having trouble with my broadband dropping out every 3 mins
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having trouble with my broadband dropping out every 3 mins
29-03-2017 8:50 PM
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Hi everybody, had my Plusnet for three days its the fastest one they do but since we have had it it keeps dropping out sometimes every 3 mins then it might work fine for a couple of hours then starts again I have raised it with plusnet who ran tests they can see whats been happening but cannot find a fault they have sent another hub and have fitted that disconnecting everything off it so there is nothing connected to it all all, its 6 inchs away from main bt plug and I disconnected all the phone lines and its still dropping out its driving me mad switched everything off in house to see if something was interfering with it still no joy anyone got any idea's before I chuck it out back door!!!
Re: having trouble with my broadband dropping out every 3 mins
30-03-2017 9:13 AM
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Welcome to the forums.
Do you have the Plusnet Unlimited Fibre product (40/2 speeds) and are you using the Plusnet Hub One router?
If so the problem could be that discussed here https://community.plus.net/t5/forums/v3_1/forumtopicpage/board-id/Fibre/thread-id/49031/page/1 where your router has a bug which causes it to disconnect from the internet when the upstream gets swamped (e.g. by phone/tables syncing or backing up to Google Drive /Dropbox and the like).
If so then it might be worthwhile posting to that thread and asking for the fix to be applied.
Re: having trouble with my broadband dropping out every 3 mins
30-03-2017 11:25 AM
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Hi @bigrigs,
I've checked your connection and whilst on first look it would seem to be the upload/DCN issue we have been seeing as mentioned by @SpendLessTime, the upload usage we can see on your circuit is nowhere near as high as would be required to saturate your upload bandwidth, especially as you are on the Fibre extra product.
However, for us to check a bit more, would you be able to post the event log from your router for the times that the disconnections are occurring? To do this, log into your router in your web browser. The address is http://192.168.1.254. Click Troubleshooting and then go to the Event Log. It may help to set the filter to WAN as this would show just the events we are looking for.
If you can paste a copy of those logs onto here would be great.
Cheers
Re: having trouble with my broadband dropping out every 3 mins
30-03-2017 11:53 AM
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Re: having trouble with my broadband dropping out every 3 mins
30-03-2017 12:50 PM
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Hi @nickclack
I'm sorry you're having issues with your service, and I've had a quick look but its not the same problems as described by @bigrigs or mentioned in https://community.plus.net/t5/forums/v3_1/forumtop
Unfortunately we can never guarantee a fault free service but I like to think we do our best to fix these issues when we find them. Sometimes the fix will involve patches or updates dependent on where the issue is and this is only until we can get a full fix applied.
In respect of your circuit, I have had a quick look and this is your connection logs :
I've also completed a test on our suppliers systems and this has not advised of any faults :
Test Outcome | Pass |
Test Outcome Code | GTC_FTTC_SERVICE_0001 |
Description | GEA service test completed and no fault found but unable to check for customer equipment connected to modem. |
Main Fault Location | OK |
Sync Status | In Sync |
Downstream Speed | 79.9 Mbps |
Upstream Speed | 20.0 Mbps |
Appointment Required | N |
Fault Report Advised | N |
NTE Power Status | PowerOn |
Voice Line Test Result | Not Run - Unable to run |
Bridge Tap | Not Detected |
Repetitive Electrical Impulse Noise | Not Detected |
Estimated Line Length In Metres | 324.7 |
Upstream Rate Assessment | Very Good |
Downstream Rate Assessment | Very Good |
Interference Pattern | Regular Interference Observed on Week Days |
Service Impact | No Impact Observed |
Interference Duration Longest Occurrence | From 06:15 to 06:30 |
Interference Location | Other |
Interference Observed In Days | 3 |
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, Error Protection Off - 0.128M-20M Upstream, Error Protection Off |
Time Stamp | 2017-03-22T09:30:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 49.6 Mbps | 79.9 Mbps | 68.2 Mbps |
Up Stream Line Rate | 19.9 Mbps | 19.9 Mbps | 19.9 Mbps |
Up Time | 0.0 Sec | 900.0 Sec | 853.0 Sec |
Retrains | 0.0 | 9.0 | 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 | 2017-03-30T11:26:17Z | 2017-03-30T11:41:17Z |
Ingress Code Violation | 2 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 83 | 0 |
As there have been some drops, especially today, please can you follow this guide :
https://www.plus.net/help/broadband/connection-troubleshooting/
and if you notice the drops continue, you can then raise a fault to us via the broadband troubleshooter.
