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

[#1]

@heddybell, an interim fix was pushed to your router earlier today so you should find that the problem is no longer evident?

[#2]

Thank you Bob - I appreciate your help.  I will keep you posted. Thanks again.

[#3]

Well it worked from Friday until today and just lost connection again - surely that shows there's something wrong with your routers?

[#4]

Hi Gail - I am sorry to hear this. So far mine seems ok. I live in hope!

[#5]

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@Gail wrote:

Well it worked from Friday until today and just lost connection again - surely that shows there's something wrong with your routers?

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Sorry to hear you're continuing to experience problems. As has been alluded to though, your probably is very unlikely to be anything to do with the router.

[#6]

@bobpullen I've been having disconnection issues recently, and an Openreach engineer fixed a high resistance issue at my house yesterday and the disconnections continued.

The disconnection error messages in the router log BEFORE the engineer came, were along the lines of:
PPP LCP Send Termination Request [PPPoE User Request]

However, since he fixed the high resistance by reterminating wires, I now only have disconnections when uploading for a while. I re-checked the event log and now this is my error:
10:17:30, 13 Jul. (127900.830000) PPP LCP Send Termination Request [PPPoE PADT received]

I called Plusnet today and they said they would add me to the list of people who would have the fix sent out. If possible I'd love to expedite this router firmware fix being pushed to me

Thanks

Daniel Twigg

[#7]

Hi Bob
You applied the fix to my router a while back. We've been having problems again though. I called plusnet yesterday who agreed that there had been random dropouts before telling me to monitor the situation. I insisted it be reported as a fault with the hope that t would get looked into but have heard absolutely nothing. Please could you check again for me? This forum has been more helpful than the phone in tech support! Thanks

[#8]

@danieltwigg, that's been done for you.

@Samson2, the fix is still applied to your device, so any further disconnections are going to be unrelated to this particular problem. Whilst there have been some drops, the connection has currently been uninterrupted for almost two days:

Session Started	        Session Ended	        Session Duration
18:29 12/Jul/2017	N/A	                One Day, 16:49:16 (on going)
14:01 12/Jul/2017	18:29 12/Jul/2017	4:27:41
13:18 12/Jul/2017	14:00 12/Jul/2017	0:42:30
13:23 10/Jul/2017	12:43 12/Jul/2017	One Day, 23:20:39
13:13 10/Jul/2017	13:22 10/Jul/2017	0:8:33
06:18 08/Jul/2017	13:13 10/Jul/2017	2 Days, 6:54:14
05:57 08/Jul/2017	06:18 08/Jul/2017	0:20:51
21:39 07/Jul/2017	05:56 08/Jul/2017	8:17:2
05:05 06/Jul/2017	18:19 07/Jul/2017	One Day, 13:13:53

[#9]

Well this one's a new one on me - was working sort of ok for a couple of days - maybe one or two disconnections.  Now this evening, my computer and my phone completely lost connection to the modem and I had to reboot the modem!

[#10]

Hi Bob,

i'm having the same problems when uploading. can you apply the fix to me too, please?

what do you need from me?

cheers.

[#11]

@Mulholland, I pushed an update to your router an hour or so ago. It will have rebooted whilst it was being applied but all should be well now.

[#12]

Hello,

I am new Plusnet customer (since the 6th of July) on the 40/2 fibre package. I am very happy with the service normally but whenever I add new files to my Google Drive I get constant disconnections even when limiting the upload bandwidth to 1Mbit. I can recreate this issue with any large file upload to other services.
Would it be possible to get the fix currently being tested to my router?

Thanks

[#13]

I cannot belive that after 612 posts , this has not been fixed

[#14]

It has been fixed. The firmware is in the process of being deployed to customers' routers.

Edit: @nevans83, I've just pushed a fix to your router. It will have rebooted to apply the update.

Another edit: I should clarify that it will take time before the firmware update makes it onto the production line, as we will be exhausting existing stock first and there's an on-boarding process we need to follow. Having said that, Hub Ones will update to the latest firmware iteration a short while after first coming online anyway. There will also be the odd example where routers have been removed from our hardware management platform meaning we're unable to remotely update them - we'll have to treat these instances on a case by case basis.

[#15]

Hi i have been advised by customer services to post on here as i am experiencing the same problem with uploads. My connection is dropping many times. He said you coukd push some firmware to my router. My username is klewis17.
Please help.
Thanks
Kate