Short dropouts on fibre

[#1]

Hello, this is my first post on here as I’ve been with Plusnet for several years with no issues.

I’ve recently (two weeks ago) moved over to fibre. Speed is fine but I’m now experiencing very short periods of no internet, maybe lasting between 10 and 30 seconds. I never experienced this with copper, I’ve an up to date router and using mainly wired connections.

Anyone else had this issues? I’m thinking about moving back to copper as it’s annoying me so much!

Thanks in advance for any replys.

Mark

[#2]

@markyl1975 When you say you have 'moved to fibre' do you mean you were previously on ADSL (copper all the way back to the exchange), or FTTC (copper from the cab to your home, but fibre from the exchange to the cab)?

If you are now on Full Fibre (FTTP) then I am confused. Which router are you using?

[#3]

Hi John, thanks for the reply and I apologies for my lack of technical terminology as I have zero interest in computers and the like.

I’ve been on the same standard package for about 7 years so I assumed it was copper from the exchange, I’ve now moved to the fibre 74 package only as they offered it £4 a month cheaper, speed is about the same as before,

I’ve been using tp-link routers/modem for years. The current one is about 6 weeks old and settings have been changed for fibre.  The dropouts mainly happen in the morning and very rarely at evening time which is making me think it’s an issue with demand on the Openreach side of things.

[#4]

Thanks for confirming you are on FTTP. @markyl1975 . When you get these 'dropouts', do the lights on the router, or the ONT, (the new box  Openreach will have installed as part of the upgrade) change?

[#5]

@jab1 

Thanks for confirming you are on FTTP. @markyl1975 . When you get these 'dropouts', do the lights on the router, or the ONT, (the new box  Openreach will have installed as part of the upgrade) change?

Now I read it completely different. Isnt Fibre 74 the SoGEA product ?

I’ve been using tp-link routers/modem for years. The current one is about 6 weeks old and settings have been changed for fibre

@markyl1975 did you not get a Plusnet router when you changed to Fibre 74 ?

What model is the tp-link ? 

[#6]

@jab1 

See: https://community.plus.net/t5/My-Order/Confused-by-paperwork-Fibre-vs-Fibre-74/m-p/1959049#M30955

[#7]

@MisterW Sorry, you are correct, as confirmed by @Baldrick1 .  I get confused by these incorrect product descriptions from some ISP's. ICBW, but is a 74Mbps service not offered by PN also on FTTP?

[#8]

Now I have been suitably admonished - @markyl1975 , how do these 'dropouts' manifest themselves?

[#9]

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@markyl1975 wrote:

I’ve been using tp-link routers/modem for years. The current one is about 6 weeks old and settings have been changed for fibre.  

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Now I'm properly confused. If you just moved from ADSL to Fibre 74 then you should have not needed to touch the Tp-Link settings.

However, if you have moved to Full Fibre 74 you will have had a brand new line fitted to your property and needed to change the input lead to the Tp-Link from DSL to an Ethernet cable plus possibly made other changes.

@markyl1975 

Can you please confirm which it is?

[#10]

I get confused by these incorrect product descriptions from some ISP's.

@jab1 and if you are confused , what chance does your average customer stand! 

ICBW, but is a 74Mbps service not offered by PN also on FTTP?

Correct , but its Full Fibre 74 or FF74. Confusing isn't it ?

[#11]

They present themselves which I can best describe as a pause when browsing the internet or streaming where the devices are waiting for a response; not a buffering. The router is located centrally in the house and I haven’t been able to get to it in time to check on its status. The box Openreached supplied is fitted in an adjoining garage with a new and tested cat 6 cable connecting the two and tested at time of fitting, I’ll have to make more effort to run to these boxes when it occurs. The router is an Archer VR400 router/modem (obviously it’s no longer setup in modem mode). 

[#12]

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@MisterW wrote:

I get confused by these incorrect product descriptions from some ISP's.

@jab1 and if you are confused , what chance does your average customer stand! 

ICBW, but is a 74Mbps service not offered by PN also on FTTP?

Correct , but its Full Fibre 74 or FF74. Confusing isn't it ?

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It is - why do they not just call the part-fibre product FTTC and the full-fibre one FTTP?

[#13]

The box Openreached supplied is fitted in an adjoining garage with a new and tested cat 6 cable connecting the two and tested at time of fitting, I’ll have to make more effort to run to these boxes when it occurs. The router is an Archer VR400 router/modem (obviously it’s no longer setup in modem mode). 

Now, I'm confused ! That sounds like 'Full Fibre' FTTP ?

@markyl1975 when you get the problem , I suggest you save the system log on the Vr400 ( see page 98 of the manual https://static.tp-link.com/2020/202008/20200817/1910012826_Archer%20VR400(EU)_UG_REV3.0.0.pdf )

and post it here 

[#14]

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@MisterW wrote:

Now, I'm confused ! That sounds like 'Full Fibre' FTTP ?

@markyl1975 when you get the problem , I suggest you save the system log on the Vr400 ( see page 98 of the manual https://static.tp-link.com/2020/202008/20200817/1910012826_Archer%20VR400(EU)_UG_REV3.0.0.pdf )

and post it here 

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That makes at least two of us!  A photo of this OR 'box' would help.

[#15]

@markyl1975 

Does the box in the garage look something like?

If you are full fibre when you setup the PPPoE Username did you enable VLAN 100 and IPv6? Neither are required.

EDIT: If you decide to power cycle the VR400 make sure you save the log file as on a reboot the log file is deleted