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Internet dropping out intermittently

Levidowding
Newbie
Posts: 2
Registered: ‎07-11-2018

Internet dropping out intermittently

My internet keeps dropping out intermittently, especially in the evenings. Often it will stay off permanently as well. Please could somebody look in to this for me?
9 REPLIES 9
krusty
Rising Star
Posts: 86
Thanks: 13
Registered: ‎09-08-2017

Re: Internet dropping out intermittently

How are you connecting to the router? Wired or wireless

When you say its "not connected" how do you know this, pages are not loading or you are also checking the router status lights?

 

Community Veteran
Posts: 3,918
Thanks: 486
Fixes: 7
Registered: ‎05-04-2007

Re: Internet dropping out intermittently

As has been said, you need to give us more information on your setup.

Are you using wired or wireless?

Where apprioximately is your router, I'm thinking if you're in a house with a separate floor then that could be an issue.

Levidowding
Newbie
Posts: 2
Registered: ‎07-11-2018

Re: Internet dropping out intermittently

The router lights go flashing amber and then static red. It drops out on wireless and wired. It's a single floor property.
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krusty
Rising Star
Posts: 86
Thanks: 13
Registered: ‎09-08-2017

Re: Internet dropping out intermittently

Ok thank you @Levidowding knowing that its both wired and wireless means more potential issues but tells us that the wifi isn't actually at fault (at this stage)

 

Can you connect to the test plug on the master socket

 

https://youtu.be/HoGKSVUkdWw?t=32  undo the two screws on the faceplate (shown at 40s) and plug the microfilter in.

 

Does the broadband work once connected to the test socket?

 

 

Community Veteran
Posts: 3,918
Thanks: 486
Fixes: 7
Registered: ‎05-04-2007

Re: Internet dropping out intermittently

Thanks @Levidowding

As @krusty has said that just rules out it being a wireless problem, so it seems that is not the case here.

The master socket test is the last thing you can do. If it doesn't make a difference, then I'd think you'd need to raise a fault. Also have you tested the landline for any noise when the broadband is down?

Maybe a staff member can post a visual RADIUS on here to show the disconnects which will show if something is up? 

krusty
Rising Star
Posts: 86
Thanks: 13
Registered: ‎09-08-2017

Re: Internet dropping out intermittently

@Alex the reason for the test socket now is to discount internal wiring. plus having only microfilter and test socket means we can see if the microfilters are duff Tongue I want to get down to it either being the line or router pretty quickly

Community Veteran
Posts: 3,918
Thanks: 486
Fixes: 7
Registered: ‎05-04-2007

Re: Internet dropping out intermittently

Yep @krusty I meant to say test socket, not master on the outside plate. My mistake.

Connect the router there with nothing else is all you can do. Ideally if you have spare hardware to rule that out too then it is a bonus. 

Plusnet Help Team
Plusnet Help Team
Posts: 1,399
Thanks: 276
Fixes: 80
Registered: ‎26-03-2018

Re: Internet dropping out intermittently

Hi @Levidowding,

 

I'm sorry that your connection is dropping and for any inconvenience that this is causing you.

 

I can see from your RADIUS logs that your connection is dropping frequently:

 

<img src="http://visualradius.plus.net/visualradius/generated/image1541782996750.png"/><div style="clear:both;"></div>

 

However, testing your line isn't picking up the cause of this:

 

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 26.7 Mbps
Upstream Speed 2.0 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 1518.6
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Regular Interference Observed on Week Days
Service Impact Retrains Observed
Interference Duration Longest Occurrence From 23:30 to 23:45
Interference Location Unknown
Interference Observed In Days 9
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-40M Downstream 3dB, Retransmission High - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2018-10-27T17:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 27.4 Mbps 28.4 Mbps 27.8 Mbps
Up Stream Line Rate 1.6 Mbps 1.9 Mbps 1.6 Mbps
Up Time 0.0 Sec 900.0 Sec 892.7 Sec
Retrains 0.0 18.0 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 2018-11-09T16:41:16Z 2018-11-09T16:56:16Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

If you've not done so already, I'd recommend that you run through the checks that @krusty and @Alex have suggested - mainly checking for any noise on the landline and connecting the router to the test socket. If the issue persists whilst you're in the test socket, please report it here and let us know when you've completed it.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
krusty
Rising Star
Posts: 86
Thanks: 13
Registered: ‎09-08-2017

Re: Internet dropping out intermittently

@EmilyD looking at that graph, i'm suspecting incorrect use or faulty microfilters ...

 

@Levidowding I'm not sure if you have done the test socket, but can you plug one microfilter into it and then the router and a phone (if you need access) and leave it that way for 24 hours .. if its still causing problems try the other microfilter

 

And if theres still problems can you do as @EmilyD asks !