cancel
Showing results for 
Search instead for 
Did you mean: 

Broadband/internet problems

deranged
Hooked
Posts: 6
Registered: 21-08-2014

Broadband/internet problems

Over the last few weeks I've been experiencing lots of problems with my internet connection - today has been the worst by far, the internet cutting out at least 7 or 8 times already. I'm not particularly technically minded but I'm sure this shouldn't be happening! 

 

Not sure how the lights on the router should look either, but the power and broadband lights are usually solid green whilst the ethernet and internet lights are flashing most of the time. Today however the internet light is dropping off completely then coming back red for a while before retruning to green. 

Any suggestions appreciated! 

Rob

8 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Broadband/internet problems

Hello @deranged

 

Sorry to hear you're having problems with your broadband.

 

Looking at your connection, things don't look good:

 

 

If you haven't already, I'd recommend connecting your router to the master socket; ideally the test socket as explained here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

 

If things don't improve, then to raise a fault to us at http://faults.plus.net as it's likely we'll need to arrange an engineer.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
deranged
Hooked
Posts: 6
Registered: 21-08-2014

Re: Broadband/internet problems

Thanks @Anoush! In a way I'm glad to see there's an issue and I'm not just imagining it! I'll have a look at the master socket and come back (though I did that a while ago whan having issues and I didn't discern any faults then but I'll try again)

Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Broadband/internet problems

Ha ha, yeah it does look pretty unstable.

 

If you need to raise the fault, let me know once you've done it and I'll be happy to take a look at the ticket. Smiley

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
Superuser
Superuser
Posts: 10,013
Thanks: 1,545
Fixes: 19
Registered: 22-08-2007

Re: Broadband/internet problems

It would be useful to know a little about your internal telephone wiring - is there just the master socket, or are there phone extensions, wired from the back or the front of the master socket?

It is after all Christmas and Christmas lights and less than ideal phone extensions can cause havoc with broadband connection stability.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.

 

You might find the speed issues thread below useful.

deranged
Hooked
Posts: 6
Registered: 21-08-2014

Re: Broadband/internet problems

I am running the modem via an extension from the master socket in the hall and have used the same set up for years. No Xmas lights on - they impact on broadband? 

 

 

Superuser
Superuser
Posts: 10,013
Thanks: 1,545
Fixes: 19
Registered: 22-08-2007

Re: Broadband/internet problems

They sure can and the do not need to be in your house.

Is the extension wired from the back of the master socket using twisted pair wire or does it come out of the front using D section 'flat' wire?

Christmas lights often use poor quality switched current power supplies which can emit a lot of RF interference which causes havoc with broadband.

How did the QLT go?

If you look at the connection graph posted, there are not many disconnections during "sleeping" hours.

deranged
Hooked
Posts: 6
Registered: 21-08-2014

Re: Broadband/internet problems

I've done a Quiet Line Test and beautifully silent! 

I've then plugged directly into the master socket and run the BT performance tests and that seems okay, a download speed of 15.93 (achievable between 4 & 21) and upload at 0.79 (achievable between 0 & 0.83)

 

@Townman - I'm not sure I follow the bit about the extension (sorry!) (I've googled "twisted pair wire" and that seems to be the wire that's inside the laster socket (and I assume will run out of the house)) I have an adaptor that plugs straight into the main socket in the hall which allows me to plug both the phone and the additional lead for the pc in.

 

 

(Re; Xmas tree lights - there's been none plugged in today and i think both sets of neighbours have been out for the best part of the last 2 days)

Superuser
Superuser
Posts: 10,013
Thanks: 1,545
Fixes: 19
Registered: 22-08-2007

Re: Broadband/internet problems

"Twisted pair" is a cabling standard which helps to cut down (reject) electrical interference.  Indeed the wire entering the house should be twisted pair (often though is not) however it can also (ought to) be used for internal extensions as well.  Ideally if you need an extension for running a modem / router, the extension should be wired from the back of the socket using twisted pair cable as shown in the BT video on the speed issues thread.

The cable typically used for extension leads which plug into the front of phone sockets is not ideal for broadband operation.  They tend to deteriorate and can pick up a god deal of electrical interference.  You might want to see if there is much of a difference in speed between being plugged into the test socket and the end to of your extension lead.

 

Speed is not everything, stability is important too and that connection plot shows that at hours of the day, the connection has been very unstable.

Which router have you got?  Sight of the router stats would be useful if you know how to get them - again, the speed issues thread will help.