Intermittent BB outage

[#1]

An update on my previous BB problem of intermittent outages well they are still happening. After another open reach visit on the 7th July we had our BB normalised  but that only lasted until 1st August where it went down for about an hour in the evening. These outages have been occuring since May this year. I am told by Plusnet that there is an external fault, so far it has taken two months so far, to find and fix and fix this so called external fault, it is now getting ridiculous , two months too find and fix an external fault I dont think so.

     My thinking is that these outages are being caused due to tinkering with the coppe cable network getting ready for there withdrawal, there is no other explaination..considering the amount of outages duration and times we are experiencing. I am now seriously .looking for another supplier after 18 years a plusnet customer

[#2]

@longshanks67 To be honest, if this is an external issue, unless you move to an altnet, the problem will follow you. Do you have an option for Full Fibre, which would also sort it?

[#3]

Hello John thanks for your reply

I have FTTC. As I explained this so called  "external fault " has now been going on for far tool long ( 2 months ) I am aware that 80% of suppliers use Open Reach and swapping providers probably won't  make much difference but frustration is starting too get the better of me. The only positive feedback I get is that there is an external fault !! Engineers are paid too find and fix faults, what on earth have they been doing for the past two months ? This BB problem has only started since the highly publicised change over from copper cable system too fibre and landline home phones are going. I have a couple of neighbour's who have had a few problems. I notice it more as we are a retired couple who spend most time at home where our internet gets a lot of use so we regularly notice these drop outs, analysing what time of day it happens and for how long it lasts it has too be caused by this big switch over, there isn't really any other explaination, with all the enquiries  Plusnet and other suppliers must get they can only check out our connections and give us one answer " external fault "

Regards

Brian

[#4]

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@longshanks67 wrote:

My thinking is that these outages are being caused due to tinkering with the copper cable network getting ready for there withdrawal

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Only if you live in any of these exchange areas (where removing copper is occurring between 2026 and 2028) -

• Allestree Park,
  Ballyclare, 
  Baynard (Wood Street),
  Beacon, 
  Carrickfergus, 
  Childwall, 
  Deddington,
  Glengormley, 
  Langford, 
  Lundin Links, 
  Kenton Road,
  Nazeing, 
  Staines, 
  Thames Ditton,
  Wraysbury

@longshanks67 

As @jab1 says, your permanent solution is to move to FULL FIBRE, and get off the copper network.

Whether or not Openreach FTTP is available, check for AltNet FTTH availability at your address - as AltNet FTTH is often cheaper, usually has much faster upload speeds than the Openreach offerings, and wait time for installation can be quicker.

[#5]

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@longshanks67 wrote:

... analysing what time of day it happens and for how long it lasts it has too be caused by this big switch over ...

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Which switch over are you suggesting is the cause ?

The current landline telephone service switch off, due to complete by 31st January 2027,  doesn't involve ANY changes to ANY copper wiring.  All that happens is that upstream from your local exchange, that your landline calls are (digitally via software) no longer routed to or from the exchange phone equipment. The exchange and associated wiring is physically untouched.

The later copper line switch off, where the telephone exchanges will be decommissioned, for most people will occur from 2030 (other than the exchanges listed in my previous post that are being used as a test run).  This will be the end for old ADSL broadband,  but it is likely that SOGEA copper lines to roadside FTTC cabinets in areas that still don't have Openreach FTTP, will continue to operate after the exchange equipment has been removed, and the "E-Side" copper wires disconnected.

Unless you are in the exchange areas I listed previously, there is almost zero chance that your broadband problem is associated with either of the Openreach "switch over" activities.

[#6]

@longshanks67 

What you must appreciate is that finding an intermittent fault is extremely difficult. An engineer can, for example, remake a poor connection but will have no idea if that has fixed the problem, all that can be done is wait to see if the fault recurs. The reason so much work is going on is to get people off this aged copper network, parts of which could locally be 100 years old.  To quote the previous Openreach CEO: “the PSTN is falling to bits”.

[#7]

As previously explained this so called external fault has been happening at various times of the day and occasionally through the  night starting half way through May, I cannot think of any other .logical explanation ,open reach remain silent and report back nothing.

[#8]

@longshanks67 

You appear to have an intermittent copper fault. As previously stated, this type of fault is extremely difficult to find.

Regardless of the cause, there is no chance that the 'tinkering' will be stopped to prove or disprove your theory. All that you can do is keep reporting that the fault still exists. 

[#9]

@longshanks67 

I've just been reading through your previous topics, and can see that there are many questions that you haven't answered, which makes it difficult for anyone here to help you !

1. Do you still have a landline phone, and if so what are your plans to move it elsewhere given that your wife wanted to keep it, as Plusnet are now trying to offload all their phone customers to EE if they fail to choose a better option elsewhere.
2. You have repeatedly been asked whether Openreach FTTP (full fibre) is available at your address, but still no answer. Are you ignoring the question, or would you prefer not to know that there might be an easy solution to your problems.
3. @jab1 has asked you to post on here the log files from your router, to see whether anyone here can spot a pattern.  If you need help with doing that, I'm sure @jab1 can help you with whatever it is that is stopping you doing this.
4. Have you asked Plusnet support to post in this forum a RADIUS chart showing the pattern of disconnections that your broadband is experiencing.  Again this would help us offer suggestions as to what the cause might be.
5. You have at least twice asked for advice for which ISP to move to, but you are still here. What are your thoughts on your requirements for a new ISP, and who are you considering ?.
6. How long do you have left on your current Plusnet contract ?
7. Which AltNet FTTH networks are available at your address ? - if you need help with this then either tell us your postcode or send it to me in a Private Message and I could take a look for you.
8. What is the situation now, are you actively chasing Plusnet to reject sending standard field engineers, but instead insist on a NGA specialist fault finding engineer with advanced diagnostic tools ?
9. If you do still have a phone service, what happens when you do a quiet line test ?, does your broadband fault also affect the phone quality with noise, hiss, or crackles ?

[#10]

@longshanks67 

Question #10 : Which router are you using ?, is it the Plusnet Hub Two, the ASUS running DD-WRT, or something else ?

[#11]

Hello.

I have a new hub 2 fitted last month.

[#12]

So, @longshanks67 , can you export the event log, and attach the resulting csv file to a post, please?

[#13]

Thanks Baldrick.

Perhaps I'm clutching at straws with my theories on the cause and progression of this intermittent but ongoing outages and downtime but in the 18 years I have been with Plusnet I have never experienced anything like this.

      For me this external fault is either fulll on or not at all, this fault has been intermittent for over two months. I am told in various replies that these external faults are very difficult too find and repair. what I can't get my head around is that after we had our last Open Reach engineer visit On the 7th July all returned  back too normal up untill 31st July then these outages  returned.

.

[#14]

As my attempts to help with this issue are being ignored, I shall refrain from further comment.

[#15]

@longshanks67  The simple explanation is that intermittent faults come and go, sometimes it all looks OK then it all goes wrong again. The Openreach "engineers" will hope that it's working when they are there and make a quick exit. You need to keep reporting that the fault has not been fixed. I seem to recall that after 3 Openreach visits a more specialised fault finding person may attend and actually try and locate the fault, this may take a while to solve, best of luck.