Broadband keeps dropping off
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Broadband keeps dropping off
Broadband keeps dropping off
11-07-2017 1:32 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi all
My broadband connection keeps dropping off since I moved to the faster version. It was always a bit of a problem before, but now it is major. I've been working at home this morning at it has been more off than on. When it goes off the blue line is replaced by a blinking then steady red one and a red icon appears. However the phone dial tone is still working and all devices indicate that wifi is working at full strength. Please could you check it out for me.
Thanks
Re: Broadband keeps dropping off
11-07-2017 3:05 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Broadband keeps dropping off
29-07-2017 9:30 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I've continued to have intermittent problems with this issue, but now I'm trying to watch something on iPlayer and it's so far dropped off twice with me having to wait for it to come back on. This is really annoying. Sometime it even drops off when the router is showing blue as well as when it's showing red with the bb icon. Could you please tell me why this is happening rather than just telling me what I know already, which is that it is happening.
Thanks
Re: Broadband keeps dropping off
29-07-2017 9:32 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
NB the phone line is still working even when it BB drops off.
Re: Broadband keeps dropping off
31-07-2017 12:11 PM - edited 31-07-2017 12:11 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
My tests are identifying a possible fault. If you've done the checks here please can you report the fault to us at http://faults.plus.net so that we can arrange an engineer to investigate further.
Re: Broadband keeps dropping off
01-08-2017 2:38 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks will give it a try. Last night it was fine while streaming a TV programme, it's just every so often it starts to happen.
Re: Broadband constantly dropping
29-05-2018 7:46 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hello
I'm not sure if this is still live as I didn't have time to run the tests before. However I have continued to have problems with drop-off, most days several times. By which I mean pages stop loading and the load bar (ie that line) sticks and sometimes I get a server unavailable message. It normally only takes a couple of minutes for it to clear but sometimes longer and it's really annoying if it keeps happening within a short space of time. I have tried to gather all the info but not sure if I have it right so please let me know if not.
1. QUIET LINE TEST:
There is faint crackling on the line - should it be completely silent?
2. LINE EXPECTATIONS:
Kitz line check:
Distance from exchange:
Direct: 1.2 km
By road: 2.00 km
Kitz BT checker:
Not working - box empty - tried several times on 3 browsers.
3. LINE PERFORMANCE:
Router stats:
Not sure which you mean:
6. Data rate: |
9999 / 39950 |
7. Maximum data rate: |
10608 / 48385 |
8. Noise margin: |
6.7 / 8.5 |
9. Line attenuation: |
22.6 / 17.2 |
10. Signal attenuation: |
22.0 / 17.0 |
11. Data sent/received: |
13.9 MB / 104.3 MB |
BT Wholesale speed test:
Download speed achieved during the test was - 36.25 Mbps
For your connection, the acceptable range of speeds is 20 Mbps-38.67 Mbps .
Additional Information:
IP Profile for your line is - 38.67 Mbps
Upload speed achieved during the test was - 8.45Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps
We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.
Current speed from Plusnet site:
Download: 36.4
Upload: 9.0
*********
Please let me know if you require any more info.
Thanks
Anne Williams
Re: Broadband constantly dropping
29-05-2018 8:07 PM - edited 29-05-2018 8:26 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Moderator's note:
Merged with the OP's original thread and moved to Fibre.
Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still
Re: Broadband constantly dropping
29-05-2018 8:35 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi Anne,
One of the useful things about the forums is that topics do not die! I asked the mods to tidy your posts up, disconnect the new one from the piggy back elsewhere, join it up to you prevision history and move it to fibre where people with better knowledge of VDSL than I have lurk, for looking at the information provided, this appears to be a FTTC service.
It being VDSL, the distance figures to the exchange do not have the relevance they do with ADSL from where you found the standard set of self help questions, none the less the stats are interesting to those who understand them.
The noisy line could be causing some issues, so in the first instance I would raise a phone line fault - noisy line / intermittent noise - use the link below.
The 8+dB SNRM is not ideal and might be down to the line noise. I note the last comment from @Gandalf on your original topic was that he had found a line fault. Did you follow through his request?
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 constantly dropping
29-05-2018 9:32 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks Townman. I think I picked up on the wrong fragment of thread to reply to - I had a dim recall that someone had suggested something but didn’t manage to find it. Sounds like I should raise the line fault as suggested. Thanks for finding my thread! Best wishes Anne
Re: Broadband constantly dropping
30-05-2018 10:22 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Broadband constantly dropping
30-05-2018 11:55 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Welcome to the forums @annew
I've had a landline fault recently.
You are correct in what you said about the quiet line test, you should hear nothing. That is the point of it.
The fact you are hearing noise (even if not that much) would suggest a fault. My engineer did something outside and replaced the master socket. Wasn't chargable to me, although I did drop him a £10 as a thanks and said get yourself a drink on me
Re: Broadband constantly dropping
30-05-2018 12:45 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Broadband keeps dropping off