Broadband keeps dropping out multiple times a day

[#1]

I recently took the Unlimited Fibre Extra package, and since the start (almost a month now), I've been having intermittent dropouts. I was told in the first two weeks this is normal, but I now get them daily, multiple times a day.

Having already spoken once to tech support on the phone, they said to test directly from the master socket, but it seems the problem continues. I tried to phone again, but I'm not prepared to wait in a 45+ minute queue right now. Can someone please check my line or something? I'm unsure where else to go with this, and I know it's not items I've got on the network at home. It is happening at random times during the day and night.

[#2]

Line just dropped again. I'll post here every time it does when I'm around. It also happened last night/morning at the same rough time.

[#3]

If it helps, these are the troubleshooting details from the router:

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ81480553
3. Firmware version:	Software version 4.7.5.1.83.8.237.2.2 Last updated Unknown
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 00:03:17
6. Data rate:	12077 / 77509
7. Maximum data rate:	12066 / 77199
8. Noise margin:	5.9 / 3.1
9. Line attenuation:	26.4 / 20.4
10. Signal attenuation:	26.2 / 20.9
11. Data sent/received:	2.1 MB / 38.2 MB
12. Broadband username:	[Removed]@plusdsl.net
13. 2.4 GHz Wireless network/SSID:	xxxxxxx
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)
17. 5 GHz Wireless network/SSID:	xxxxxxxx
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:	ac:3b:77:d0:25:aa
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

Moderator's note by Mike (Mav): Personal information removed from a public forum (to an area that staff can see).

[#4]

There are alternatives to ringing Plusnet.

Your line shouldn't be dropping that often. It may be worth reporting this as a fault to get action underway. Run though the checks at https://www.plus.net/help/broadband/connection-troubleshooting/ and report a fault at https://www.plus.net/apps/kbdfaults It takes a bit of your time but costs you nothing, and makes Plusnet aware of your issue, they have to look at it, and gets the issue into the queue for action. (Don't use Firefox for the BT speed test as, currently, there is a problem with that browser running that test.)

Please let us know how you get on.

[#5]

Hi @Phalanx, sorry to hear you're having connection issues.

There definitely looks to be an issue given the drops shown on the graph below:



Although when testing the broadband side of things nothing showed as problematic when running a test on your line it has identified a problem.
Test Result: Fail - Fault located at exchange (Openreach side of MDF)
Description: FAULT - Probable Exchange Line Card Circuit Fault

I have therefor raised this with our suppliers who give us a standard 48 working hour turn-around time and currently we have a estimates response time of 01/08/18 by 17:00. Keeping in mind this can be resolved sooner and our faults team will be back in touch if further action is required.

The raised fault ticket on your account can be found here

I'd suggest if you haven't her anything by 5pm Wednesday and are still seeing drops in connection to send us a message on here and we can chase this up for you.

[#6]

So after having an engineer visit, who did nothing but check the master socket, despite the ticket stating where the possible fault was, then telling me to keep the ticket updated if it keeps happening, the same problem is persisting. Today has been twice, with the latest just a moment ago.

Please can the ticket be chased? Thank you.

[#7]

hi m8 i know your frustration and yet another engineer who has done nothing its madness

[#8]

Hi @Phalanx, 

Sorry to hear this! 

I've updated this ticket so we can get this processed asap. 

Give it a read and reply to it - and then shout up on here once you've done so and one of us will pick it up.

Thanks 

[#9]

Thank you, I have updated the ticket as requested.

[#10]

@Phalanx 

Thanks for the quick reply - bit of a hiccup doing that, explained it all on the ticket again. 

Sorry about this 

[#11]

And updated.

[#12]

Thanks. Line tests are actually showing no fault now.

Before I report this through to our suppliers as a broadband fault to task out a broadband engineer, I think I've identified the reason for the drops you're experiencing.

Your circuit has an SNR (Signal to Noise Ratio) of 3dB which means the software at the exchange is pushing as much speed to you as possible, but for some reason the Hub One router sometimes doesn't play too well with lines on a 3dB profile and may disconnect.

I've asked our products team to push out a firmware update to your router and I'll update you when this has happened.

[#13]

Great, I'll wait to hear then.

[#14]

The firmware upgrade has come through.

Just now however, I saw a disconnect. The event log shows:

( 17.940000) Boot reason: watchdog reset (cause: 0x3)

[#15]

I'd recommend keeping an eye on it as your connection seems to have been stable since then.