Broadband not working

[#1]

For about 10 days now my broadband has been working only intermittently. I’ve tried turning the router off, waiting a few minutes, then turning it on again. I’ve tried rebooting the computer, using different devices etc., but nothing has any effect. Sometimes there’s no internet for several hours at a time. I’ve been trying to get through to Plusnet, but there’s no customer service open on the telephone lines despite it being within the times stated on the website for the office to be open. I note you also can’t email or leave Plusnet a message.

[#2]

Have you checked the phone line for a dial tone / noise?

Dial 17070 option 2.

[#3]

Thanks for the message. Unfortunately I don’t use the telephone landline and don’t own a telephone landline handset. The only reason I have the line is for broadband. I therefore have no way of checking whether there’s a dialling tone.

[#4]

Which Hub do you have?

[#5]

Hello. My router is a Sagemcom router.

[#6]

So you've had it for a while? What is the model number?

[#7]

The router is 7 months old.
The model number is 2704N
Thanks🙂

[#8]

Being able to check for a dial tone and that the line is quiet is a fundamental diagnostic step. Without checking that, nearly everything else is a waste of effort.

[#9]

Can Plusnet check remotely whether the line is working or do they need to send an engineer?

[#10]

OK, a Hub0 then. I'm not that familiar with them, so will leave this topic to @Townman , otherwise I may give you incorrect information.

[#11]

Thanks for your help all the same. 🙂

[#12]

@jab1

At this juncture the model of the hub is not overly relevant. Until we know if there is a dial tone and no noise there nothing we users can do to assist. Possession of a telephone hand set ought to be mandated in the T&Cs, but it is not. Therefore the user will need to wait until support pick up the issue here, phone them support centre or (if they have a mobile phone) use the SMS phone line test service as documented in the user portal.

[#13]

Fork out £10 for a handset; may also come in useful if the mobile network goes down at some time.

[#14]

Thanks a lot for for getting in touch @chrisev22 and I'm really sorry to see how intermittent the line has been lately. Testing the line this afternoon has found that the target SNR is already quite high - 15dB,which is supposed to counteract instability. My ADSL test didn't find any underlying faults with the service, though it was recommended that we turn on interleaving to try and stabilise your line further.

This has now been done, so please monitor your connection over the next week or so and let us know if things are still not improving. We may need to arrange an engineer visit.

I'll pop my test results below to see if our community members would like to make any further suggestions here. I suppose the next course of action, if interleaving does not improve your service, would be to modify the connection profile from "standard" to "stable".

Apologies for the delayed response from Plusnet as well @chrisev22 - flying solo on the forum this weekend!

KBD

xDSL Status Check
Circuit ID:		Service ID:
Telephone NO.:	NA	Test Executed On:	30-01-2022 16:25:50

xDSL Status Test Summary
Sync Status:		Circuit In Sync
General Information
NTE Status:		NTE Power Status:	PowerOn	Bypass Status:

	Upstream DSL Link Information	Downstream DSL Link Information
Loop Loss:	17.8	34.0
SNR Margin:	6.5	15.0
Errored Seconds:	0	0
HEC Errors:	0
Cell Count:	5247	23214
Speed:	1172	10771

Maximum Stable Rate (KBPS):	12480	Fault Threshold Rate (KBPS):	9984
Mean Time Between Retrains (Seconds):	8263	Mean Time Between Errors Upstream (Seconds):	630
Indicative Line Quality:	R	Mean Time Between Errors Downstream (Seconds):	36
Custom Thresholds

Copper Line Test
Circuit ID:		Service ID:
Telephone NO.:	NA	Test Executed On:	30-01-2022 16:28:36

Status:	Pass	MFL:	OK	OR Test ID:	dys00556dat01:293096928
Test Outcome:	CIDT LINE TEST OK - ALL SOCKETS UNPLUGGED			DTR:	T302

Copper Test Details
	A to E	B to E
Capacitance:	210 NanoFarad	212 NanoFarad
DP Line Length Estimate:	1844 Metres	DN Line Length Estimate:	1857 Metres
Celerity:		Line Loss:	29.02 dB
Line Stability:	Stable
Fault Report Advised:	N
Service Level:	2
BRAGOutcome:	NA
Faceplate:	Not Detected

Radius

[#15]

15dB is aggressive DLM management and that does not happen for no good reason.

No fault found WHEN TESTED could imply an intermittent fault, typical of wet joints - which come and go and are best identified by running QLTs ... but that requires a telephone handset!!!