Plusnet fibre broadband does not cope with uploads and will disconnect you...

[#1]

Hi,

I am also suffering with dropouts.

It seems to occur during streaming, e.g. BBC iPlayer, and also on uploads, e.g. to Photobox or YouTube.

I have noticed it on and off for a few months, but it has got worse recently.

Product:
Unlimited Fibre 40/2.

Gateway:

Sorry, the tool failed to identify your gateway; this does not mean that anything is wrong with your connection.

Posting the following information as a reply to the Gateway Checker Issues topic in the Community forums will help us to diagnose the problem.

core2-hu0-18-0-0.colindale.ukcore.bt.net (62.172.103.16) 4.819 ms

Router:

Plusnet Hub One | Software version 4.7.5.1.83.8.226 | Last updated 25/09/16

I disabled the 5Gz Wifi as a suggested work around, and it seems to have helped, but I would like a proper fix.

[#2]

Hi i have also been asked to post a comment here and not sure how i add a new post! my ticket number is:144834203 and been asked to answer the following questions:
•Make/model of router: Plusnet Hub One
•Firmware/software version: 4.7.5.1.83.8.226
•What product/speed you have: 40/2 (I was told this)
•Gateway: no idea!
•Devices being used to upload from: no idea probably phones and tv's?
•What it is you're uploading/what service you're using: no idea
•When the problem first started: months ago
•If you have access to a different router: I dont.

I do not understand why on earth i have to post here, why can't plus net just fix the problem or do this for me, can someone advise on what else i need to do and what i will happen now.

[#3]

@marklemac, @geetz26, @IronicB, @TBSteve & @Teenie - apologies for the hassle. I've applied a temporary workaround to each of your devices so let me know if you're still encountering difficulties.

Hopefully not too long now before we can push a global solution out to everybody without you having to post in this thread!

In the meantime, appreciate everybody's patience

[#4]

I am also experiencing these issues - not sure if a temporary fix can be applied for me - Call Ref 145442172

I work from home one day a week and often use a Remote Desktop Connection to get into the office and cannot afford to keep getting Disconnects

Kind Regards

[#5]

Same issue as described, been happening to me for months and it's so annoying!  I have been advised to post here so they can help me with a router software update, don't see why i have to post anything just to get help for a long standing issue...annoyed i have to go thru this fuss.  Last chance saloon for me, if it's not remedied here it will be time to make the switch.  Never ever thought i would consider going back to talk talk, but i never had this issue with them.

[#6]

