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Broadband dropouts but no faults detected. Frustrating

loftybloke
Grafter
Posts: 80
Registered: 07-04-2013

Broadband dropouts but no faults detected. Frustrating

 Hi

I contacted customer services via the webchat function, and described a problem we are having with random dropouts&immediate reconnects. The customer service guy said he could see that the connection had a fault and advised to raise a fault ticket. The fault team have responded with a chart showing no fault, but drop/reconnect after a maximum of two days connected, plus nearly 20 hours of absolutely no connection on one of the days shown in the graph.

This is really frustrating, as the drop in connection and subsequent reconnect is just long enough to not be able to reconnect to an multiplayer game (MOBA/Hearthstone for example, or god forbid a Diablo timed rift).

is there anything I can do? i'm pretty sure a connection time of two days then drop/reconnect is something to be concerned about let alone the long periods of no connection at all. Sad

 

Thanks

8 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,422
Thanks: 503
Fixes: 187
Registered: 01-01-2012

Re: Broadband dropouts but no faults detected. Frustrating

I've attached a graph of your connection over the last seven days below.

image14993519746091

As you can see there's only the two disconnections showing on our end. Based on what you've said I assume you've had more then two disconnections when your gaming.

Do you connect over a wired or wireless connection?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
loftybloke
Grafter
Posts: 80
Registered: 07-04-2013

Re: Broadband dropouts but no faults detected. Frustrating

Hi

 

Thanks for getting back to me. Both PCs are connected to the router via ethernet. Disconnects happen maybe 6 times a week. The same happens when streaming  via the firestick plugged into the TV connecting via WiFi

 

Cheers

Plusnet Help Team
Plusnet Help Team
Posts: 7,615
Thanks: 2,227
Fixes: 380
Registered: 21-04-2017

Re: Broadband dropouts but no faults detected. Frustrating

Hmm, I'd recommend as the next step to rule out the issue being the router.

Any possibility of connecting a PC directly into the Openreach Modem, setting up a PPPoE connection?

Alternatively, try a different router (if you have one)

 

Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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loftybloke
Grafter
Posts: 80
Registered: 07-04-2013

Re: Broadband dropouts but no faults detected. Frustrating

I think we've got a spare old router. Can any type of router connect to our BT router thing? Please forgive my ignorance :/
Plusnet Help Team
Plusnet Help Team
Posts: 7,615
Thanks: 2,227
Fixes: 380
Registered: 21-04-2017

Re: Broadband dropouts but no faults detected. Frustrating

If that router is VDSL2 compatible, it would be fine.

You'll need to configure it using [yourusername]@plusdsl.net and your account password.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
loftybloke
Grafter
Posts: 80
Registered: 07-04-2013

Re: Broadband dropouts but no faults detected. Frustrating

I'll try and give that a go Smiley

 

thank you

Plusnet Help Team
Plusnet Help Team
Posts: 7,615
Thanks: 2,227
Fixes: 380
Registered: 21-04-2017

Re: Broadband dropouts but no faults detected. Frustrating

No problems, let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Moderator
Moderator
Posts: 26,531
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Registered: 14-04-2007

Re: Broadband dropouts but no faults detected. Frustrating

Moderator's note by Dick (Strat) Topic moved to fibre board.

Customer and Forum Moderator.