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Connection keeps dropping

hrsnyh
Hooked
Posts: 7
Registered: 19-09-2016

Connection keeps dropping

As the title says, connection keeps dropping to the point where I am struggling to stream video and play online games. Multiple restarts of PC/Router/Modem have not fixed the problem. It started occurring about a week ago and is progressively getting worse over the last day or 2. Was wondering if anyone is able to look at my line/connection and tell me if I can fix anything, thanks! 

7 REPLIES
Gel
Pro
Posts: 1,387
Thanks: 133
Fixes: 10
Registered: 02-08-2007

Re: Connection keeps dropping

Follow link below to start fault process; posting router stats would also be useful.
Are all your connections wireless?
If so change router channel.
Plusnet Staff
Plusnet Staff
Posts: 17,640
Thanks: 534
Fixes: 159
Registered: 05-04-2007

Re: Connection keeps dropping

Hi there,

 

Sorry that you're having problems with your connection. I've checked the connection logs and we're not seeing many disconnections:

 

As @Gel asls, are you on a wireless connection and if so do you experience the same connection drops on a wired connection?

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
hrsnyh
Hooked
Posts: 7
Registered: 19-09-2016

Re: Connection keeps dropping

Hi there, just done the BT Speed test and my speeds are lower than usual. Usually I get around 25-28mb down but now I am getting 15-18. Also the upload speed is 0.40 which is a bit strange as we normally get around 2-2.5 upload speed. Worth mentioning I have been experiencing these problems on a wired connection

Plusnet Help Team
Plusnet Help Team
Posts: 4,160
Thanks: 865
Fixes: 212
Registered: 21-04-2017

Re: Connection keeps dropping

Sorry to hear of the problems you're having.

 

My tests are showing whilst your downstream speed is on target, your upstream is considerably below the estimated speed of between 5.5 Mb/s and 7.3 Mb/s.

 

Sync Status In Sync
Downstream Speed 22.2 Mbps
Upstream Speed 0.6 Mbps

 

If you haven't already, I'd advise going through the checks here and if you are still having problems then raise a fault here.

Let us know how you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
hrsnyh
Hooked
Posts: 7
Registered: 19-09-2016

Re: Connection keeps dropping

Not sure what my speeds are as it is now taking me about 5 minutes to load each web page... Can't raise a fault because the connection times out when I try and sign in to the members centre.. 

 

Is there any way you can raise a fault for me as I am unable to do so at this moment.

Plusnet Help Team
Plusnet Help Team
Posts: 4,160
Thanks: 865
Fixes: 212
Registered: 21-04-2017

Re: Connection keeps dropping

I can raise a fault for you, but ideally we need you to run through a few checks first before we send an engineer as it will be an appointment so there may be charges if the fault lies with your internal wiring or equipment.

I'd advise plugging your router into the test socket, which is found behind the faceplate of the master socket.

This should bypass your internal wiring.

 

Let us know how you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
hrsnyh
Hooked
Posts: 7
Registered: 19-09-2016

Re: Connection keeps dropping

Connection seems stable at the minute so I'll leave it as it is for the time being, but if the problem reoccurs then I'll test the master socket, thanks for the assistance