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Frequent Disconnections at around 10:10 pm

DangerDonna
Dabbler
Posts: 18
Thanks: 1
Registered: ‎20-01-2021

Frequent Disconnections at around 10:10 pm

We have recently been having disconnections on our broadband at similar times of around 10:10 pm on several nights. We are usually FaceTime calling with family at that time and often get disconnected and see the router blinking orange before coming back on and being ok. Never noticed the issue at other times of the day, always seems to be between 10:00 pm and 10:15 pm (usually 10:10 pm). Its very frustrating, probably happened at least 5 or 6 times over the past couple of weeks.

There has been no change in the router, connection or LAN.

4 REPLIES 4
Townman
Superuser
Superuser
Posts: 23,031
Thanks: 9,615
Fixes: 160
Registered: ‎22-08-2007

Re: Frequent Disconnections at around 10:10 pm

Is that the time that your central heating switches off?

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.  From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link.  NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.


 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

DangerDonna
Dabbler
Posts: 18
Thanks: 1
Registered: ‎20-01-2021

Re: Frequent Disconnections at around 10:10 pm

No the central heating isn’t currently on. Will try the line test when we get hold of a corded phone.
Townman
Superuser
Superuser
Posts: 23,031
Thanks: 9,615
Fixes: 160
Registered: ‎22-08-2007

Re: Frequent Disconnections at around 10:10 pm

Anything else switching at that time - smart plugs - security lighting - have a look around for something switching at that time.

Which router are you using?  If the Plusnet Hub One then consider downloading routerstats for the BTHH5a (they are the same - see the link below.

Configure it with your router's admin pass word and set it running 24x7 and see what the line stats show.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,573
Thanks: 10,294
Fixes: 1,600
Registered: ‎21-04-2017

Re: Frequent Disconnections at around 10:10 pm

Hi Donna, I've just been testing your line and the tests aren't showing the cause for the drops, but I'd second Townman's advice and let us know how it goes once you've had a chance to check our your phone line from your side. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet