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Keeps disconnecting

picklepercy
Dabbler
Posts: 23
Thanks: 1
Registered: 15-09-2015

Keeps disconnecting

We've had plus.net for 6 months and so far the internet has been fine. However, this past week has seen the internet dropping every few minutes for 30 or so seconds at a time. This makes doing anything an absolute chore and as I work from home it is very annoying.

 

 

It mostly seems to happen early in the morning. I've noticed it from as early as 6am and it carries on disconnecting repeatedly until around 11am or so. Today however it is 12.30 and it is still happening.

 

The disconnects are happening over wireless with an Android mobile phone and a Mac laptop. Also with a Windows PC which is connected to the router via home plugs. 

 

Nothing on our end has changed recently.

 

I filed an issue with support who checked the line over a few days and apparently there were no issues that they could see. I have also tried doing a factory reset on the router but that hasn't solved anything.

 

Any help?

10 REPLIES
simoncraddock
Grafter
Posts: 57
Thanks: 5
Registered: 26-05-2015

Re: Keeps disconnecting

Are you on a ECI cabinet by chance and still have G.INP enabled?

Like yourself I've had a stable line until recently and the enabling of G.INP has caused frequent disconnects. I've had to increase my SNR to 8dB which has reduced my download speed from 64 to 57mbps just to regain some stability.

Community Veteran
Posts: 1,841
Thanks: 103
Fixes: 6
Registered: 21-01-2013

Re: Keeps disconnecting

Does your routers log give any indication of what's happening?

eg is it dropped vdsl connections or is it wifi problems etc.

 

picklepercy
Dabbler
Posts: 23
Thanks: 1
Registered: 15-09-2015

Re: Keeps disconnecting

Simon: I have absolutely no idea I'm afraid!

npr: Where do I find these logs? I tried logging into my router via the ip address but can't see anywhere to get the logs from.

Community Veteran
Posts: 1,841
Thanks: 103
Fixes: 6
Registered: 21-01-2013

Re: Keeps disconnecting

If your router has a log file I'm sure you would have found it in the GUI.


If it's Plusnets version of the homehub 5 then you should find the event log here:
homehub management pages > troubleshooting > helpdesk

picklepercy
Dabbler
Posts: 23
Thanks: 1
Registered: 15-09-2015

Re: Keeps disconnecting

This is what we have.

Plusnet-Hub-Zero-front-608x342

 

 

Community Veteran
Posts: 1,841
Thanks: 103
Fixes: 6
Registered: 21-01-2013

Re: Keeps disconnecting

I don't think those routers have a event log.

Have you tried changing the wifi channel? But as you're also having problems via a home plug it doesn't sound like a wifi issue -- still worth testing other channels (test channel 1, 6 and 11 to see which is best)

picklepercy
Dabbler
Posts: 23
Thanks: 1
Registered: 15-09-2015

Re: Keeps disconnecting

I tried a couple of different channels earlier when it was playing up. The issue cleared itself up at around 2/3pm today however it is usually only in the morning when it happens for some reason. 

 

I have set it to channel 1 for now and will see what happens in the morning.

Community Gaffer
Community Gaffer
Posts: 13,294
Thanks: 1,070
Fixes: 86
Registered: 04-04-2007

Re: Keeps disconnecting

Like @simoncraddock says, it could be the rollout of retransmission on ECI cabinets. If it is, you should hopefully see an improvement before the week is out.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Community Veteran
Posts: 1,841
Thanks: 103
Fixes: 6
Registered: 21-01-2013

Re: Keeps disconnecting

The op said support could find no issues, so presumably that means PN's radius graph showed no dropped connections. If it's a g.inp issue would there not be disconnections  showing?

 

 

Community Gaffer
Community Gaffer
Posts: 13,294
Thanks: 1,070
Fixes: 86
Registered: 04-04-2007

Re: Keeps disconnecting

Yes there would. Sorry, overlooked that.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