Frequent disconnection both from the line itself and the wifi

[#1]

Also, I forgot in the previous reply, I ran a speed test.

On average, before today I was going around 30Mbps download and 5Mbps Upload.

Oh well. Did he even do something, I wonder?

[#2]

Hi @thecrius,

I'm sorry to hear that this hasn't quite fixed the issue. I've taken a look into the fault notes on the account this morning and I can see that our suppliers are still in the process of investigating the issue. Once a further update is available our Faults Team will be in touch to discuss the matter further.

[#3]

Right so, disconnections keep happening and on top of that, thanks to the smart engineer that upped my speed, my connection is unstable (DUH?). This is the average ping I get:

Pinging google.co.uk [142.250.178.3] with 32 bytes of data:
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=10ms TTL=117
Reply from 142.250.178.3: bytes=32 time=552ms TTL=117
Reply from 142.250.178.3: bytes=32 time=1885ms TTL=117
Request timed out.
Reply from 142.250.178.3: bytes=32 time=474ms TTL=117
Reply from 142.250.178.3: bytes=32 time=67ms TTL=117
Reply from 142.250.178.3: bytes=32 time=132ms TTL=117
Reply from 142.250.178.3: bytes=32 time=80ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=106ms TTL=117
Reply from 142.250.178.3: bytes=32 time=10ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=9ms TTL=117
Reply from 142.250.178.3: bytes=32 time=10ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=11ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=10ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=10ms TTL=117
Reply from 142.250.178.3: bytes=32 time=10ms TTL=117
Reply from 142.250.178.3: bytes=32 time=15ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=16ms TTL=117
Reply from 142.250.178.3: bytes=32 time=13ms TTL=117
Reply from 142.250.178.3: bytes=32 time=69ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=20ms TTL=117
Reply from 142.250.178.3: bytes=32 time=40ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=36ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=32ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=27ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=10ms TTL=117
Reply from 142.250.178.3: bytes=32 time=9ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=30ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=17ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=13ms TTL=117
Reply from 142.250.178.3: bytes=32 time=31ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=34ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=11ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=32ms TTL=117
Reply from 142.250.178.3: bytes=32 time=17ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=33ms TTL=117
Reply from 142.250.178.3: bytes=32 time=11ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=14ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=11ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=11ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=61ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=17ms TTL=117
Reply from 142.250.178.3: bytes=32 time=13ms TTL=117
Reply from 142.250.178.3: bytes=32 time=11ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=5ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=38ms TTL=117
Reply from 142.250.178.3: bytes=32 time=9ms TTL=117
Reply from 142.250.178.3: bytes=32 time=14ms TTL=117
Reply from 142.250.178.3: bytes=32 time=37ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=12ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=17ms TTL=117
Reply from 142.250.178.3: bytes=32 time=9ms TTL=117
Reply from 142.250.178.3: bytes=32 time=9ms TTL=117
Reply from 142.250.178.3: bytes=32 time=13ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=113ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=12ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=79ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=14ms TTL=117
Reply from 142.250.178.3: bytes=32 time=18ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=10ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=24ms TTL=117
Reply from 142.250.178.3: bytes=32 time=19ms TTL=117
Reply from 142.250.178.3: bytes=32 time=11ms TTL=117
Reply from 142.250.178.3: bytes=32 time=74ms TTL=117
Reply from 142.250.178.3: bytes=32 time=31ms TTL=117
Reply from 142.250.178.3: bytes=32 time=83ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=34ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=77ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Request timed out.
Reply from 142.250.178.3: bytes=32 time=110ms TTL=117
Reply from 142.250.178.3: bytes=32 time=40ms TTL=117
Reply from 142.250.178.3: bytes=32 time=16ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=12ms TTL=117
Reply from 142.250.178.3: bytes=32 time=6ms TTL=117

---

before booking another incompetent engineer, can we reduce my speed back to it's previous values so at least when I click on a link it doesn't take 30 second to start loading the page due to packet loss? Not to mention streaming and online gaming are impossible to do. That shouldn't require another engineer to come into my house to check that my equipment has no issues as the past 4 engineers in 1 month, right?

[#4]

Hi @thecrius

I'm sorry to see that you continue to have issues with your Broadband service. FTTC isn't the same as ADSL, in that we're unable to make any manual changes to the DLM profile. Usually, it's interleaving which reduces your connection speed when many disconnections are being observed. As this is thr case with yourself as of late, I'd expect DLM to intervene and reduce the connection speed automatically.

The engineer notes from yesterday appear to show that no fault has been found with the service, however further disconnections are apparent on our end, so I've rejected the clear notification on the fault, which will now be returned to BT Wholesale for further investigation.

I've popped a n internal note on the open fault Ticket for our Technical Support team to follow up on.

[#5]

So, suddenly I get a message with no possibility to appeal that says "problem solved, ticket closed"?

Alright. Let's see if this time it's solved.

