Fibre broadband down
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Fibre broadband down
07-08-2019 9:01 AM
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I had a choppy connection yesterday and today it is completely down. Using mobile as a hotspot to post this.
Please look at this issue as it slowing me down for work.
Re: Fibre broadband down
07-08-2019 9:09 AM
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Just to add, I did phone but there was no indication of waiting times and Gary Barlow makes my ears bleed.
Re: Fibre broadband down
07-08-2019 9:30 AM
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Unless you have a business service then apart from the odd email it is against the Plusnet terms and conditions to use it for work. Consequently don't expect a priority response for that reason.
Moderator and Customer
If this helped - select the Thumb
If it fixed it, help others - select 'This Fixed My Problem'
Re: Fibre broadband down
07-08-2019 9:34 AM
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I'm doing research for work from home, I'm not running a business. Regardless, it is still an inconvenience and I am still paying for nothing at the moment.
Re: Fibre broadband down
07-08-2019 11:22 AM - edited 07-08-2019 11:23 AM
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Hi @leeroby1878,
I'm sorry that you're experiencing connection problems and for any inconvenience that this is causing you. I can see that your connection has been dropping:
Testing the line hasn't picked up the cause of this problem from here, though I can see that the download speed is currently below the line's estimates of 42.9-63.5mbps:
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXXX |
Test Outcome | Pass | ||||
Test Outcome Code | GTC_FTTC_SERVICE_0000 | ||||
Description | GEA service test completed and no fault found . | ||||
Main Fault Location | OK | ||||
Sync Status | In Sync | ||||
Downstream Speed | 41.8 Mbps | ||||
Upstream Speed | 10.8 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 | 692.5 | ||||
Upstream Rate Assessment | Reasonable | ||||
Downstream Rate Assessment | Reasonable | ||||
Interference Pattern | Not Detected | ||||
Service Impact | No Impact Observed | ||||
Home Wiring Problem | Not Detected | ||||
Downstream Policing Discard Rate | 0.0 | ||||
Customer Traffic Level | Upstream and Downstream Traffic Detected | ||||
Technology | VDSL | ||||
Profile Name | 0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off | ||||
Time Stamp | 2019-07-25T11:15:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 41.7 Mbps | 43.5 Mbps | 43.5 Mbps |
Up Stream Line Rate | 10.8 Mbps | 11.1 Mbps | 11.1 Mbps |
Up Time | 834.0 Sec | 900.0 Sec | 899.9 Sec |
Retrains | 0.0 | 1.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2019-08-07T10:50:07.675+01:00 | 2019-08-07T11:05:07.675+01:00 |
Ingress Code Violation | 0 | 2 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 3 | 2 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
We'll need to do some troubleshooting to try and narrow down the cause of the fault.
I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket.
Re: Fibre broadband down
07-08-2019 12:05 PM
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I need a microfilter to do that and I cannot find one, I have no idea if I have one. Is that my only recourse? I had no problem last night and the connection is normally fine.
Re: Fibre broadband down
07-08-2019 12:17 PM
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It's back up at the moment, although my TP link powerline adapter has been rendered useless for some reason...not sure why
Re: Fibre broadband down
07-08-2019 12:29 PM
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It seems that the powerline adapter messes up the internet connection whenever it is switched on, will have to investigate that, thanks
Re: Fibre broadband down
07-08-2019 1:16 PM
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Hey @leeroby1878,
You should be able to pick a spare micofilter at PCworld, Wilkcos, Argos etc for about £3-5.
Please let us know once you have connected to the test socket and we can progress from there.
Thanks.
Re: Fibre broadband down
07-08-2019 1:21 PM
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Hi Mads, as I said, it seems to have been the powerline adapter causing the problem (although it had never done this before and I cannot understand why), I will look into it, thanks.
Re: Fibre broadband down
07-08-2019 1:26 PM
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