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Fibre modem keeps dropping internet connecton

daro2096
Grafter
Posts: 81
Registered: 05-06-2014

Fibre modem keeps dropping internet connecton

Having an intermitten fault. New fibre modem keeps dropping connection. Happened several times today. Watching a video on my smart tv from my computers hard drive and the network keeps going down.
12 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 1,834
Thanks: 3
Registered: 24-07-2014

Re: Fibre modem keeps dropping internet connecton

<img src="http://community.plus.net/visualradius/generated/image14261874927029.png"/>
The connection was looking very healthy until the logs seen above. Has anything changed in that time?
Those drops, whilst they could be problematic, shouldn't cause the problems that you see. It would be worth checking to see if you see if issues persist if you use a wired connection as well just to be sure.
 Tony
 Plusnet Support
daro2096
Grafter
Posts: 81
Registered: 05-06-2014

Re: Fibre modem keeps dropping internet connecton

Wired connection at all times. When outrages occurred the lan1 light wasn't lit.
I have been using divx sharing. Connection dropped a few times whilst watching a video stored on my hard drive on my smart tv. Getting frustrating. Internet connection also down at the same time. Don't see how watching something on my local network would cause an outrage on my net connection.
daro2096
Grafter
Posts: 81
Registered: 05-06-2014

Re: Fibre modem keeps dropping internet connecton

Can you get a BT engineer to come out and check the modem and line please? Already had 3 outrages this morning and I have only been up a couple of hours.
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Fibre modem keeps dropping internet connecton

We'd need you to open a fault ticket so we can do some testing on the line and ensure that the troubleshooting tests asked for are performed. You can do this at https://faults.plus.net
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
daro2096
Grafter
Posts: 81
Registered: 05-06-2014

Re: Fibre modem keeps dropping internet connecton

Had 5 drops of internet connection in just the last hour.
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Fibre modem keeps dropping internet connecton

what was the result from the fault ticket you were asked to open a week ago
daro2096
Grafter
Posts: 81
Registered: 05-06-2014

Re: Fibre modem keeps dropping internet connecton

Quote from: Chris
We'd need you to open a fault ticket so we can do some testing on the line and ensure that the troubleshooting tests asked for are performed. You can do this at https://faults.plus.net

Fault ticket opened.
daro2096
Grafter
Posts: 81
Registered: 05-06-2014

Re: Fibre modem keeps dropping internet connecton

Quote from: Oldjim
what was the result from the fault ticket you were asked to open a week ago

Was hoping the problem would go away on its own.
daro2096
Grafter
Posts: 81
Registered: 05-06-2014

Re: Fibre modem keeps dropping internet connecton

Had the modem replaced, had new router sent, even changed the cable between modem and router(a cable I know works) and the router is still disconnecting.
Still having problems. Can't have had 2 faulty routers can I?
daro2096
Grafter
Posts: 81
Registered: 05-06-2014

Re: Fibre modem keeps dropping internet connecton

I have gone back to my old non-plusnet router. Turns out it works with the bt fibre modem.
discodas
Newbie
Posts: 4
Registered: 06-03-2015

Re: Fibre modem keeps dropping internet connecton

Hi,
I have also had issues over dropped connection have been told issues at exchange, but I also have wifi connection issues from router it drops a few time in quick succession, and nothing recorded on the log. Strange as for the first 10 days during training nothing all great then suddenly all hell breaks looseHuh?Huh
Was it straight forward to try / use your old router I  have a HH2?
daro2096
Grafter
Posts: 81
Registered: 05-06-2014

Re: Fibre modem keeps dropping internet connecton

My old router is a Cisco Linksys WRT120N router. Changed it to pppoe and I just put in my username(ex: username@plusdsl.net) and my password. Manually typed in the primary, secondary and 3rd IP addresses and hit save settings and I was good to go.