Internet Down this morning
Hi @Ts21,
I'm sorry that your broadband isn't working at the moment and for any inconvenience that this is causing you. Thank you for running through the troubleshooting checks and for submitting the fault report.
From our side, it appears that the connection was dropping in and out very frequently this morning. Things look to have settled down now but your connection details have dropped out of the router so it's not allowing you online.
You should normally be able to resolve this with a factory reset of the router. Please push something into the pinhole on the back for at least 15 seconds whilst the router is powered on. If this doesn't work, please run through the manual set up process which is as follows:
1) Open up a webpage and in the address bar type http://192.168.1.254
2) You should come to a page with information about your connection, click 'Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'
3) Click on the 'Broadband' tab. You should then see a username and password box. If this doesn't come up, please click the 'disconnect' button
4) Your username is your account username with @plusdsl.net at the end and your password is your account password. Input both of these and press 'Connect' and you should now be online.
Please let us know if the issue persists once you've done this.
Hi @Ts21,
Thank you for trying the manual router set up. I'm sorry that the problem has returned.
I've re-tested your line but the test is still 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 | 45.7 Mbps | ||||
| Upstream Speed | 9.3 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 | 539.6 | ||||
| Upstream Rate Assessment | Very Good | ||||
| Downstream Rate Assessment | Very Good | ||||
| Interference Pattern | Not Detected | ||||
| Service Impact | No Impact Observed | ||||
| 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-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off | ||||
| Time Stamp | 2018-10-18T11:15:00 | ||||
| Parameters | MIN | MAX | AVG |
| Down Stream Line Rate | 45.3 Mbps | 79.9 Mbps | 77.9 Mbps |
| Up Stream Line Rate | 6.2 Mbps | 20.0 Mbps | 19.3 Mbps |
| Up Time | 0.0 Sec | 900.0 Sec | 892.1 Sec |
| Retrains | 0.0 | 19.0 | 0.1 |
| Current and Last 15 Minute Bin Performance | ||
| Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
| Start Time Stamp | 2018-10-26T16:22:58Z | 2018-10-26T16:37:58Z |
| Ingress Code Violation | 300 | 13 |
| Egress Code Violation | 117 | 29 |
| Errored Seconds | 36 | 21 |
| Severely Errored Seconds | 7 | 10 |
| Unavailable Seconds | 261 | 37 |
However your connection log is showing frequent drops:
As you've been through the troubleshooting steps and these haven't resolved the problem, the next stage is for us to arrange an engineer visit so that this can be investigated further. Please can you reply to the ticket here with your availability for a visit. If you get back in touch on here once you've done this, we'll get the appointment booked in for the earliest available suitable slot.