Fibre drops connection at least 5 times a day for the last week
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Fibre drops connection at least 5 times a day for the last week
20-01-2018 6:42 PM
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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.
Re: Fibre drops connection at least 5 times a day for the last week
21-01-2018 8:39 AM
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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.
Re: Fibre drops connection at least 5 times a day for the last week
22-01-2018 3:06 PM
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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.
Re: Fibre drops connection at least 5 times a day for the last week
28-01-2018 1:10 AM
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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.
Re: Fibre drops connection at least 5 times a day for the last week
28-01-2018 1:26 AM
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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?!
Re: Fibre drops connection at least 5 times a day for the last week
28-01-2018 6:33 PM - edited 28-01-2018 6:33 PM
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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.
Re: Fibre drops connection at least 5 times a day for the last week
29-01-2018 12:36 AM
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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.
Re: Fibre drops connection at least 5 times a day for the last week
29-01-2018 2:18 PM
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Re: Fibre drops connection at least 5 times a day for the last week
31-01-2018 2:10 PM
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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.
Re: Fibre drops connection at least 5 times a day for the last week
11-02-2018 10:01 PM
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Oooh, it's back with a vengeance.
Not too happy 😕
Re: Fibre drops connection at least 5 times a day for the last week
13-02-2018 12:14 AM
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Yeah, so, this is still happening 😕
Re: Fibre drops connection at least 5 times a day for the last week
15-02-2018 3:09 PM
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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
Re: Fibre drops connection at least 5 times a day for the last week
23-02-2018 9:22 AM
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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.
Re: Fibre drops connection at least 5 times a day for the last week
23-02-2018 11:10 AM
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