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Internet drops same time every day

ergo65
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Registered: ‎01-11-2022

Internet drops same time every day

Hey, has anyone else had the same problem we've been having? Our connection drops every day, twice a day at the exact same time (11am and 8:30pm). We have checked there is nothing in the property that could be coming on or off at those two  exact times. We have raised a fault and then contacted Plusnet to try and sort this issue out but they haven't fixed it and they have closed the fault case indicating that the fault is inside out house/property. Could anyone give some advice on where to go from here as i'm at a bit of a standstill point now.

Thanks in advance

Catherine

11 REPLIES 11
jab1
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Registered: ‎24-02-2012

Re: Internet drops same time every day

Welcome to the forums, @ergo65 When you say 'connection drops', what does the light on your Hub (which one?) do?

John
ergo65
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Re: Internet drops same time every day

I switched to a bt smart hub as it was giving us a stronger connection but when it drops on the bt router, it switches to orange then flashing orange until it switches back to blue. And when I used the plusnet router, the power light switched from blue to orange until it came back on and switched back to blue again.

jab1
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Re: Internet drops same time every day

OK. I assume you are using the BT Hub? Which PN Hub is it - 1 or 2? Flashing orange suggests the Hub is losing the broadband connection. Can you post the Event log covering one or two of these occurrences?

John
ergo65
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Re: Internet drops same time every day

jab1
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Re: Internet drops same time every day

The first of those two does - it indicates at 20:34:20, which is usually due to something on the BT/OR side of the connection, and nothing to do with your home environment. Are these two screenshots representative of those logs each time you lose connection?

John
ergo65
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Re: Internet drops same time every day

I've just checked and yeah they are

jab1
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Re: Internet drops same time every day

OK. A question, and a couple of requests - sorry, but I can only go from what you tell me. What product are you on ADSL or FTTC?

Can you please post (as pictures in the reply, rather than attachments) the result of BT Broadband (obscuring your phone number) and the 'Advanced Diagnostic' from BTW Performance Tester  ?

The Event logs you have provided, by the way, have raised concerns/questions  in my mnid.

John
ergo65
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Re: Internet drops same time every day

I'm on ADSL broadbandScreenshot 2022-11-01 at 3.23.24 pm.jpgScreenshot 2022-11-01 at 3.26.34 pm.jpg

jab1
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Re: Internet drops same time every day

Thanks for providing those shots. That area of the UK appears to be a 'forgotten land' by BT - they don't seem to invest any money in the area - and it appears you are some distance from the exchange, as well - nothing much we can do to improve things, unless you and your neighbours can bend your local MPs ear.

Back to the event logs - there is a lot of detail in there, but a couple of things shout at me and suggest there is something wrong.

On the earlier picture, the link rate shows you as having a 0.0dB noise margin (in both directions) - impossible! and there appears to be a real struggle to confirm the circuit is in total sync.

My suggestion, for what it is worth, is to go back to Plusnet and advise them that (a) this is nothing to do with anything in your property and (b) you are not satisfied that the situation is resolved. Unfortunately, because your connection is achieving their expectations, you may have a struggle, but if you don't try...

Keep us informed of developments, and please, if possible, post the logs from tonight and tomorrow mornings events.

John
ergo65
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Re: Internet drops same time every day

Okay then, i'll contact Plusnet again tomorrow and try and get it resolved once and for all if possible. And to be honest, for the past few years we've been trying to get literally any information on when our road is going to be upgraded to a fibre connection and every single time we try and ask we either get told "oh it'll happen eventually" or they say they have no clue when it'll happen. It's just so annoying as like you said, it seems like we are just completely forgotten by BT/Openreach etc. But i'll keep trying diferent ways to get better speeds cause at some point i'll get through haha. Thanks for all your help, you have gave us more information today than any provider has done in like 10 years so I massively appreciate that 

jab1
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Re: Internet drops same time every day

No problem - that's why it's a 'Community' -  we try to help each other. Please let us know how you get on tomorrow.

John