Daily disconnection. Every. Single. Day.
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Daily disconnection. Every. Single. Day.
11-01-2017 7:34 PM
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Every day now for at least the past 2 weeks my broadband has disconnected for a couple of minutes. It only seems to do it once a day, at random times. I have a One Hub. The light turns orange and flashes for a bit, then it goes steady before turning blue again. Now, is it my hub or PlusNet? I've never had an issue with the service for the last 5 years (except recently with the server ping/latency issues) I did a factory reset last night, but 5 minutes ago the router disconnected again. Sooo, options please?
Re: Daily disconnection. Every. Single. Day.
11-01-2017 7:59 PM - edited 11-01-2017 8:01 PM
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Hi silkysean
I had something similar a while back,called Plusnet,they,raised a ticket,arranged a BT Openreach engineer to visit,(first one didn't find do much in the way of fault finding to be honest)
Second Openreach engineer spend a good 3hrs here testing everything,to discover some broken aluminum wires in the inspection junction box thing!!!
Call Plusnet tech team they will raise a ticket,test your line etc.Might take a bit of time,but stick with it,I got great service from the Plusnet team,also log the times of disconnection too
No expert here,you understand,but my experience might help a bit, and good luck
Re: Daily disconnection. Every. Single. Day.
12-01-2017 8:46 AM
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Hello @silkysean
Sorry to hear you're having issues with your broadband. I'm testing your broadband,
Upstream DSL Link Information | Downstream DSL Link Information | |
Loop Loss: | 5.5 | 20.5 |
SNR Margin: | 6.5 | 3.3 |
Errored Seconds: | 0 | 455 |
HEC Errors: | 0 | |
Cell Count: | 3656576 | 96152653 |
Speed: | 1075 | 21015 |
There are a considerable amount of errored seconds, so I've reset your line to increase the signal to noise ratio to 6db in an effort to stabilise the line and reduce those errors.
It seems to have done the trick:
Downstream Link Info
Loop Loss | SNR Margin | Errored Seconds | Hec Errors | Cell Count | Speed |
---|
20.5 | 6.1 | 7 | N/A | 6191725 | 19340 |
If you do continue to experience further issues I'd probably recommend connecting your router into your test socket, as explained here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242 if you haven't tried this already.
Failing that, best to raise a fault to us at http://faults.plus.net
I hope this helps.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Daily disconnection. Every. Single. Day.
31-01-2017 5:18 PM
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Hmm. Could you look again please? It is still doing it. I have a feeling you've increased the SNR margin and have reduced by BB top speed to no avail. Think I'd like it put back to 3
Re: Daily disconnection. Every. Single. Day.
31-01-2017 5:24 PM
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Certainly, though I'm on annual leave at the moment.
If your thread isn't picked up by any of my colleagues this week I'll look into things on my return.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Daily disconnection. Every. Single. Day.
31-01-2017 5:59 PM
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silkysean wrote: (snipped) my broadband has disconnected .... It only seems to do it once a day, at random times. I have a One Hub.
This could be totally unrelated, but are any of your devices backing up data to the cloud or are you uploading during the time this drop occurs?
If so, there's an issue with sending an unknown amount of data to the cloud/www and is causing the Hub One to drop the connection.
(if not, then please ignore this post;))
Re: Daily disconnection. Every. Single. Day.
31-01-2017 6:59 PM
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Nope, no uploads just iplayer and online gaming. It's dropped on me four times in the space of 3 hours now
Re: Daily disconnection. Every. Single. Day.
02-02-2017 8:46 PM
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I'm going to have to go down the fault finding route, i'm getting disconnected constantly now. Every hour or so
Re: Daily disconnection. Every. Single. Day.
06-02-2017 9:12 AM
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The SNR target has dropped again:
Downstream Link Info
Loop Loss | SNR Margin | Errored Seconds | Hec Errors | Cell Count | Speed |
---|
20.5 | 2.8 | 1 | N/A | 6360 | 20509 |
Likely causing these disconnections:
I've raised it again and I've placed a modify order custom stability settings, which will help prevent the DLM from dropping it down again.
If this post resolved your issue, please click the 'This fixed my problem' button
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