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Internet yet still randomly dropping out

mickc29
Dabbler
Posts: 10
Thanks: 1
Registered: ‎24-12-2017

Internet yet still randomly dropping out

Hi, I've had these problems for a number of months now and nothing has been sorted out yet. My problem is that my internet constantly drops out seemingly at random for what can range from multiple times an hour, to not dropping out at all. The drop outs usually last for a good few minutes, but can last for up to ten minutes. I've done all the checks as listed, I've had an engineer visit to check the lines who has said there is nothing wrong, and I've had a new router sent out to replace my old one to see if that was the problem.

I've had this router for nearly two months now and the problems still persist. I have noticed that with this router it kicks everything that is connected to it off. My PS4, laptop, PC, and phone will all be disconnected from the router all at the same time for a good few minutes and then reconnect at the same time. This never happened with my old router, although this router still has the same problems with the dropouts. Every time the internet drops out, there will be a small yellow exclamation mark next to the wifi symbol on my laptop saying there is no internet access, but that I am connected to the router; this is what my original problem was months ago with my old router. I'm not sure if these are now two separate problems, or if they are both linked.

 

If anything can be done about this, that'd be great, cheers.

 

3 REPLIES 3
TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Internet yet still randomly dropping out

Hi @mickc29,

I'm sorry to hear that you're experiencing this issue. I've taken a look into your account today and I can see that the connection does indeed appear to be dropping out but our line testing isn't able to locate the reason for the fault. As this is the case, before we look into arranging for an engineer to investigate further, I'd just like to confirm if you have the router plugged into the test socket at the moment?

If not then you can read on how to do this here, and I would recommend that we go through this testing before moving forward as it helps to determine the fault location and what the next best course of action is to resolving the issue.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
mickc29
Dabbler
Posts: 10
Thanks: 1
Registered: ‎24-12-2017

Re: Internet yet still randomly dropping out

Yes I've got the router plugged into the test socket. My internet at the moment is being incredibly slow, and seems to be dropping out far more frequently. When ran through the windows diagnostics program it simply says "dns server not responding"

EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 2,032
Thanks: 357
Fixes: 117
Registered: ‎26-03-2018

Re: Internet yet still randomly dropping out

Hi @mickc29,

 

I'm sorry that your connection is dropping and for the inconvenience that this is causing you. Thank you for confirming that you've tried a different router and that your router is currently connected to the test socket.

 

I can see from your connection log that your connection has been extremely intermittent over the past week, and that you have had no connection at all since around 7am today:

 

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

 

xDSL Status Check
Circuit ID: CBUK73396718 Service ID: BBEUXXXXXXXXX
Telephone NO.: NA Test Executed On: 10-09-2018 12:50:11
xDSL Status Test Summary
Sync Status: Circuit Not In Sync
General Information
NTE Status:   NTE Power Status: Unknown Bypass Status:  
 
  Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 0.0 0.0
SNR Margin: 0.0 0.0
Errored Seconds: 0 0
HEC Errors: 0  
Cell Count: 0 6
Speed: 0 0
 
Maximum Stable Rate (KBPS): 6816 Fault Threshold Rate (KBPS): 5452
Mean Time Between Retrains (Seconds): 2510 Mean Time Between Errors Upstream (Seconds): 508
Indicative Line Quality: R Mean Time Between Errors Downstream (Seconds): 1094
Custom Thresholds
MTBR_RED: MTBE_RED:
MTBR_GREEN: MTBE_GREEN:

As our tests aren't picking up the fault, it's likely that we'll need to arrange another engineer visit so that this may be investigated further. Please report the issue here and let us know when you've completed it -we'll then be able to progress things for you.

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