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Past 3 days, regular dropouts from 8-9pm onwards.

tree56uk
Dabbler
Posts: 13
Registered: 24-09-2014

Past 3 days, regular dropouts from 8-9pm onwards.

As if almost by clockwork, the connection has been dropping out in the evening at pretty much the same time. There's usually about 3 dropouts a night, all happening within 45 minutes. I have done the usual thing of resetting the BT box and Router but to no avail. As a side note, speed has gone down to around 30mb's (which is bearable, but still not correct).

Any staff help that could look into the lovely data behind my account and connection would be grand Smiley

 

6 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Past 3 days, regular dropouts from 8-9pm onwards.

Hey @tree56uk

 

Where is your router located exactly?

  1. Is it near anything else electrical that might come on on a timer?
  2. Is the router connected directly into the Master Socket or is it an extension?

Given that connectivity seem to drop out at a certain time points towards some kind of interference caused by something that comes on via a timer, anything like your boiler?

I'm not in the office at the moment so I don't have the capability to test your line in search for answers at the moment, so apologies for that, I'm sure another member of staff will get to you soon though with further details around that.

Chris Pettitt
Cloud Environments Engineer
tree56uk
Dabbler
Posts: 13
Registered: 24-09-2014

Re: Past 3 days, regular dropouts from 8-9pm onwards.

Thanks for getting back to me Chris.

Nope, nothing on timers nearby, and its plugged into the master socket.

Since I posted, there's has been no dropouts, as has been the case the past several days. It always seems to be fine after 10pm.

Plusnet Help Team
Plusnet Help Team
Posts: 8,965
Thanks: 2,822
Fixes: 444
Registered: 21-04-2017

Re: Past 3 days, regular dropouts from 8-9pm onwards.

Hi there,

 

Sorry to hear you're having problems.


Whilst I can see the disconnections...

 

...testing your line isn't identifying the cause of that...

Sync Status In Sync
Downstream Speed 66.9 Mbps
Upstream Speed

20.0 Mbps

Voice Line Test Result Pass

 

If you're still using an Openreach modem and router combination, I'd recommend next narrowing down where the issue may lie by plugging a laptop or PC into the LAN1 port of the modem, setting up a PPPoE connection.

This guide will explain how to do that: https://community.plus.net/t5/Library/Fibre-help-How-to-set-up-a-PPPoE-dialler-in-Vista-Windows-7/ba...

 

Failing that, it's probably best to report the fault to us at http://faults.plus.net so that we can arrange an engineer.

 

Let us know how you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
tree56uk
Dabbler
Posts: 13
Registered: 24-09-2014

Re: Past 3 days, regular dropouts from 8-9pm onwards.

Anoush, 

 

Thank you for getting back to me. That solution would not be the best as it seems that would only fix a connection for one PC connected by a wire to the modem. If I am reading that solution correctly that is. The issue affects more than the one PC in the house, at the most inconvenient times (disconnections for gamers, cardinal sin aha :p ). 

However I have checked on the router GUI (Asus) and the WAN connection type is PPPoE already (as defined by the setup instructions I followed back in the day). 

 

I will see if the same happens again tonight during the window in which it happens, and I may well look into booking an engineer if I feel the need to. 

 

Plusnet Help Team
Plusnet Help Team
Posts: 8,965
Thanks: 2,822
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Registered: 21-04-2017

Re: Past 3 days, regular dropouts from 8-9pm onwards.

No problems, though I wasn't recommending this a solution, but as a means to determine if the issue lay with your router before we arranged an engineer. If you'd like to go for the engineer anyway, let us know once you've reported the fault.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Moderator
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Re: Past 3 days, regular dropouts from 8-9pm onwards.

Moderator Note by Dick (Strat)

Topic moved to a more appropriate board.

Customer and Forum Moderator.