Unlimited Fibre Extra - keeps droping out

[#1]

Broadband Unlimited Fibre Extra keeps droping out sometimes up to 4 times a day, varies usually 1-2 times a day. Normally in the middle of doing something!

Router resets, always watchdog reset cause 0x3, e.g. below - this one was the 3rd time today - had enough:

13:10:51, 09 Apr.	( 32.790000) System up, firmware version: 4.7.5.1.83.8.263
13:10:36, 09 Apr.	( 18.270000) System start
13:10:36, 09 Apr.	( 18.270000) Boot reason: watchdog reset (cause: 0x3)

Router is plugges directly into test port on master socket with no otehr equipment or cabling/wiring attached. Just the kit Plusnet provided (filter/cable/router).

This is unacceptable performance to me.

Have logged fault with plusnet and no response yet (although accept difficult times ...)

[#2]

We see your connection to be like this ...

If you're seeing drops at any other times, I'd suggest other issues. For now though, I'm going to modify your line to make a little more stable for you. Hopefully this will assist.

[#3]

could you please take a look at my line stats, ive been having a lot of router resets over the last few days, and sometimes my speedtest speed drops to less than 10mbps, manually resetting the router gets me back up to 66mbps.

Im in the process of acquiring a replacement router in the hope that its the router at fault?

[#4]

This had initially started to look better, with two resets in four days. (The disconnections in the image you posted corresponded to what we see, so you can see exactly what us happening.) However, we've now had four today, so the issue is still very much there and still not acceptable:

11:38:18, 16 Apr.	( 33.840000) System up, firmware version: 4.7.5.1.83.8.263
11:38:02, 16 Apr.	( 18.310000) System start
11:38:02, 16 Apr.	( 18.310000) Boot reason: watchdog reset (cause: 0x3)
10:12:13, 16 Apr.	( 32.550000) System up, firmware version: 4.7.5.1.83.8.263
10:11:58, 16 Apr.	( 18.280000) System start
10:11:58, 16 Apr.	( 18.280000) Boot reason: watchdog reset (cause: 0x3)
09:37:08, 16 Apr.	( 32.490000) System up, firmware version: 4.7.5.1.83.8.263
09:36:53, 16 Apr.	( 18.300000) System start
09:36:53, 16 Apr.	( 18.300000) Boot reason: watchdog reset (cause: 0x3)
08:28:44, 16 Apr.	( 32.430000) System up, firmware version: 4.7.5.1.83.8.263
08:28:29, 16 Apr.	( 18.230000) System start
08:28:29, 16 Apr.	( 18.230000) Boot reason: watchdog reset (cause: 0x3)

[#5]

Now FIVE times today

[#6]

Thanks for getting back in touch @km3

Sorry to hear that. Looks like it may be similar situation to that one.

I have sent message to @bobpullen to check if in this situation new router would be best thing to do.

-Piotr

[#7]

Hi @km3

New router was ordered.

Can you please let us know if drops with this reason code will stop once it will arrive?

-Piotr

[#8]

Did someone manage to check my connection, frequent router restarts, and speed dropping, router says synced at 78 mps but various speed tests put me at >10. Restart router and everything is good again for a short while.

[#9]

Hi @Passat52 

Sorry to hear about problems with your broadband.

I have tested your line and there is no fault found, no errors and line is stable with no restarts/drops.

Can you please tell us what do you mean by frequent router restarts? Does the main light change from blue or you are dropping connection on your devices only? Based on this graph, connection is stable.

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	76.3 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Target Fix Time
Fault Report Advised	N
Estimated Line Length In Metres	415.5
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
DP Type	External
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
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
Profile Name	0.128M-80M Downstream 4dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2020-04-08T09:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	76.2 Mbps	79.9 Mbps	79.7 Mbps
Up Stream Line Rate	19.9 Mbps	19.9 Mbps	19.9 Mbps
Up Time	0.0 Sec	900.0 Sec	886.3 Sec
Retrains	0.0	139.0	0.1

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2020-04-21T08:17:19Z	2020-04-21T08:32:19Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

[#10]

Based on the info from Piotr, and in advance of the new router arriving, I turned off the 5GHz wireless, just using the 2.4GHz. For three days, the connection was stable. Whilst not conclusive (as I have occasionally had ~2-3 days with drops before), it seems to potentially show the issues with a router sometimes not coping with large amounts of 5GHz traffic was indeed the issue.

The new router has arrived and is now installed (with both 2.4GHz and 5GHz wifi running) - I will advise status after about a week of use to establish whether it has fixed the 5GHz issue.

[#11]

sorry for the late reply.

since posting originally, the connection has been stable.

the problems in short,

1, dropped connections, and router restarts every 10/15 mins, the router light changed colour, and wifi/ lan connections failed.

2, reported speeds not matching the sync speed, the router was reporting 70+ sync, however wifi and hardwired tests only produced max speed 6mbps. a router cold reboot, (off then on) reset the speed for approximately 18hrs.

These problems/issues seemed to coincide with the beginning of the "lock down" period and obviously many more people working/staying at home. i can only assume a drain/strain on the network, either at a local or national level, it seemed to coincide with many other posters having issues.

i am happy now my connection seems stable and correct.

[#12 · Accepted solution]

The new router has been installed now for 8 days with both 2.4GHz and 5GHz wifi running, and no drops have occured. Speed seems OK too.

I'm happy the issue has now been resolved, so the call can be closed.

Thanks

[#13]

Hi km3,  I've been experiencing the same problem for  five months and nine BT engineers, three plusnet routers and a little fed up. Did you replace your router with a non plusnet router and if so a=have you any recommendations.

Thanks in advance

[#14]

Hi Tiggur,

I replaced the router with the same type of Plusnet router - they just sent me a new one - looks like the same thing.

If it's the same problem, have you tried turning off the 5GHz wifi on the router (but keep the 2.4GHz wifi on)? This would show if it's the same issue or something different - when I did this, the issue cleared, the new router fixes the fault on the 5GHz wifi.

(If you've already had three Plusnet routers, you've either been unlucky in getting three dodgy routers, or the fault is something else.)

[#15]

Hi km3, I've just turned off 5GHZ on the router/hub manager, I'll monitor this and see how long the router stays on without dropping the broadband. You would have thought that if Plusnet are aware of this problem they would/should have sorted this by now.

Thanks four your reply, many thanks.