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Fibre Dropping Every Day!!!!!!!

Ripperoo2018
Hooked
Posts: 6
Registered: ‎10-04-2018

Fibre Dropping Every Day!!!!!!!

I've been with Plusnet for well over a decade and switched over to fibre around 3 years ago when it first became available in my neighbourhood (I was probably one of the first in the green cabinet).

Anyhow, over the period I've had fibre, I've had constant daily disconnections.

It didn't used to bother us at the very start, but as the family have became more digitally dependent in that we stream most of the content we consume, be it Netflix, Prime Video, Xbox Live, Deezer Music, PC, tablets etc, it has become a lot more inconvenient that it ever was before.

I've had a Fritz!box 7490 since July 2015 and even had that replaced in 2017 after being told the disconnections may be due to a faulty router.

This was ill-advised as the replacement did not change anything and the disconnections continued.

I even went to the length of rewiring the entire house with CAT6 Ethernet cable to ensure there was good connections between router and the devices situated around the home.

At one point we were getting several disconnections per day, so after spending over £1000 on new routers, test equipment re-cabling and wasted digital subscriptions, I had several engineer visits who tried different things and the last engineer to visit changed a length of old 'aluminium' cable that was somewhere between the house and green cabinet which is about 300m away and this managed to  reduce the disconnections to around one per day normally.

But this is still not good enough and I think the connection should be more stable than this.

Especially when it takes up to 10 minutes for the connection to re-establish.

Not good when you're in the middle of a family movie or the next installment of Narcos or some other program.

I actually overheard the last engineer talking on the phone to a broadband engineer while he was trying to work out what was wrong and he said "There's something wrong with that green cabinet because it always takes ages for lines to reconnect".  It would be interesting to know if more than myself get disconnected at the same time, but I have no way of finding this out unfortunately.

 

Looking through my router settings, I noticed that there is something called SRA "Seamless Rate Adaptation", which is something I cannot change in the settings and digging around, it appears to be something the ISP can enable/disable.

Not sure if this applies to fibre connections though, but there must be something I can have done to make my connection more stable.

4 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 289
Thanks: 50
Fixes: 17
Registered: ‎26-03-2018

Re: Fibre Dropping Every Day!!!!!!!

Hi @Ripperoo2018

 

First of all, I'd like to say I'm sorry to hear of the issues that you've experienced whilst trying to improve the broadband connection thus far. I've taken a look into your connection and I can see that there have been improvements, but as you say there still drops in the connection, which can be seen below.

 
 

As you can see the connection seems to have a tendency to drop out between 8PM-10PM over the last few weeks and my first question off of the back of that would be if you've noticed or know of anything in or around the property that turns on or off at the times that we are seeing these connection drops? As it seems there is a trend to the drops, it's possible that there may be some sort of electrical interference affecting your connection and if that is the case and we can narrow it down, we may be able to resolve the issue sooner.

 

Once again, I'm sorry for any inconvenience this issue may have caused you and I hope we can get this one sorted out soon.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Ripperoo2018
Hooked
Posts: 6
Registered: ‎10-04-2018

Re: Fibre Dropping Every Day!!!!!!!

Thanks for looking into this TheMightyAJ.

I've actually wondered about whether something on a timer is causing this, but the disconnections are at random times more often than not.

I have manually complied over a months worth of disconnection times from my router log, (which took ages, I can tell you).

I know what you mean about the disconnections occurring between 8pm-10pm, but what I have noticed from compiling the list below is that some of those disconnections seem to be around the hour mark (highlighted below).

There is no pattern I can work out, but those disconnection occur almost on the dot of 19:00, 20:00 and 21:00.

Maybe just a coincidence, but I personally think something must be amiss somewhere.

