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Connection intermittently dropping

mrsmairivance
Newbie
Posts: 2
Registered: 24-06-2018

Connection intermittently dropping

For the last week at least once a day our router restarts and the connection drops off for at least a couple of minutes. There’s new wiring put in from master socket and I’ve also tried the router in the test socket and it still happens at least once a day.
3 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 328
Thanks: 129
Fixes: 26
Registered: 26-03-2018

Re: Connection intermittently dropping

Hi @mrsmairivance,

 

I'm sorry to hear that your connection has been dropping. I can see from your connection log that you have been experiencing intermittent drops:

image15299151608365[1].png

I've tested your line but the test is not picking up the cause of this problem:

 

GEA Service Test
GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXXXX
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 40.0 Mbps
Upstream Speed 6.5 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
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 758.6
Upstream Rate Assessment Reasonable
Downstream Rate Assessment Reasonable
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2018-06-22T20:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 39.9 Mbps 43.1 Mbps 42.0 Mbps
Up Stream Line Rate 5.9 Mbps 6.7 Mbps 6.1 Mbps
Up Time 542.0 Sec 900.0 Sec 896.0 Sec
Retrains 0.0 10.0 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 2018-06-25T07:55:22Z 2018-06-25T08:10:22Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

Thank you for confirming that you have tried connecting the router directly to the test socket. As this hasn't resolved the issue, the next stage would be to investigate this as a fault. Please report the issue to our faults team here and let us know when you've completed it.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
mrsmairivance
Newbie
Posts: 2
Registered: 24-06-2018

Re: Connection intermittently dropping

Hi. Tried doing this but won’t recognise my isp user name and I’m assuming the password is the one at the base of the router
Plusnet Help Team
Plusnet Help Team
Posts: 328
Thanks: 129
Fixes: 26
Registered: 26-03-2018

Re: Connection intermittently dropping

I'm sorry to hear that it won't accept your details. The account password is different to the password that's printed on your router - this will be a password that you've created yourself when you signed up with us. If you've forgotten the password, please reset it via the link here.

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