Intermittent disconnects

[#1]

Hi guys

Since the engineer visited, the number of drops is noticeably fewer (although, I've been at the office more often, so I don't actually know if that's the case throughout the day). However, it seems that the problem still exists. There was a drop this morning at 1:20am, another at 9am, and one just a few minutes ago (9:30pm).

Any suggestions on what to do next will be gratefully received!

[#2]

Hi @Pnda183,

I've updated the ticket on your account. I think the next stage is to book another visit and once booked it's time to raise an escalation with BT Wholesale to try get this resolved. I suggest this because the lift and shift clearly hasn't fixed things.

[#3]

Hi guys

Sorry for the delayed response. The Christmas period was very busy and work has been very demanding as of late!

We are still experiencing this disconnection issue. If anything, it seems to have gotten worse over the last couple of weeks.

The ticket has been closed due to inactivity, but I am available all day on Friday 18th this week and Monday 21st and Wednesday 23rd next week if you are able to book an engineer.

Thanks!

[#4]

Hiya. Sorry to see you're still experiencing connection problems, but I hope you had a good Christmas.

I've re-opened your fault ticket 184594627 for you now and booked the engineer visit for tomorrow morning.

Unfortunately though as the last engineer was more than 28 days in the past, our suppliers won't accept an escalation but let us know how it goes tomorrow and we'll be happy to raise an escalation if the problem isn't fully resolved afterwards.

[#5]

Thanks Anoush, hope you had a nice break as well!

The engineer was not able to detect any faults or diagnose the problem, and we've just had another random disconnection. I've responded to the ticket with my availability if you need to book another engineer.

Thanks

[#6]

Thanks for getting back to us.

I'm sorry to see your connection is still dropping out. I have rejected the clear response from our suppliers on the fault report and our faults team will be in touch once we receive a response with the next steps on the report.

Thank you for your patience.

[#7]

Hi guys

The engineer came this afternoon, but again could not find any obvious faults and every test he ran came back saying there were no problems. The engineer replaced one of the cables running from the master socket saying that it was unlikely to be the cause but he did it anyway, just in case.

However, we've just had another random disconnect, so the cable change does not appear to have fixed anything unfortunately

The engineer suggested that if the cable change doesn't fix the problem, it might be a problem with the router, even though it is still relatively new

[#8]

@Pnda183 - I'm sorry to hear this. 

I can see that you spoke to an tech agent yesterday who has arranged a new router to be sent out to you. 

Can you keep us up to date on how this goes? 

Thanks, 

MoR

[#9]

The new router arrived a couple of days ago, but have just managed to plug it in and set it up this morning. So far, I've had one disconnection, but happy to give it another week or two before I report back.

Thanks all for your help so far. Am hoping that this will fix it.

[#10]

Thanks @Pnda183, hopefully it stays like that but please get back to us if the issue returns.

[#11]

I am having increasingly frequent intermittent disconnects of our internet. It's usually just for a few minutes - the router glows orange, then recovers to blue and we're back in action. Last night, however, I was aware of the router glowing orange through the night (I'm a light sleeper) which was a much longer break than usual, until I rebooted it at 03:22. I have taken a look at the Event Log on my router and see lots of entries along the lines of the following:

03:23:36, 24 Mar.	( 74.830000) CWMP: session closed due to error: Could not resolve host
03:23:36, 24 Mar.	( 74.810000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
03:23:36, 24 Mar.	( 74.800000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
03:23:05, 24 Mar.	( 44.420000) CWMP: session closed due to error: Could not resolve host
03:23:00, 24 Mar.	( 38.440000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
03:22:59, 24 Mar.	( 38.420000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
03:22:59, 24 Mar.	( 37.950000) CWMP: Initializing transaction for event code 1 BOOT
01:00:05, 24 Mar.	(389761.560000) CWMP: session closed due to error: Could not resolve host
01:00:05, 24 Mar.	(389761.540000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
01:00:05, 24 Mar.	(389761.530000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
00:45:05, 24 Mar.	(388861.150000) CWMP: session closed due to error: Could not resolve host
00:45:05, 24 Mar.	(388861.130000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
00:45:05, 24 Mar.	(388861.130000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
00:44:34, 24 Mar.	(388830.740000) CWMP: session closed due to error: Could not resolve host
00:44:34, 24 Mar.	(388830.710000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
00:44:34, 24 Mar.	(388830.700000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
00:44:34, 24 Mar.	(388830.280000) CWMP: Initializing transaction for event code 4 VALUE CHANGE

---

and wondered whether this provides any clues as to what's going on.

I have a Plusnet Hub One,  Software version 4.7.5.1.83.8.237.2.2 | Last updated 15/08/17

Having browsed some other posts in this forum, I can see that the software has been updated since then and has been implicated in other people's disconnection problems.

Seeking advice on how to take this forward.

[#12]

Hi @aeneareid

Thanks for getting in touch.

Although @bobpullen may update this for you as a matter of good housekeeping, it looks like the disconnections you're experiencing are related to a physical connection issue within or nearby to your premises.

I'd recommend getting your router into the test socket as shown here and if that doesn't resolve the issue, raise a fault here so that we can ask our suppliers to take a look into this for you.

Best wishes

Dave

[#13]

Tried to use the test socket but couldn't get the connection to work at all when plugged in to the socket. Put the face plate back on again and plugged in to that and we do get a connection but I think it is dropping more frequently now. Looks like there may be a problem with our master socket. I will raise a fault as you suggest.

[#14]

Hi @aeneareid

Thanks for the update - I've raised the fault for you and our suppliers do indeed need to send an engineer on this one. If you could respond to your open fault ticket here with your availability I'll get this booked in for you.

Best wishes

Dave

[#15]

Responded to the ticket yesterday afternoon but still waiting for an update.