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Daily Connection Dropouts

Horrox342
Dabbler
Posts: 17
Thanks: 2
Registered: ‎16-05-2021

Daily Connection Dropouts

Good morning all.
We seem to be having daily Dropouts with our Fibre. Happens up to 5 times a day and is a real pain in the backside.
No set time for when it happens.
We have wired and wireless connections, and 1 WiFi extender plug thing, these all lose connection when it happens. Light on router turns red and takes a good few minutes to come back on.

Any ideas guys? Thanks 😊
31 REPLIES 31
RichardB
Aspiring Champion
Posts: 808
Thanks: 264
Fixes: 27
Registered: ‎19-11-2008

Re: Daily Connection Dropouts

Hi @Horrox342 

If it is not already and as a test, I would recommend plugging the router into the BT test socket behind the master socket.

A guide is at: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Regards

Richard

 

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,315
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Registered: ‎21-04-2017

Re: Daily Connection Dropouts

Welcome to our community forums @Horrox342 Smiley

Line tests aren't showing any issues but I can see your connection's been dropping

 

Drilling down into the logs our end, it looks like your router's forgetting the password it needs to connect to the internet as we can see a lot of password incorrect attempts. I've given things a kick this side, can you factory reset the router by pushing a paper clip into the reset pin hole at the back for 20 seconds?

Let us know how it goes and if there are further issues afterwards

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Horrox342
Dabbler
Posts: 17
Thanks: 2
Registered: ‎16-05-2021

Re: Daily Connection Dropouts

Thanks for looking into it 😊 I've reset the router as you said, will monitor over next few days and see how it is. Is a Home plug likely to affect it at all?
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,315
Thanks: 6,520
Fixes: 1,076
Registered: ‎21-04-2017

Re: Daily Connection Dropouts

No problem and I wouldn't have thought so. Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Horrox342
Dabbler
Posts: 17
Thanks: 2
Registered: ‎16-05-2021

Re: Daily Connection Dropouts

Had a few dropouts today again, and my speed seems to have dropped dramatically to around 5mbps as of right now. Any other suggestions before the router has a flight lesson? 🙄😂
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 1,354
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Registered: ‎26-03-2018

Re: Daily Connection Dropouts

Hey there @Horrox342,

I'm sorry to hear you're experiencing issues again. Having had a look at the connection this evening, I can see that the drops seem to have started up again from yesterday morning. Did anything happen around this time that could have caused them to occur? Additionally, have you have had the chance to set the router up within the test socket in the property as suggested earlier in the thread?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Horrox342
Dabbler
Posts: 17
Thanks: 2
Registered: ‎16-05-2021

Re: Daily Connection Dropouts

Hey.

We do nothing different throughout the day to have an impact on the connection. My wife is at home on Maternity leave so general usage through the day is the likes of Netflix/Disney+/Catchup TV, all of which are being interrupted throughout the day.

I've not had chance to test the master socket as yet, will do when I get a spare moment to do so.

Are there any other factors that may cause the issues we're having?

Thanks.
Horrox342
Dabbler
Posts: 17
Thanks: 2
Registered: ‎16-05-2021

Re: Daily Connection Dropouts

*update

Have plugged into the 'test' socket under the faceplate. How long do you recommend keeping it plugged in there for?
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 1,354
Thanks: 160
Fixes: 65
Registered: ‎26-03-2018

Re: Daily Connection Dropouts

Thanks for getting back to us @Horrox342. It's best to leave it in there over the course of the next few days and see how it performs. If it continues to drop out then just let us know on here so that we can continue with our investigation Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Horrox342
Dabbler
Posts: 17
Thanks: 2
Registered: ‎16-05-2021

Re: Daily Connection Dropouts

Hi again, few more dropouts today reported by the wife. Done a full reset of everything once I've got home, checked all wires/filter etc...all seems fine. Any issues showing on your end? Thanks.
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 1,354
Thanks: 160
Fixes: 65
Registered: ‎26-03-2018

Re: Daily Connection Dropouts

Hi there,

I can only see the one drop at around 12 earlier today and then again when you've rebooted it after getting home. Do you know if your wife manually rebooted the router when she was experiencing issues with the connection earlier today?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Horrox342
Dabbler
Posts: 17
Thanks: 2
Registered: ‎16-05-2021

Re: Daily Connection Dropouts

Hi, no she did not reboot at all today, only when I came home. Have just experienced yet another dropout just now. Getting more and more frustrated that this keeps occurring, yet everything seems to be fine on your end? Where can I go from here?
Horrox342
Dabbler
Posts: 17
Thanks: 2
Registered: ‎16-05-2021

Re: Daily Connection Dropouts

*update* 20:24, another dropout.

Need this resolving. My wife studies online as part of her teacher training in the evenings, these dropouts are not helping.

Advice please before this becomes unbearable.
Horrox342
Dabbler
Posts: 17
Thanks: 2
Registered: ‎16-05-2021

Re: Daily Connection Dropouts

Reporting more dropouts last night and this morning. I have a child at home taking part in online classes, this is impossible with the issues we have. Can someone please advise?