Connection goes on and off like a set of Christmas tree lights today

[#1]

Have a good night ! - we'll catch up in the morning.

.

[#2]

I went back to the TV after tyoing my message above, and CNN came on via Rakuten and worked OIK for 3/4 hour.

This morning is different.

Emails downlloaded OK on Thunderbird

Google not working - googling a simple rougue phone number cause the internet to cut off.

When it came back, I Googed to get here to this site and got:

Your connection is not private

Attackers might be trying to steal your information from community.plus.net (for example, passwords, messages, or credit cards). Learn more about this warning

net::ERR_CERT_COMMON_NAME_INVALID

Turn on enhanced protection to get Chrome's highest level of security

This server could not prove that it is community.plus.net; its security certificate is from cloudflare-dns.com. This may be caused by a misconfiguration or an attacker intercepting your connection.

Proceed to community.plus.net (unsafe)

Going in via PlusNet main site was OK and I wrote a message here c- but was unable post is as it said I did not have access rights.
So - my connection is not OK. It is highly abnormal, not fit for internet banking or ordering ticjked from the Albert Hall for example. What do I do now????

[#3]

@ColdharbourDave 

Assuming that you have a mobile phone registered as a contact in your Plusnet 'Member Centre'

you could report a phone fault, and also run the broadband fault detection bot, as described in Reply #8

.

[#4]

@ColdharbourDave 

Consider with increased urgency, finding a full fibre alternative to your failing copper connection, as suggested in Reply #39

and bear in mind my warning in Reply #23 that your ADSL broadband will disappear when the PSTN telephone service is retired in about 6 months time.

Ideally you need to try and at least get off ADSL this side of Christmas 2025.

.

[#5]

I do not have a mobile phone.

I am also supposed to be registered vulnerable as I have health issues needing phone access to/from my GP

[#6]

@ColdharbourDave 

Your only option at this time is to phone Plusnet support again, explain your entire list of problems, get them to test your line again while the Hub2 is connected, and make sure that they commit to taking an action that is likely to help rather than vaguely tweak some settings.

I suspect that Openreach are probably giving some push back, as spare parts for repairing ADSL exchanges ran out years ago and they are relying on salvaged components from decommissioned equipment.  Openreach's efforts are concentrated on retiring the phone network and accelerating the full fibre roll-out,  rather than doing voice repairs on lines which will be shut down in early 2026.

.

[#7]

Fair enough. But how can a faulty ADSL connection cause certain Google searches to cut the internet connection?

And indeed that curious fault whereby my bank calling me and asking me to input a pass number causes the internet to cut out.

(not sure if this is still happening - I did get through to the bank on Friday - at snail's pace not suitable for transactions)  

Speaking as a former analogue electronic engineer (audio) in the 1980s this idea that its the ADSL that is the problem to me smacks of gold-plated loudspeaker terminals etc (ie Woo!) 

[#8]

FWIW I was also an electronics engineer in the 1980s.

Did the problems with Google searches and online banking start when you switched to using the Hub-2 ?

You still haven't told me what model of TP-Link router you were using up to that point.

When your problems first started, had anything connected to your home internet changed ?, such as adding a new device ?

The issue with ADSL, is that routers in 2025 have their firmware designed with minimal buffering at the modem as it is expected that upload speeds on the majority of connections is likely >5 Mbps.  When you have ADSL broadband that typically has an upload speed of say 700Kbps,  then you visit a website that bursts a whole load of upload data (with the expectation of having at least 5 Mbps being available) then an unbuffered router will simply get overloaded when attempting to send this deluge, ultimately causing packet loss and connection breakdown - this is known as bufferbloat.  Older routers from the ADSL era, and many TP-Link routers have QoS buffering capability, which can be tuned to prevent this overload situation occurring.  Using a router with properly configured buffering, means that the modem can transmit with minimal data loss, and the router's buffer locally manages the traffic flow from your PC using protocol handshaking to slow the outgoing traffic to a rate that the ADSL can handle.

Having gone through this MANY times on the Plusnet forum, this is why I don't recommend (in particular) the Hub-2 on ADSL,  as it has the worst upstream handling of any of the Plusnet routers.  There is a fair chance that your TP-Link might have some QoS settings that could help.

All this assumes that you don't also have a physical fault with your copper lines or exchange, but I suspect you may have both.

If you wanted to test my bufferbloat theory, you could run this test - https://www.waveform.com/tools/bufferbloat

If the result is a 'bufferbloat grade' of "F" (on a scale of "A+" to "F") then your internet usage is going to be poor.

