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Broadband keeps dropping

mmace
Grafter
Posts: 35
Thanks: 7
Fixes: 1
Registered: ‎20-10-2017

Broadband keeps dropping

I've been with PN for just over a month now, however in the past few days the broadband connection keeps dropping.
We're plugged into the master socket, there's a dial tone when it happens, I've changed the micro filter but I've seen the router flashing orange, then the 'b' appears, then flashes again before connecting.
It's the same socket and wiring we've had for years (trouble free) for years.

In the past 3 days I've seen it drop at least twice each day, including 5 minutes ago.

Any suggestions?
Can PN see when it drops in any logs and maybe suggest why it's happening?

Thanks
27 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 493
Thanks: 98
Fixes: 13
Registered: ‎07-12-2017

Re: Broadband keeps dropping

Hi there, I am sorry you have been having issues.

 

I have tested the line and looks like there is a Phone Fault being detected. I have raised this to our suppliers and our faults team will monitor this for you Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
Manny7860
Aspiring Pro
Posts: 201
Thanks: 33
Fixes: 2
Registered: ‎19-11-2017

Re: Broadband keeps dropping

mine does this too can you check my line please?
Just disconnected now at 19.24
Excellent!
Plusnet Help Team
Plusnet Help Team
Posts: 493
Thanks: 98
Fixes: 13
Registered: ‎07-12-2017

Re: Broadband keeps dropping

Hi @Manny7860, I've tested your line (that was the drop at 19:24 probably) and no issues have been detected.

 

One of the settings on the line was incorrect (SNR set too low) and this has likely been causing the instability. I have amended this so please monitor your connection and let us know if there are any further issues Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
Manny7860
Aspiring Pro
Posts: 201
Thanks: 33
Fixes: 2
Registered: ‎19-11-2017

Re: Broadband keeps dropping

Oh thanks . When my fibre switch goes through will the snr settings change?
Excellent!
Plusnet Help Team
Plusnet Help Team
Posts: 493
Thanks: 98
Fixes: 13
Registered: ‎07-12-2017

Re: Broadband keeps dropping

@Manny7860 when your Fibre order completes, the SNR may change again however it doesn't have as much of an effect on Fibre connections, so there should be no issues Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
Manny7860
Aspiring Pro
Posts: 201
Thanks: 33
Fixes: 2
Registered: ‎19-11-2017

Re: Broadband keeps dropping

Thanks for your reply.. alright I see.
Excellent!
mmace
Grafter
Posts: 35
Thanks: 7
Fixes: 1
Registered: ‎20-10-2017

Re: Broadband keeps dropping

Apologies, it never emailed to say there were any replies to my post!
I had someone do some work at the cabinet a few days ago, but it's no better, we are at home more at the moment due to holidays so we are noticing it more.
We now have Google Home which stops working and yesterday we got a Harmony Hub to control everything, but when the connection drops it gets kicked off the internet but then never reconnects so we have to reboot it each time. Not good when it's our remote control.
It went funny again this morning just before 10am if that can be checked?
We are losing out on TV channels too that we can't watch or record!
Plusnet Help Team
Plusnet Help Team
Posts: 10,173
Thanks: 3,210
Fixes: 515
Registered: ‎21-04-2017

Re: Broadband keeps dropping

Testing your line is still finding a potential problem, so I'm re-raising that to Openreach now.

We'll be in touch via ticket 164585722 when we've got more info.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
mmace
Grafter
Posts: 35
Thanks: 7
Fixes: 1
Registered: ‎20-10-2017

Re: Broadband keeps dropping

Thanks Gandalf, BT came out again Wednesday, however it's still doing it (last time was 2 minutes ago) 😞
Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 493
Thanks: 98
Fixes: 13
Registered: ‎07-12-2017

Re: Broadband keeps dropping

Hi I can see an engineer has been and completed further work, the line is now testing clear.

 

If your still having issues make sure you have gone through our Troubleshooting here.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
mmace
Grafter
Posts: 35
Thanks: 7
Fixes: 1
Registered: ‎20-10-2017

Re: Broadband keeps dropping

Hi, been through troubleshooting, also replied to the emails but had no response (I replied straight away a few days ago).
Still having issues. It lost connection again around 1am (I saw the router lights change), just now even though the light was blue and the router interface said it was connected ok there was no internet connection, I could not browse on any device (wired or wireless) and I could not ping anything. This happens quite often, the router thinks all is ok but nothing in the house can send or receive data.
mmace
Grafter
Posts: 35
Thanks: 7
Fixes: 1
Registered: ‎20-10-2017

Re: Broadband keeps dropping

Just dropped again, 4th time today 😞
azc
Rising Star
Posts: 71
Thanks: 18
Fixes: 1
Registered: ‎16-10-2015

Re: Broadband keeps dropping

Can you confirm if this about an ADSL or Fibre connection ?

Its just that your comments about the router lights suggests you are using a PlusNet Hub One which is usually only issued for fibre, and this thread is on the board for ADSL. If you are on fibre it should get moved to the Fibre Broadband board.

mmace
Grafter
Posts: 35
Thanks: 7
Fixes: 1
Registered: ‎20-10-2017

Re: Broadband keeps dropping

It's FTTC, just dropped again now