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Internet connection keeps dropping

Mikejstephens
Grafter
Posts: 59
Registered: ‎03-02-2014

Internet connection keeps dropping

Internet connection keeps dropping even though Broadband light is steady green.  Sometimes reconnects when logged into router but mostly needs a reboot.  Any thoughts?
10 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Internet connection keeps dropping

Are you able to connect an alternative microfilter to see if clears things up at all?
Chris Pettitt
Cloud Environments Engineer
Mikejstephens
Grafter
Posts: 59
Registered: ‎03-02-2014

Re: Internet connection keeps dropping

At present it's plugged directly in to main NT5 BT socket ie no filter required
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Internet connection keeps dropping

Ok - if you remove the two screws from the faceplate, do you have a Test Socket behind it?
Chris Pettitt
Cloud Environments Engineer
deanlaser
Newbie
Posts: 1
Registered: ‎23-02-2014

Re: Internet connection keeps dropping

I have also had this problem since day 1; now about 3 months. I just received a new router but it makes no difference. wired and wireless dropps connection periodically: apple products are worst affected. Completely frustrating
Mikejstephens
Grafter
Posts: 59
Registered: ‎03-02-2014

Re: Internet connection keeps dropping

Yes tried that - makes no difference
Mikejstephens
Grafter
Posts: 59
Registered: ‎03-02-2014

Re: Internet connection keeps dropping

We had continuing problems with BT over last 18 months - 14 engineer visits & no faults found!  We used to have an intermittent noisy line (never detected by Openreach) but it does seem to be better now and speeds are much better - around  & broadband seems fairly stable.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Internet connection keeps dropping

@Mikejstephens - I'm glad things have settled down for you. Here's what your connection has been doing:
<img src="http://community.plus.net/visualradius/generated/image13932385354125.png"/>
It looks as though there has been some disconnections that lasted for quite some time which is a bit of a concern. Let us know if this continues as we'd prefer to take a look at things for you.
@deanlaser - Sorry to hear of the issues you're having. I can see that many drops on your line:
<img src="http://community.plus.net/visualradius/generated/image13932387968660.png"/>
Is your router placed near any other electrical equipment such as a TV?
Chris Pettitt
Cloud Environments Engineer
Mikejstephens
Grafter
Posts: 59
Registered: ‎03-02-2014

Re: Internet connection keeps dropping

Router is next to PC which is ethernet linked no TV nearby apart from the PC monitor.  I am pretty sure it's probably a continuation of our local line problems we had with BT - never resolved! - the quiet line test is fine.  Usually I can only get the router to connect to internet by rebooting then going into technicolor gateway - it won't connect until rebooted.  Latest speedtest gives 1.52 download.
Fault reported - see Chris Pettit feedback on page 1.  Thanks, Mike
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Internet connection keeps dropping

I can see your Fault Ticket with us.
That'll be picked up by our Faults Team within 24-48 hours.
Chris Pettitt
Cloud Environments Engineer
Mikejstephens
Grafter
Posts: 59
Registered: ‎03-02-2014

Re: Internet connection keeps dropping

Openreach found no fault on the line, although after testing the profile dropped from 3.78 to 2.5.  He did line reset and all is back to normal.  We seem to have an intermittent line problem causing the faults - its been going on for 18 months and we've now had 14 BT engineers to the property - I can't see any chance of it being fixed.  I'll just have to put up with rebooting the router.  It's interesting that very often the router won't connect to the internet via the Gateway (although the green broadband light is steady) and it does need to be rebooted first