Constant disconnections, now unbareable, slow speeds, noisy line especially in wet weather. no help.

[#1]

Hi, I will try to keep it simple.

Broadband has been disconnecting for years especially in wet weather, and landline noisy.

Have been putting up with it but since about 6 months ago speed has been dropping, since March '25 really low speeds (like dial-up) and constant disconnections to every few minutes. Ping has been from 10-20ms to over 140ms

The best I was getting 35mbps to 52mbps on lan to ps4 console, now its 5mbps if lucky.

I've stripped it back to the Master Socket, swapped cables, filters, reset Hub 2 etc. to no joy. Line is still noisy (crackling), doing 17071 with cabled phone, phoned for help but got told no noise on line, stated everything was back to the master socket but wouldn't book an engineer as "there is no problem"...?

I'm thinking fault with copper connections (backed up by wet weather) and possibly on a 'hot card' for low speeds, or perhaps router has auto slowed because of constant disconnects???

Now that the warmer weather is coming in line is getting stable but speeds are still dire....

Have uploaded speed tests, event log.csv and router tech info,


I would like an engineer to be booked but don't know what I can do now as I've done it...lol.


Thanks for everyone's time in advance
and I am a 24hr Carer, so monitoring replies won't be speedy, Sorry.

[#2]

Looking at the Help desk information , you have a major line fault! The noise margin is astronomically high , giving very low speeds.

Check on the Btw checker https://www.broadbandchecker.btwholesale.com/#/ADSL for your 'Downstream handback threshold' speed and I'd be amazed if your current speed is anywhere near that! . In which case report a fault AGAIN and say that not only is the line crackly BUT you are also below the Handback speed(MGALS) .

Maybe you'll get a sensible agent this time...

[#3]

If you have the router in the master socket and nothing else in the way of internal wiring connected (except perhaps a phone also plugged into the master socket) then the fault must be on the Openreach side of the system.

I don’t suppose you have full fibre available, that would sort that problem.

[#4]

Hey @AD_4_GMD, Welcome to the forums 👋

Although I wish it were under better circumstances, I have ran some tests on your line and reviewed the sync speed data for the last 30 days. It appears there is a fault that requires an appointment with Openreach to resolve. I attempted to call the main number associated with your account, but unfortunately, it was not a good time. I have opened a ticket for your account. If you can provide a suitable time for an appointment, please let me know. If you'd like us to book it ASAP, just reply to this ticket.

Ticket: https://www.plus.net/wizard/?p=view_question&id=247686071

[#5]

Hi, I Appreciate the reply, I didn't need to call back as they have contacted me to arrange an engineer, so Many thanks for input. All the Best

[#6]

Hi , newbie here, I thought I was replying to the individual reply Doh!
So my Thanks to all
MisterW - markhawkin - and - Marsh - for responding

[#7]

Back again, Thanks for previous help the open reach engineer came out (very polite and efficient), said the fault was at the exchange, mentioned all the possible complications of what could be the cause but then stated basically cables were not shielded from one another, 'fixed' it but did warn it may return as it might be due to the cables being moved again or other...

Alas it has, at first speed was up to 68mbps (super, great, smashin') but then 3-4 days after gradually coming down 58, 42, 31, 22 etc disconnects have increased as well, now back to being unbearable again. sad

Have added some event logs, any help.....?

I'll get back in touch with plusnet direct, but trying this method first as it's more effective. All the Best

[#8]

@AD_4_GMD 

The event log entries for the DSL connection suggests there is a line fault, you need to contact support again.

[#9]

@AD_4_GMD 

After testing your line, does look like it has a fault on it.

An internal visit will be needed to resolve this, I have opened a fault  ticket on your account, if you could reply to it with your availability for an engineer we will be able to arrange this for you.

Appointments are available from the 28th of May, here is the ticket I opened, have a look at the availability and respond on there so we can book it for you.

https://www.plus.net/wizard/?p=view_question&id=248093441

Please let us know if there is anything else we can help with in the mean time.

Thanks, Lex

[#10]

Thanks Dan_the_Van and LexLex2020 for the replies, appreciate it.
I have responded to the raised ticket, so fingers crossed and All the Best.

[#11]

Hi all, I'm (open) reaching out again.....hee,hee

I've been putting up with it for over a month now (since the last reply), as Family health/work issues have taken a lot out of my mental power ( I know boo hoo, LoL) and I've just been fed up with the connection as it's been 'hit and miss'.

Even though the line fault has been diagnosed outside the house from the first OR engineer, the last engineer to come out, very polite but, was reluctant to check the physical line 'up the pole' and just kept saying I need to keep resetting the router everyday to get rid of it (ha, ha).

So..... still massive disconnections anytime of the day, even at full strength, however, ironically, that has diminished again also to 7, 14, 21mbps at best.....

I'm at a loss, I know swapping to full fibre "might" be less trouble but that's not the point....

If an appointment is made, I would prefer a 'PM' slot.

All the Best

[#12]

@AD_4_GMD That last couple of error logs show a very disturbing picture - I suggest you get back to PN  support and ask them to arrange a competent OR engineer to investigate your connection properly.

[#13]

---

@AD_4_GMD wrote:

I'm at a loss, I know swapping to full fibre "might" be less trouble but that's not the point....

---

The point is, you obviously have a bad line that has been giving problems for years. It might be aluminium cored cable, which is renowned for being unreliable.

It reads like you can either stick with principles and insist that there's further attempts to patch it up, or, if it's available at your property, take the opportunity to rid yourself of the problem for ever by updating to Full Fibre.

[#14]

To add: your attenuation figures, which should remain fairly constant, are all over the place, which suggests a fault somewhere outside your property.

[#15]

Hey @AD_4_GMD Thank you for getting back in touch and I am really sorry to hear the issue is still not resolved.

I have tested your line today and our system has detected a fault which will require an appointment. I have called you to check which date is best suited for you, unfortunately I could not reach you.

At your earliest convenience please reply to the open question on the account https://www.plus.net/wizard/?p=view_question&id=248906274