With a router with QoS buffer management that has been tuned, you should be able to achieve a "C" on ADSL.

Your priority should be to resolve the known problem with your line at the exchange first.

Using the TP-Link (if it has QoS) will make your internet usage more responsive and less prone to stalling.

You still have the looming issue of ADSL (and Plusnet account) vanishing when the PSTN analogue phone service is retired.

.

[#9]

---

@outcast wrote:

You still have the looming issue of ADSL (and Plusnet account) vanishing when the PSTN analogue phone service is retired..

---

I understand that @ColdharbourDave will need to transfer to another ISP and that ADSL is unlikely to be available if there's a faster option, but:

Can you point to an authoritive document that states that BT will not be supporting SoADSL with digital phone in the future if there's no alternative option?

I have it from a very reliable source that the BT version of their hub incorporates QoS features that prioritise voice traffis, You won't find it in the Plusnet Hub 2 as the ATA bits are omitted.

[#10]

---

@Baldrick1 wrote:

Can you point to an authoritative document that states that BT will not be supporting SoADSL with digital phone in the future if there's no alternative option ?

---

Within this topic I haven't suggested that.

It is my understanding that when the telephone voice component is removed as part of the PSTN retirement, that an ADSL line becomes SoADSL.  It is Plusnet that have stated, that they will not be offering SoADSL, and have told customers (who have asked)  that they will have to migrate elsewhere.

From memory, I believe at some point @corringham did post a screenshot showing a BT order enquiry page offering SoADSL and "Digital Voice" at the same time,  but others that tried to repeat that using their own address details were unable to replicate being able to order "Digital Voice" in an ADSL only area.  So it might be possible.

---

@Baldrick1 wrote:

I have it from a very reliable source that the BT version of their hub incorporates QoS features that prioritise voice traffic

---

Well yes and no !

The router that any new BT customer will receive is the "BT Smart Hub 2"

The "BT Smart Hub 2" does prioritise VoIP traffic using a separate dedicated VLAN when connected by FTTP or VDSL.

  HOWEVER

The "BT Smart Hub 2" does NOT support prioritised VoIP when traffic is passed via ADSL.

My understanding is that the "BT Smart Hub 2" doesn't have any user adjustable QoS controls to optimise broadband.

On the higher speeds of VDSL and FTTP, VoIP priority is achieved simply by reserving a guaranteed bandwidth for the dedicated VLAN which is processed ahead of any other broadband traffic.

BT probably decided to not similarly provide VoIP prioritisation on ADSL as reserving fixed bandwidth for a VLAN would take a noticeable  percentage of the users available upload bandwidth when it is already in short supply,. In 2025 is it worth BT bothering attempting to provide a consumer grade prioritised VoIP solution on ADSL that is about to be obsoleted (the final 4%) ?.

---

@Baldrick1 wrote:

---

I understand that @ColdharbourDave will need to transfer to another ISP and that ADSL is unlikely to be available if there's a faster option

In @ColdharbourDave 's case,  if he can get full fibre for £15/month and do away with both the failing copper lines and ADSL speeds, I'm not sure that its even worth contemplating attempting with SoADSL, or VoIP over SoADSL.

.

[#11]

Nothing changed. The only new device is  the PlusNet router.

I don't recall if internet banking had startyed freezing with TP Link- but the PlusNet router is infallibly freezing.

It froze just now and cut the internet for a minute or two to boot.

I cannot access my bank accounts.

The TP Link router is/was AC2000 wireless dual band ADSL2+ modem router Archer D50. 

I have had periodic problems with Google searches for a while. I just put it down to a glitch.

Now it is serious.

So you recommend I simply walk away from this ADSL contract and pay PlusNet over £300 for no service do you?

Nice work if they can get it.

[#12]

PS this is my internet banking screen currently:

Your connection is not private

Attackers might be trying to steal your information from secure.halifax-online.co.uk (for example, passwords, messages, or credit cards). Learn more about this warning

net::ERR_CERT_COMMON_NAME_INVALID

Turn on enhanced protection to get Chrome's highest level of security

[#13]

---

@ColdharbourDave wrote:

So you recommend I simply walk away from this ADSL contract and pay PlusNet over £300 for no service do you ?

