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Since activation, internet speed often drops out...HELP

Amie
Newbie
Posts: 1
Registered: 12-01-2017

Since activation, internet speed often drops out...HELP

 Hello Community,

I am hoping somebody will help solve my frustrating issue. Since activation of my Plusnet service, the speed of the internet often drops completely for a few seconds and can keep happening regularly through the day. Playing online games means I am disconnected or unable to play due to this issue, I would very much like it solved. 

I've tried online chat with the help line but all the engineer did was cut off the internet so I couldn't continue my rant/problem proposed. I've also relocated the router to all different sockets within the property as well as the master socket inside the closet. Nothing changed. I have just logged into my router address I.P but not quite sure what I should or shouldn't be adjusting (if anything!)

Can somebody help?

Thankyou

4 REPLIES
snadge
Rising Star
Posts: 66
Thanks: 8
Fixes: 2
Registered: 10-12-2016

Re: Since activation, internet speed often drops out...HELP

Hi there Smiley

 

you say you have multiple sockets around the house?, these can cause problems with broadband as does extension wiring (as they allow REIN and SHINE events on your connection) so your first job would be to remove these from your ADSL loop , what you should first do is identify which is the MASTER SOCKET, locate the telephone wire coming into the house, the box it goes into first is the NTE5 Master Socket (it might go into a smaller Junction Box first - this will have no where you can plug anything in and is not a socket, it just used to transfer from external cable to internal).

 

When you locate the NTE5 Master Socket remove the front plate behind which has a test socket, plug only your filter and router in ...AND connect the PC/Laptop to the router via LAN (do not use wifi) and see if this helps...if so and you use these other sockets for phones in other rooms then you need a filtered faceplate for the master socket (about £12) which terminates the ADSL at the socket and prevents it traversing the other sockets and allows only the telephone signal through, you also must have a filter on all your other sockets IF they are being used by phones...if not this can cause problems such as dropouts when the phone rings etc.

 

for more information about REIN and SHINE events etc see this article, it has a video on there as well:
https://support.zen.co.uk/kb/knowledgebase/broadband-understanding-rein-and-shine

you should also have a read about Causes of slow internet and How to use the Test Socket

 

Im unsure how the latest £28 MK4 plate installs - but to make it easy there is this version (just as good) for around £15 - it also removes the need for a filter...but the good thing about this one is it easy to install, it simply plugs into the test socket then you put the front back onto that (so this sits in between) and it has a little slit / gap at the bottom to allow you to pass the incoming cable through - all/most others require you to actually remove the wires and punch them into the faceplate (which is also quite easy - plenty of videos online) - if you do shop around for Filtered Faceplates (cheaper on ebay?) make sure you get a proper BT openreach one that uses 'passive' filtering and not the XTE-2005 or other 'active' filtered faceplates as these aren't very good and don't last very long.

If the test socket didnt help then we can take it too the next stage Smiley

Plusnet Staff
Plusnet Staff
Posts: 17,640
Thanks: 534
Fixes: 159
Registered: 05-04-2007

Re: Since activation, internet speed often drops out...HELP

Testing your line isn't showing any obvious issues. Are you connected via a wired or wifi connection?

Can you run a BT Speedtest for me, ensuring you do the further diagnostics test after the first one completes. This stores the results on the supplier system and allows us to use this to report the fault.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
pvmb
Rising Star
Posts: 263
Thanks: 17
Fixes: 1
Registered: 12-02-2014

Re: Since activation, internet speed often drops out...HELP

Are you running something like RouterStats or DSLstats, so you can continuously monitor the line state and see what is going on (if anything), including when you get the drop outs?

snadge
Rising Star
Posts: 66
Thanks: 8
Fixes: 2
Registered: 10-12-2016

Re: Since activation, internet speed often drops out...HELP

@pvmb - its unlikely they are as the OP stated that they logged into the router but didnt know what they were doing...

you never know though...I might be wrong Smiley