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Re: Repeated broadband drop outs

J0015
Newbie
Posts: 3
Registered: ‎09-06-2019

Re: Repeated broadband drop outs

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...

6 REPLIES 6
Plusnet Help Team
Plusnet Help Team
Posts: 1,414
Thanks: 248
Fixes: 48
Registered: ‎26-03-2018

Re: Repeated broadband drop outs

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

 

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
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Registered: ‎11-01-2008

Re: Repeated broadband drop outs


Moderators Note


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

Customer / Moderator
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Moderator
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Registered: ‎11-01-2008

Re: Repeated broadband drop outs


@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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Highlighted
J0015
Newbie
Posts: 3
Registered: ‎09-06-2019

Re: Repeated broadband drop outs

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.
J0015
Newbie
Posts: 3
Registered: ‎09-06-2019

Re: Repeated broadband drop outs

Last nights advice from the plusnet help desk was to switch it off and switch it back on again.
Plusnet Help Team
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Posts: 1,338
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Registered: ‎26-03-2018

Re: Repeated broadband drop outs

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.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team