cancel
Showing results for 
Search instead for 
Did you mean: 

Why does plusnet keep messing up my broadband connection?

simonc2
Rising Star
Posts: 72
Thanks: 9
Fixes: 1
Registered: ‎14-11-2007

Why does plusnet keep messing up my broadband connection?

Here we go again. For the third time since last October 2022 my Broadband unlimited service is in a state of being constantly interrupted. When the connection is up the noise margins are very poor. Does anyone have any suggestions or is it another complaint to plusnet? I've tried the Quiet Line test and that is noise free.

I append plots from RouterStatsHub and from the Plusnet Hub One Helpdesk display:

 

RSHub-NoiseMargin-20230409-114832.jpg

HubOneHelpdesk 20230409.png

My guess is someone has been doing some "repair" work at the exchange and maybe connected my lines to a dodgy connection.

Tags (1)
23 REPLIES 23
Anonymous
Not applicable

Re: Why does plusnet keep messing up my broadband connection?

Have you tried unscrewing the faceplate on your BT Master phone socket, and plugging in your modem/router into the concealed TEST socket, to see whether your broadband connection is more stable with the most direct connection to your incoming phone line ?

jab1
Legend
Posts: 17,726
Thanks: 5,759
Fixes: 265
Registered: ‎24-02-2012

Re: Why does plusnet keep messing up my broadband connection?

@simonc2 Your 'guess' is totally wrong. Looking at the data presented, your connection is suffering from (and has been for a while) some form of issue on the BT/OR network. I would suggest you immediately raise a BROADBAND fault via https://www.plus.net/help/report-a-problem/broadband/ but be aware that this is a long Bank Holiday weekend, so it possibly won't be picked up until  next Tuesday.

John
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,574
Thanks: 598
Fixes: 99
Registered: ‎27-11-2020

Re: Why does plusnet keep messing up my broadband connection?

@simonc2 I would do what @Anonymous has advised and test it in there! If it continues we will have to book an engineer for you!

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
jab1
Legend
Posts: 17,726
Thanks: 5,759
Fixes: 265
Registered: ‎24-02-2012

Re: Why does plusnet keep messing up my broadband connection?

@simonc2 Can you post your current WAN tab from the Event Log - I am still suspecting a fault in the BT/OR network, and this would confirm it.

John
simonc2
Rising Star
Posts: 72
Thanks: 9
Fixes: 1
Registered: ‎14-11-2007

Re: Why does plusnet keep messing up my broadband connection?

John

Thanks for your attention to this issue. Can you guide me to the 'WAN tab from the Event Log'? Is this on the Hub One or RouterStatsHub?

simonc2
Rising Star
Posts: 72
Thanks: 9
Fixes: 1
Registered: ‎14-11-2007

Re: Why does plusnet keep messing up my broadband connection?

OK, I found it. Sorry for last message.

Here are the most recent entries. Let me know if you want older entries.

HubOneEventLogWAN 20230409.png

jab1
Legend
Posts: 17,726
Thanks: 5,759
Fixes: 265
Registered: ‎24-02-2012

Re: Why does plusnet keep messing up my broadband connection?

@simonc2 It is on the Hub1 -this picture below may help, although note the 'WAN@ bit is hidden a bit nearer the top of the drop-down.

Event Log.PNG

Which you will find if you select Event Log on this screen:

HubOneTroubleshootingHelpDesk.png

John
jab1
Legend
Posts: 17,726
Thanks: 5,759
Fixes: 265
Registered: ‎24-02-2012

Re: Why does plusnet keep messing up my broadband connection?

@simonc2 Just to help me because I can't be bothered to check back, exactly what product are you on?

John
simonc2
Rising Star
Posts: 72
Thanks: 9
Fixes: 1
Registered: ‎14-11-2007

Re: Why does plusnet keep messing up my broadband connection?

@jab1 

Unlimited Broadband inc. Line rental

jab1
Legend
Posts: 17,726
Thanks: 5,759
Fixes: 265
Registered: ‎24-02-2012

Re: Why does plusnet keep messing up my broadband connection?

Thanks Simon. So for some reason, you are still on ADSL - is FTTC/FTTP not available to you?

John
simonc2
Rising Star
Posts: 72
Thanks: 9
Fixes: 1
Registered: ‎14-11-2007

Re: Why does plusnet keep messing up my broadband connection?

@jab1 

I believe FTTC is available but we wanted to keep our analogue phone line and that wasn't an option with the full fibre.

I have the full EventLog as a .csv but I can't find a way to attach it to a message.

The router has been up for coming up to 6 hours now, but the downstream noise margin is 12.1dB which is much higher than it was when I last monitored the connection (19 March 2023).

jab1
Legend
Posts: 17,726
Thanks: 5,759
Fixes: 265
Registered: ‎24-02-2012

Re: Why does plusnet keep messing up my broadband connection?

Simon - can you post a screenshot of the result from here: https://www.broadbandchecker.btwholesale.com/#/ADSL -obscuring your phone number.

to attach the .csv file, click the paper-clip underneath the message window.

John
simonc2
Rising Star
Posts: 72
Thanks: 9
Fixes: 1
Registered: ‎14-11-2007

Re: Why does plusnet keep messing up my broadband connection?

@jab1 

Last few lines wouldn't fit in the screen grab. Let me know if you want them as well.

BroadbandAvailability_20230409.png

jab1
Legend
Posts: 17,726
Thanks: 5,759
Fixes: 265
Registered: ‎24-02-2012

Re: Why does plusnet keep messing up my broadband connection?

No need for the rest of the BTw report Simon. What you have posted though is interesting - you have FTTP available, but FTTC is 'planned'. That is an unusual scenario - wonder if @Dan_the_Van could throw any light on this?

Your full Event Log is interesting - it clearly shows faults in the BT/OR network to me, but I am open to correction if anyone wishes to disagree.

It would be a great help to see the RADIUS log from Plusnet for your circuit, but (a) the Help team are like hens teeth on here these days and (b) they seem strangely reluctant to provide this useful data these days.

John