microfilter so i can test that before logging the fault, but is there anything else that I can do to sort this out?

ta

Barry

5 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,646
Thanks: 640
Fixes: 162
Registered: 05-04-2007

Re: Broadband connection dropping out frequently

Happy to have a look and see if I can spot anything from a line test if you PM me your username.

Please send me a private message

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
Community Gaffer
Posts: 17,646
Thanks: 640
Fixes: 162
Registered: 05-04-2007

Re: Broadband connection dropping out frequently

Thanks for the PM.

 

Our tests are showing the line quality isn't look great:

 

  Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 15.1 31.0
SNR Margin: 30.0 11.8
Errored Seconds: 0 3
HEC Errors: 0  
Cell Count: 2745877 3917495
Speed: 444 11284
 
Maximum Stable Rate (KBPS): 6816 Fault Threshold Rate (KBPS): 5452
Mean Time Between Retrains (Seconds): 2654 Mean Time Between Errors Upstream (Seconds): 13935
Indicative Line Quality: R Mean Time Between Errors Downstream (Seconds): 105

 

We can see a lot of disconnections:

 

 
Is the phone line clear? No noise when you pick up a handset and dial 17070 running the quiet line test?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Barry3
Newbie
Posts: 3
Registered: 01-11-2016

Re: Broadband connection dropping out frequently

Hi

No, the line seems fine and I cant hear anything on the quiet line test.

Plusnet Help Team
Plusnet Help Team
Posts: 4,249
Thanks: 884
Fixes: 180
Registered: 25-03-2015

Re: Broadband connection dropping out frequently

I'd recommend raising a fault at http://faults.plus.net

 

Let us know once you've completed this.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Barry3
Newbie
Posts: 3
Registered: 01-11-2016

Re: Broadband connection dropping out frequently

Will do. Thanks very much for your help, one last quick question. I've gone through everything on the broadband problems page but ts asking me to text my connection with a different router. Do i need to do this, or is it definitely a problem with the line?

Ta

Barry