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Connection dropping

Posts: 25
Registered: ‎18-10-2013

Connection dropping

My internet connection drops every time I connect my phone to wifi. When I try to reconnect, I'm asked to sign in, then redirected to hub manager. I enter details etc, connection is reestablished then, after maybe 30 seconds, it cuts out again. There's no problem when I turn off my phone's wifi. Bit of a technophobe, so at a loss what to do. Any ideas?

Plusnet Help Team
Plusnet Help Team
Posts: 722
Thanks: 100
Fixes: 43
Registered: ‎25-02-2019

Re: Connection dropping

Hi @christorcorr,

I've had a check of the connection and there definitely seems to be something out of place somewhere as we can see the disconnections from this end and a fault was detected when testing the line.


Test Outcome Fail
Test Outcome Code GTC_FTTC_SERVICE_1613
Description Potential HR Joint detected on GEA service. Please continue to submit a trouble report
Main Fault Location CE
Sync Status Out Of Sync
Downstream Speed 79.9 Mbps
Upstream Speed 20.0 Mbps
Appointment Required Y
Fault Report Advised Y
NTE Power Status Unknown
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 300.9
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Technology VDSL
Profile Name 0.128M-80M Downstream 3dB, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2019-08-08T21:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 79.9 Mbps 79.9 Mbps 79.9 Mbps
Up Stream Line Rate 19.9 Mbps 19.9 Mbps 19.9 Mbps
Up Time 868.0 Sec 900.0 Sec 899.9 Sec
Retrains 0.0 1.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2019-08-21T19:33:18Z 2019-08-21T19:48:18Z
Ingress Code Violation 0 58
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 16


Although our tests aren't picking up exactly what's causing the issue so we will have to do some troubleshooting to start ruling things out.


I would first advise you to reset the router. This can be done by pressing a pin, cocktail stick etc.. into the "reset hole on the back of the router for 5-15 seconds. You should see the router reboot and then within a few minutes hopefully this may have resolved the issue you're seeing.

If not, I'd recommend starting with basic checks here

And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here

If the problem still persists from here we will go down the route of raising a fault, please click here to do so and let us know once you've done the checks and raised the fault so we can progress it for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Plusnet Help Team