I seem to be having this issue

22:27:32, 11 Mar.	(25757.160000) WAN operating mode is VDSL
22:27:32, 11 Mar.	(25757.160000) Last WAN operating mode was VDSL
22:27:30, 11 Mar.	(25755.770000) PPP IPCP Receive Configuration ACK
22:27:30, 11 Mar.	(25755.760000) PPP IPCP Send Configuration Request
22:27:30, 11 Mar.	(25755.760000) PPP IPCP Receive Configuration NAK
22:27:30, 11 Mar.	(25755.760000) PPP IPCP Send Configuration ACK
22:27:30, 11 Mar.	(25755.760000) PPP IPCP Receive Configuration Request
22:27:30, 11 Mar.	(25755.750000) PPP IPCP Send Configuration Request
22:27:29, 11 Mar.	(25754.550000) PPPoE is up -​ Down Rate=34956Kbps, Up Rate=1999Kbps; SNR Margin Down=7.6dB, Up=12.7dB
22:27:29, 11 Mar.	(25754.540000) CHAP authentication successful
22:27:29, 11 Mar.	(25754.500000) CHAP Receive Challenge
22:27:29, 11 Mar.	(25754.500000) Starting CHAP authentication with peer
22:27:29, 11 Mar.	(25754.500000) PPP LCP Receive Configuration ACK
22:27:29, 11 Mar.	(25754.490000) PPP LCP Send Configuration Request
22:27:29, 11 Mar.	(25754.490000) PPP LCP Receive Configuration Reject
22:27:29, 11 Mar.	(25754.490000) PPP LCP Send Configuration ACK
22:27:29, 11 Mar.	(25754.490000) PPP LCP Receive Configuration Request
22:27:29, 11 Mar.	(25754.490000) PPP LCP Send Configuration Request
22:26:55, 11 Mar.	(25720.390000) PPPoE is down after 4 minutes uptime [Disconnected]
22:26:53, 11 Mar.	(25718.140000) PPP LCP Send Termination Request [PPPoE PADT received]
22:22:09, 11 Mar.	(25433.950000) WAN operating mode is VDSL
22:22:09, 11 Mar.	(25433.940000) Last WAN operating mode was VDSL
22:22:07, 11 Mar.	(25432.530000) PPP IPCP Receive Configuration ACK
22:22:07, 11 Mar.	(25432.520000) PPP IPCP Send Configuration Request
22:22:07, 11 Mar.	(25432.520000) PPP IPCP Receive Configuration NAK
22:22:07, 11 Mar.	(25432.520000) PPP IPCP Send Configuration ACK
22:22:07, 11 Mar.	(25432.520000) PPP IPCP Receive Configuration Request
22:22:07, 11 Mar.	(25432.510000) PPP IPCP Send Configuration Request
22:22:06, 11 Mar.	(25431.270000) PPPoE is up -​ Down Rate=34956Kbps, Up Rate=1999Kbps; SNR Margin Down=7.6dB, Up=12.6dB
22:22:06, 11 Mar.	(25431.260000) CHAP authentication successful
22:22:06, 11 Mar.	(25431.210000) CHAP Receive Challenge
22:22:06, 11 Mar.	(25431.210000) Starting CHAP authentication with peer
22:22:06, 11 Mar.	(25431.210000) PPP LCP Receive Configuration ACK
22:22:06, 11 Mar.	(25431.200000) PPP LCP Send Configuration Request
22:22:06, 11 Mar.	(25431.200000) PPP LCP Receive Configuration Reject
22:22:06, 11 Mar.	(25431.200000) PPP LCP Send Configuration ACK
22:22:06, 11 Mar.	(25431.200000) PPP LCP Receive Configuration Request
22:22:06, 11 Mar.	(25431.190000) PPP LCP Send Configuration Request
22:21:32, 11 Mar.	(25397.120000) PPPoE is down after 4 minutes uptime [Disconnected]
22:21:29, 11 Mar.	(25394.850000) PPP LCP Send Termination Request [PPPoE PADT received]
22:17:19, 11 Mar.	(25144.040000) WAN operating mode is VDSL
22:17:19, 11 Mar.	(25144.040000) Last WAN operating mode was VDSL
22:17:17, 11 Mar.	(25142.660000) PPP IPCP Receive Configuration ACK
22:17:17, 11 Mar.	(25142.660000) PPP IPCP Send Configuration Request
22:17:17, 11 Mar.	(25142.660000) PPP IPCP Receive Configuration NAK
22:17:17, 11 Mar.	(25142.650000) PPP IPCP Send Configuration ACK
22:17:17, 11 Mar.	(25142.650000) PPP IPCP Receive Configuration Request
22:17:17, 11 Mar.	(25142.650000) PPP IPCP Send Configuration Request
22:17:16, 11 Mar.	(25141.460000) PPPoE is up -​ Down Rate=34956Kbps, Up Rate=1999Kbps; SNR Margin Down=7.6dB, Up=12.7dB
22:17:16, 11 Mar.	(25141.440000) CHAP authentication successful
