Constant broadband dropouts - unlimited fibre extra

[#1]

Hi,

I'm experiencing constant dropouts which are rendering my package useless. Cannot stream tv or game.

Can someone please look into this. The router is a plusnet hub and is a pretty old one. Had a new line to house a while back so that is all pretty new.

1. Product name: Plusnet Hub

2. Serial number: +081441+NQ63016309

3. Firmware version: Software version 4.7.5.1.83.8.263 Last updated 19/02/19

4. Board version: Plusnet Hub One

5. DSL uptime: 0 days, 00:04:33

6. Data rate: 15407 / 69259

7. Maximum data rate: 13228 / 72832

8. Noise margin: 8.0 / 3.0

9. Line attenuation: 13.8 / 13.7

10. Signal attenuation: 13.4 / 13.9

11. Data sent/received: 14.0 MB / 48.2 MB    

13. 2.4 GHz Wireless network/SSID: PLUSNET-2K3H

14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))

15. 2.4 GHz Wireless security: WPA2

16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)

17. 5 GHz Wireless network/SSID: PLUSNET-2K3H

18. 5 GHz Wireless connections: Disabled

19. 5 GHz Wireless security: WPA2

20. 5 GHz Wireless channel: Automatic (Smart Wireless)

21. Firewall: Default

23. Modulation: G.993.2 Annex B

24. Software variant: AA 25. Boot loader: 1.0.0

[#2]

Hi, can anyone check this for me and advise next steps?

[#3]

Hi @redpj Thanks for getting in touch.

I'm sorry to see you're experiencing connection problems.

Taking a look at your connection log from the past 7 days things haven't been good at all: 

Line tests aren't showing the cause for this so before we go down the path of arranging an engineer visit there are two steps I'd like see we try. The first is to connect your router into the test socket as explained Here and the second is to send out a replacement router to rule out or confirm that to be the cause for the problem so I've ordered a new router for you now which you should receive within the next few days.

If you're still experiencing drops then I'd recommend replying to your fault ticket Here (That I've just updated) with your availability for an engineer to visit.

Let us know how it goes.

Moderator's note by Mike (Mav): Typo edited as requested by OP.

[#4]

Hi,

I connected to the test socket, rebooted, and it was no different. I believe the problem is router based and not the line as I'm seeing a lot of erratic behaviour with the router, such as:

- constantly being asked to connect to network

- network present but no internet

- 100 connections limit reached

Looking forward to plugging in the new router.

Thanks,

[#5]

Hi @redpj,

I would wait until the new router to arrive before we book an engineer. Please let us know if the new router makes any difference.

[#6]

That's exactly what I've said. I believe it's router based and I'm looking forward to plugging the new on in.