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Internet constantly cutting out

BenXFD
Grafter
Posts: 38
Registered: 08-08-2012

Internet constantly cutting out

Started a few days ago, not really sure what the issue is but every few minutes the internet loses connection but then reconnects about a minute later.
I'm on fibre optic, only been with plusnet for a couple of months but i've been very happy so far up until this issue, hope it can be resolved fairly quickly.
89 REPLIES
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: Internet constantly cutting out

Are you using Ethernet or Wireless to your router? A DCT member could perhaps post your Connection log.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Internet constantly cutting out

Hi BenXFD,
I have posted below a log of your conenction:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13498648992465.png" />
You had  a very stable line up until 8th October, has anything changed internally?
BenXFD
Grafter
Posts: 38
Registered: 08-08-2012

Re: Internet constantly cutting out

Nothing has changed, though an engineer came at about dinnertime after I put through an official fault last night. Very impressed with the speed of response.
He decided the problem was the phoneline extension going upstairs into my bedroom for the Sky+ box. He said 'I can 100% guarantee that if you unplug that it will fix your drop in connection'
So fair enough, we decided that we'll unplug it and just plug it back in for updates or if we order anything off Sky Box Office. The issue seemed to be resolved up until about an hour or two ago and it's started again, albeit, much less frequently.
BenXFD
Grafter
Posts: 38
Registered: 08-08-2012

Re: Internet constantly cutting out

Just went off for about half an hour, the 'internet' light went red too. Just come back on... oh wait, no it's off again as I try to click 'post'... oh back again now.. i'll try again Smiley .. nope gone Sad i'll send this as soon as I get back on.. you can see my frustration, lol.
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: Internet constantly cutting out

As long as that extension upstairs is filtered it shouldn't made any difference. Have you checked whether your phone works or whether you can hear any crackling or other noises on the line when you loose Internet?
BenXFD
Grafter
Posts: 38
Registered: 08-08-2012

Re: Internet constantly cutting out

Yeah I tried that as the connection dropped yesterday when someone called the house phone, there was nothing suspicious sounding and the line worked.
It just happened a few minutes ago and looked into the Technicolor Gateway and the error that was coming up was "Concentrator not reachable".
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: Internet constantly cutting out

Try rebooting the Router only. No point,  you are already back on-line.
BenXFD
Grafter
Posts: 38
Registered: 08-08-2012

Re: Internet constantly cutting out

Haha for now. I'll try it next time it does it, thanks.
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: Internet constantly cutting out

If you haven't already, I'd add the info from your reply #6 to your current Fault ticket.
BenXFD
Grafter
Posts: 38
Registered: 08-08-2012

Re: Internet constantly cutting out

How do I access my fault ticket to add info?
I reset just the router when it happened earlier. It's still cutting off but whereas yesterday it was cutting off for maybe 10 minutes at a time, it seems to be just a minute or two.
becabwca
Newbie
Posts: 2
Registered: 11-10-2012

Re: Internet constantly cutting out

hi
ours has been doing this too...completely random, & have discovered that 2 other friends have had same problem, all on different exchanges, area codes etc....im sure something 'bigger' is going on but have no idea how to get it sorted! any ideas?!
thanks
beca
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: Internet constantly cutting out

@BenXFD
Just Login at the Member Centre and goto My Questions. Look for the relevant Open question, well it should be Open. If not, check the recently Closed ones and raise a new one. I would add the information from your reply #10 as well.
@becabwca
As you have started your own thread I post there so your problems do not get confused with the complex issues here, but you can throw your conspiracy theory out the window, there can be a multitude of different causes and reasons for such events, all resulting in what appears to be similar effects to the user.
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: Internet constantly cutting out

With respect to the 10 minutes before you are able to reconnect, I wonder if it's related to the issue mention in http://community.plus.net/forum/index.php/topic,108261.msg924629.html#msg924629 ; Whether or not anything about that is related to your loss of session in the first place, I don't know.
prichardson
Grafter
Posts: 1,503
Registered: 05-04-2007

Re: Internet constantly cutting out

What you describe could be a number of things. It could be related to the linked post, but there are a number of unrelated items.
Many of the possible causes are external to you, either the Openreach modem, cab, exchange or remaining network.
I don't know if it is easy for you, but connecting your computer direct to the Openreach modem and letting your machine perform the PPPoE functions instead of the TG582.
http://community.plus.net/library/broadband/fibre-help-setting-up-a-pppoe-dialler-for-windows-xp/
Although this is for Windows XP, the process is a little simpler in Windows 7.
Can this maintain a connection?
If it can, we will look to replace the router
If it cannot, then the Openreach modem, or other network fault will likely be the cause.