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Intermittent downtime

deanrobertsuk
Newbie
Posts: 2
Registered: ‎05-09-2019

Intermittent downtime

Hi, my internet connections seems to momentarily drop for a few seconds.  This happens 5 or 6 times a day.  Is there a fault on my line?

3 REPLIES 3
Plusnet Help Team
Plusnet Help Team
Posts: 1,464
Thanks: 283
Fixes: 83
Registered: ‎26-03-2018

Re: Intermittent downtime

Hi @deanrobertsuk,

 

I'm sorry that you've been experiencing connection drops. Testing your line has picked up a fault but has been unable to determine whether this lies internal or external to your property:

GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXX
 
 
Test Outcome Fail
Test Outcome Code GTC_FTTC_SERVICE_1625
Description Impairment in copper joint detected most likely in local network. Please continue to submit a trouble report
Main Fault Location CE
Sync Status In Sync
Downstream Speed 40.0 Mbps
Upstream Speed 8.0 Mbps
Appointment Required Y
Fault Report Advised Y
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 959.9
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Home Wiring Problem Not Detected
Technology VDSL
Profile Name 0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2019-08-23T18:45:00
Parameters MIN MAX AVG
Down Stream Line Rate 39.9 Mbps 39.9 Mbps 39.9 Mbps
Up Stream Line Rate 7.9 Mbps 8.8 Mbps 8.1 Mbps
Up Time 252.0 Sec 900.0 Sec 897.1 Sec
Retrains 0.0 10.0 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 2019-09-05T17:20:20Z 2019-09-05T17:35:20Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

As this is the case, we'll need to do some troubleshooting to start ruling this out. I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket. https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

 

Please let us know if the troubleshooting doesn't resolve the problem.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
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deanrobertsuk
Newbie
Posts: 2
Registered: ‎05-09-2019

Re: Intermittent downtime

Hi Emily, I tried this, but still had the same results.  Can you arrange for an engineer?

 

Thanks,

 

Dean

Plusnet Help Team
Plusnet Help Team
Posts: 932
Thanks: 112
Fixes: 43
Registered: ‎26-03-2018

Re: Intermittent downtime

Hi @deanrobertsuk,

I'm sorry to hear that you're receiving similar results. Just to clarify, how long did you have the router set up within the test socket in the property? When you did, where you connecting via a Wi-Fi connection or via an Ethernet connection?

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