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New subscriber, increasingly frequent disconnects

kettle
Dabbler
Posts: 15
Registered: 12-01-2008

New subscriber, increasingly frequent disconnects

Hello,

I've been with you for about a month now and I'm getting increasingly frequent disconnects from my fibre broadband.

I'm using the Plusnet supplied router, and I've just checked the logs and I've had 10 disconnects in the last 13 hours (as far back as the log goes) It is becoming significantly disruptive, but I'm not experiencing any issues with my land-line.

It's worth mentioning a bit of background -  I have had fibre on this line for a at least two or more years. I'm a fair distance from the cabinet and the line is carried quite a distance on overhead cables.  My speed has been historically pretty consistently 12.5Mb up / 1Mb down.

I migrated to you from TalkTalk and during the course of the last year with them I did have a very similar issue of regular disconnects (although not as severe / frequent as now) This was ongoing for a couple of months - which I put down to TalkTalk's unresponsive customer service, but it was eventually resolved after my instance that it be referred to OpenReach as a broadband fault.  I feel this is particularly relevant as I have recently been through the process of verifying that there are no issues with the master socket and cabling within my house.

Is it possible for PlusNet team to run some tests on the line? I'm happy to provide any router logs / any other info etc.

 

Thanks in advance.

 

 

3 REPLIES
kettle
Dabbler
Posts: 15
Registered: 12-01-2008

Re: New subscriber, increasingly frequent disconnects

Hello again,

This is still an issue - not quite as bad today, but at least half a dozen disconnects in the past 24 hours. Please can someone check and advise?

Thanks

Baldrick1
Seasoned Champion
Posts: 1,557
Thanks: 664
Fixes: 50
Registered: 30-06-2016

Re: New subscriber, increasingly frequent disconnects

It has been previously stated by a very helpful Plusnet staffer @Gandalf that they have a guideline that says that if there are more than 6 drops in 72 hours then they will look at it try try to find the cause, see here  https://community.plus.net/t5/Fibre-Broadband/Disconnects-and-speed-changes/m-p/1502660#M69957, which relates to another customer having similar problems. Hopefully he will come along and pick this up for you.

kettle
Dabbler
Posts: 15
Registered: 12-01-2008

Re: New subscriber, increasingly frequent disconnects

Great, thanks for your input...

For the record, here a list of the disconnects from the router log over the past 24 hours. This time they've mostly been at night which is a bit more considerate but by not means typical...it's really getting on my wick

 

18:05:07, 11 Jan.(382050.570000) PTM over DSL is down after 620 minutes uptime

07:42:37, 11 Jan.(344700.600000) PTM over DSL is down after 58 minutes uptime

06:42:04, 11 Jan.(341067.810000) PTM over DSL is down after 5 minutes uptime

06:34:41, 11 Jan.(340625.470000) PTM over DSL is down after 61 minutes uptime

05:30:38, 11 Jan.(336781.590000) PTM over DSL is down after 47 minutes uptime

04:40:48, 11 Jan.(333794.580000) PTM over DSL is down after 27 minutes uptime

04:10:30, 11 Jan.(331977.000000) PTM over DSL is down after 331 minutes uptime

22:37:19, 10 Jan.(311985.410000) PTM over DSL is down after 88 minutes uptime

21:06:25, 10 Jan.(306531.470000) PTM over DSL is down after 206 minutes uptime

 

Hoping for some investigation soon.

Thanks