Broadband dropouts
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- Re: Broadband dropouts
Broadband dropouts
16-11-2015 9:15 AM
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It happens every 5 to 10 days at random. The internet light on the router goes off then, after one or two minutes, turns red and finally comes back on green & flashing until connection is restored. No intervention required, it does this all by itself.
Thoughts? Especially whether it's the router is on its last legs or BT's lines are!
Re: Broadband dropouts
16-11-2015 11:47 AM
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We can see a few disconnections and drops:
Re: Broadband dropouts
16-11-2015 4:40 PM
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It's just the internet light, the others remain lit and on as normal.
Glad (?) you can see the interruptions.
Edit: the last disconnect today was me rebooting the router as I couldn't access it.
Re: Broadband dropouts
18-11-2015 11:21 AM
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I've just performed some diagnostics which are indicating a problem with the copper line.
I note we don't provide that service for you so please contact your phone provider if that continues to be an issue.
Re: Broadband dropouts
20-11-2015 11:08 PM
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Just had another long dropout.
Re: Broadband dropouts
21-11-2015 3:25 PM
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Edit: had a dropout at 23.55 last night and another two minutes ago. Heavy rain both times.
Re: Broadband dropouts
23-11-2015 12:21 PM
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Any chance that you guys can give me the same data as above since the 15th?
It would still be useful to know the exact nature of the diagnostic results (and if there's a pointer to it being outside the house) before I contact BT.
TIA
Re: Broadband dropouts
24-11-2015 11:52 AM
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It's definitely still showing a dis in network phone fault from our testing. So I would get this raised with BT and fixing this should stabilise your line out in the process. Thank you.
Re: Broadband dropouts
28-11-2015 3:12 PM
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Re: Broadband dropouts
09-12-2015 6:21 PM
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Odd faults yesterday resulted in a reduction in d/l speed and I then found out that neighbours are at dial-up or 1.3mbps!
This prompted me to find the BT line checker which I did via my online bill emails, impossible by Googling!
Anyway, BT's phone (voice not broadband) line checker came up with an outside the house fault which has been logged.
I'll come back here if & when we get a resolution but ITM thanks to PN for pointing me in the right direction above.
Re: Broadband dropouts
10-12-2015 3:27 PM
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Let us know how things go once the phone fault side of things is fixed.
Re: Broadband dropouts
12-12-2015 4:53 PM
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Diagnostics show no external fault. Internal (BT) box had a minor fault so replaced.
OR diagnostics still showing a disconnect.
Engineer thinks it isn't a high resistance fault, might be the down line from the pole outside the house but more likely a fault at the exchange. He's going there now and will check connections etc.
Fault will be left open pending further investigation.
D/l speed lower at 12.66mbps so definitely no improvement in fact it seems to be still falling.
PN: throughout the testing the router was disconnected several times - is there a cap on my connection or does my profile need to be reset?
If not, do you have an explanation as to why my d/l speed has dropped from 16+ to 13?
Re: Broadband dropouts
12-12-2015 5:22 PM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Broadband dropouts
13-12-2015 4:40 PM
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Unfortunately, I can't compare with old SNR as I don't have that data.
However, I used to check SNR with our old Netgear DG834 router and it was c.9db IIRC - a very good, clean, line.
Current details below.
FWIW, another OpenReach guy called today. Diagnostics from here said there's a fault 870m away: that's the exchange. He checked all pole connections and reckons they're OK. However, he also went to the exchange and checked our line from there and no fault found. (Fault is a disconnect.)
This guy was once a broadband engineer but the job has been split (!) so he can't check but he suspects a fault at the exchange as did the guy yesterday. He's going to try to get his boss to send out a broadband engineer.
Meanwhile, close neighbours have 18mbps (as we had initially) 8.8, 5 and <2. The two lower rates have dropped dramatically, the <2 also being with PN (BT speed test shows her connection capable of 16.07).
Our speed is also falling albeit slowly: two weeks ago 16.33, last week 13.30 today 12.5.
Again PN: are you doing something at your end to cap my connection?
Re: Broadband dropouts
13-12-2015 5:07 PM
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