Moved from EE to Plus Net and now my broadband drops every day.

[#1]

Hi, 

When I was with EE I very rarely had any issues with broadband it would hardly ever drop.

Since I have moved to plusnet, it happens almost every day! sometimes multiple times a day! It is disconnects while I am trying to do something online. 

Is this something other people have encountered? Is it something plusnet will fix or just bad service in general?

[#2]

Welcome to the forums, @paulocpinto . Are you on Full Fibre (FTTP) or part-fibre (FTTC)? Whichever, it should happen, and suggests there is fault somewhere.

Can you export your Hubs event log, and attach the resulting CSV file to a post, please?

[#3]

I would also suggest you report the problem via: https://www.plus.net/help/report-a-problem/

[#4]

Thank you for welcoming me. Sure, how do I get that?

[#5]

Providing you are on a desktop/laptop, navigate from the homepage of the router to the page in the image attached, click the 'Export' button, and then attach that file to a post.

[#6]

Log

[#7]

Deleted

[#8]

@paulocpinto Not quite the data I was expecting.

[#9]

Is that good or bad?

[#10]

it tells me you are obviously losing connection, but not why, which the requested file quite probably would.

[#11]

Maybe this one?

[#12]

That's the one, but if you don't mind, I’ll take a closer look in the morning, it is a little late.

[#13]

Ok thank you for the help

[#14]

@paulocpinto Reading that event log, it appears you may have picked up a fault on the OR network recently which is causing you to lose DSL connection - may be an idea to report a fault via the link in post #3.

I'm no networking expert, but your phone and one other device appear to be losing DHCP on a regular basis, which I don't think is connected, but still worthy of consideration. @Dan_the_Van , am I finding a non-existent fault here?😉

[#15]

@jab1 

started to look, went out, forgot, then remembered and replied.

Not sure I'd worry, probably a device can't make up it's mind which band it wants to connect to.

There are regular DSL Link down messages, which isn't normal, I'd guess a No Fault Found test.

I'm wondering if the SNR Margin Down would benefit from being 6dB.