Frequent dropouts
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- Re: Frequent dropouts
Frequent dropouts
19-11-2018 7:57 PM
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Hi - we've had Plusnet for a few weeks now, and whilst the connection is generally ok, we do get more frequent dropouts than we've had before ... last evening there were at least 4, which meant it was impossible to watch BBC iplayer. Any chance you could check this please?
Thanks
Re: Frequent dropouts
20-11-2018 2:09 PM
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Hello @pj_2018,
We are sincerely sorry to hear that your connection is dropping and welcome you to our forum. I have checked your connection from our side and can see it is dropping in the evenings and early hours of the morning, shown in the image below.
Can you advise if the drops occur only when using? or if there anything on at that time that could be causing interference?
Re: Frequent dropouts
20-11-2018 2:41 PM
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Thank you for your reply. I'm fairly certain that no one is using the connection at all in the early hours of the morning, and so I can't give any explanation for that. If you can see that it is being used at 3 in the morning, that's useful information for me!
On the Sunday evening, when the connection dropped most frequently, we had BBC iplayer on a TV, my son was using the xbox to play with friends, and my daughter was using social media. But that is likely to be the case at other times, so I'm not sure why that was so bad.
In general the connection might be used up to about 8, and not used again until 4, so it kind of tallies, but the early morning thing doesn't.
I hope that makes sense.
Thanks again
Pete
Re: Frequent dropouts
21-11-2018 9:44 AM
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Hi @pj_2018, sorry to see your connection has been dropping out. Testing isn't flagging up any problems, but that's not to say something isn't wrong. Could you run through our troubleshooting guides Here and if you continue to experience drops after this, please report the issue over at https://faults.plus.net
If you could let us know once you've done this, we'll be able to get the ticket picked up and progressed with our suppliers.
I hope this helps.
Re: Frequent dropouts
25-11-2018 3:29 PM
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Thank you for your reply. I've done the troubleshooting to the best of my ability, and we're still getting intermittent but fairly frequent dropouts, which is obviously irritating (another just a few minutes ago), and so something clearly is wrong. We didn't have issues like this even with TalkTalk, and we switched to Plusnet for a better service!
I've had a look at the https://faults.plus.net troubleshooter, but it asks lots of questions which seem irrelevant ... 'power light on my BT modem'?
Thanks
Re: Frequent dropouts
25-11-2018 9:34 PM
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Incidentally, we've had several more drop outs this evening. Also, our TV now refuses to acknowledge the connection meaning we haven't been able to watch iplayer at all.
Re: Frequent dropouts
25-11-2018 10:01 PM
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Re: Frequent dropouts
26-11-2018 4:32 PM
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Hi @pj_2018,
The troubleshooter is based on an older configuration where a modem is used, you can select the power light is on as this is just to ensure there is power to the router.
Before progressing to raising a fault, could you please follow the guide below in obtaining your firmware version. We currently have an issue with a particular firmware version and settings at the exchange, this may need updating.
1) To connect to your Hub One, you will need to open a browser and go to http://192.168.1.254
2) Click 'troubleshooting' on the top right menu.
3) Go to 'helpdesk'
4) Enter your router admin password found on the back of your hub
5) Copy item '3. firmware version' into this post.
Hi @Amina78,
I have tested the line and detected an external fault. This has now been raised to our suppliers and they are expected to attend the external fault location within 24 - 72 hours. You can monitor the progress of the fault here and our faults team will be back in touch shortly after the visit.
Thank you.
Re: Frequent dropouts
26-11-2018 6:15 PM
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3. Firmware version: | Software version 4.7.5.1.83.8.237.2.2 Last updated Unknown |
Re: Frequent dropouts
26-11-2018 8:00 PM
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Please note, this is for the original poster PJ_2018 and not amina78
Thanks
3. Firmware version: |
Software version 4.7.5.1.83.8.259 Last updated Unknown |
Re: Frequent dropouts
27-11-2018 12:52 PM
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Re: Frequent dropouts
27-11-2018 3:42 PM
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No, no one has a kindle. Laptops, ipads, iphones, xbox, LG TV
Thanks
Re: Frequent dropouts
28-11-2018 7:41 AM
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Thanks for confirming that @pj_2018
@Jubby @JOLO @bobpullen - FYI as per fault ticket here.
Best wishes
Dave
Re: Frequent dropouts
28-11-2018 5:21 PM
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@RandallFlagg, I've upgraded the firmware to the latest build but I'm not confident the firmware's to blame here. The line seems to be re-initialising and there's nothing in the router logs to suggest the device is crashing/restarting.
@pj_2018, your router will be rebooting as I type to apply a software update. Interested to know if it makes a difference?
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Frequent dropouts
28-11-2018 6:01 PM
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Thanks for trying that ... I'll give it a couple of days and let you know.
Pete
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