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Intermittent service drops on FTTP Trial

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Intermittent service drops on FTTP Trial

Hello

Since Sunday 5th April my broadband has been intermittently dropping but only in the afternoons. This also affects one of my neighbours who has BT FTTP.

So far I have experienced these drops, some of the end times are approximate because I am not constantly monitoring the situation:

05 April from 4pm to 6:30pm

07 April from 4pm to 6:30pm

08 April from 2:30pm to 6:30pm

09 April from 2:30pm to 6:30pm

10 April from 2pm to 6:30pm

I don't have to reboot the router and ONT, the service just starts again.

When the drops occur the LOS indicator is flashing red and the PON indicator is flashing green on the ONT.

As advised by @Gandalf I created a support ticket last night 200753861 and the support team have created another ticket 200756190

Personally I can cope with these drops since I retired on 1st April but my neighbour, although with BT is struggling to work from home.

So my only concern is if the service deteriorates further.

Cheers

Howard

 

18 REPLIES 18
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Registered: ‎09-08-2010

Re: Intermittent service drops on FTTP Trial

Just to update, the service has been normal since Monday 13th April but I was waiting to find out what had happened.

Plusnet called me this afternoon to explain that BT Openreach were doing some work in the area and the work was causing instability issues. The work has now been completed and my service is now stable. The same applies to my neighbour!

Plusnet advised they will monitor it for another 2 weeks.

Cheers

Howard

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Re: Intermittent service drops on FTTP Trial

Hello

My Internet service has been on and off today so I have updated the ticket.

Here is today's data from my router log, times are GMT:

[Admin login] from source 10.0.0.3, Thursday, Apr 23,2020 18:31:13
[DHCP IP: (10.0.0.3)] to MAC address 5C:51:4F:BD:B8:DE, Thursday, Apr 23,2020 18:30:46
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Thursday, Apr 23,2020 18:30:21
[Internet connected] IP address: 87.112.37.18, Thursday, Apr 23,2020 18:28:53
[Internet disconnected] Thursday, Apr 23,2020 18:18:23
[Internet connected] IP address: 87.112.36.37, Thursday, Apr 23,2020 18:15:24
[Internet disconnected] Thursday, Apr 23,2020 18:13:35
[Internet connected] IP address: 84.92.178.184, Thursday, Apr 23,2020 18:10:16
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Thursday, Apr 23,2020 18:07:46
[Internet disconnected] Thursday, Apr 23,2020 17:51:36
[Internet connected] IP address: 81.174.206.3, Thursday, Apr 23,2020 17:48:17
[Internet disconnected] Thursday, Apr 23,2020 15:27:55
[Internet connected] IP address: 87.112.24.144, Thursday, Apr 23,2020 15:26:17
[Internet disconnected] Thursday, Apr 23,2020 15:20:27
[Internet connected] IP address: 87.113.133.236, Thursday, Apr 23,2020 15:18:08
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Thursday, Apr 23,2020 15:04:39
[Internet disconnected] Thursday, Apr 23,2020 14:52:50
[Internet connected] IP address: 87.113.206.34, Thursday, Apr 23,2020 14:40:11
[Internet disconnected] Thursday, Apr 23,2020 14:19:59
[DHCP IP: (10.0.0.3)] to MAC address 5C:51:4F:BD:B8:DE, Thursday, Apr 23,2020 11:37:22
[DHCP IP: (10.0.0.3)] to MAC address 5C:51:4F:BD:B8:DE, Thursday, Apr 23,2020 11:09:30
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Thursday, Apr 23,2020 03:04:15

 

I have rebooted the ONT and router after getting the router log.

I am hedging my bets by posting in the forum as well. 🤔

Please can someone from Plusnet advise.

Thanks

Howard

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Plusnet Help Team
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Re: Intermittent service drops on FTTP Trial

Hi @hmarshy

 

Thank you for your query, sorry to hear of the problems.

 

I've had a look in to this and can see that there appears to be an open reach issue and we are awaiting further updates.

 

Please do let us know if you have any further questions in the meantime!

