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First, connection dropping every couple of minutes - now so slow ......

Rachaelsmith82
Dabbler
Posts: 17
Registered: 02-12-2011

First, connection dropping every couple of minutes - now so slow ......

Hey, just looking for some advice . I did raise issue with Plusnet yesterday but am yet to hear back from them.

The past week the Internet connection has been dropping every 5 minutes.  Now I have changed the microfilter and the internet has not dropped all afternoon but is extremely slow,  trying to watch Netflix which has never been an issue now keeps buffering every 2 seconds.
Wondered if anyone had any thoughts on issue i might be having seeing as the microfilter helped marginally ?

Thanks
48 REPLIES
SEPL
Newbie
Posts: 9
Registered: 17-11-2012

Re: First, connection dropping every couple of minutes - now so slow ......

I also have the same problem. Connection drops every 10-15 minutes. So annoying....
Community Veteran
Posts: 4,875
Thanks: 126
Fixes: 24
Registered: 14-07-2009

Re: First, connection dropping every couple of minutes - now so slow ......

@Rachaelsmith82, if the automated equipment in the telephone exchange sees your line as unstable (as it would if your connection drops every few minutes) then it will take measures to stabilise the connection but these will be at the expense of download speed.  If the problem really was a faulty microfilter then things should recover in a few days but check with Plusnet.
@SEPL, you may have the same problem but if the cause is the same that is only coincidence.  Raise a fault.
Rachaelsmith82
Dabbler
Posts: 17
Registered: 02-12-2011

Re: First, connection dropping every couple of minutes - now so slow ......

thanks for replies,
Internet still super slow,  so guess wait to see if it restores - hopefully soon!

Still no reply from PlusNet?  Embarrassed.
Community Veteran
Posts: 3,188
Thanks: 20
Fixes: 2
Registered: 31-07-2007

Re: First, connection dropping every couple of minutes - now so slow ......

first check when repeatedly dropping connection, noise on your phone line. dial 17070 option 2, if there is any hissing/crackling then you phone line needs fixed report it to who ever provides it.
Unvalued customer since 2001 funding cheap internet for others / DSL/Fibre house move 24 month regrade from 8th May 2017
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: First, connection dropping every couple of minutes - now so slow ......

Hi Rachaelsmith82,
Your sync rate has dropped lower and lower over a couple of days, you have had a high amount of disconnections but your line now seems to have stabled out.
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13533271608135.png" />
Are you plugged into the master socket through a single filter and have you checked that all other telephone sockets that are in use have a filter on them too?

Rachaelsmith82
Dabbler
Posts: 17
Registered: 02-12-2011

Re: First, connection dropping every couple of minutes - now so slow ......

Hi ,

As far as i am aware we do only have a master socket through a single filter , as soon as we changed microfilter the connection drops completely stopped but since then and today the our internet speed is excruiatingly slow - things like Netflix etc are just not functioning properly !
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: First, connection dropping every couple of minutes - now so slow ......

I'm going to suggest raising a <a href="http://faults.plus.net">fault</a> and completing the diagnostic questions, if you are still experiencing slow speeds once you've completed these then we will investigate this as a fault.
If you need any help or are unsure on anything please let me know.
Community Veteran
Posts: 26,718
Thanks: 931
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Registered: 10-04-2007

Re: First, connection dropping every couple of minutes - now so slow ......

They've confirmed that a faulty filter has been switched out. If the noise margin is high and the sync/IP Profile is low surely it would be appropriate to jump straight in with a SNR reset?
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)
Rachaelsmith82
Dabbler
Posts: 17
Registered: 02-12-2011

Re: First, connection dropping every couple of minutes - now so slow ......

I did raise a fault on friday but am yet to hear anything back ?  Embarrassed 
Whats a snr reset ?
Thanks
Community Veteran
Posts: 26,718
Thanks: 931
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Registered: 10-04-2007

Re: First, connection dropping every couple of minutes - now so slow ......

Basically it overrides the changes the exchange DLM has made when it was trying stabilise your line when you had the faulty filter. It resets it back as if it's a new line being activated for the first time.
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)
Community Gaffer
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Registered: 05-04-2007

Re: First, connection dropping every couple of minutes - now so slow ......

Quote from: jelv
If the noise margin is high and the sync/IP Profile is low surely it would be appropriate to jump straight in with a SNR reset?

The noise margin isn't high and the line isn't banded, hence the suggestion of opening a fault ticket.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 19,101
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Registered: 31-08-2007

Re: First, connection dropping every couple of minutes - now so slow ......

If you can heard audible noise on your line when using the phone, then it's a phone fault.
Community Veteran
Posts: 26,718
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Registered: 10-04-2007

Re: First, connection dropping every couple of minutes - now so slow ......

Quote from: Chris
The noise margin isn't high and the line isn't banded, hence the suggestion of opening a fault ticket.

Fair enough, I'd (wrongly) guessed it might be high as that is what we see in most cases when filtering faults are corrected. Assuming you've also checked that the IP Profile and Current Line Speed are appropriate for the current sync rate a fault is definitely the next step.
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)
Rachaelsmith82
Dabbler
Posts: 17
Registered: 02-12-2011

Re: First, connection dropping every couple of minutes - now so slow ......

Hi ,
If anyone from Plusnet reads this - Can you advise how long I should give before someone replies to my request ? I raised a fault on friday and have replied to it again this morning to ask for any response but I am still yet to hear anything .

Is it normal to have to wait 5 days before hearing any response?
I only ask as my partner says the current internet speed is 50 Kps at the moment !
thanks in advance