Broadband disconnecting, SMS HELP does not recognize my account

[#1]

Broadband keeps cutting out after working find for a long time.

Contacting the usual 07800 008121 leads to a reply saying it couldn't find an account with this number.

I have not change the number. This has happened before I will try to find that thread.

[#2]

same issue as before https://community.plus.net/t5/Broadband/Plusnet-HELP-bot-does-not-recognize-my-number/m-p/1967385#M3...

what is going on?

[#3]

So, what did you finally do that last time?

[#4]

@dcdc  I've given it a test and it isn't showing a fault on the line. What checks have you tried this time?

[#5]

I'm not sure I think eventually I called plusnet and someone came by.

Today the connection so far seems ok.

It was dropping every ten minutes or so yesterday.

Am logging connectivity now automatically so will see if there are systematic issues.

[#6]

Which router are you using?

[#7]

A bad joint can cause intermittent disconnections.

A bad joint can “heal” by the application of test voltage / current to the circuit.

Logging disconnections will provide an evidential record. Sight of the full router stats would be help.

[#8]

I have recently received a new 

Plusnet Hub Two Manager

so that is the main one that I connect to

[#9]

@dcdc In that case, the full router stats as requested by @Townman can be obtained from there. I would suggest for a start you provide the 'Technical Log - Information' page, obscuring the 'Broadband Username'.

[#10]

Here is some  initial plot of monitoring .... service is going down quite a bit I think over the last two days. This is probably not prohibitively bad at the moment but I would imagine this is more than expected?

Any suggestions for alternative tests appreciated. 

[#11]

Attached are the full router logs. Thanks again for any suggestions.

I the the worst recent day was on oct 12th and you can see the disconnects in the logs.

[#12]

@dcdc You have a problem, most likely in the OpenReach network. If you still have a land-line service, i.e. you are on FTTC,   use this link to report the issue: Report your broadband problem | Help | Plusnet , if you are on SoGEA (no phone), you will have to call in.