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DSL disconnecting and reconnecting

Posts: 16
Registered: ‎31-01-2011

DSL disconnecting and reconnecting

My Plusnet One hub loses its DSL connection at least once on most days, quite often several times in one day. It generally reconnects on the first reconnection attempt, but occasionally it has to try twice. The reconnections appear happen at random times, often when we are using the Internet, but sometimes in the middle of the night when we are asleep according to the router log.

The master socket is in the garage at the wrong end of the house, so I have a DSL filter on the front of it to isolate all the telephone wiring and I used a twisted pair extension kit to provide an unfiltered socket for the router. This was necessary because we are a long way from the cabinet (nearly a mile I suspect) and I was unable to get a DSL connection at all using the house telephone wiring and microfilters.

I reported the problem to Plusnet, but they insist that I must connect the router to the test socket for long enough to establish that the fault still occurs. That would leave us without telephone or internet for a couple of days, which is unacceptable, especially to my wife.

Does anyone have any suggestions? Here are the current router stats; but I quite often see the reported noise margin below 3.

1. Product name: Plusnet Hub
2. Serial number: ******
3. Firmware version: Software version Last updated 13/08/17
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 19:32:03
6. Data rate: 1997 / 27207
7. Maximum data rate: 2630 / 27887
8. Noise margin: 9.0 / 4.8
9. Line attenuation: 38.5 / 29.8
10. Signal attenuation: 38.7 / 25.3
11. Data sent/received: 13.2 GB / 99.0 GB
12. Broadband username: *****
13. 2.4 GHz Wireless network/SSID: *****
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-Q628
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
22. MAC Address: *****
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0
Plusnet Help Team
Plusnet Help Team
Posts: 6,003
Thanks: 581
Fixes: 219
Registered: ‎01-01-2012

Re: DSL disconnecting and reconnecting

Sorry to hear you're having issues.

Our tests aren't showing any problems but we would need you to connect to the test socket as if a engineer goes out this is the only place they'll test from.


In addition if it's the extension at fault a £65 charge would be applicable.


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