Fibre disconnects
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- Re: Fibre disconnects
Fibre disconnects
08-06-2018 5:55 PM
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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?
Re: Fibre disconnects
08-06-2018 6:31 PM - edited 08-06-2018 6:33 PM
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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?
Re: Fibre disconnects
08-06-2018 6:43 PM
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Re: Fibre disconnects
08-06-2018 7:07 PM
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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.
Re: Fibre disconnects
13-06-2018 9:54 AM
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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 ?
Re: Fibre disconnects
13-06-2018 12:28 PM
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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.
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