Multiple disconnects during first week

[#1]

Hi,

It’s a week since I rejoined Plusnet during which time I’ve encountered multiple disconnects:

21/5 down 00:27:11 up 00:30:23

20/5 down 23:34:16 up 23:38:36

20/5 down 00:44:14 up 00:58:25

19/5 down 21:52:44 up 21:56:02

18/5 down 19:49:08 up 19:54:25

18/5 down 00:22:49 up 00:26:01

17/5 down 23:38:46 up 23:43:47

17/5 down 08:07:49 up 08:11:44

Those are the GMT timestamps from the event log. 

Is this expected during the first week of connecting?

Thanks,

Jamie

ps. This forum account was setup when I was previously with Plusnet, not sure if there’s anything I need to do to associate it with my new subscription.

[#2]

@jlog. Thanks for contacting us.

As the connection has just become active it's not unusual for there to be some disconnections, however please monitor this and should the disconnections become more frequent then please raise this as a fault. 

You can raise a fault to us here: https://faults.plus.net

I hope this helps.

Thanks - Carl.

[#3]

Thanks @Tomca I am having the same issue too, having also being with Plusnet for exactly a week.  Mine drops out daily, usually between 10-11pm, and sometimes during the evening too.  The connection always restores though, without me having to take any action.  I was half expecting this to happen, as the connection beds in/you guys run testing etc.  How much longer thought before I can raise this as a fault, if it continues?  A few days, a week?  Thanks.

[#4]

@rshill1973. Each connection is different but a a rule we say to wait 14 days. However if the disconnections are frequent then please raise it as a fault so we can check the line.

Thanks - Carl.

[#5]

OK thank you.  I'll give it a day or two anyway (no harm), but I'll raise a fault if it persists longer than that.

[#6]

Thanks @Tomca, I’ll keep an eye on it over the next few days.

Good luck with your connection, @rshill1973 🤞

[#7]

@rshill1973 & @jlog. Glad I could help.

Thanks - Carl.

[#8]

Hi, unfortunately this has continued to happen over the last few days, with increasing frequency.  Last night my connection dropped about ten times in the evening.  The problem seems to be particularly acute in the evening and night time. It's happened already this evening, which has prompted me to pick up this thread again.

I'm going to raise a fault via the link provided earlier in the thread.  Not the most auspicious start to my time with Plusnet!

[#9]

Yup, same here... fault raised as daily disconnects still happening, usually in the evening ( :/) ... pretty disappointing tbh.

Disconnect always preceded by this message in the log:

(176965.110000) PPP LCP Send Termination Request [User request]

Pretty sure I didn't get this when I was previously with Plusnet using aTechnicolour router with separate modem... wondering if it would be worth digging those out to try instead of the Hub 1.

[#10]

Thanks for getting back to us @jlog 

Community forum accounts aren't linked to broadband accounts since we migrated to this new forum software in 2016. Having said that I can see you created your forum account in 2017 so I imagine you're referring to the bit in your profile that says "account username" I'm afraid that as far as I'm aware it's not possible to edit this.

I've however found your broadband account using your e-mail address in your forum profile and it doesn't look like you've reported a fault to us. I can see where you've began the broadband troubleshooter which has created ticket ID 202021232 but the troubleshooter wasn't completed so no fault has actually been reported.

I'd recommend making sure your router's plugged into the test socket found behind the faceplate of the master telephone socket explained Here which will rule out any internal wiring including the faceplate from being an issue.

If you continue to experience problems I'd then head on back to faults.plus.net to complete the process and report a fault.

[#11]

Thanks for the reply, Gandalf.

Re: my forum account, I just wanted to make sure it wasn’t linked to my previous account and causing confusion when I raise queries for my new account. 

I thought I’d gone right through the troubleshooter on Sunday evening after having another disconnect. I’ll switch to the test socket and see if that prevents them occurring on a daily basis. If not, I’ll try raising a fault properly  

[#12]

Thanks for getting back to me @jlog 

No problem, let us know if there are further issues.

[#13]

Is it possible to run a line test on my broadband please?  Have been disconnected twice already this evening (although as usual it does always come back up).

I want to go through as many options as possible before I raise a fault.  Tomorrow I will have been with Plusnet for two weeks, so any issues should have been ironed out by now.

Thanks

[#14]

Hi @rshill1973,

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

Testing your line hasn't picked up the cause of this from here:

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	36.7 Mbps
Upstream Speed	6.4 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	1036.3
Upstream Rate Assessment	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
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-40M Downstream, Retransmission High - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2020-05-27T03:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	38.3 Mbps	38.3 Mbps	38.3 Mbps
Up Stream Line Rate	6.3 Mbps	6.3 Mbps	6.3 Mbps
Up Time	900.0 Sec	900.0 Sec	900.0 Sec
Retrains	0.0	0.0	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	2020-05-27T08:06:45Z	2020-05-27T08:21:45Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

But I can see that something is definitely out of place, as the connection log is showing numerous drops:

Please let us know when you've raised the fault.

[#15]

shouldnt really be any need for the customer to raise a fault if you are saying its a problem? 

my new ISP immediately saw a problem and raised a fault themselves - for a ver similar issue (with what you have posted)