Constant disconnections

[#1]

Hi,
I’m experiencing constant disconnections from the internet since yesterday, every 5 minutes or so. The router sometimes blinks orange when there’s no internet but doesn’t always.and often stays blue suggesting no problems.

My parents who live within a mile are experiencing exactly the same issue the internet is unusable.

[#2]

@richardt It it is possible there is an area-wide fault with the Openreach network - enter your phone numbers in here to check: https://status.zen.co.uk/broadband/ If that returns no results, post back for further help.

[#3]

Thanks, I've carried out the check and there appears to be no fault for either my phone number or my parents.

[#4]

In that case, in the first instance -

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

Again - let us know the result.

[#5]

Hi, I only have broadband, no phone line - I realised that as I was entering it on the Wholesales checker.  I performed the quiet line test yesterday on my parents line and everything was OK. I've sent a text to their help line.

[#6]

OK - that is the reason for the final comment in that message.

[#7]

Sorry, I've confused myself.  

I entered my old phone number in the line test and also my parents phone number.  My parents do have a landline.

[#8]

And your parents line was clear? Ignore anything on yours, I don't know if you get anything on a SoGEA connection.

[#9]

Yeah, their line was clear.

They're posting out a new router to my parents which is unlikely to solve the issue as I swapped out the router with a spare I had.

[#10]

Is it possible to post yours and your parents error Logs? Which Hubs are you both using, and then I can possibly offer more advice? As you say, a new Hub will not solve the issue.

[#11]

I've contacted support and they've ran a few tests, the line test was ok, it showed drop outs yesterday but when they tried to run a router test it showed my router as being offline which is odd.

I'm not at home now but I'll get the logs when I get back.

[#12]

OK.

[#13]

Forgot to add, I'm using the Plusnet Hub 2.

My parents had an really old BT hub two or three which I switched out to a BT Hub 6 - I know was working fine when I replaced it just last year.

[#14]

OK, I really need the full logs - do you know how to get them from your Hub? I  don't know your parents kit, but hopefully you can extract something useful from it?

[#15]

Yeah its in the advanced settings under 'Event Logs'