I hope this helps
Thanks
Re: having trouble with my broadband dropping out every 3 mins
30-03-2017 12:59 PM
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Thanks for replying, but the troubleshooting pages are beyond basic, everything is correctly plugged in.
I am getting 6Mb Down and 0.38Mb Up on Speedtests, there is something seriously wrong with the connection to my Hub.
I would like the line checked please, then I can evaluate if I want to move away from Plusnet.
I understand there might be some speed dips settling in but my patience has really been tested by the dragging out of the install which has been well documented with Support.
I really have no confidence whatsoever in my move to Plusnet, this needs to be changed please
I appreciate your assistance, thanks
Re: having trouble with my broadband dropping out every 3 mins
30-03-2017 2:06 PM
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Hi,
I've tested your line and can see no obvious reason why you would be having such low tests.
Your sync speeds are 79.9Mbps/20Mbps and the IP profile is 79663Kbps. A line test against the PSTN service found no fault and I've also checked the SVLAN in case of any utilisation issues and this is operating within limits.
I would recommend running a speed test on the BT test site, so if a fault does need to be raised this can be seen.
and then raising a fault via the fault checker here :
https://www.plus.net/apps/kbdfaults
I'm sorry for the problems with the install, and although I can't see any obvious issues, it doesn't mean there isn't a fault somewhere and our faults agents will do their best to get this resolved for you.
Re: having trouble with my broadband dropping out every 3 mins
30-03-2017 2:32 PM
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@nickclack How are you testing speeds, wifi or wired, and with what equipment? Are there any other devices connecting at the same time?
Re: having trouble with my broadband dropping out every 3 mins
30-03-2017 6:02 PM
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Thanks for the comments.
@KevMac1 I have used the BT speedtest upstairs close to the Hub over WiFi and it shows 74.29 Down and 18.36 Up with Ping 18. That is fine next to the Hub, but on PS4 downstairs the rate is 10% of that over WiFi. I cannot park myself next to the Hub, when I had VM I have their Hub linked to my ASIS Dark Knight router and that sent WiFi up three floors, rock solid at 150Mb on a 150Mb service. The Hub I fear is the weak link here.
If only I could use modem mode to link the Hub to the ASUS, but apparently that is another 'can of worms'
@Mustrum I think you have some experience in some other threads on using the Hub with an ASUS RT-N66U, is this possible?
Thanks
Re: having trouble with my broadband dropping out every 3 mins
30-03-2017 6:12 PM
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No experience of the Asus routers, but I just use the Hub to act as a modem, switch its wifi off, and connect the other router to a lan port on the hub. Providing the IP address ranges of both routers are different, that's all you need to do, if they are the same, as mine were, my Netgear automatically switched to a range starting with 10 rather than 192.
This way I get more stable wifi throughout my house, but still some basic line stats from the hub if I need them.
Re: having trouble with my broadband dropping out every 3 mins
31-03-2017 7:35 PM
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Re: having trouble with my broadband dropping out every 3 mins
31-03-2017 8:18 PM
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Re: having trouble with my broadband dropping out every 3 mins
01-04-2017 6:49 PM
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Re: having trouble with my broadband dropping out every 3 mins
01-04-2017 6:50 PM
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Re: having trouble with my broadband dropping out every 3 mins
02-04-2017 5:53 PM
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Any help wouldbe appreciated
Thanks
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