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Dozens of disconnections in the last week, and low speeds

StuToo
Newbie
Posts: 2
Registered: ‎09-12-2019

Dozens of disconnections in the last week, and low speeds

Hi

 

We've been getting very frequent disconnections over the last few weeks - over 20 in the last week and speeds have dropped, used to get ~55Mbps, currently connected at 42, and have been lower (3Mbps was seen today!).

 

I did think there was some fault that had been fixed when it stayed connected for 24 hours on Friday, but it seems I was over optimistic...

 

We had an engineer call out quite a while back, and had a modern master socket with the dedicated router port fitted, which seemed to largely fix the previous disconnection problems.

 

Can anyone check the state of the line - the disconnections seem to be independent of anything running in the house, happening at all times of day.

 

Relevant bit from routers helpdesk info page below:

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ52926765
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated 27/01/19
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 00:39:07
6. Data rate:	8747 / 42051
7. Maximum data rate:	9236 / 50978
8. Noise margin:	5.9 / 10.9
9. Line attenuation:	33.0 / 21.9
10. Signal attenuation:	33.0 / 21.0

 

3 REPLIES 3
Plusnet Help Team
Plusnet Help Team
Posts: 1,087
Thanks: 127
Fixes: 47
Registered: ‎26-03-2018

Re: Dozens of disconnections in the last week, and low speeds

Hi @StuToo,

I'm sorry to hear that you're experiencing these issues. Having tested your line this morning I can definitely detect a fault, but we're uncertain as to where exactly it lies. Before we proceed any further with our investigation, I would strongly recommend setting the router up within the test socket in the property and we have a guide on how to do this here. I would also recommend carrying out our online troubleshooting guide, which can be found here.

Please let us know if these guides show any sign of improving the connection and we'll be happy to pick this back up for review.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
StuToo
Newbie
Posts: 2
Registered: ‎09-12-2019

Re: Dozens of disconnections in the last week, and low speeds

Hi @TheMightyAJ 

Thanks for checking.

 

I've dug out a microfilter and attached the router using that to the master socket, with and without the phone connected, both were always connected to the main socket, I don't see much difference from what is shown on the helpdesk info page.

 

The phone line seems ok - I can hear a slight hiss with the phone on max volume, but not enough to think about complaining for calls.

 

14:23 MF + Phone + Router

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ52926765
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated 27/01/19
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 00:07:57
6. Data rate:	8738 / 38171
7. Maximum data rate:	9221 / 59377
8. Noise margin:	6.0 / 13.2
9. Line attenuation:	33.0 / 21.5
10. Signal attenuation:	32.8 / 19.8

 

I unplugged the phone and rebooted the router:

 

14:29 MF + Router
1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ52926765
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated 27/01/19
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 00:01:52
6. Data rate:	8757 / 38171
7. Maximum data rate:	9236 / 59611
8. Noise margin:	6.1 / 13.2
9. Line attenuation:	32.9 / 21.5
10. Signal attenuation:	32.7 / 19.8

 

It has been more stable before I did this, with the only disconnects in the early hours (1:50, 2:50ish) but any suggestions or another look would be welcome.

 

Thanks.

Plusnet Help Team
Plusnet Help Team
Posts: 636
Thanks: 118
Fixes: 35
Registered: ‎24-04-2017

Re: Dozens of disconnections in the last week, and low speeds

Hi @StuToo, thanks for getting back to us and I'm sorry to hear the drops are still ongoing.
Just to confirm, when you say you've tried just the router into a filter in your master socket, did you mean your test socket under the faceplate? If so and the drops are still persisting in that set-up then the please report the issue here and let us know when you've completed it. If not then we'd recommend getting just the router with a filter into your test socket and monitoring to see if the issues persist. Let us know once you've raised the fault as we'll happily progress this further for you.

 Ben Devine
 Plusnet Help Team