Disconnects - Help Please

[#1]

I don't spend my life online but often when I am on I find it disconnected.

The stats in the router show 'Disconnected' or 'Network Cable Unplugged'

However, the Network cable is secure and everything is sound to the Master Socket

Perhaps a check on the line? Please

[#2]

@superuser 

Quickest way, apparently is to report a problem via: Report your broadband problem | Help | Plusnet 

If you don't get an answer within 15 or so minutes, or the bot says you don't have an issue, come back here and we may be able to offer further advice.

[#3]

I can't get anywhere there as I can't complete the questions because it looks like some of them are related to the PlusNet Router. I use an Asus DSL-AC68U

The fault is intermittent 

Mostly it seems to crop up in the early morning

[#4]

OK, @superuser - as I'm an ex-PN customer who left before the system was introduced, I don't know how it works, sorry. I don't know the AUS, but is it a modem/router, or just a router, and can you get any useful data - connection speed/SNR/logs out of it?

[#5]

I'm really sorry for the delayed response @superuser, we've been extremely busy on Social Media lately so it's taking us a while longer to respond on here. 

Looks like Openreach maintenance on the line to me, given the time of of which the disconnections took place, and the random nature of them. Things are looking better now. Let me know if you're still having any issues though. 

[#6]

Thanks

It's been OK

It was really early morning when it last happened and tends to be then IIRC

Bit odd but Hey Ho

[#7]

Happened again

5.30am today

Why would they be doing maintenance at that time?

[#8]

@superuser the maintenance 'window' is (usually) 00.00-0600, so you could experience disconnections any time during that period, but to be honest you do appear to be experiencing a large number - I wonder if there is something else going off. Can you say which exchange you are on?

[#9]

Lochgilphead
But my postcode is
PA308EE

[#10]

OK. Didn't need the postcode. I'll have a look and see if I can see if there has been any maintenance around that exchange later.

[#11]

Just checked - there was nothing showing as planned maintenance over the last 7 days, but I suspect only long planned outages are shown in the OR database.

[#12]

Bonkers disconnects today 14/10/22 at 14.30hrs and onwards

Impossible

On Off On off.......

[#13]

@superuser Providing your phone line is silent when tested, I suggest raising a broadband fault via:  https://www.plus.net/help/report-a-problem/broadband/

[#14]

Hi @superuser,

I'm really sorry to see you're having connection issues again. I've tested your line and the tests are showing packet loss on the S-VLAN infrastructure at the exchange. The SVLAN is where our suppliers equipment joins Openreach's network. 

I've raised a fault with our suppliers and we'll update you as soon as we know more. 

[#15]

I really always appreciate how speedy Plusnet is on these things

Thank you