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Dropping connection

Plusnet Help Team
Plusnet Help Team
Posts: 14,307
Thanks: 4,459
Fixes: 727
Registered: ‎21-04-2017

Re: Dropping connection

No problem @sep9001 In fairness the close button is really close to the view button.

I've gone to book the appointment but based on availability there aren't any slots available I'm afraid.

I've added a list of the available slots for the next two weeks to your fault ticket 192846897. It's worth noting that we see a live appointment system so these slots may change by the time we go to book the engineer.

Feel free to nudge us over here once you've responded to the ticket.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
sep9001
Grafter
Posts: 28
Thanks: 2
Registered: ‎13-11-2017

Re: Dropping connection

Morning @Gandalf ,

Thank you for looking into the ticket. I have responded to the ticket.

Plusnet Help Team
Plusnet Help Team
Posts: 14,307
Thanks: 4,459
Fixes: 727
Registered: ‎21-04-2017

Re: Dropping connection

Hi @sep9001

That's all booked in for Friday morning, let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
sep9001
Grafter
Posts: 28
Thanks: 2
Registered: ‎13-11-2017

Re: Dropping connection

Hi

 

The engineer came checked everything at home which was fine, went to the box and did something and my connection was stable for a while, however as before for some reason my connection drops every so often.

Looking at my router stats it dropped again about 15 hours ago, at least this time the Down Stream and Up Stream have not dropped as last time:

 

VDSL Link Downstream Upstream
Link Rate 60154 Kbps 14175 Kbps
Line Attenuation D0( 13.8) D1( 37.8) D2( 60.4) dB U0( 6.1) U1( 30.7) U2( 48.8) U3(N/A) U4(N/A) dB
Noise Margin D0( 4.5) D1( 4.5) D2( 4.7) dB U0( 3.9) U1( 3.8) U2( 3.7) U3(N/A) U4(N/A) dB
VDSL2 Profile Profile 17a  

 

Why does it keep dropping the connection, is it that there are too many connections in the green BT box and when someone tries to connect or fix someone else issues it causes issues on my line.

 

Log from from the router:

[Time synchronized with NTP server 0.uk.pool.ntp.org] Sunday, October 06,2019 00:26:42
[Internet connected] IP address: 209.93.141.179 Sunday, October 06,2019 00:26:39
[DSL: Up] Sunday, October 06,2019 00:26:06
[Internet disconnected] Sunday, October 06,2019 00:25:46
[DSL: Down] Sunday, October 06,2019 00:25:36

 

Please help, can someone please look into this for me.

 

Thank you

 

Plusnet Help Team
Plusnet Help Team
Posts: 932
Thanks: 112
Fixes: 43
Registered: ‎26-03-2018

Re: Dropping connection

Hi @sep9001,

I'm sorry to hear the connection dropped out again. I've tested your line this morning and from what we can see everything appears to be working as expected, with only a couple of drops in the last 9 days. Occasionally, the connection may drop out, but this isn't something we'd consider a fault unless it happens repeatedly over a short period of time. It may be worth keeping an eye on the connection over the next few days to see if any further drops occur and if they do then it may be worth trying find any kind of pattern behind the drops. Let us know how this goes 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