cancel
Showing results for 
Search instead for 
Did you mean: 

Broadband line drops

Highlighted
Dabbler
Posts: 19
Thanks: 3
Registered: ‎24-04-2020

Broadband line drops

I've just renewed my Plusnet contract for 2 years, but the internet connection has been dropping, the Hub's orange light comes on then reconnects after a couple of minutes.

It's happened a few times over the past week during the day (when I'm working at home) but after talking to PlusNet support, they checked and it still happens but around 1am to 2am which isn't a big deal, but it's still dropping.

Support are blaming something going on, in or around my property, e.g. an electrical surge but that just doesn't make any sense to me, I can think of nothing that's changed.

Also, devices are having problems connecting to wifi (when the broadband connection is up). I mentioned the latest .273 firmware release but support hadn't heard of it!

I'm not too happy at Plusnet support (but they are sending info on the wifi problems), so I'm hoping Communities can help a bit Smiley

 

Thanks in advance

7 REPLIES 7
Highlighted
Grafter
Posts: 28
Thanks: 2
Registered: ‎23-04-2020

Re: Broadband line drops

Any changes to your new office layout, location of the router perhaps?

Highlighted
Dabbler
Posts: 19
Thanks: 3
Registered: ‎24-04-2020

Re: Broadband line drops

No changes to my setup or environment, just the same as it's always been. The router is in the same place as when I moved to PlusNet 18 months ago.

The only change in devices in connecting to wifi is my son got a new xbox and I'm sure I read in a community post a wee while ago that their wifi problems started after they connected an Amazon/Google device.

I didn't think a new device could cause problems like that so I didn't bother taking much notice of it, but you never know.

 

Highlighted
Dabbler
Posts: 19
Thanks: 3
Registered: ‎24-04-2020

Re: Broadband line drops

@westcoaster wrote:

I've been speaking to PlusNet support about my broadband line dropping , usually around 1am to 2am (as someone mentioned earlier in thread), is this a pattern for others too?

 

@bobpullen replied to a post on another thread and said

... looks to me like the router is losing sync/line is dropping (timestamps below are an hour out):-

wan            May  1 00:17:17 2020 (4856199.700000) PPP LCP Send Termination Request [User request]
wan            May  1 00:17:21 2020 (4856204.100000) PPPoE is down after 1380 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
wan            May  1 00:17:21 2020 (4856204.100000) PTM over DSL is down after 1381 minutes uptime

wan            Apr 30 01:15:23 2020 (4773292.610000) PPP LCP Send Termination Request [User request]
wan            Apr 30 01:15:28 2020 (4773297.050000) PPPoE is down after 2517 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
wan            Apr 30 01:15:28 2020 (4773297.050000) PTM over DSL is down after 2518 minutes uptime

wan            Apr 27 00:10:51 2020 (4510219.860000) PPP LCP Send Termination Request [User request]
wan            Apr 27 00:10:55 2020 (4510223.940000) PPPoE is down after 3812 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
wan            Apr 27 00:10:55 2020 (4510223.940000) PTM over DSL is down after 3813 minutes uptime

 

Can anyone tell me what 'router is losing sync' means? I'm hoping this is going to shed some light on line drops

Highlighted
Newbie
Posts: 2
Registered: ‎24-04-2020

Re: Broadband line drops

Hi, this is exactly the same problem that is happening to me. I have also just renewed my contract and upgraded to unlimited fibre extra. Since the lockdown I have been working from home and the connection drops most week days. Support said to me that there must be something local to me that is causing the drops. Seems to me like the circuits could be overloaded.
Highlighted
Dabbler
Posts: 19
Thanks: 3
Registered: ‎24-04-2020

Re: Broadband line drops

Hi @jamestwilson84 , I pursed this with Plusnet support and they were of zero help. Despite experiencing broadband disconnects while working at home including twice in a row during a meeting with my team and boss (a bit embarrassing), Plusnet's view is that this is acceptable as I'm not experiencing 3 or more disconnects with 24 hours, or whatever it is.

 

Plusnet did absolutely nothing to investigate the cause of the drops to improve the service, they just hid behind *their* idea of an acceptable service.

They couldn't even be bothered to send out another HubOne to see if that made a difference. Very poor customer service and I very much regret that I renewed my contract back in April.

 

All I can say to you is that I really hope you have better luck than me, and your broadband does improve. Sorry I can't give you any advice.

 

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 293
Thanks: 36
Fixes: 16
Registered: ‎30-03-2020

Re: Broadband line drops

Hi @jamestwilson84 Smiley I can see the drops you're referring to but nothing is coming back when testing

 

If you haven't already done so, I would first advise having a run through our troubleshooting steps here:  https://www.plus.net/help/broadband/connection-troubleshooting/ and getting your router connected into the test socket for the time being as shown here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

 

If the issues then persist in the test socket, please log a fault here with us: https://faults.plus.net and if you let us know once done, we can investigate further. Smiley

 

 

 Noor
 Plusnet Help Team
Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 293
Thanks: 36
Fixes: 16
Registered: ‎30-03-2020

Re: Broadband line drops

Hi @westcoaster Smiley I am sorry to hear about your recent experiences. I've ran a test on your line and it is coming back with no fault found, looking at your connection you've had 2 drops in the last 7 days, if you do find the drops build up again then please plug everything into the test socket and raise a fault here.

 Noor
 Plusnet Help Team