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Intermittent connection problem- fibre broadband

elliottrussell
Dabbler
Posts: 12
Registered: ‎27-03-2014

Intermittent connection problem- fibre broadband

We have had plusnet fibre for over a year, with no problems. But recently (last 6 weeks) we have been losing connection for around an hour a day, every day. It usually seems to happen mid afternoon.
When this happens, the internet light on the plusnet box turns red, all other lights are green
On the bt box, the power and lan1 lights are on and green, but the dsl light flashes.
Eventually, after around an hour or more, connection comes back, as if nothing happened. We have tried restarting the technicolor gateway, switching both boxes on and off, nothing seems to fix it.
We have had two separate engineers from BT come out, and tell us the problem is fixed (one thought it was a fault at the exchange, the other thought it was a damaged wire coming into our flat). Neither of these things solved the problem.
It is especially annoying as I work from home, and phone signal is poor indoors and we rely on a mobile signal booster which is connected to the plusnet box. So when we lose internet connection, we also lose phone signal.
2 REPLIES
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: ‎11-06-2007

Re: Intermittent connection problem- fibre broadband

Hi elliottrussell,
Sorry to hear you've been having issues, I've just taken a quick look at your connection logs and can see a few drops in connection however nothing looks to be consistent or run in any kind of pattern as you can see below
<img src="http://community.plus.net/visualradius/generated/image14050074902681.png"/>
There are a few things we could check if we have a little more information so:

  • Have you been restarting the router when the connection drops to try and get it back or do you leave this to come back of its own accord?

  • Are you connected to the router via a wireless or a wired connection?

  • If wireless then have you tried this via an ethernet cable when the connection drops?


elliottrussell
Dabbler
Posts: 12
Registered: ‎27-03-2014

Re: Intermittent connection problem- fibre broadband

we restart the router occasionally to see if it comes back, but usually doesn't, so we then leave it and wait for it to come back. we are connected over wifi, but have tried an ethernet cable and that doesn't work either. after the last BT engineer came, it worked fine for a few days, but the last two days it has disconnected at the same time, in the afternoon, for around an hour. this is what usually happens.