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Connection drops and upstream dropping

MartinCape
Hooked
Posts: 7
Thanks: 2
Registered: ‎18-09-2022

Connection drops and upstream dropping

Hi all,

The last couple of days, my connection to the hub keeps dropping through night. I only realise as most of my devices through up errors when turned on.
After logging into the hub, I can see that it’s dropped and re-connected. Now, since it’s been doing this, my upstream connection has dropped from 20mb to 8.6mb with no sign of it rising again.
Line tests show no errors, but something must be going on.
11 REPLIES 11
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,533
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Registered: ‎21-04-2017

Re: Connection drops and upstream dropping

Hi Martin,

I'm really sorry to see you've been experiencing problems. I've tested your line and as you say the tests aren't showing any issues but I can see the drops along with your upload speed having dropped pretty significantly.

We might have to arrange an Openreach engineer to take a closer look, but first is your router plugged into the master telephone socket with the cable we've provided or one of an equivalent length? I'm just checking you aren't using an extension socket or extension cabling between the router and master socket. 

It may also be worth plugging your router into the "test socket" which is found behind the faceplate of the master. There's a rough guide here https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242 although it was written a fairly long time ago so it might be a little out of date. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
MartinCape
Hooked
Posts: 7
Thanks: 2
Registered: ‎18-09-2022

Re: Connection drops and upstream dropping

Hi, thank you for taking a look.

Yea, the router is plugged directly into the master socket, which is relatively new, it was replaced in the last year. Using the supplied cable too.

It does seem weird that the connection is dropping every night and the upload speed has plummeted. It’s been extremely impressive and consistent up until now.
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,533
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Registered: ‎21-04-2017

Re: Connection drops and upstream dropping

Hi Martin, 

No problem and thanks for getting back to me. 

Yeah it is really odd. If you're able to try the test socket and if there's no difference in speed I'd be happy to arrange an engineer to take a closer look for you. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
MartinCape
Hooked
Posts: 7
Thanks: 2
Registered: ‎18-09-2022

Re: Connection drops and upstream dropping

Will do, I’ll get it tested as soon as I can pal 🙂
MartinCape
Hooked
Posts: 7
Thanks: 2
Registered: ‎18-09-2022

Re: Connection drops and upstream dropping

Hi pal. There is no designated test socket behind the front cover. It just clips off. There is a phone socket behind which the front cover clips into, but I don’t have a micro filter to test it out.
Mustrum
Community Veteran
Posts: 3,545
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Registered: ‎13-08-2015

Re: Connection drops and upstream dropping

That is the test socket. You should have a micro filter in the router box - if you still have it!

OR YOU CAN PICK THEM UP IN Argos, diy shops or even super markets. It is worth getting one, those clip on filters can be loose causing drops.

MartinCape
Hooked
Posts: 7
Thanks: 2
Registered: ‎18-09-2022

Re: Connection drops and upstream dropping

Had one in the box 🙂

Just tested using a micro filter. It’s made no difference. The connection dropped again last night, about 2am, and the upload speed is going even lower. Down to 6 now.
MartinCape
Hooked
Posts: 7
Thanks: 2
Registered: ‎18-09-2022

Re: Connection drops and upstream dropping

Do I need to give customer services a ring to get an engineer out?
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,846
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Registered: ‎27-04-2007

Re: Connection drops and upstream dropping

Hi Martin, I can get that sorted for you. Can you let us know your availability in the following slot times please?

 

Monday to Friday


AM = 08:00 to 13:00

PM = 13:00 to 18:00

 

Adam

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
MartinCape
Hooked
Posts: 7
Thanks: 2
Registered: ‎18-09-2022

Re: Connection drops and upstream dropping

Hi Adam.

Next 2 weeks, I won’t be available Tuesday and Wednesday, but the other than those 2 I’ll be available.
Gandalf
Community Gaffer
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Posts: 26,533
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Registered: ‎21-04-2017

Re: Connection drops and upstream dropping

Hi Martin,

Sorry for the delay, I can see you've phoned us and we've arranged an engineer for tomorrow afternoon.

Let us know how it goes. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet