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Connection dropping

Lovelythanks
Grafter
Posts: 41
Thanks: 1
Registered: ‎16-02-2014

Connection dropping

This weekend my usually reliable smart hub delivering plusnet fibre has been intermittently dropping. No idea why. Usually it lasts a minute or so and then reconnects but last night it went off and stayed off. When I got up this morning it was ok again and has been fine so far.  When I go on my profile page at plusnet it tells me I cannot change product as a product change is already in progress??? I don’t know what that means.. also it states that my contract runs out on 30th Jan 2023 which was yesterday, could this be related?

42 REPLIES 42
jab1
Legend
Posts: 17,032
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Registered: ‎24-02-2012

Re: Connection dropping

@Lovelythanks The two matters you refer to are totally unrelated. (1) Your Hubs behaviour suggests there is a problem somewhere, but the message on your profile page is a result of Plusnets wonky accounts system - these messages are supposed to automatically clear once the product change is completed, but the system is unable to recognise such completion - you will either have to call in and hope the agent you speak to knows how to rectify the situation, or wait for a Help Team staffer to pick this topic up.

To return to the Hub issue, which Hub is it? Sight of the WAN tab from the Hub would be useful.

I also assume you are actually on FTTC and not Full Fibre?

John
SammyM
Plusnet Help Team
Plusnet Help Team
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Registered: ‎22-01-2018

Re: Connection dropping

Hiya @Lovelythanks

 

I'm sorry for the two issues you are having and I can fully appreciate the hassle this will be causing you. 

 

I have fixed the issue with your online account and you will now be able to look at renewal options. 

 

In regards to the connection, it's showing a potential high resistance fault, which is mostly caused by faulty equipment or wiring. 

 

Can you go through the steps here and let me know if the connection improves.  

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team
Lovelythanks
Grafter
Posts: 41
Thanks: 1
Registered: ‎16-02-2014

Re: Connection dropping

Hi John

thanks for replying. Yes I kind of thought myself that the admin side of things ‘product change in process’ wasn’t going to be the issue but I thought it was best to mention it.. glad I did as now that has been sorted too.

I have fibre broadband but I guess it’s not the latest and greatest type, works fine for what we need though. 

I connect plusnet through a BT smart home hub, have done for years, it’s been fine.  Not sure how to get the WAN detail you’re asking about though.  The following reply relates to wiring as a factor.. this weekend I have been changing the OSX on a local Mac mini that connects and wondered if that could be a factor?? I don’t think it should be but seem to recall seeing things like ‘home sharing’ on iTunes upsets wifi.. to reiterate I have used this Mac and OSX previously with no issues.  

i came home from work tonight and it’s been fine.

Lovelythanks
Grafter
Posts: 41
Thanks: 1
Registered: ‎16-02-2014

Re: Connection dropping

Hi Sammy
Thanks for the response. Can you see the previous reply I made. I haven’t changing any wiring only the operating system on a local Mac mini. Been fine all day. Thanks for sorting the admin issue.

jab1
Legend
Posts: 17,032
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Registered: ‎24-02-2012

Re: Connection dropping

@Lovelythanks Glad @SammyM sorted the 'stuck' product change notification.

As regards the other issue, have tried the suggestion she made in her reply? It could help identify the problem, although changing OS's should have caused a wiring fault. I strongly doubt that could be the cause.

Unfortunately I have never seen the UI of a BT Hub, so can't suggest where to look - best I can do is use the example from a Plusnet Hub2, as below - maybe it might help?

4.Hub2 eventlog.png

 

John
Lovelythanks
Grafter
Posts: 41
Thanks: 1
Registered: ‎16-02-2014

Re: Connection dropping

It went off around 8pm and came on again in a couple of minutes.

Lovelythanks
Grafter
Posts: 41
Thanks: 1
Registered: ‎16-02-2014

Re: Connection dropping

8A2CCF77-1EF3-4F3A-8965-98BC2092A8F5.png

Lovelythanks
Grafter
Posts: 41
Thanks: 1
Registered: ‎16-02-2014

Re: Connection dropping

12301D16-C7D4-4F51-A30D-95DA1A915FDE.png

jab1
Legend
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Re: Connection dropping

@Lovelythanks Having looked at those two pictures, I'm sorry to say they are not that easy to interpret (for me), but the bottom entry on the second one is interesting - it suggests you are having PPP drops. Do you have the previous entries, they may tell us a little more?

John
Mustrum
Community Veteran
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Registered: ‎13-08-2015

Re: Connection dropping

Technical Information tab rather than the Event Log would be more useful.Clicking on the 

jab1
Legend
Posts: 17,032
Thanks: 5,453
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Registered: ‎24-02-2012

Re: Connection dropping

@Mustrum Would that reveal PPP/xDSL drops? - I'm still interested in the events before the last one on the final screenshot.

John
Lovelythanks
Grafter
Posts: 41
Thanks: 1
Registered: ‎16-02-2014

Re: Connection dropping

E902C952-4722-4A63-BF0C-624D3F6092A1.png1DC7B86E-CB36-4990-A58A-28456798221F.png

Lovelythanks
Grafter
Posts: 41
Thanks: 1
Registered: ‎16-02-2014

Re: Connection dropping

And here is the EVENT LOG

43D239AA-7544-4363-AABC-BD3185188D02.png74A02B8B-88F6-497B-ADF1-A5D8168FD936.png

Lovelythanks
Grafter
Posts: 41
Thanks: 1
Registered: ‎16-02-2014

Re: Connection dropping

So last night it blipped off a couple of times and then back on within a few minutes.  I mentioned the OSX change I had made this weekend and that involved reinstalling 3rd party apps, one of which is a PLEX Media server, is there any way that could be interfering?

 

also noted the ‘ring doorbell’ shows up in the logs, is that it reconnecting when the wifi comes back on?