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Hub One dropping connection & blue light going off

BrienneOfTarth
Hooked
Posts: 7
Registered: ‎16-04-2015

Hub One dropping connection & blue light going off

For the past couple of weeks our router regularly keeps disconnecting from broadband, the blue light always goes off & starts flashing orange, the broadband light usually comes on too. It’s happening several times a day, most often in a morning. The download speed is fairly stable but the upload speed is currently less than 1. I’ve tried resetting the router but it didn’t help. My daughter has online exams and she’s having to do them using data on her phone because we never know when the broadband connection is going to drop. Does anyone know what the problem might be please?
1 REPLY 1
adam945
Plusnet Help Team
Plusnet Help Team
Posts: 279
Thanks: 62
Fixes: 14
Registered: ‎01-12-2020

Re: Hub One dropping connection & blue light going off

Hi @BrienneOfTarth

 

Thanks a lot for reaching out and I'm sorry to hear about the disconnections on your line, these are also apparent on our end. I've run some tests which have found a possible fault with the network, and an engineer would be required to investigate further. Before raising this though, we need to ensure that the source of the issue is not internal.

 

I've sent you an email with some troubleshooting steps that you can take to see if helps, if not, please raise a fault by going onto faults.plus.net.

 

NOTE: When troubleshooting, if you can, please use the test socket, this is found by removing the face plate on your master socket.

 

I've popped our test results on this post for your reference.

 

KBD
 
 
GEA Test Detail
Circuit ID NA Service ID  
 
 
Test Outcome Fail
Test Outcome Code GTC_FTTC_SERVICE_1613
Description Potential HR Joint detected on GEA service. Please continue to submit a trouble report
Main Fault Location CE
Sync Status In Sync
Downstream Speed 60.0 Mbps
Upstream Speed 14.7 Mbps
Appointment Required Y
Fault Report Advised Y
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 616.0
Upstream Rate Assessment Low
Downstream Rate Assessment Reasonable
Interference Pattern Regular Interference Observed Daily
Service Impact Retrains Observed
Interference Duration Longest Occurrence From09:45to10:15
Interference Location Other
Interference Observed In Days 0
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream traffic detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Profile Name 0.128M-80M Downstream 3dB, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2021-05-28T11:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 38.1 Mbps 71.6 Mbps 55.1 Mbps
Up Stream Line Rate 0.4 Mbps 16.6 Mbps 7.0 Mbps
Up Time 2.0 Sec 900.0 Sec 881.5 Sec
Retrains 0.0 9.0 0.1
 Adam
 Plusnet Help Team - Leeds