Broadband keeps dropping

[#1]

Nearly every day and sometimes more than once a day my broadband drops for a minute (or less). The router flashes orange then solid orange and back to blue. It gets really annoying especially when in the middle of a skype call. Looking at the logs I see messages like below. Is there anything I can do to find the fault?

16:34:10, 05 Jul. (2356472.450000) PTM over DSL is up

16:33:35, 05 Jul. (2356436.960000) PTM over DSL is down after 1439 minutes uptime

16:33:35, 05 Jul. (2356436.960000) PPPoE is down after 1438 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

16:33:32, 05 Jul. (2356434.090000) PPP LCP Send Termination Request [User request]

16:34:21, 04 Jul. (2270084.820000) PTM over DSL is up

16:33:47, 04 Jul. (2270050.220000) PTM over DSL is down after 1817 minutes uptime

16:33:47, 04 Jul. (2270050.220000) PPPoE is down after 1817 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

16:33:44, 04 Jul. (2270047.370000) PPP LCP Send Termination Request [User request]

[#2]

Hi Aileen.

I am looking into this for you, and will update you later once I have an update.

[#3]

Do you have any more information? It dropped again yesterday at 6pm.

[#4]

Broadband is not going to work well if the "phone" line is not working properly.

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.  From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link.  NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.

• Phone Faults

[#5]

There is no line fault. I did as you said. I have a dial tone and when I did a quiet line test there was absolutely no noise.

[#6]

Well no line fault giving rise to noise or POTS failures.

Good to eliminate.

[#7]

Hi @aileenheal,

I'm sorry to hear that you're still experiencing these issues. Upon further testing of your line I can see that the connection is indeed dropping out, however we're unable to detect the cause of the issue.

As this is the case, I would recommend carrying out our online troubleshooting guides for these kinds of issues, which can be found here and here.

Please let us know how this goes and if you continue to experience any further issues once carrying out the troubleshooting steps so we can investigate further.

[#8]

I have exactly the same problem.  Did you ever get a resolution? Support are telling me it is within tolerance!

[#9]

No resolution. I've learnt to live with it. Bit of a pain but there you go.

[#10]

....and are you still using the Plusnet router? It would be interesting to know whether this does still happen on other routers (i.e. it is not a line or exchange fault).

[#11]

Yes I'm using the Plusnet router.

[#12]

@aileenheal

What was the result of you doing this...

---

@TheMightyAJ wrote:

Hi @aileenheal,

... I would recommend carrying out our online troubleshooting guides for these kinds of issues, which can be found here and here.

Please let us know how this goes and if you continue to experience any further issues once carrying out the troubleshooting steps so we can investigate further.

---

Did you follow the recommendations?  What was the result?  What was the follow through action?

@Roadtorode,

I have exactly the same problem.  Did you ever get a resolution? Support are telling me it is within tolerance!

Whilst symptoms might appear similar, causes can be quite different.  It would be wise to start your own post, where you can be directly assisted with your specific issue.

[#13]

I have opened my own thread here

 https://community.plus.net/t5/Broadband/WAN-Ethernet-7-Down/m-p/1572226#M326670

Here

 I have done all of the recommended tests but I will rerun the silent line test using the test socket later. On the normal filtered socket it sounds fine

[#14]

I did all the recommend tests and everything was ok.
Broadband drops most days for a few seconds.

[#15]

Similar times each day?