[#6]

Writing from my phone as the connection dropped and it seems that it doesn't even recognize my username and password anymore.

Getting better and better.

Phone support not available until tomorrow.

[#7]

Good morning @thecrius

Thanks a lot for reaching out again and I'm really sorry to hear that the issues on your line are ongoing. I'm also sorry for the fact that the open fault ticket was closed. It shouldn't have been. the visual radius graph that the same agent themselves has provided clearly shows further disconnections after the engineer visit, so I'm not sure sure what's gone on there. not to worry though, I'll raise a new one once you've responded.

We'd need to arrange another engineer visit. The initial visit clearly hasn't helped. There's little else we can do on our end as a KBD line test is coming up with no specific faults. The RRT looks horrible though, Line Issues Detected across the board. We can't dictate which engineer Openreach will assign, we can only hope that the next engineer will be able to identify the source of the issue, and get it repaired for you.

KBD

GEA Test Detail
Circuit ID	NA	Service ID

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	30.5 Mbps
Upstream Speed	6.3 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	250.2
Upstream Rate Assessment	Low
Downstream Rate Assessment	Low
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Technology	VDSL
DP Type	External
Profile Name	0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2021-08-12T23:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	31.8 Mbps	31.9 Mbps	31.8 Mbps
Up Stream Line Rate	6.2 Mbps	6.3 Mbps	6.2 Mbps
Up Time	572.0 Sec	900.0 Sec	892.5 Sec
Retrains	0.0	7.0	0.1

[#8]

@thecrius 

Was just browsing through the topic as it had such a high view count!

Had some observations -

- Have you tested the line for noise with a handset esp around a drop?

- Are you plugged into (and remained in) the test socket (if available)

- speed tests from your screen shot show 6 wifi clients and 0 wired clients - would recommend wifi off on TP link and a single wired device direct to router (after line fault has been fixed)  

- profile 0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off -- suggests 80/20 package, do you have historical data/speed test results before the fault - if so were they higher than 40/10?

- You have excluded the hardware as you have tried two routers.

- the RRT and variable pings do occur- My pings returned almost the same as yours. I believe that may be beyond an ISPs control as websites do not prioritise response to pings.

I would advise to setup a think broadband  'broadband quality monitor' it will provide a better picture for latency and packet loss (if you havent already) +

- Are you running a VPN? If so, run same tests without it and - also try the gaming with the VPN -  (are you on a static Ip address with Plusnet?)

======

Regarding the disconnections - keep pushing as you are - Likely an external issue - LIke others have said - should get a good engineer at some stage. I had 6 engineer visits - the 6th one advised saw a 'joint' issue however, also carried out a 'lift and shift' of my port - Unfortunately, as both were carried out, I could not determine what resolved it as best to keep all parameters constant and try one fix at a time.

Good luck, as I recall how frustrating my own experience was.

[#9]

@adam945 don't worry I know full well that it's Openreach that hold the strings about how this things goes. When I rant about the terrible service from the engineers I'm not blaming Plus.net. It's just utterly ridiculous that Openreach is responsible for the Infrastructure => The Infrastructure is **** => Nobody is responsible for it.

About @north_londoner suggestions:

- I even changed router/modem entirely to check if it was an Hub One issue. Now reverted to the Hub One as it was clearly not a router issue.

- Router is connected to the master socket. There is no landline phone at all in this house as we just live with smartphones.

- Each time (4 times until now) an engineer ran its tests, detected nothing and a couple of time even re-did he tests because there was such a clean signal that he thought there was an issue with its tester.

- I thought about having a dedicated router for WiFi and connect it wired to a modem only but even just with the TPLink, when the full array of devices are connected it barely scratch 10% CPU usage and 60% RAM usage. Also, the Hub One doesn't seems to function in modem-only so I would have to buy yet another thing to use just a modem. Feel like raising the cost of a mediocre connection (in term of speed and reliability) too much.

- The average speed is never above 30Mbps. That is due to line limitation in this area. They started rolling out Fibre@home so I think they just don't give a bird about improving the Fibre2Cabinet at this point. It has become potentially 40Mbps since the last engineer visit. that degraded the quality of the connection sensibly.

- For the ping, prior to first engineer visit (out of four), my ping to google.co.uk (I always use that to have a frame of reference) was around 16msec with an astounding jitter of 2msec. After the First visit it was around 6msec with a jitter of 15 msec.  After the last engineer visit... well, it's what you have seen.

- I had already used thinkbroadband service in the past (with Plus.net nonetheless) but forgot about it. I've re-enabled the service now. thanks for the reminder.

- Not running a VPN in the last 3 months or so. Didn't need it.

