cancel
Showing results for 
Search instead for 
Did you mean: 

Fibre drops connection at least 5 times a day for the last week

moarjin
Grafter
Posts: 44
Thanks: 1
Registered: ‎29-04-2015

Fibre drops connection at least 5 times a day for the last week

Title says it all really.

For about the last week, we've been losing our connection (router light goes yellow) about 5 times per day.

Takes anywhere from 3 minutes to 5 minutes to reconnect.

When connected, I've not noticed any problems, speed-wise, although when streaming, picture sometimes does go really crappy for a short time. 

It's been really stable for a while now. Problems have only started very recently.

13 REPLIES
BrightonRock
Pro
Posts: 305
Thanks: 91
Fixes: 7
Registered: ‎09-04-2016

Re: Fibre drops connection at least 5 times a day for the last week

Run through the checks at https://www.plus.net/help/broadband/connection-troubleshooting/ and then report a fault at https://www.plus.net/apps/kbdfaults

It takes a bit of your time but makes Plusnet aware of your problem and gets the problem into the queue for action.

Plusnet Help Team
Plusnet Help Team
Posts: 10,104
Thanks: 3,195
Fixes: 508
Registered: ‎21-04-2017

Re: Fibre drops connection at least 5 times a day for the last week

Sorry to hear you're experiencing connection problems

Our tests aren't finding the cause of the issues.

 

In addition to the troubleshooting guide BrightonRock has provided, I'd recommend making sure your router is plugged into the test socket as explained here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

 

Please do let us know how you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
moarjin
Grafter
Posts: 44
Thanks: 1
Registered: ‎29-04-2015

Re: Fibre drops connection at least 5 times a day for the last week

Can't plug it into the test socket as I have a BT master socket 5 (mk4) with the built in filters and such.

 

 

Still doing it. Took about 10 minutes to reconnect just now.

 

Hub is Plusnet Hub 1. It says software was updated 11/08/17. Maybe there's new firmware or something?

It seems quite strange as it's totally random.

moarjin
Grafter
Posts: 44
Thanks: 1
Registered: ‎29-04-2015

Re: Fibre drops connection at least 5 times a day for the last week

I've managed to find the event log and before each disconnection, this happens:

 

(968556.180000) PPP LCP Send Termination Request [User request]

 

What's that about? I've sent no requests to anything?!

Plusnet Help Team
Plusnet Help Team
Posts: 10,104
Thanks: 3,195
Fixes: 508
Registered: ‎21-04-2017

Re: Fibre drops connection at least 5 times a day for the last week

Can't plug it into the test socket as I have a BT master socket 5 (mk4) with the built in filters and such.

If you've got the NTE 5C, the test socket would be in the centre behind the faceplate.

You'll need to use a microfilter though.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
moarjin
Grafter
Posts: 44
Thanks: 1
Registered: ‎29-04-2015

Re: Fibre drops connection at least 5 times a day for the last week

We experienced another couple of connection drops this evening.

 

On both occasions, the b on the router was illuminated in RED and flashing.

My browser would open up a page telling me that there is no broadband connection.

Then on the second occasion, after it flashing red for a while, I reset the router, and it, quite quickly, reconnected (blue light). After a few seconds though, it disconnected again, this time showing the b in orange and not flashing.

 

I pulled the integrated filter out of the socket, dug out a filter (still brand new in the router box) and plugged it in.

 

it has reconnected again, but due to the randomness of the disconnections, I don't know if this has cured it.

 

Also, I still don't know what the strange message in the router logs means. Huh

Plusnet Help Team
Plusnet Help Team
Posts: 6,125
Thanks: 592
Fixes: 231
Registered: ‎01-01-2012

Re: Fibre drops connection at least 5 times a day for the last week

From what I can see it's been stable for the past 16 hours.

I'd recommend giving it another couple of days.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
moarjin
Grafter
Posts: 44
Thanks: 1
Registered: ‎29-04-2015

Re: Fibre drops connection at least 5 times a day for the last week

I agree, it's been okay so far. I couple more days and we'll know for certain. =)

 

Now, if we assume that the filter plate thing was the cause, where/how can I acquire a replacement?

I mean, the current filter is working but, it's not exactly aesthetically pleasing, having it hanging out of the test socket with the face plate removed.

moarjin
Grafter
Posts: 44
Thanks: 1
Registered: ‎29-04-2015

Re: Fibre drops connection at least 5 times a day for the last week

Oooh, it's back with a vengeance.

 

Not too happy :-/

Highlighted
moarjin
Grafter
Posts: 44
Thanks: 1
Registered: ‎29-04-2015

Re: Fibre drops connection at least 5 times a day for the last week

Yeah, so, this is still happening :-/

Plusnet Help Team
Plusnet Help Team
Posts: 647
Thanks: 174
Fixes: 26
Registered: ‎11-01-2018

Re: Fibre drops connection at least 5 times a day for the last week

 

Hi @moarjin

 

Sorry to hear that you experienced drops again on Sunday and Tuesday. I can see that 3/4 drops have occurred earlier in the week but the connection has been stable again for around 36 hours.

 

If the drops keep returning whilst you're in the test socket I'd probably recommend raising a fault here

 

Let us know how you get on.

 

Thanks,

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
moarjin
Grafter
Posts: 44
Thanks: 1
Registered: ‎29-04-2015

Re: Fibre drops connection at least 5 times a day for the last week

I think last night was the worst it's been.
It always seems to happen around 8:30 - 9:00pm and it's a coin toss as to whether it'll do it once, or multiple times.

Last night was horrific. Once it started, the longest it would stay connected for was about 3-4minutes.
I have no idea how long this went on for, or how many times it disconnected, because I just gave up and went to bed early.

The only thing that was possibly different last night (and thinking about it, was the same when it got bad before), was it was very cold. I wonder if outside temperature is causing a problem with a dodgy cable somewhere.
Plusnet Help Team
Plusnet Help Team
Posts: 13,750
Thanks: 267
Fixes: 78
Registered: ‎27-04-2007

Re: Fibre drops connection at least 5 times a day for the last week

I'd get a fault raised as from our point of view it still dropping sporadically:

 

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