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Connection drops constantly

Eric83
Dabbler
Posts: 11
Registered: ‎06-11-2012

Connection drops constantly

Getting towards the end of my tether with my connection.
We had a very slow have a constant connection at less than 0.3Mbps and after calling up for technical support the speed has increased to just 0.8Mbps and drops out every 5 minutes in the evening.
We get a constant crackle on our house phone when making calls.
Repeated calls to technical support gets the same response.
I've unplugged all other devices from the phone sockets in the house, tried swapping for a brand new filter, tried using a wired phone, am using the master socket. None of that changes the speed and connection issues.
I've got speed test results from September showing 6.5Mbps
What's gone wrong? How can I get my speed back?
24 REPLIES
vultura
Grafter
Posts: 257
Thanks: 5
Registered: ‎22-05-2011

Re: Connection drops constantly

Did you do a quiet line test (dial 17070 then select option 2) with the wired phone?  If the line is noisy then it sounds like you will need to get in touch with your phone provider (I assume its not Plusnet) and get that fixed.
Noise on the line will cause the ADSL connection to drop and the exchange equipment will lower the speed to try to stabilise it.
Eric83
Dabbler
Posts: 11
Registered: ‎06-11-2012

Re: Connection drops constantly

I tried that line test number this morning and to my ears the line was very clear, broadband connection was steady at 0.8Mbps for the 10 minutes free time I had in the house before leaving for work.
I'll try the same number again this evening.
Eric83
Dabbler
Posts: 11
Registered: ‎06-11-2012

Re: Connection drops constantly

Forgot to mention, my phone provider is plusnet
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Connection drops constantly

Hi Eric83,
Welcome to the community forum.
I've ran a couple of tests on your line and no issues have initially been detected. What make and model of router are you currently using?
Eric83
Dabbler
Posts: 11
Registered: ‎06-11-2012

Re: Connection drops constantly

I'm using a "Netgear 54 Mbps Wireless ADSL2 + Modem Router DG834G v5"
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Connection drops constantly

I can see that our faults team are arranging to send an engineer to you, they just need you to reply to the ticket with three timeslots that you are available they'll get that booked for you.
Eric83
Dabbler
Posts: 11
Registered: ‎06-11-2012

Re: Connection drops constantly

So, I replied with 3 time slots and the response has gone back to "we can't see a problem with the line, have you tried what we already told you" and of course i have, so now we're going round in circles.
I've not been told to try a different router yet, is this advisable?
I attempted to order one through the plusnet website last night and made a card payment for £4.99 but have not received e-mail confirmation that a new router is being sent to me. Anyone know?
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Connection drops constantly

It looks like after further testing that an engineer appointment is not required at the moment, this was initially for your phone line.
It is mentioned in the ticket response to raise a fault for your broadband (http://faults.plus.net). Your has been stable over the last 12 hours.
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13523719832585.png" />
Have you changed anything else at all since then?
Your router will be dispatched today and will be with you in the next few days.
Eric83
Dabbler
Posts: 11
Registered: ‎06-11-2012

Re: Connection drops constantly

I have changed nothing.
I called the helpline on Saturday 3rd to complain about very slow speeds of just 0.3Mbps download that I'd had for weeks. The response from the person on the helpline was to reset something and on Sunday 4th to Wednesday 7th my download speed increased to 0.8Mbps (still unacceptably slow) but with lots of connection drop outs as seen on the graph.
Today my download speed has reverted back to max of 0.3Mbps and is stable again, it isn't cutting out. But this speed is unacceptably slow.
dslchecker.bt.com suggests I should get between 4.5Mbps and 6.5Mbps on my line.
I last saw download speeds of 6.5Mbps 2 months ago.
vultura
Grafter
Posts: 257
Thanks: 5
Registered: ‎22-05-2011

Re: Connection drops constantly

Can you post up the details discussed in this thread - http://community.plus.net/forum/index.php/topic,96155.0.html - may well help with diagnosis.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Connection drops constantly

It looks like your line has become stable, but due to all the disconnections that you've had your line has been banded giving you the slow speeds.
We can leave it how it is and see if it is now stable, it may be worth raising a fault in the meantime via http://faults.plus.net in-case is does not improve.
Eric83
Dabbler
Posts: 11
Registered: ‎06-11-2012

Re: Connection drops constantly

So I received my new plusnet router today in the post. Fantastic.
However, i've recieved a message saying "Your router will arrive in the next few days...we'll text you again when your broadband is ready, please don't set up your router until then."
Do I dare try setting it up?
Broadband download speed is still unnacceptably slow for my area just 0.45Mbps last night.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Connection drops constantly

You're fine to connect up straight away.
It looks like you have received an automated message from when an account is about to become active.
Let me know how you get on.
Community Veteran
Posts: 26,744
Thanks: 954
Fixes: 10
Registered: ‎10-04-2007

Re: Connection drops constantly

Are you still getting noise on the phone line at times?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)