Random Dropouts

[#1]

Hi everyone.

I'm a new customer and have had broadband for around two weeks now since moving in.
I've had a few dropouts happening (yellow light flashing and then back onto blue) but in the past day or two it has been happening quite frequently with it being multiple times today, I was wondering if someone could help me in figuring out iwhat's causing the dropouts?

Thanks for any help in advance!

[#2]

Hi @Frosty89 

Hope you're doing well  thank you for reaching out on our Community Forum regarding your connection. there are a few things which appear to be going on here, which are having a negative impact on your connection.

1. The router is struggling to authenticate - please follow the instructions on how to authenticate your router here: https://www.plus.net/help/broadband/router-user-guides/

2. The line appears to be banded, this may be due to the frequent disconnections, but can also be due to an issues on our suppliers side. I've raised this with the relevant team on our end for further investigation

3. Even when authenticated, the line appears to be dropping out on a frequent basis. this can again be caused by an issue on our suppliers side, however before raising this with our suppliers, we'd need you to carry out some checks on your end to ensure that the source of these problems does not lie within your domain.

Please plug your router into the master socket with no other devices connected. Please also check and confirm that there is no damage to any of your equipment or wiring. Please leave your router in this set up for a minimum of 3 days. Please also try an alternative router and/or microfilter if you have them.

Please note if an engineer visits your premises and the fault is found to be caused by your equipment, internal wiring or as a result of damage to BT equipment a charge of £65 will apply.

If you're interested, I've popped our test results on this post. Please see below.

** INTERNAL **

KBD

GEA Test Detail
Circuit ID	NA	Service ID	BBEU40023969

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	46.9 Mbps
Upstream Speed	19.1 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	332.7
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Low
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	1
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-49M Downstream, Retransmission High - 0.128M-20M Upstream, Retransmission High
Time Stamp	2021-05-27T02:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	48.9 Mbps	48.9 Mbps	48.9 Mbps
Up Stream Line Rate	20.0 Mbps	20.0 Mbps	20.0 Mbps
Up Time	900.0 Sec	900.0 Sec	900.0 Sec

[#3]

Hi Adam,

Thank you very much for your reply.
The router is connected directly at the master phone socket and it has been dropping today quite a bit still. Currently it seems to be only staying connected for a few minutes at a time before dropping out.

Thanks again for your help in advance.

[#4]

Hi @Frosty89,

I'm sorry to hear there's still some drop outs. To investigate further, we may need to arrange an engineer visit. I've updated the open support ticket on your account concerning this, which can be viewed here. Once you've had the chance to read and respond to the ticket, please let us know and we'll be happy to pick this back up for review as soon as possible.

[#5]

Hi thanks for the response.
I did a reply to that ticket for you, many thanks again.

[#6]

Thanks for confirming this. I've reviewed the account and I can see that you've since spoken to a colleague in the Tech Team and that an appointment has been arranged.