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Why does my BB keep degrading?

SAC13
Newbie
Posts: 5
Registered: 11-10-2014

Why does my BB keep degrading?

Hi....I know about today's outage, but it is the final frustration that has got me to get help.
Our internet service keeps degrading, to a point that we need to reboot the (plusnet provided) router at least a couple f&f times a day.  Is this down to the service, the router, the provider?.....I'm happy to change any or all of these.
Any advice gratefully received.
10 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 1,834
Thanks: 3
Registered: 24-07-2014

Re: Why does my BB keep degrading?

Hi and welcome to the forums.
I've checked your connection in our logs and it looks fairly stable.
What are you seeing when the service degrades? Is it throughput speeds, or do you lose the connection itself? If the speeds, do you use wired/wireless connection? If the latter, do you suffer similar if you use an Ethernet connection?
If you could give us a little bit more information, I am sure we can sort everything out for you.
Tony
 Tony
 Plusnet Support
SAC13
Newbie
Posts: 5
Registered: 11-10-2014

Re: Why does my BB keep degrading?

Hi, thanks.
What seems to happen is that the Internet light starts flashing erratically, bandwidth starts to drop ( based on usability as opposed to a speed check), then finally connection drops, even when wired.  It has been happening on and off the past few weeks.
Plusnet Staff
Plusnet Staff
Posts: 1,834
Thanks: 3
Registered: 24-07-2014

Re: Why does my BB keep degrading?

Hi,
Thanks for coming back.
I've rested the line with our own RADIUS (connection) logs as well as that of BT's. All seems to be performing as we'd expect. Therefore, before raising this to our supplier or asking you to make further changes, I'd ask if you've been able to try with another router. If you haven't got one, let me know and I'll get one sent out for testing.
Tony
 Tony
 Plusnet Support
SAC13
Newbie
Posts: 5
Registered: 11-10-2014

Re: Why does my BB keep degrading?

Hi,
Had to reboot on a couple of occasions this evening. I can dig out our old router and see how that fares.  Will be in touch....
Simon
Cruise85
Grafter
Posts: 105
Registered: 05-08-2014

Re: Why does my BB keep degrading?

Hi
If the problems still occur with the older router , then let us know and we can get the matter raised to Openreach for you
Regards
Matt
SAC13
Newbie
Posts: 5
Registered: 11-10-2014

Re: Why does my BB keep degrading?

Hi
With my old net gear router it was a little more stable, but still not as it was.  Since then I have bought an Apple Time Capsule, which requires a modem.  As such I have used the PlusNet supplied modem/router with the wireless disabled; this setup requires the modem to be rebooted often.
So I think the modem is faulty, but not convinced that there is not a problem on the line as well.
Would value your thoughts.
Simon
Plusnet Staff
Plusnet Staff
Posts: 1,834
Thanks: 3
Registered: 24-07-2014

Re: Why does my BB keep degrading?

Hi,
This is how we see your connection.
<img src="http://community.plus.net/visualradius/generated/image14146694913999.png"/><div style="clear:both;"></div>
If you want another router, please give our support team a call / raise a ticket and they'll discuss that with you. Alternatively, if you want to try a different brand, you can purchase one externally.
Tony
 Tony
 Plusnet Support
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: Why does my BB keep degrading?

Can you hear/have you heard any crackling or other noises on the line when using the phone? Have you had any problems with incoming or outgoing calls? If you have a nosy phone line this will probably be the cause of the symptoms you are seeing if the Broadband Light flashes.
The Internet and WiFi lights will flash (green) when traffic is passing, but if the Internet light goes or flashes red, then you've lost PPP Internet session.
SAC13
Newbie
Posts: 5
Registered: 11-10-2014

Re: Why does my BB keep degrading?

Thanks Tony.
I will call the team. If the best option is an external one, do you suggest any that would work well as modem only, given the apple router will provide wifi?
Thanks
Simon
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: Why does my BB keep degrading?

The TG582n can be quite happily set to work in bridge mode.
Have you checked your phone line?