Fibre broadband at 6mbps disconnects every couple of hours
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- Re: Fibre broadband at 6mbps disconnects every cou...
Fibre broadband at 6mbps disconnects every couple of hours
23-09-2016 2:04 AM
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This stuttering during gaming has now stopped - but another problem has materialised.
My download speed is now 6mbps (upload the same) & the router is disconnecting from the Internet every hour or two!
Does anyone have any idea what is going on or is plusnet really as bad a provider as they so far seem, with a service not "fit for purpose"?
Re: Fibre broadband at 6mbps disconnects every couple of hours
23-09-2016 9:06 AM - edited 23-09-2016 9:12 AM
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fwiw, it is unlikely router disconnection problems you are witnessesing are caused by the current 'packet loss' issue experienced by some users.
Can I suggest you try the following basic diagnostics and report back?
Were your speed tests and disconnections observed over a wired or wireless connection?
Run BT performance tester on a web browser on a PC.
http://speedtest.btwholesale.com/
Click on 'Further Diagnostics' at the end of the first test and report the downstream and upstream 'IP profile' speeds.
If downstream IP proflie is significantly less than 38 mbps, check your internal wiring
https://www.plus.net/help/broadband/connection-troubleshooting/
Try the hub connected to the engineer's 'Test Socket', which will bypass all your internal telephone extension wiring, to see if normal 38mbps speed is restored:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
Re: Fibre broadband at 6mbps disconnects every couple of hours
23-09-2016 9:06 AM
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Hey,
How are you connected to your router? Wireless or Ethernet Cable?
If it's Wireless, can you connect via Ethernet Cable and see if the same issue occurs?
Re: Fibre broadband at 6mbps disconnects every couple of hours
23-09-2016 4:12 PM
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Re: Fibre broadband at 6mbps disconnects every couple of hours
23-09-2016 4:13 PM
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Re: Fibre broadband at 6mbps disconnects every couple of hours
23-09-2016 9:32 PM
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If you cannot run the BT wholesale speed tester, perhaps use web browser on your phone to log into the Hub One at 192.168.1.254.
Go to Advanced tab.
Choose Broadband tab.
I think it should report the downstream and upstream line speeds.
Re: Fibre broadband at 6mbps disconnects every couple of hours
24-09-2016 11:32 AM
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I've had a look at your connection logs from our side and it looks as though when it drops your LAN and Wireless out, it's not disconnecting the Internet, so that's ruled out a problem with the line, but perhaps with the router.
What router are using? Is it the Hub One?
Re: Fibre broadband at 6mbps disconnects every couple of hours
26-09-2016 12:09 PM
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Re: Fibre broadband at 6mbps disconnects every couple of hours
26-09-2016 12:12 PM
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Re: Fibre broadband at 6mbps disconnects every couple of hours
26-09-2016 1:28 PM
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I have the same problem, was on 80/20 and now i am on 3mbit at the most and always disconnecting.
They need to sort their [-Censored-] out because I am not putting up with this poor service for another 6 weeks while they [-Censored-] around wasting open reach engineers and my time.
Re: Fibre broadband at 6mbps disconnects every couple of hours
26-09-2016 3:11 PM
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Hi Gregg, have you been through any troubleshooting and reported this to us?
Re: Fibre broadband at 6mbps disconnects every couple of hours
26-09-2016 4:25 PM
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Plusnet have network issues, maybe they should do some troubleshooting on their end.
I have some basic images for them to follow, stuff like how to plug in a rj45. Maybe this would help them?
Re: Fibre broadband at 6mbps disconnects every couple of hours
26-09-2016 4:32 PM
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If we have network issues this will not affect the sync connection between your router and the cabinet, which is why I've asked about the troubleshooting.
Re: Fibre broadband at 6mbps disconnects every couple of hours
26-09-2016 4:38 PM
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I've tried resetting all router settings & as much & where possible to factory presets, but to no avail.
Should I be calling to request a new router?
Re: Fibre broadband at 6mbps disconnects every couple of hours
26-09-2016 5:13 PM - edited 26-09-2016 5:14 PM
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My download speed is now 6mbps (upload the same) & the router is disconnecting from the Internet every hour or two!
If you are actually getting 6Mbps upload, maybe your router is dropping out of VDSL and reverting to ADSL?
On your router home page, go to the Troubleshooting / Event Log tab and set the "Category" pulldown to "WAN".
The first entry should be something like
11:28:56, 21 Sep. | ( 131.960000) WAN operating mode is VDSL |
and a bit further down, something like
11:28:53, 21 Sep. | ( 129.050000) PPPoE is up - Down Rate=39952Kbps, Up Rate=1999Kbps; SNR Margin Down=17.8dB, Up=30.7dB |
Do you see something similar?
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