For instance:

02.03.18 - 06:27:43 - DSL not responding (no DSL synchronization)
04.03.18 - 23:29:04 - DSL not responding (no DSL synchronization)
04.03.18 - 20:00:01 - DSL not responding (no DSL synchronization)
05.03.18 - 17:58:01 - DSL not responding (no DSL synchronization)
06.03.18 - 07:24:14 - DSL not responding (no DSL synchronization)
06.03.18 - 10:07:46 - DSL not responding (no DSL synchronization)
07.03.18 - 19:45:21 - DSL not responding (no DSL synchronization)
08.03.18 - 10:32:28 - DSL not responding (no DSL synchronization)
08.03.18 - 20:59:59 - DSL not responding (no DSL synchronization)
09.03.18 - 19:00:00 - DSL not responding (no DSL synchronization)
10.03.18 - 20:00:09 - DSL not responding (no DSL synchronization)
12.03.18 - 21:36:33 - DSL not responding (no DSL synchronization)
13.03.18 - 02:01:12 - DSL not responding (no DSL synchronization)
13.03.18 - 13:27:54 - DSL not responding (no DSL synchronization)
13.03.18 - 20:00:04 - DSL not responding (no DSL synchronization)
14.03.18 - 13:49:31 - DSL not responding (no DSL synchronization)
14.03.18 - 20:00:18 - DSL not responding (no DSL synchronization)
14.03.18 - 20:43:16 - DSL not responding (no DSL synchronization)
14.03.18 - 21:00:19 - DSL not responding (no DSL synchronization)
15.03.18 - 02:30:48 - DSL not responding (no DSL synchronization)
16.03.18 - 03:21:27 - DSL not responding (no DSL synchronization)
16.03.18 - 06:17:43 - DSL not responding (no DSL synchronization)
16.03.18 - 11:28:28 - DSL not responding (no DSL synchronization)
16.03.18 - 19:59:59 - DSL not responding (no DSL synchronization)
16.03.18 - 23:02:01 - DSL not responding (no DSL synchronization)
18.03.18 - 19:00:09 - DSL not responding (no DSL synchronization)
18.03.18 - 21:48:07 - DSL not responding (no DSL synchronization)
22.03.18 - 00:02:28 - DSL not responding (no DSL synchronization)
22.03.18 - 15:29:54 - DSL not responding (no DSL synchronization)
24.03.18 - 06:11:23 - DSL not responding (no DSL synchronization)
25.03.18 - 18:09:35 - DSL not responding (no DSL synchronization)
26.03.18 - 18:48:31 - DSL not responding (no DSL synchronization)
27.03.18 - 21:28:05 - DSL not responding (no DSL synchronization)
29.03.18 - 20:59:10 - DSL not responding (no DSL synchronization)
31.03.18 - 21:00:01 - DSL not responding (no DSL synchronization)
31.03.18 - 23:25:59 - DSL not responding (no DSL synchronization)
01.04.18 - 21:13:17 - DSL not responding (no DSL synchronization)
03.04.18 - 21:37:19 - DSL not responding (no DSL synchronization)
04.04.18 - 04:45:57 - DSL not responding (no DSL synchronization)
05.04.18 - 06:26:19 - DSL not responding (no DSL synchronization)
06.04.18 - 21:30:07 - DSL not responding (no DSL synchronization)
08.04.18 - 00:58:23 - DSL not responding (no DSL synchronization)
08.04.18 - 21:49:42 - DSL not responding (no DSL synchronization)
09.04.18 - 22:09:28 - DSL not responding (no DSL synchronization)
10.04.18 - 20:40:38 - DSL not responding (no DSL synchronization)
10.04.18 - 21:06:16 - DSL not responding (no DSL synchronization)

As the crow flies, I am approximately 325m away from the green cabinet, but from what I gathered during the last engineer visit, my cable runs south by roughly a 80m before heading north to the green cabinet, which is a further 375m away (all distances aestimated).

From what I understand, the engineer installed a new line from my house to a different pole, which was because the old pole used aluminium cable or something like that.

Maybe something on a timer further away from my house perhaps?

Clutching at straws, I know, but I was thinking maybe a dodgy underground cable being affected by certain traffic such as a bus?  But on checking, the local bus runs every half hour (5 minutes before the hour and 25 minutes after).

I am at my wits end!

Apologies for the long post! LOL

Moderator's note by Mike (Mav): Post released from Spam Filter.

Ripperoo2018
Hooked
Posts: 6
Registered: ‎10-04-2018

Re: Fibre Dropping Every Day!!!!!!!

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 289
Thanks: 50
Fixes: 17
Registered: ‎26-03-2018

Re: Fibre Dropping Every Day!!!!!!!

Hi @Ripperoo2018,

 

I'm sorry to hear the issue's still ongoing. I've sent a response on the new thread which can be viewed here.

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