cancel
Showing results for 
Search instead for 
Did you mean: 

Disconnections - How to resolve?

Midville
Grafter
Posts: 376
Registered: ‎05-04-2007

Disconnections - How to resolve?

Hi Guys, over the last few months my internet has been discounted a number of times ( a few times a day / sometimes not at all) with a red light showing on my router - NETGEAR DGN 3500 on ADSL Max.
My Stats are 8128 kbps / 832 kbps
                      13.2db          6 db
                        13.2 db        18 db
Is there a way to see if it’s a router fault or a line issue?
Thanks
Jason
14 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: Disconnections - How to resolve?

Hi there, sorry to hear about the issue.
Which light do see going red when you get disconnected by the way?
I'm unable to see an obvious reason for the problem but given the level of disconnections we're picking up at the moment I'd get a fault raised ASAP: http://faults.plus.net
Adam
<img src="http://community.plus.net/visualradius/generated/image13853872973400.png"/>
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Midville
Grafter
Posts: 376
Registered: ‎05-04-2007

Re: Disconnections - How to resolve?

Hi adam, its the internet (WAN) light sort of a funny question mark.
Midville
Grafter
Posts: 376
Registered: ‎05-04-2007

Re: Disconnections - How to resolve?

Fault raised - thanks so far Adam.
Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Re: Disconnections - How to resolve?

Do the disconnects correspond to the ringing of an incoming phone call?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Midville
Grafter
Posts: 376
Registered: ‎05-04-2007

Re: Disconnections - How to resolve?

For Jelv - nope just seems random except when I am trying to watch love film on the TV and I have to reset the router. But looking at adams graph there does seem to be a cluster around late afternoon.....
Midville
Grafter
Posts: 376
Registered: ‎05-04-2007

Re: Disconnections - How to resolve?

For support : could someone give this ticket / question a nudge Question #77694819 unsure if 2 1/2 days is too early / late or about right for giving a reply / answer - seems to me that a phone call would be quicker.
Many Thanks
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: Disconnections - How to resolve?

Hi Midville,
Bear with us as someone from our faults team will be picking up your ticket ASAP.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Disconnections - How to resolve?

Further to the above I've just had a quick look at the line, currently you've a connection for over 24 hours at a sync rate of 8128 which would suggest things are looking more stable - is that not the case? This won't affect when the faults team update you by the way, just asking.
Midville
Grafter
Posts: 376
Registered: ‎05-04-2007

Re: Disconnections - How to resolve?

No worries Adam - unsure of your timelines but a simple Bear with us we are very busy in the ticket would please me and I guess the majority of people. Stops me thinking its fallen down a crack somewhere.......
Midville
Grafter
Posts: 376
Registered: ‎05-04-2007

Re: Disconnections - How to resolve?

I have been out and about yesterday but not red light when I got home.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Disconnections - How to resolve?

So is the connection working alright at present, or is the fault still showing?
Midville
Grafter
Posts: 376
Registered: ‎05-04-2007

Re: Disconnections - How to resolve?

Matt it has been working fine today no issues - however just like the info in adams graph it has been discounting / red light etc for the past 6 - 8 weeks.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Disconnections - How to resolve?

Understood, I was just trying to say maybe the fault has fixed itself? The connection I mentioned yesterday is still ongoing and at the max available speed so things are looking very good Smiley
<img src="http://community.plus.net/visualradius/generated/image1385722143600.png"/>
Midville
Grafter
Posts: 376
Registered: ‎05-04-2007

Re: Disconnections - How to resolve?

Thanks Matt - it went off whilst streaming Lovefilm last night. It is odd as it has always been rock solid up until 6 weeks or so ago.