cancel
Showing results for 
Search instead for 
Did you mean: 

Dropping connection

DerbyLad
Dabbler
Posts: 13
Registered: 15-11-2016

Dropping connection

Hi All,

At least 4 times a day my internet drops connection for a short time.

It varies from what seems 1 minute to 3 or 4 minutes.

Having read other posts I checked my router.

Whilst checking I lost connection, my router went from saying the following on 'Connection Status'

 

 

Internet status: Connected

WAN IP Adress: (ip address listed)

Broadband Username: (user name listed)

Wi-Fi Network: (says my wifi network name)

to

Internet status: DSL Down Connected Disconnected Connecting Bridge Not configured

WAN IP Adress: 

Broadband Username: Change

Wi-Fi Network: (says my wifi network name)

Any ideas or suggestions?

23 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,553
Thanks: 250
Fixes: 111
Registered: 01-01-2012

Re: Dropping connection

As you're on Fibre and using the Hub Zero it will always report the DSL connection as down due to the Hub Zero not having a fibre modem built in.

Your connection actually looks quite stable as shown below. Are you connecting over wired or wireless?

image14792112094920

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
DerbyLad
Dabbler
Posts: 13
Registered: 15-11-2016

Re: Dropping connection

Hi,

 

I'm wired.

I have lost connection to the router 3 times this morning that I have noticed.

 

Also for the 1st time ever, on Saturday or Sunday (I forget which) my mobile phone lost connection and was asking for the password.  When I inputed the wifi password it said it was wrong.  I tried a few times till eventually I gave up and rebooted the router.  After the reboot it connected automatically.

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 4,553
Thanks: 250
Fixes: 111
Registered: 01-01-2012

Re: Dropping connection

What happens when you lose connection?

Do you get a particular error?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
DerbyLad
Dabbler
Posts: 13
Registered: 15-11-2016

Re: Dropping connection

I don't get an error message.

 

The way I know is that web pages will not load, my email programme can't connect and I also notice that my 'Google Drive' sync icon greys out

DerbyLad
Dabbler
Posts: 13
Registered: 15-11-2016

Re: Dropping connection

Could it be a problem with my router?

Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Dropping connection

It's possible. I have seen this before:


 Internet status: DSL Down Connected Disconnected Connecting Bridge Not configured 


It should just show one status, rather than all possible statuses. Have you tried a factory reset?

 

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
DerbyLad
Dabbler
Posts: 13
Registered: 15-11-2016

Re: Dropping connection

Hi Anoush,

Today I have done a factory reset, so will see what happens and let you know.

 

DerbyLad
Dabbler
Posts: 13
Registered: 15-11-2016

Re: Dropping connection

Ok, I reset the router and I'm still having the same problem.  Is it possible for Plusnet to send me out a new router or do I need to buy one?

Community Veteran
Posts: 4,766
Thanks: 1,051
Fixes: 27
Registered: 16-10-2014

Re: Dropping connection

@DerbyLad - Are you running Windows 10 by any chance?

DerbyLad
Dabbler
Posts: 13
Registered: 15-11-2016

Re: Dropping connection

Hi Mook,

No, I'm on an iMac running Sierra 

Community Veteran
Posts: 4,766
Thanks: 1,051
Fixes: 27
Registered: 16-10-2014

Re: Dropping connection

Ah well @DerbyLad in that case can I suggest you set the Duplex control on your Ethernet card as shown here:

However do not set the Speed or MTU unless you are connected to a switch that supports it and leave it at their defaults.

You may think it's (I'm) bonkers but please try it.

DerbyLad
Dabbler
Posts: 13
Registered: 15-11-2016

Re: Dropping connection

Hi Mook, 

I have made the changes and will monitor and let you know if things improve.

Thank you for your help

milner
Newbie
Posts: 1
Registered: 17-11-2016

Re: Dropping connection

I had a very similar problem recently, with the latest Hub One router. It went on for weeks until I got a new one from Plusnet. The problem was solved immediately, as long as my main computer, an iMac, was connected using ethernet. However other portable devices are not working very well using wi fi. I've tried all manner of things including changing the channels but wi fi isn't working as it should, where previously it did.

DerbyLad
Dabbler
Posts: 13
Registered: 15-11-2016

Re: Dropping connection

Hi @Mook ,

Unfortunately my connection is still dropping Sad

 

@milner

Looks like I might need a new router too

 

@Anoush @MatthewWheeler

Do you have any suggestions I could try?