---

Under UK law, Plusnet customers have rights to exit a fixed-term broadband contract early without paying early termination charges (often referred to as exit fees or outstanding monthly fees for the remaining term) if an ongoing connection fault constitutes a breach of contract. These rights stem primarily from the Consumer Rights Act 2015 (CRA), which requires services to be provided with reasonable care and skill, and Ofcom regulations, including the Voluntary Codes of Practice on Broadband Speeds (to which Plusnet is a signatory). Here's a breakdown of the key conditions and process:

1. General Conditions Under the Consumer Rights Act 2015

• Nature of the Fault: The connection issue must be significant and persistent, meaning it prevents you from using the service as expected (e.g., frequent outages, unreliable connectivity, or complete loss of service). Minor or one-off problems typically don't qualify.
• Provider's Opportunity to Resolve: Plusnet must be given a reasonable chance to fix the fault. This usually involves:
  • Reporting the issue through their support channels (e.g., phone, app, or online fault checker).
  • Allowing time for diagnostics, engineer visits, or other remedies (often 2-4 weeks, depending on the complexity, but no strict universal timeframe—reasonableness is assessed case-by-case).
  • If the fault persists after multiple attempts or isn't fixed within a reasonable period without significant inconvenience to you, this can be considered a breach.
• Right to Terminate Without Penalty: If the fault isn't resolved, you can terminate the contract. You won't owe early exit fees, and Plusnet can't charge for future unused services. However:
  • You may still need to pay for services used up to the termination date.
  • Any equipment (e.g., router) must be returned if required, or you could face a charge for it.
  • Refunds for past overpayments or compensation for the fault (e.g., via Ofcom's automatic compensation scheme) may apply separately—e.g., £9.33 per day for delayed repairs beyond two working days.

2. Specific Conditions Under Ofcom's Broadband Speeds Code (for Faults Affecting Speed)

• If the connection fault results in speeds consistently below the "Minimum Guaranteed Speed" (MGS) quoted at signup (e.g., due to line issues or network problems):
  • Monitor speeds 10 days after activation (or fault onset) using Plusnet's tools or independent testers.
  • Report it to Plusnet, who must investigate and attempt fixes (e.g., line optimizations or engineer visits) within 30 days.
  • If unresolved after 30 days, you have the right to exit penalty-free. This is explicit in the code and overrides contract minimum terms.
• Note: This applies to speed-related faults but can cover connection issues if they impact performance. Plusnet provides your MGS in your contract summary or online account.

3. Process to Exit the Contract

• Step 1: Report and Escalate Internally: Contact Plusnet support to log the fault. If unresolved, make a formal complaint via their complaints process (detailed on their website). They have 8 weeks to respond under Ofcom rules.
• Step 2: Seek Deadlock or Wait 8 Weeks: If Plusnet doesn't resolve it or you reach a "deadlock" (they confirm they can't fix it), request a deadlock letter.
• Step 3: Escalate to ADR: Take it to an Alternative Dispute Resolution (ADR) scheme like the Communications Ombudsman or CISAS (free for consumers). They can rule on whether you can exit without fees and may award compensation. Decisions are binding on Plusnet but not on you.
• Step 4: Terminate: Once approved (by Plusnet or ADR), give notice (typically 14 days, per Plusnet terms). If switching providers, use the One Touch Switch process to avoid downtime.

Additional Notes

• Evidence is Key: Keep records of fault reports, speed tests, engineer visits, and communications to support your case.
• Exceptions and Limitations: This doesn't apply if the fault is your fault (e.g., damaged equipment) or due to external factors beyond Plusnet's control (e.g., severe weather). If you're still in the 14-day cooling-off period from signup, you can cancel for any reason without fees.
• Compensation: Separate from exit rights, you may qualify for automatic payments under Ofcom's scheme for total loss of service (£29.15 for a missed engineer appointment) or prolonged faults.
• For the most current details, check Plusnet's terms or Ofcom's website, as policies can evolve.

[#14]

@ColdharbourDave 

Apologies if I missed it, but did you check as to what's available on your line using the following.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Taking a screen image (hiding your number) and posting on here would allow others to advise.

Full Fibre shows up as WBC FTTP in the left hand column.

If it's not available you could try the OR site to see if there are any plans - www.openreach.co.uk 

Brian

[#15]

---

@ColdharbourDave wrote:

So you recommend I simply walk away from this ADSL contract and pay PlusNet over £300 for no service do you?

---

I'm not sure who you think is suggesting that?

If Full Fibre is available then you can upgrade to this with Plusnet and go through the hassle of stting up VoIP with a third party provider. Alternatively, if you could ring Plusnet they will arrange for you to move to EE with a Digital Phone option.

Neither would result in any cancellation charges providing you do it via Plusnet.