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Getting fed up with constant connection drops on fibre broad band.

ashyt16
Dabbler
Posts: 15
Thanks: 2
Registered: 27-06-2017

Getting fed up with constant connection drops on fibre broad band.

The broadband has never been great since day one. First 2 weeks after initial connection were terrible until I binned the rubbish supplier router and swapped it for an Openreach modem and an ASUS router.

Things stabilised and I lived with the relatively low speeds.

However now it's nothing but dropouts almost every time I use the internet. The final straw was today watching the England game, about 3 times during the game the connection dropped. Not happy!

This cannot be normal.

Also while we're at it what happened to the improved upload speeds we were promised, mines hardly increased at all?

 

At my previous address I had normal broadband with Plusnet and it was fantastic. This all singing all dancing Fibre is a massive disappointment.

 

 

4 REPLIES
saxman
Hooked
Posts: 5
Registered: 05-05-2017

Re: Getting fed up with constant connection drops on fibre broad band.

I was suffering from the very same for months; download speed was >25mbps but the connection would drop up to 11 times a day but then be stable for days on end.

OR finally sent a multi-skilled (?) engineer out to me who did a "lift and shift" on my connection which I gather involved taking my BB connection and moving it to a totally new one.  This seems to have solved the disconnection problem but I am now stuck with a speed of 5mbps !

The words frying pan and fire come to mind. 

Perhaps I would be better reverting back to plain ADSL.

Plusnet Help Team
Plusnet Help Team
Posts: 313
Thanks: 124
Fixes: 26
Registered: 26-03-2018

Re: Getting fed up with constant connection drops on fibre broad band.

Hi @ashyt16,

 

I'm sorry to hear that you're experiencing poor speeds and a dropping connection. I've tested your line today and the test is not picking up the cause of this issue:

 

GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXX
 
 
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 22.3 Mbps
Upstream Speed 1.5 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Repetitive Electrical Impulse Noise Not Detected
Estimated Line Length In Metres 1470.9
Upstream Rate Assessment Reasonable
Downstream Rate Assessment Very Good
Interference Pattern Regular Interference Observed Daily
Service Impact Retrains Observed
Interference Duration Longest Occurrence From 19:30 to 19:45
Interference Location Customer Premise
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-40M Downstream 5dB, Retransmission High - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2018-06-29T10:45:00
Parameters MIN MAX AVG
Down Stream Line Rate 21.8 Mbps 25.0 Mbps 23.8 Mbps
Up Stream Line Rate 1.4 Mbps 1.5 Mbps 1.4 Mbps
Up Time 559.0 Sec 900.0 Sec 894.8 Sec
Retrains 0.0 5.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2018-07-12T09:04:17Z 2018-07-12T09:19:17Z
Ingress Code Violation 3 0
Egress Code Violation 1 3
Errored Seconds 1 2
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

However I can see from your connection log that the connection has been dropping in the evening:

 

Can you run through our troubleshooting guides here and let us know how you get on. If the problem persists once you've done the troubleshooting checks, please raise a fault here for further investigation and let us know when you've done this.

 

I'm sorry to hear that you've also been experiencing poor speeds @saxman. I can see that you have discussed this with our technical support team and that this has been raised as a fault for further investigation. You should receive an update by 14/07.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
ashyt16
Dabbler
Posts: 15
Thanks: 2
Registered: 27-06-2017

Re: Getting fed up with constant connection drops on fibre broad band.

Emily, thanks for the reply. I'll try the troubleshooting, but Tbh I've already tried most things.
As for dropping in the evenings, that's usually when I use the internet.
As soon as I start using it that's when the issues start.
Plusnet Help Team
Plusnet Help Team
Posts: 313
Thanks: 124
Fixes: 26
Registered: 26-03-2018

Re: Getting fed up with constant connection drops on fibre broad band.

Hi @ashyt16,

 

Thank you for confirming that the connection drops occur when you start using the internet - that indicates a potential underlying connection issue.

 

If the troubleshooting checks don't resolve this, please report a fault here and let us know when you've completed it, we'll then be able to investigate this further for you.

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