22:17:16, 11 Mar.	(25141.400000) CHAP Receive Challenge
22:17:16, 11 Mar.	(25141.400000) Starting CHAP authentication with peer
22:17:16, 11 Mar.	(25141.400000) PPP LCP Receive Configuration ACK
22:17:16, 11 Mar.	(25141.400000) PPP LCP Send Configuration Request
22:17:16, 11 Mar.	(25141.400000) PPP LCP Receive Configuration Reject
22:17:16, 11 Mar.	(25141.390000) PPP LCP Send Configuration ACK
22:17:16, 11 Mar.	(25141.390000) PPP LCP Receive Configuration Request
22:17:16, 11 Mar.	(25141.390000) PPP LCP Send Configuration Request
22:16:42, 11 Mar.	(25107.260000) PPPoE is down after 4 minutes uptime [Disconnected]
22:16:40, 11 Mar.	(25105.050000) PPP LCP Send Termination Request [PPPoE PADT received]
22:12:30, 11 Mar.	(24855.650000) WAN operating mode is VDSL
22:12:30, 11 Mar.	(24855.650000) Last WAN operating mode was VDSL
22:12:29, 11 Mar.	(24854.230000) PPP IPCP Receive Configuration ACK
22:12:29, 11 Mar.	(24854.220000) PPP IPCP Send Configuration Request
22:12:29, 11 Mar.	(24854.220000) PPP IPCP Receive Configuration NAK
22:12:29, 11 Mar.	(24854.210000) PPP IPCP Send Configuration ACK
22:12:29, 11 Mar.	(24854.210000) PPP IPCP Receive Configuration Request
22:12:29, 11 Mar.	(24854.210000) PPP IPCP Send Configuration Request
22:12:28, 11 Mar.	(24852.980000) PPPoE is up -​ Down Rate=34956Kbps, Up Rate=1999Kbps; SNR Margin Down=8.1dB, Up=12.7dB
22:12:28, 11 Mar.	(24852.970000) CHAP authentication successful
22:12:28, 11 Mar.	(24852.920000) CHAP Receive Challenge
22:12:28, 11 Mar.	(24852.920000) Starting CHAP authentication with peer
22:12:28, 11 Mar.	(24852.920000) PPP LCP Receive Configuration ACK
22:12:28, 11 Mar.	(24852.910000) PPP LCP Send Configuration Request
22:12:28, 11 Mar.	(24852.910000) PPP LCP Receive Configuration Reject
22:12:28, 11 Mar.	(24852.910000) PPP LCP Send Configuration ACK
22:12:28, 11 Mar.	(24852.910000) PPP LCP Receive Configuration Request
22:12:28, 11 Mar.	(24852.900000) PPP LCP Send Configuration Request
22:11:53, 11 Mar.	(24818.820000) PPPoE is down after 3 minutes uptime [Disconnected]
22:11:51, 11 Mar.	(24816.560000) PPP LCP Send Termination Request [PPPoE PADT received]
22:08:15, 11 Mar.	(24600.270000) WAN operating mode is VDSL
22:08:15, 11 Mar.	(24600.270000) Last WAN operating mode was VDSL
22:08:13, 11 Mar.	(24598.850000) PPP IPCP Receive Configuration ACK
22:08:13, 11 Mar.	(24598.850000) PPP IPCP Send Configuration Request
22:08:13, 11 Mar.	(24598.850000) PPP IPCP Receive Configuration NAK
22:08:13, 11 Mar.	(24598.840000) PPP IPCP Send Configuration ACK
22:08:13, 11 Mar.	(24598.840000) PPP IPCP Receive Configuration Request
22:08:13, 11 Mar.	(24598.830000) PPP IPCP Send Configuration Request
22:08:12, 11 Mar.	(24597.610000) PPPoE is up -​ Down Rate=34956Kbps, Up Rate=1999Kbps; SNR Margin Down=8.1dB, Up=12.7dB
22:08:12, 11 Mar.	(24597.590000) CHAP authentication successful
22:08:12, 11 Mar.	(24597.550000) CHAP Receive Challenge
22:08:12, 11 Mar.	(24597.550000) Starting CHAP authentication with peer
22:08:12, 11 Mar.	(24597.550000) PPP LCP Receive Configuration ACK
22:08:12, 11 Mar.	(24597.550000) PPP LCP Send Configuration Request
22:08:12, 11 Mar.	(24597.540000) PPP LCP Receive Configuration Reject
22:08:12, 11 Mar.	(24597.540000) PPP LCP Send Configuration ACK
22:08:12, 11 Mar.	(24597.540000) PPP LCP Receive Configuration Request
22:08:12, 11 Mar.	(24597.540000) PPP LCP Send Configuration Request
22:07:38, 11 Mar.	(24563.280000) PPPoE is down after 3 minutes uptime [Disconnected]
22:07:36, 11 Mar.	(24561.060000) PPP LCP Send Termination Request [PPPoE PADT received]

