Repeated broadband drop outs

[#1]

Similar issue here but mine started last month, so far we have only had 3 Openreach engineers out, I hope we don't get to take your record.Yes, new master socket, new router, no phone, and a change to the connection between the street box and the exchange.

Every time the engineers come they see that I can't connect to the internet with Plusnet TV, desktop, laptop, both windows and Apple kit and phones.  Although if the Amazon Echo devices are streaming music when Plusnet fails, it keeps streaming until somone interrupts it, it then says "I'm having difficulty connecting to the internet". Even so, their equipment tells them that I have a good connection.

I'm beginning to think It's at Plus.net not an Openreach problem.

Time to start a Facebook blog I think...

[#2]

Hi @J0015

I'm really sorry to hear this. 

I want to take a look into the account and see whats gone on, but when I've tried to find you from you Forum info it's brought two accounts up ..
 

Without giving anything else away, can you let us know if you are referring to the account on ADSL or FTTC? 

Thanks, 

MoR

[#3]

Moderators Note

This topic has been split from another thread for better visibility and to help staff.

[#4]

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@J0015 wrote:

Although if the Amazon Echo devices are streaming music when Plusnet fails, it keeps streaming until somone interrupts it, it then says "I'm having difficulty connecting to the internet". ...

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That's likely to be buffered music that eventually runs out.

[#5]

I have FTTC connection on both my accounts. Currently paying for Plusnet TV that I can’t use as the connection is not stable enough to watch a full programme without having to reboot the router 10 min before the end.

[#6]

Last nights advice from the plusnet help desk was to switch it off and switch it back on again.

[#7]

Hi @J0015,

Thank you for confirming those details, I've been able to determine which account is affected. I'm sorry for the connection issues and for the inconvenience caused.

I can see from your connection log that you've been experiencing drops:

However, testing your line hasn't picked up the cause of this:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXXX

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	72.5 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	238.8
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Reasonable
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
Profile Name	0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2019-05-31T17:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	70.5 Mbps	73.4 Mbps	71.4 Mbps
Up Stream Line Rate	19.9 Mbps	19.9 Mbps	19.9 Mbps
Up Time	0.0 Sec	900.0 Sec	892.3 Sec
Retrains	0.0	2.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2019-06-11T12:22:21Z	2019-06-11T12:37:21Z
Ingress Code Violation	46	19
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

We'll need to do some troubleshooting to try and narrow down the cause of the fault.

I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket. https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Please let us know if the issue persists when the router is connected to the test socket.