Has anyone had almost constant dropouts with the BT & Plusnet routers ?
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30-03-2018 2:10 PM
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Hi There
Can anyone tell me if they have had the same issue as me with the almost constant dropouts. I am using the BT Hub 5 router and my parents down the road have the Plusnet router and we both have the same issue with dropouts currently.
I looked up reviews on Amazon for the BT Hub 5 routers and people say they have problems with it dropping connection all the time and also on forums people say to use a custom router.
Has anyone had this issue and fixed it with a custom router because I'm thinking of getting one or is it just the service that is the issue? I currently have a support ticket open and it said there is a problem on the line but it does seem odd that in the reviews for the router people have also had dropouts.
Fixed! Go to the fix.
Re: Has anyone had almost constant dropouts with the BT & Plusnet routers ?
30-03-2018 2:40 PM
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Re: Has anyone had almost constant dropouts with the BT & Plusnet routers ?
30-03-2018 2:53 PM
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Thanks for that.
30-03-2018 3:07 PM
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Thanks for waiting.
I've updated your ticket on the member centre which can be viewed by clicking the following link - https://www.plus.net/wizard/?p=view_question&id=171178646
Please let us know if we can be of any further assistance - Alex
Re: Has anyone had almost constant dropouts with the BT & Plusnet routers ?
03-04-2018 2:38 PM
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Hi there, not to hijack the thread but I can sympathise.
I have had a similar problem for the last couple of months, but to be fair to Plusnet, they have tried a lot to resolve it.
After all the tests, an engineer came and changed the NT5, I had a new modem from Plusnet and then engineers changed our line to the post and put us on another underground line to the cabinet.
My problem is not as severe as it was but, I am still seeing drops, mainly at night, when it doesn't matter, but also some in the evening when watching Iplayer. I am beginning to wonder if there are random noises on the line causing the short dropouts.
I also wonder if any modems are more robust at dealing with this issue.
I have an open question on this and am updating it with the dropout times.
Re: Has anyone had almost constant dropouts with the BT & Plusnet routers ?
04-04-2018 12:05 PM
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Sorry to hear you're having issues @egeoffreydavies
The drops you're seeing seem to coincide with what we're seeing too:
Unfortunately due to the amount of drops and that we're not finding a definitive cause of the problem, it's unlikely our suppliers will investigate further as it can be normal for broadband to drop out on occasion.
Re: Has anyone had almost constant dropouts with the BT & Plusnet routers ?
04-04-2018 4:12 PM
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While I accept this is an awkward problem to find, it means that when watching BBC Iplayer etc. that any drop-outs hang the program and I have to restart it when the connection comes back up.
This is why I asked about a more robust router as I have now tried two Hub one's.
When I was on ADSL a change to a Billion router solved a noisy line.
Don't know if that is the issue or whether that also applies to VDSL, especially as the connection is so fast.
Re: Has anyone had almost constant dropouts with the BT & Plusnet routers ?
04-04-2018 8:32 PM
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I’m afraid we can’t send out another type of router other than the Hub One for fibre installations but if you do have a different type it might be worth trying it.
Have you done a quiet line test by dialling 17070? This would help determine if there’s any audible noise on your line.
Re: Has anyone had almost constant dropouts with the BT & Plusnet routers ?
04-04-2018 9:43 PM
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Hi. Another drop this evening at 19:47
All the tests have been done - the Openreach engineers checked the quiet line along with everything else.
You already sent me a second modem to try after the engineer suggested there may be a fault with the original one.
Obviously not. My thought on a different one was because on ADSL anyway, some routers are better than others at holding onto connection.
There we go. May try another if I can borrow one, otherwise may have to wait until the fault becomes more permanent.
Thanks for the info.
Re: Has anyone had almost constant dropouts with the BT & Plusnet routers ?
04-04-2018 10:05 PM
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So the chart that @Gandalf displayed shows that there are very few line dropouts, so the router is staying connected to PN.
Do the dropouts you are experiencing happen on devices connect by WiFi or Ethernet?
If WiFi, you can improve the experience by logging into the router, going to the Advanced WiFi section, unticking the sync to 5Ghz box on the 2.4Ghz section, and adding a 5 to the 5Ghz SSID, thereby allowing your devices to know what band they re connecting to. Many devices including Apple find it hard to work out the two bands.
Re: Has anyone had almost constant dropouts with the BT & Plusnet routers ?
04-04-2018 10:10 PM
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Does the light on the front of your router change colour more often than indicated above?
Re: Has anyone had almost constant dropouts with the BT & Plusnet routers ?
05-04-2018 9:49 AM
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Thanks for the comment.
The modem is dropping connection at those times, for 2 - 3 minutes at a time. The orange light comes on and connection is lost.
This is all seen in the Hub 1 log.
Wifi to the router is always connected and it gives a good signal throughout the property.
Pretty much everything is at 2.4 except my wife's Iphone.
Re: Has anyone had almost constant dropouts with the BT & Plusnet routers ?
05-04-2018 9:51 AM
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Hi Gandalf, yes the light turns orange. Drops are logged on the modem and are usually 2 - 3 minutes long.
All the times are listed on the question I have posted.
Cheers.
Re: Has anyone had almost constant dropouts with the BT & Plusnet routers ?
05-04-2018 12:01 PM
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Sorry guys, I may be flogging a dead horse here but this is a typical log of disconnect and reconnect.
Maybe there's something showing that I can't see. What is LCP ?
19:51:59, 04 Apr. | (2258838.760000) PPPoE is up - Down Rate=39950Kbps, Up Rate=7066Kbps; SNR Margin Down=7.4dB, Up=5.8dB |
19:51:59, 04 Apr. | (2258838.750000) CHAP authentication successful |
19:51:59, 04 Apr. | (2258838.700000) CHAP Receive Challenge |
19:51:59, 04 Apr. | (2258838.700000) Starting CHAP authentication with peer |
19:51:59, 04 Apr. | (2258838.700000) PPP LCP Receive Configuration ACK |
19:51:59, 04 Apr. | (2258838.690000) PPP LCP Send Configuration Request |
19:51:59, 04 Apr. | (2258838.690000) PPP LCP Receive Configuration Reject |
19:51:59, 04 Apr. | (2258838.690000) PPP LCP Send Configuration ACK |
19:51:59, 04 Apr. | (2258838.690000) PPP LCP Receive Configuration Request |
19:51:59, 04 Apr. | (2258838.680000) PPP LCP Send Configuration Request |
19:51:10, 04 Apr. | (2258789.710000) PTM over DSL is up |
19:47:12, 04 Apr. | (2258551.270000) PTM over DSL is down after 4001 minutes uptime |
19:47:12, 04 Apr. | (2258551.260000) PPPoE is down after 1537 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)] |
19:47:09, 04 Apr. | (2258548.750000) PPP LCP Send Termination Request [User request] |
Re: Has anyone had almost constant dropouts with the BT & Plusnet routers ?
05-04-2018 2:23 PM - edited 05-04-2018 5:28 PM
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Yes,, that is typical behaviour of the Hub1/Home Hub 5A.
I had the HH 5A and also suffered from regular drops, I've since switched to a HH 5B and this only drops every 18 or 20 days and usually late at night.
HH 5B's are very cheap on Ebay, or pay a bit more and get a BT Smart Hub which is supposed to have much better WiFi.
[Edit: B's are cheap, not A's!]
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