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Connection problems

Posts: 10
Registered: ‎14-08-2019

Connection problems

So I'm 12 months in to an 18 month contract and had no issues up to now. In the last week or so my router loses connection 3-4 times a night (it may do it during the day but I'm at work). Does anyone know what the problem could be and what I can do to rectify this? I'm not very happy
Plusnet Help Team
Plusnet Help Team
Posts: 1,967
Thanks: 337
Fixes: 111
Registered: ‎26-03-2018

Re: Connection problems

Hi @LisaR84


I'm sorry that your connection has been dropping and for the inconvenience caused. I can see the drops on your connection log:

However, testing your line hasn't picked up the cause of the problem:

GEA Test Detail
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 38.6 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 955.1
Upstream Rate Assessment Good
Downstream Rate Assessment Reasonable
Interference Pattern Regular Interference Observed on Week Days
Service Impact Retrains Observed
Interference Duration Longest Occurrence From05:15to05:30
Interference Location Unknown
Interference Observed In Days 5
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-40M Downstream 3dB, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2019-10-10T11:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 35.5 Mbps 39.0 Mbps 36.1 Mbps
Up Stream Line Rate 6.3 Mbps 6.6 Mbps 6.4 Mbps
Up Time 652.0 Sec 900.0 Sec 897.9 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 2019-10-23T09:54:55Z 2019-10-23T10:09:55Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

As this is the case, we'll need to do some troubleshooting to try and narrow down the cause of the fault. I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the guide here for instructions on how to connect to the test socket.


If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Posts: 10
Registered: ‎14-08-2019

Re: Connection problems

I have watched the videos, checked my phone line, unplugged/re-plugged wires and had it plugged in the master socket but around the same time each evening the connection drops. It has dropped twce this evening when trying to do my work
Plusnet Help Team
Plusnet Help Team
Posts: 2,361
Thanks: 467
Fixes: 117
Registered: ‎07-12-2017

Re: Connection problems


I am sorry that the troubleshooting steps have not resolved the issue @LisaR84. Can you please log a fault here and if you let us know on here once done, we can pick this up and investigate further for you.

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