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Fibre broadband drops out at the same time every day

cathrynbriggs
Newbie
Posts: 4
Registered: a week ago

Fibre broadband drops out at the same time every day

Our fibre broadband keeps dropping out at roughly the same time (9pm) every day. Sometimes it's a few minutes later, but it's almost always the same time every day. It happens whether or not we're using it, so I don't think it's an internal fault.

7 REPLIES 7
jab1
Seasoned Hero
Posts: 7,949
Thanks: 2,648
Fixes: 84
Registered: ‎24-02-2012

Re: Fibre broadband drops out at the same time every day

Welcome to the forums, @cathrynbriggs . Can you be a bit more explicit - how does it 'drop out'? A further thought - how long have you been a Plusnet customer?

John
cathrynbriggs
Newbie
Posts: 4
Registered: a week ago

Re: Fibre broadband drops out at the same time every day

Hey. Thanks for the welcome.

Router light turns red and flashes for 10 minutes before coming back on.
jab1
Seasoned Hero
Posts: 7,949
Thanks: 2,648
Fixes: 84
Registered: ‎24-02-2012

Re: Fibre broadband drops out at the same time every day

OK. Sounds like an issue. 😉

Can you say how long you have been a customer, and has this only just started recently?

Can you post the details from your routers 'Troubleshooting' tab, obscuring any personal details, please?

John
cathrynbriggs
Newbie
Posts: 4
Registered: a week ago

Re: Fibre broadband drops out at the same time every day

Had fibre from plusnet for about 2 years. Had slow/unreliable internet in the past, but put that down to rural location. This issue however has only been for the last month or so. Product name: Plusnet Hub 2. Serial number: +081441+NQ01704883 3. Firmware version: Software version 4.7.5.1.83.8.289.1.1 Last updated 01/07/21 4. Board version: Plusnet Hub One 5. DSL uptime: 0 days, 22:59:59 6. Data rate: 14321 / 26156 7. Maximum data rate: 14341 / 26698 8. Noise margin: 6.1 / 6.7 9. Line attenuation: 42.1 / 31.4 10. Signal attenuation: 38.5 / 40.0 11. Data sent/received: 41.8 GB / 319.9 GB 12. Broadband username: 13. 2.4 GHz Wireless network/SSID: IKEACUSTOMERWIFI 14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s)) 15. 2.4 GHz Wireless security: WPA2 16. 2.4 GHz Wireless channel: Automatic (Smart Wireless) 17. 5 GHz Wireless network/SSID: 18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 19. 5 GHz Wireless security: WPA2 20. 5 GHz Wireless channel: Automatic (Smart Wireless) 21. Firewall: Default 22. MAC Address: 64:66:24:e1:68:72 23. Modulation: G.993.2 Annex B 24. Software variant: AA 25. Boot loader: 1.0.0
cathrynbriggs
Newbie
Posts: 4
Registered: a week ago

Re: Fibre broadband drops out at the same time every day

Had plusnet fibre for about 2 years. Had slow/unreliable broadband, but put this down to rural location. This issue has only been for the last month.

Product name: Plusnet Hub
2. Serial number: +081441+NQ01704883
3. Firmware version: Software version 4.7.5.1.83.8.289.1.1 Last updated 01/07/21
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 22:59:59
6. Data rate: 14321 / 26156
7. Maximum data rate: 14341 / 26698
8. Noise margin: 6.1 / 6.7
9. Line attenuation: 42.1 / 31.4
10. Signal attenuation: 38.5 / 40.0
11. Data sent/received: 41.8 GB / 319.9 GB
12. Broadband username:
13. 2.4 GHz Wireless network/SSID:
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
22. MAC Address: 64:66:24:e1:68:72
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 20,258
Thanks: 6,852
Fixes: 1,139
Registered: ‎21-04-2017

Re: Fibre broadband drops out at the same time every day

Hi @cathrynbriggs

I'm sorry to see your fibre's dropping off at the same time every day. I can definitely see this as it looks to be around 10pm. Line tests are showing an infrastructure fault on our suppliers network we'd need to arrange an engineer visit to resolve.

Can you raise a fault to us at faults.plus.net and in the notes box at the end, please tell us when you'd be free for an engineer visit. The available timeslots are weekdays (and occasionally Saturday's) 8am while 1pm, or 1pm while 6pm. This means we'll be able to arrange an engineer straight away once we've picked the fault up.

Once you've raised the fault, feel free to post back and we'll make sure that is picked up as soon as we can.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
dvorak
Moderator
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Re: Fibre broadband drops out at the same time every day


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