Intermittent Broadband connection - 3x engineer visits and unresolved

[#1]

Hi, 

Any help or advice appreciated as I am struggling with a internet connection that keeps going down. 

Event log from router attached.

Brief history:

First issue occurred in mid-July, engineer came out fixed a fault - service resumed ok.

However since 30th July (confirmed by Plusnet support), my broadband connection has dropped multiple times, some are short 1-2minute blips, but I have had a few longer periods 2-4hours. 

Now, I have had 2 further engineers in August, they see faults, fix faults (not sure on the specifics!) mainly changing socket covers and wiring - note I have used the same connection for 11years without issue. 

Today I had a senior engineer come, who went and fixed an issue in the "cupboard" (I live in a block of flats), he said there is no issue with the line now, and if it happened again it was an issue elsewhere...

Within 2 hours of him leaving it happened again, but speeds have also dropped considerably. I'm at a loss at what could be causing it, I've looked at the logs and wondered if its related to the DCHP lease but I'm not technical in that way to understand.

I did have a tplink which was connected, but I turned that off a couple of days ago to see if that was the cause - issue still continues.

I don't have many devices which would be connecting.

I did have the older router, but got given a new Hub2 towards the end of July, to rule out router issues. 

Package info - I have a basic broadband with phoneline, cannot get full fibre. The Engineers seem to keep connecting and disconnecting my phoneline when they come (I don't care which way if either works as I don't use it)

This are from speed tests today, but is pretty typical. I find the morning I get the best speeds. (Date / Time / download mbps / upload mbps) 

28/08/25	08:24	15.8	0.29
	09:00	Disconnected by Engineer
	09:53	29.3	7.86
	10:16	27.5	6.71
	10:22	29	9.02
	11:04	26.7	6.75
	11:23	25.4	9.22
	11:53	Disconnected
	11:54	28.6	6.88
	12:01	Disconnected
	12:02	28.5	1.94
	13:46	0.49	0
	14:20	4.8	0.1
	14:22	7.17	0.18
	15:02	4.76	0.09

[#2]

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[#3]

@mhouric 

I've looked at the logs and wondered if its related to the DCHP lease but I'm not technical in that way to understand.

Its nothing to do with DHCP leases. Looking at that log , you've had 5 DSL drops already today!

Get back to Plusnet, tell them that the line is still dropping and the fault hasn't been fixed!

[#4]

OK, thank you @MisterW  I have commented back on my open support ticket.

A very frustrating issue, I'm sure you come across this a lot 🙂

[#5 · Accepted solution]

Thought I would add a follow up post in case anyone comes across this in future.

I turned off all my devices connecting to my Router and left my House for an afternoon and saw that the service was still dropping on the Router homepage - I then pushed for yet another Engineer to come visit.

Finally the 5th BT OpenReach Engineer, agreed to move my port and line in the cabinet after I pushed for it. Low and behold it solved my issue after over a month of drop-outs, inconsistent speeds and not getting 40/10.

My connection has been stable for 5 days now so I am pleased it is resolved.

However I am disappointed with Plusnets "gesture of goodwill" being 1 month credit; it doesn't quite cover the toll it has taken. Dealing with all the cut-outs, investigation, time on the phone, waiting around for engineers, cost of P&P for new router (when my old one was actually fine!), cost of additional data to hot-spot. 

They haven't taken much thought to the fact that my internet was barely usable when it was running as the speeds were so poor. And as it was only consistently down for a few long periods (a couple 4, 2 and 1 hour drop-outs) it doesn't auto qualify for compensation. They could do better after being a loyal customer for 11 years this is the first time I've been truly disappointed in them as I'm basically at net even cost wise, it's maddening.