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Intermittent broadband dropouts

redsox9
Hooked
Posts: 7
Thanks: 1
Registered: ‎04-06-2016

Intermittent broadband dropouts

In the last 4 days my Broadband connection has been dropping intermittently.  Rebooting from my Netgear DG834 router interface reestablishes connection but it drops again after 30 minutes or so.  Often the connection returns after 15 minutes or so. I have tried the usual checks -- plugging my router to the nearest socket near the master (an old GPO with no test socket), trying different modems and different cables and power supplies but the problem remains.  Can some kind Plusnet tech please make a few checks and advise?  Here are the readings from my Netgear and from the BT diagnostic tests:

Netgear DG834  1924  29 Nov 2018
 
System Up Time 00:09:37
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 8359 6970 0 4735 9912 00:08:40
LAN 10M/100M 7339 9969 0 9412 5167 00:09:33

ADSL Link Downstream Upstream
Connection Speed 14173 kbps 444 kbps
Line Attenuation 21 db 5 db
Noise Margin 3 db 24 db

BT diagnostic report  1925  29 Nov 2018

1. Best Effort Test:  -provides background information.

 Download  Speed
 12.21 Mbps   

0 Mbps 21 Mbps
Max Achievable Speed

 Download speedachieved during the test was - 12.21 Mbps
 For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
 IP Profile for your line is - 12.5 Mbps

2. Upstream Test:  -provides background information.

 Upload Speed
 0.33 Mbps   

0 Mbps 0.83 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 0.33Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 0.83 Mbps

5 REPLIES
DesM
Newbie
Posts: 1
Registered: 2 weeks ago

Re: Intermittent broadband dropouts

I too have had issues with PlusNet wi-fi dropping in and out. My Ipad is having kittens trying to work out whether or not its connected.  My moto G phone isn't connecting at all.  Its frustrating to say the least and it does look as if its a PlusNet problem given I am not the only one experiencing the problem

Plusnet Help Team
Plusnet Help Team
Posts: 668
Thanks: 169
Fixes: 43
Registered: ‎26-03-2018

Re: Intermittent broadband dropouts

Hi @redsox9,

 

I'm sorry that your broadband connection has been dropping and for any inconvenience that this is causing you.

 

I can see from your connection log that there has been a high number of drops:

 

However, testing your line isn't picking up the cause of this issue:

xDSL Status Check
Circuit ID: CBUK82162789 Service ID: BBEUXXXXXXXX
Telephone NO.: NA Test Executed On: 30-11-2018 14:16:08
xDSL Status Test Summary
Sync Status: Circuit In Sync
General Information
NTE Status:   NTE Power Status: PowerOn Bypass Status:  
 
  Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 10.8 21.3
SNR Margin: 22.0 6.6
Errored Seconds: 0 1
HEC Errors: 0  
Cell Count: 4293 11766
Speed: 444 14333
 
Maximum Stable Rate (KBPS): 2272 Fault Threshold Rate (KBPS): 2272
Mean Time Between Retrains (Seconds): 3556 Mean Time Between Errors Upstream (Seconds): 85337
Indicative Line Quality: R Mean Time Between Errors Downstream (Seconds): 40
Custom Thresholds
MTBR_RED: MTBE_RED:
MTBR_GREEN: MTBE_GREEN:

 

Please can you run through our troubleshooting guides here and let us know how you get on. If the issue persists once you've done these checks, please report it here and let us know when you've completed it.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 668
Thanks: 169
Fixes: 43
Registered: ‎26-03-2018

Re: Intermittent broadband dropouts

Hi @DesM,

 

I'm sorry to hear that you're also experiencing problems with your connection.


I've tested your line and the test isn't picking up any problems from here:

 

GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXXX
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 40.0 Mbps
Upstream Speed 10.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Repetitive Electrical Impulse Noise Not Detected
Estimated Line Length In Metres 377.3
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2018-11-17T14:45:00
Parameters MIN MAX AVG
Down Stream Line Rate 40.0 Mbps 40.0 Mbps 40.0 Mbps
Up Stream Line Rate 9.9 Mbps 9.9 Mbps 9.9 Mbps
Up Time 898.0 Sec 900.0 Sec 899.9 Sec
Retrains 0.0 0.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2018-11-30T14:12:08Z 2018-11-30T14:27:08Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

and your connection log is showing a stable connection with minimal drops:

 

Please can you confirm whether this issue is solely affecting wireless connections or if wired connections are affected too?

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
redsox9
Hooked
Posts: 7
Thanks: 1
Registered: ‎04-06-2016

Re: Intermittent broadband dropouts

Thank you EmilyD for checking that there are no apparent problems on the line.

Faced with the choice between an expensive visit by Openreach or a Christmas gift for my wife, I decided to check my equipment thoroughly, replacing the router and a microfilter and unplugging and carefully replugging all cables. There have been no broadband dropouts for 18 hours now.  Hopefully this happy situation will continue.    

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 10,054
Thanks: 3,181
Fixes: 506
Registered: ‎21-04-2017

Re: Intermittent broadband dropouts

Glad to hear that your connection is now stable.

Let us know if things become a problem again.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team