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Disconnects - Help Please

superuser
Grafter
Posts: 165
Thanks: 3
Registered: ‎10-10-2015

Disconnects - Help Please

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

146 REPLIES 146
jab1
Legend
Posts: 17,726
Thanks: 5,759
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Registered: ‎24-02-2012

Re: Disconnects - Help Please

@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.

John
superuser
Grafter
Posts: 165
Thanks: 3
Registered: ‎10-10-2015

Re: Disconnects - Help Please

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

jab1
Legend
Posts: 17,726
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Registered: ‎24-02-2012

Re: Disconnects - Help Please

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?

John
adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Disconnects - Help Please

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. Smiley Let me know if you're still having any issues though. 

 
 Adam
 Plusnet Help Team - Leeds
superuser
Grafter
Posts: 165
Thanks: 3
Registered: ‎10-10-2015

Re: Disconnects - Help Please

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

 

superuser
Grafter
Posts: 165
Thanks: 3
Registered: ‎10-10-2015

Re: Disconnects - Help Please

Happened again

5.30am today

Why would they be doing maintenance at that time?

jab1
Legend
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Re: Disconnects - Help Please

@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?

John
superuser
Grafter
Posts: 165
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Registered: ‎10-10-2015

Re: Disconnects - Help Please

Lochgilphead
But my postcode is
PA308EE
jab1
Legend
Posts: 17,726
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Registered: ‎24-02-2012

Re: Disconnects - Help Please

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.

John
jab1
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Re: Disconnects - Help Please

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.

John
superuser
Grafter
Posts: 165
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Registered: ‎10-10-2015

Re: Disconnects - Help Please

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

Impossible

On Off On off.......

jab1
Legend
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Registered: ‎24-02-2012

Re: Disconnects - Help Please

@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/

John
Gandalf
Community Gaffer
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Registered: ‎21-04-2017

Re: Disconnects - Help Please

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. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
superuser
Grafter
Posts: 165
Thanks: 3
Registered: ‎10-10-2015

Re: Disconnects - Help Please

I really always appreciate how speedy Plusnet is on these things

Thank you