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Internet dropping at same point every day

zephyrmop
Dabbler
Posts: 11
Registered: ‎09-05-2017

Internet dropping at same point every day

Hi guys,

 

I've been having a problem the last few days where my internet has been dropping pretty much at 8pm on the dot. My router (the standard plusnet hub) goes orange, and my internet dies for about 2/3 minutes. My dad has also experienced this at 11am-ish but I'm at work in the day so can't test this.

Apart from these drops I'm getting very good constant speeds.

 

Is anyone able to check my line, or have any idea what might be causing this? In the grand scheme of things, it's not a huge problem but does interfere with the small window of internet time I get in a day.

 

Thanks in advance, 

 

Dan.

16 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: Internet dropping at same point every day

Hi Dan,

 

The drops look quite random and are happening throughout the day too:

 

Is there any noise on the phone line when you dial 17070 and run the quiet line test?

 

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 Chris Parr
 Plusnet Staff
zephyrmop
Dabbler
Posts: 11
Registered: ‎09-05-2017

Re: Internet dropping at same point every day

Hi Chris, 

I ran the quiet line test and it was indeed quiet. There was no noise whatsoever.

As far as I know, there shouldn't really be anything in my house causing these drops. Would something like a sky box connected to the internet cause it to drop?

Community Gaffer
Community Gaffer
Posts: 17,667
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Registered: ‎05-04-2007

Re: Internet dropping at same point every day

It shouldn't do, however it's not the most unlikely thing I'd have heard affecting a connection (1 specific train that went near someone's house every 2 days was a fun one to track).

Anything that can cause an electrical signal can impact the connection, however unless the power unit is very close to the router then it's quite unlikely.

 
The latest disconnections are above and I've tested your line with the results below showing no issues:
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0003
Description No problem found, OAM test is not currently supported on this line.
Main Fault Location OK
Sync Status In Sync
Downstream Speed 68.8 Mbps
Upstream Speed 11.4 Mbps
Appointment Required N
Fault Report Advised N
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 577.8
Upstream Rate Assessment Low
Downstream Rate Assessment Very Good
Interference Pattern Regular Interference Observed on Week Days
Service Impact Retrains Observed
Interference Duration Longest Occurrence From 12:45 to 13:00
Interference Location Other
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, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2017-06-09T09:45:00

 

If the drops become too frequent I'd advise getting this reported to us as a fault at https://faults.plus.net

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 Chris Parr
 Plusnet Staff
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zephyrmop
Dabbler
Posts: 11
Registered: ‎09-05-2017

Re: Internet dropping at same point every day

Just updating to say that the problem is still happening but alot more often. I've only just got back from holiday, but my dad has commented on the internet dropping when he's been using his computer (he uses a com maybe 20 mins a day), and since I've been using it this morning it's dropped 4/5 times between 6.30am and now (10am).

 

I have raised a ticket because it's getting a bit silly now. If there are any tests that I can do to help figure out the problem then let me know.

Also is there a way for me to view the drop outs like the picture in your post shows? Would be interesting to see exactly when the router is disconnecting, and maybe figuring out why it's happening.

 

Thanks again.

Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
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Registered: ‎05-04-2007

Re: Internet dropping at same point every day

Looking at the connection logs, they seem very consistent with disconnection often at exactly the same points of the day.

This suggests something is causing interference at those times, does anything happen either in the house or the local area you can think of at 1am, 8am, Midday and 7-8pm?

 

 
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 Chris Parr
 Plusnet Staff
zephyrmop
Dabbler
Posts: 11
Registered: ‎09-05-2017

Re: Internet dropping at same point every day

Hi. I haven't replied in a while as we had an engineer come and check our connection. He used his laptop to find a faulty connection on a telephone pole about 100 metres away, and did his best to fix it. It didn't completely fix our problem but did make it less common throughout the day. 

 

Unfortunately, over the last week or two, our internet has been dropping out more and more. A couple of times it has dropped out over night and not being able to reboot itself, so we would have to restart the router in the morning.

I've counted 3 drops today since I've been home, approximately 1 at 6.30am, 1 at 6.30pm and one at 7.30pm.

 

Can you please check our connection to see exactly how often we are getting disconnected?

 

Also, the only thing that may interfere is a wireless gadget we have for our water boiler, but we have turned that off in an attempt to rule it out.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎25-03-2015

Re: Internet dropping at same point every day

It doesn't look good:

 

 I'd certainly get this reported to us over at http://faults.plus.net so we can get this raised again for further investigation.

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 Harry Beesley
 Plusnet Help Team
zephyrmop
Dabbler
Posts: 11
Registered: ‎09-05-2017

Re: Internet dropping at same point every day

Thanks. I have reported as a fault, so will wait and see what an engineer says.

Community Gaffer
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Re: Internet dropping at same point every day

Hi there, I'm just testing your line and will reply again shortly.

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 Chris Parr
 Plusnet Staff
Community Gaffer
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Re: Internet dropping at same point every day

Your line is still dropping out, but not as frequently as it was on the 2nd:

 

The connection speeds look ok, the upload is a little lower than I'd expect:

 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0003
Description No problem found, OAM test is not currently supported on this line.
Main Fault Location OK
Sync Status In Sync
Downstream Speed 76.2 Mbps
Upstream Speed 12.0 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 577.8
Upstream Rate Assessment Low
Downstream Rate Assessment Very Good
Interference Pattern Regular Interference Observed Daily
Service Impact Retrains Observed
Interference Duration Longest Occurrence From 18:00 to 18:15
Interference Location Other
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
Profile Name 0.128M-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Retransmission High
Time Stamp

2017-07-26T12:30:00

 
However it's only just below the estimate:

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

WBC FTTC 18x2 Provide Availability

WBC FTTC 18x2 Sim Availability

Left in Jumper

  High Low High Low        
VDSL Range A (Clean) 72.7 55 20 14 49 Available -- -- -- --

 

I'll update your fault ticket and get this passed through to our suppliers.

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 Chris Parr
 Plusnet Staff
zephyrmop
Dabbler
Posts: 11
Registered: ‎09-05-2017

Re: Internet dropping at same point every day

Thanks for the reply. Honestly I don't mind that the speed is a little low. I would happily take a speed decrease if it meant my internet would be more stable. 

 

Hopefully this can be resolved soon!

Community Gaffer
Community Gaffer
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Re: Internet dropping at same point every day

I've updated the fault ticket, the next step is going to be an engineer visit.

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 Chris Parr
 Plusnet Staff
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Re: Internet dropping at same point every day

My line used to drop at exactly the same time each day - when the central heating boiler switched on to heat the hot water. Have you compared the drop times with your central heating programming?

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
zephyrmop
Dabbler
Posts: 11
Registered: ‎09-05-2017

Re: Internet dropping at same point every day

Hi. Yea that's one of the areas which I think could potentially be interrupting my connection. Did you manage to fix your problem, or find a solution?

My drop times are fairly close together, they don't always match the boiler times but i'm definitely keeping an eye on the situation.