Connection keeps on dropping -- Can't resolve https://dbtpnhdm.bt.mo

[#1]

Hello Plusnet

Overnight, our broadband connection has started to drop connections. 
Was working fine last night - this morning it's been unable to maintain a consistent connection. 

Seeing numerous errors in the router logs of the following nature:

08:11:09, 16 Apr.	( 4948.490000) CWMP: session closed due to error: Could not resolve host
08:11:06, 16 Apr.	( 4945.810000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username

 Call centre is not accepting any calls at this time -- connectivity has been intermittent this morning - please assist - i need this connection to WFH.

[#2]

Hi @Allfankledup,

I'm sorry that your connection is dropping and for the inconvenience that this is causing you. I've attempted to test the line but the test isn't running correctly at the moment and indicates that this may be because the landline is currently in use. Please can you confirm whether you're currently on the landline? If not, I will try and run the test again.

[#3]

Hey @EmilyD - thanks for getting back to me - Line is currently free if you want to run your test again. 

I powered down the router for 20mins this morning and it's been ok since - but I'd like to ensure that it's going to stay working..

thanks

[#4]

Thank you for confirming that. Things do seem to have stabilised since you powered the router off this morning, with the connection log showing no drops over the past five and a half hours. Testing your line isn't picking up any problems from here at the moment:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

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	42.1 Mbps
Upstream Speed	13.2 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	782.8
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Good
Interference Pattern	Regular Interference Observed on Week Days
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From03:45to04:00
Interference Location	Unknown
Interference Observed In Days	3
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Retransmission Low
Time Stamp	2020-04-03T15:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	43.2 Mbps	45.3 Mbps	44.7 Mbps
Up Stream Line Rate	12.9 Mbps	13.4 Mbps	13.0 Mbps
Up Time	121.0 Sec	900.0 Sec	896.4 Sec
Retrains	0.0	6.0	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	2020-04-16T13:44:05Z	2020-04-16T13:59:05Z
Ingress Code Violation	2	1
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

I'd recommend that you keep an eye on your connection and if it starts dropping again run through our troubleshooting guide here. Please get back in touch if the troubleshooting doesn't resolve the problem.