Fibre disconnects

[#1]

Hi there,
On 1st if June my internet disconnected after being up for 38000 minutes. When it reconnected it was at a lower speed (48960 instead of 54932). Since then I’ve noticed several disconnects over night. Are you seeing any line faults which may explain these disconnects?

[#2]

Hi @rbroadbe,

I'm sorry to hear that you are experiencing issues with your connection. I've tested your line but the test isn't picking up the cause of this problem. For reference, the test result is as follows:

GEA Test Detail
Circuit ID	NA	Service ID	BBEU09303XXX

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	48.9 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	315.2
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Low
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-55M Downstream 6dB, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2018-05-26T18:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	48.9 Mbps	54.9 Mbps	51.3 Mbps
Up Stream Line Rate	19.9 Mbps	20.0 Mbps	19.9 Mbps
Up Time	804.0 Sec	900.0 Sec	899.8 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	2018-06-08T16:50:53Z	2018-06-08T17:05:53Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

If you've not done so already, please can you run through our troubleshooting guides here and let us know how you get on. Please can you also confirm whether you are currently using the Plusnet router/BT modem set up or if you're using a third party router? 

[#3]

Thanks for running a check. I’ll complete the troubleshooter over the weekend when kids aren’t using the internet. As for router it’s a PlusNet hub one which has been in use for maybe 6 months now.

[#4]

Thank you for confirming that you're using a Plusnet Hub One router at the moment.

Please let us know if this issue persists after you've carried out the troubleshooting checks. If so, we'll investigate this further for you.

[#5]

I ran through troubleshooting and pretty sure its nothing at my end.  I couldnt get onto the BT speedtester for some reason.  However, today I noticed my router shows

So why would I not be getting something closer to the maximum data rate ?

[#6]

There can be various reasons why a modem syncs at the speed it does.

Our tests aren't finding the cause of that though.

If you can complete the troubleshooter at faults.plus.net letting us know when you've done that we'll pass this onto our suppliers to investigate further though it's likely they'll come back to us asking to book an engineer visit.