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Connection dropping 'on the hour'

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Grafter
Posts: 41
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

My connection dropped around 07:15 this morning and has not recovered ... I had to get security clearance and 'masked up' to go to work today!

I have an open ticket which is being looked at ... 

I've had a BT Openreach engineer test the line, he said its very good.

I've already tried two routers and swapped cables and filters to master socket etc but am being told to try another router when it arrives. My money is on a problem at the exchange that has got worse and worse and now popped but we'll see.

 

 

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Plusnet Help Team
Plusnet Help Team
Posts: 17,720
Thanks: 5,567
Fixes: 943
Registered: ‎21-04-2017

Re: Connection dropping 'on the hour'

Thanks for your posts @prosser99

I'm sorry to see the issues you've had with your connection and now it's stopped working altogether. As you've already tried two routers, personally I think we'd need to arrange another engineer visit to investigate further.

Could you drop a reply onto your ticket Here or the text we've sent with when you'll be available?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Grafter
Posts: 41
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

Some good news - I've just put this in my ticket (lets hop it doesn't drop):

This morning I can see that the router (NOT the new one that has just been dispatched) is now connected and I'm using it now. It seems to have been up since around 03:15 this morning, obviously I don't know if its going to be a stable connection or not.
I will work from home today initially and see how it goes.
Is it possible to confirm if there has been a fix somewhere in the network as no changes have been made at my address to fix it.

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Plusnet Help Team
Plusnet Help Team
Posts: 812
Thanks: 141
Fixes: 40
Registered: ‎24-04-2017

Re: Connection dropping 'on the hour'

Hi @prosser99, thanks for getting back to us. I'm glad to hear the connection looks to have been up a fair while now. Looking into your fault I can't see any work that's been carried out in the last 48 hours. If the issue is impacting more than just yourself however it could have been part of a fix on a wider issue.
Please do let us know how it goes with the connection today as we'll happily investigate further should issues persist.

 Ben Devine
 Plusnet Help Team
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Grafter
Posts: 41
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

Hi,

In my support ticket it says that "A fix has been completed by our suppliers which brought the service back online" can you check again? 

Unfortunately the disconnections have started again ... I've just posted this to my ticket:

 

I'd like to know what has been fixed please (i.e. where the issue was/is) as we had a number of disconnections last night?
Here are the last few disconnections from the router logs:

05:51:12, 18 Oct. (66508.820000) PTM over DSL is down after 68 minutes uptime
04:38:38, 18 Oct. (62155.700000) PTM over DSL is down after 302 minutes uptime
23:33:17, 17 Oct. (43834.610000) PTM over DSL is down after 112 minutes uptime
21:38:19, 17 Oct. (36935.860000) PTM over DSL is down after 2 minutes uptime
21:31:59, 17 Oct. (36556.020000) PTM over DSL is down after 606 minutes uptime

Also for information, as soon as the new router that was dispatched to me arrived I installed it including replacing all cables and power supply and as you see above the problem is still occurring.

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Grafter
Posts: 41
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

More disconnections ...

16:40:06, 18 Oct. (105441.760000) PTM over DSL is down after 646 minutes uptime
16:59:43, 18 Oct. (106618.430000) PTM over DSL is down after 15 minutes uptime
17:18:45, 18 Oct. (107761.010000) PTM over DSL is down after 15 minutes uptime

 

I'll be calling in the morning!