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Fibre disconnects

rbroadbe
Dabbler
Posts: 13
Registered: 31-07-2007

Fibre disconnects

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?
5 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 159
Thanks: 77
Fixes: 14
Registered: 26-03-2018

Re: Fibre disconnects

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? 

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
rbroadbe
Dabbler
Posts: 13
Registered: 31-07-2007

Re: Fibre disconnects

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.
Plusnet Help Team
Plusnet Help Team
Posts: 159
Thanks: 77
Fixes: 14
Registered: 26-03-2018

Re: Fibre disconnects

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
rbroadbe
Dabbler
Posts: 13
Registered: 31-07-2007

Re: Fibre disconnects

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 showsstats.jpg

 

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

Plusnet Help Team
Plusnet Help Team
Posts: 7,317
Thanks: 2,081
Fixes: 367
Registered: 21-04-2017

Re: Fibre disconnects

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team