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Fiber Intermittently Keeps Disconnecting

Posts: 1
Registered: 02-08-2017

Fiber Intermittently Keeps Disconnecting

We've upgraded to fibre last week and since then it's constantly dropping connection and flashing orange, it does sort it self out after a minute or so and return to blue but it's making life difficult for our business (not just on the admin side of things), but with our till system, credit card machine and signing in tablets, as they all use the internet and all drop out for a few minutes. Not a great selling point, as we stand their with customers waiting for the internet to connect, and all we can say is its Plusnet connection issue (which isn't a great selling point for you).

This seems to be happening about 2/3 times an hour, I've tried a new filter and constant resets. Phone line sounds fine.

Up to the point upgrading to Fibre, its been fine and i always sung Plusnets praises.

I can email the router log if this helps. Is there anything at Plusnet's end that you can check the connection etc ?

Thank you

Plusnet Staff
Plusnet Staff
Posts: 183
Thanks: 43
Fixes: 4
Registered: 29-04-2013

Re: Fiber Intermittently Keeps Disconnecting

Looks like you have started the fault checker journey on your account. I would recommend to complete this and get this looked at by the Business Support team.

Once you complete the ticket it will be passed to them for investigation.

Your line appears to be retraining heavily and dropping PPP


Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0003
Description No problem found, OAM test is not currently supported on this line.
Main Fault Location OK
Sync Status In Sync
Downstream Speed 28.1 Mbps
Upstream Speed 17.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 635.1
Upstream Rate Assessment Good
Downstream Rate Assessment Low
Interference Pattern Regular Interference Observed Daily
Service Impact Retrains Observed
Interference Duration Longest Occurrence From 14:45 to 15:45
Interference Location Customer Premise
Interference Observed In Days 6
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Current 15Min Bin Retrains 1
Last 15Min Bin Retrains 0
Profile Name 0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2017-07-27T08:30:00
Parameters MIN MAX AVG
Down Stream Line Rate 28.0 Mbps 44.4 Mbps 36.0 Mbps
Up Stream Line Rate 16.5 Mbps 20.0 Mbps 18.4 Mbps
Up Time 120.0 Sec 900.0 Sec 890.2 Sec
Retrains 0.0 131.0 0.5
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2017-08-02T12:59:27Z 2017-08-02T13:14:27Z
Ingress Code Violation 0 47
Egress Code Violation 5 0
Errored Seconds 1 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 40