[#7]

Hi Bob having similar problem with hub one regularly disconnecting on uploads, rang support who advised that a flash was needed and that you may be able to help. New to using a forum so hope I'm doing this correctly let me know if you need more info.

[#8]

Plusnet contacted me yesterday. Disconnects when uploading are affecting approximately 2,000 customers.  They aim to have a fix within 2 months. I didn't retain everything I was told, but I recall the technician mentioned a router firmware fix and work to their systems. I backup to iDrive.  I have stopped the sync programme to iDrive, and my connection is now stable.

[#9]

I have been advised by PN to join this thread to discuss my frequent drop-outs. PN have emailed me their response:

As discussed we've identified that the issues with the stability of your service occur when there's heavy upstream traffic. This could have a number of causes, but given the volume of traffic seen this would most often correlate with a backup service such as OneDrive or iCloud running on one of your devices. We've added your case to an incident being tracked by our products team as we suspect this may relate to issues we need to address from our side. The last we heard from the Products team was that there was a possible fix being rolled on 13/03, so we're hoping this will be resolved soon. In the mean time, to assist with tracking the issue from your perspective our Products team have a post on the community forums, and they're asking for customers to contact them there to help them with identifying the root cause of these issue: https://community.plus.net/t5/Fibre-Broadband/Plusnet-fibre-broadband-does-not-cope-with-uploads-and... We'd really appreciate it if you could join the thread and discuss the matter with them there. You may also be able to reduce the impact of the issue by either scheduling backups / uploads outside of the time you'd normally use the service, or (where possible) adjusting settings within your backup software to limit the amount of upstream bandwidth used. Thank you for your patience and understanding with this matter. Please do not hesitate to get back in touch online at https://www.plus.net/home-broadband/contact/ or by phone on 0800 432 0200 if we can be of further assistance.

So hopefully as of today, the problem will be fixed??!  Lets watch this space.

[#10]

---

@dk wrote:

They aim to have a fix within 2 months. I didn't retain everything I was told, but I recall the technician mentioned a router firmware fix and work to their systems.

The situation is as I explained in my post here. We're very close to having an interim workaround we can apply to everybody en masse.

Anyway...

@gchitticks, @jamgumb68, @alexc12, @sekyw, @Anneyc & @dk - I've just made a configuration change to your routers that should have worked around the problem. Please keep an eye on things and let me know if you're still experiencing problems.

[#11]

Thanks Bob, that looks like its worked, not disconnecting anymore. I understand from searching that onedrive has quite a low upload rate, I'm getting about 225kbps where my speedtest result is around 2mbps but thats a onedrive problem not plusnet.

[#12]

Awesome my connection has stabilised.  Thank you

[#13]

I am getting disconnected every 10 minutes.

What is the configuration change that is required to resolve this?

[#14]

Hi Bob
Just dropped out again....

[#15]

@Samson2 if I've configured this link correctly, then this should take you to the correct page (assuming you're using a Hub One) - WAN event log

From that page you need to look for the following:

PPP LCP Send Termination Request [PPPoE PADT received]

If your event log does not show this, then imho it's unlikely that this bug has caused it to drop again.