Re: Repeated broadband drop outs
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- Re: Repeated broadband drop outs
Re: Repeated broadband drop outs
09-06-2019 8:13 PM
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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...
Re: Repeated broadband drop outs
10-06-2019 10:41 AM
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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
Re: Repeated broadband drop outs
10-06-2019 10:50 AM
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Moderators Note
This topic has been split from another thread for better visibility and to help staff.
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If it fixed it click 'This fixed my problem'
Re: Repeated broadband drop outs
10-06-2019 10:52 AM
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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". ...
That's likely to be buffered music that eventually runs out.
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If it fixed it click 'This fixed my problem'
Re: Repeated broadband drop outs
11-06-2019 10:38 AM
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Re: Repeated broadband drop outs
11-06-2019 10:40 AM
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Re: Repeated broadband drop outs
11-06-2019 1:52 PM - edited 11-06-2019 1:53 PM
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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.
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