slow broadband and frequent disconnects
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slow broadband and frequent disconnects
13-04-2024 9:56 AM
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hello everyone,
We've been with Plusnet nearly 2 years
Last year I think we had about 12 openreach visits for various faults
In October 2023 openreach replaced all the cable from our house to the lane (about 600m), replaced the master socket
Plusnet also replaced the router
Openreach also replaced cabling in the main road as there were not any spare good pairs left after various faults for us and our neighbours
Openreach then also found a faulty module in one of the boxes on the pole outside our gate
Everything has been fine until last week, when speed dropped to under 1mbps
reset the plusnet router, logged a fault and had the connection reset yesterday (Friday)
Today the dsl line was down and the router showed disconnected
removed and replaced all the plugs - dsl, ethernet, then reset the router
status now
Product name: | Plusnet Hub |
2. Serial number: | +081441+NQ10405723 |
3. Firmware version: | Software version 4.7.5.1.83.8.289.1.3 Last updated 29/11/21 |
4. Board version: | Plusnet Hub One |
5. DSL uptime: | 0 days, 00:15:09 |
6. Data rate: | 896 / 7712 |
7. Maximum data rate: | 1096 / 7904 |
8. Noise margin: | 10.0 / 6.1 |
9. Line attenuation: | 27.5 / 43.6 |
10. Signal attenuation: | 27.5 / 43.7 |
11. Data sent/received: | 9.2 MB / 35.5 MB |
12. Broadband username: | |
13. 2.4 GHz Wireless network/SSID: | |
14. 2.4 GHz Wireless connections: | Enabled (802.11 b/g/n (up to 144 Mb/s)) |
15. 2.4 GHz Wireless security: | WPA2 |
16. 2.4 GHz Wireless channel: | Automatic (Smart Wireless) |
18. 5 GHz Wireless connections: | Enabled (802.11 a/n/ac (up to 1300 Mb/s)) |
19. 5 GHz Wireless security: | WPA2 |
20. 5 GHz Wireless channel: | Automatic (Smart Wireless) |
21. Firewall: | Default |
22. MAC Address: | 10:d7:b0:32:cb:ae |
23. VPI/VCI: | 0 / 38 |
24. Modulation: | G.992.1 Annex A |
25. Latency type: | Interleaved |
26. Software variant: | AA |
27. Boot loader: | 1.0.0 |
do the attenuation and noise levels look ok ?
are there any reasons why the connection keeps dropping or running really slow ?
I'm postign this under a new email as I cannot currently reset my password - so none of my history from previous logs is attached to this account
thanks
Robin
Re: slow broadband and frequent disconnects
14-04-2024 5:21 PM
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Hiya Robin,
I'm sorry you are having an issue with your connection, I can appreciate the frustrations this will be causing you.
Would you be open to us calling you to go through some steps to progress forward towards a resolution?
Re: slow broadband and frequent disconnects
15-04-2024 3:41 PM
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Hi Sammy,
yes please to the phone call
I still have the issue when the phone rings or I lift the receiver to make a call, then the plusnet router light goes from blue to flashing orange for about 20 seconds, the broadband drops and then re-connects
openreach engineer said it was the telephone
Its a corded BT branded phone - we did return it as faulty last year and BT replaced it with a new one
The master socket has been replaced
Most of the line from the house to the main road about 1/2 a mile away has also been replaced
It will be great to see why the broadband has started to drop service again
thanks
Robin
Re: slow broadband and frequent disconnects
16-04-2024 11:32 AM
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@lr101fc, hi I tried to ring you but there was no answer, when is a better time to call? Instead, you can use the SMS system to raise a fault for you. Just text HELP to 07800008121.
Re: slow broadband and frequent disconnects
17-04-2024 3:53 PM
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hi James and Sammy, sorry was in a lot of work calls yesterday
I am free this afternoon
will try the text line too
thanks
Robin
Re: slow broadband and frequent disconnects
18-04-2024 3:10 PM
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Re: slow broadband and frequent disconnects
18-04-2024 3:41 PM
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Hi Adam,
Yes free today
I did text in yesterday, got a reply asking for me to reply Advisor, but haven't been able to reply to that until now
thanks
Robin
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