All in all, a user shouldn't have to go through this ordeal to figure out what's wrong with a paid service. Users like me and some others in this forum are exceptions and this should trigger some discussion in Plus.net so that it can be escalated to bring some consequences-to-actions in Openreach. The OFCOM is worthless when things comes from a private citizen, it must be the companies that raise the issue with a poor service from Openreach or nothing happens. Quite a sad state of things, really.

[#10]

Have you tried removing the faceplate from the master socket and connecting your router directly into the test socket @thecrius ?

[#11]

Yes, changed nothing.

Also, I just discovered that since I used the ThinkBroadband Monitor some years ago, now the Hub One is blocking WAN Ping so, it's useless.

On top of that, today we basically can't browse anything and get random disconnections. The router is dropping devices left and right and I am really struggling with keeping a straight face when the entire household keep coming to me asking me "why internet is not working" while pretty much every activity is online in these times (lessons, clubs, entertainment).

I thought "maybe it's a problem with the DNS?" but, surprise surprise, the DNS are locked on the Hub One.

Seriously, how is it possible that Plusnet was excellent just 3-4 years ago (last time I was a customer) and now it's so terrible?

I'm sorry to come out so blunt but this whole situation is really exhausting when you get a service that doesn't work properly and on top of that, the whole household treat it like it's somehow your fault, for god sake.

[#12]

To give you an idea, right now every 30 seconds or so I get an error on Chrome about "network error" and have to refresh.

This is a ping taken in these minutes:

---

Pinging google.co.uk [142.250.178.3] with 32 bytes of data:
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=1810ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=13ms TTL=117
Reply from 142.250.178.3: bytes=32 time=34ms TTL=117
Reply from 142.250.178.3: bytes=32 time=48ms TTL=117
Reply from 142.250.178.3: bytes=32 time=1876ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=42ms TTL=117
Reply from 142.250.178.3: bytes=32 time=11ms TTL=117
Reply from 142.250.178.3: bytes=32 time=10ms TTL=117
Request timed out.
[CUT]
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=1489ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=9ms TTL=117
Reply from 142.250.178.3: bytes=32 time=22ms TTL=117
Reply from 142.250.178.3: bytes=32 time=9ms TTL=117
Reply from 142.250.178.3: bytes=32 time=1436ms TTL=117
Reply from 142.250.178.3: bytes=32 time=9ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=11ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=119ms TTL=117
Reply from 142.250.178.3: bytes=32 time=1499ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=9ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=1872ms TTL=117
Reply from 142.250.178.3: bytes=32 time=10ms TTL=117
Reply from 142.250.178.3: bytes=32 time=10ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=13ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Request timed out.
Request timed out.
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=1606ms TTL=117
Reply from 142.250.178.3: bytes=32 time=9ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=1491ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=8ms TTL=117
Reply from 142.250.178.3: bytes=32 time=2031ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=7ms TTL=117
Reply from 142.250.178.3: bytes=32 time=1260ms TTL=117
Reply from 142.250.178.3: bytes=32 time=12ms TTL=117
Reply from 142.250.178.3: bytes=32 time=16ms TTL=117
Reply from 142.250.178.3: bytes=32 time=14ms TTL=117
Reply from 142.250.178.3: bytes=32 time=16ms TTL=117
Reply from 142.250.178.3: bytes=32 time=15ms TTL=117
Reply from 142.250.178.3: bytes=32 time=17ms TTL=117
Reply from 142.250.178.3: bytes=32 time=1201ms TTL=117
Reply from 142.250.178.3: bytes=32 time=9ms TTL=117
Reply from 142.250.178.3: bytes=32 time=14ms TTL=117
Reply from 142.250.178.3: bytes=32 time=11ms TTL=117

Ping statistics for 142.250.178.3:
Packets: Sent = 873, Received = 828, Lost = 45 (5% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 2368ms, Average = 271ms

---

Average time of opening a page (here, on the forum): 8 Seconds

8 Seconds to open a web page with just text? What is this, the 80s?

[#13]

Restarted the router and now the situation seems to have stabilised.

I don't know what to think anymore. It's the line AND the router? It's the line messing up the router?

Until I restarted I was getting plenty of errors like this, then refreshing and get it to load (slowly)

To the point that even reaching the router at http://192.168.1.254/ wasn't loading anymore.

[#14]

Thanks @thecrius

Sounds like the "process of elimination" needs to be gone through here, though I can see that a House Move has been initiated onto the account which might slow things down a little. I can see that a House Move has been initiate don the account for early next month. Woulds you like to hang fire for now, see how your connection fairs at the new property before we look at sending out a new router?

[#15]

I really don't know if it's worth to wait because that's going to happen the 2nd of September and until then the whole family need to have anyway internet available.

My partner is preparing the university courses online for the Open University.

My youngest having some tutoring done remotely for an exam in September.

I need to work remotely on a daily basis.

And those are just the "have to".

As much as internet is not "on paper" a basic utility, de facto it's one. And it needs to work at least reliably if not "perfectly".