If this post resolved your issue please click the 'This fixed my problem' button
 Katie C
 Plusnet Help Team
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Re: Intermittent service drops on FTTP Trial

Thanks @KatieC 

My Internet was down again this afternoon, here are the details from my router log (as before times are GMT):

[Admin login] from source 10.0.0.3, Friday, Apr 24,2020 19:23:34
[DHCP IP: (10.0.0.3)] to MAC address 5C:51:4F:BD:B8:DE, Friday, Apr 24,2020 19:23:07
[DHCP IP: (10.0.0.5)] to MAC address 2C:FD:AB:E6:E5:44, Friday, Apr 24,2020 19:01:28
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Friday, Apr 24,2020 18:53:19
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Friday, Apr 24,2020 18:49:51
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Friday, Apr 24,2020 18:33:08
[Internet connected] IP address: 87.112.52.38, Friday, Apr 24,2020 18:29:29
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Friday, Apr 24,2020 17:27:13
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Friday, Apr 24,2020 16:07:26
[Internet disconnected] Friday, Apr 24,2020 12:35:01
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Friday, Apr 24,2020 07:14:55

[DHCP IP: (10.0.0.3)] to MAC address 5C:51:4F:BD:B8:DE, Thursday, Apr 23,2020 19:16:47
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Thursday, Apr 23,2020 19:14:32
[Time synchronized with NTP server] Thursday, Apr 23,2020 19:08:07
[Internet connected] IP address: 81.174.210.136, Thursday, Apr 23,2020 19:05:15
[Initialized, firmware version: V1.0.2.10_23.0.70] Thursday, Apr 23,2020 19:05:09

My Internet is stable at all other times, it's just these afternoon dropouts that are the problem.

Regards

Howard

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Plusnet Help Team
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Re: Intermittent service drops on FTTP Trial

Hey @hmarshy,

Thanks for getting back in touch with us. 

From testing the service today there doesn't appear to be any further issues detected, are you still noticing these drops? 

 

Thanks. 

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


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Re: Intermittent service drops on FTTP Trial

Hello @Mads 

I just checked the router log and there was a further disconnection on Friday 24th April:

[Internet connected] IP address: 87.112.2.230, Friday, Apr 24,2020 23:11:34
[Internet disconnected] Friday, Apr 24,2020 23:08:36

but it has been OK since then.

I am just monitoring the situation, fingers crossed it is now fixed.

Is it possible to find out what caused the issue?

Regards

Howard

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Re: Intermittent service drops on FTTP Trial

Hey @hmarshy,

Glad to hear it's looking to be resolved, we arent able to check that info I'm afraid, but rest assured if you need further assistance please get back in touch here or by calling 0800 432 0200. 

 

Thanks 

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 Maddy S
 Plusnet Help Team


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Re: Intermittent service drops on FTTP Trial

Hello @Mads 

Well I thought it was resolved on 13th April but then it started happening again on Thursday 23rd April and Friday 24th April.

Per chance while doing my "daily exercise" this afternoon, some of my neighbours were out washing their car and they have had the same issues and told me another neighbour was also affected. So I know in my street 4 houses including mine have been affected and 3 houses have not been affected. There are over 40 houses in my street.

My neighbours said they had been in direct contact with a BT Openreach engineer at the exchange and the engineer thinks that is where the problem lies or lied, if it has been fixed.

The engineer explained that different customers can be on different nodes depending on when they signed up for FTTP. All the affected customers are on one node and the unaffected customers are on different nodes.

So I guess, unless you get an explanation from BT Openreach, then we can only monitor the situation.

Cheers

Howard

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Re: Intermittent service drops on FTTP Trial

Hello @Mads and @KatieC 

I am still experiencing these service drops and it is very frustrating because nobody is communicating or fixing the issue.

As before my neighbours are experiencing exactly the same drops and are reporting their issues with BT.

After the service drop on 24th April, the first one I noticed was the 9th May but there were drops on 8th May as well. Yesterday the service dropped from 3pm until nearly 8pm and today the service dropped from 1:26pm until about 4pm, Here are the router logs for these days where the times are GMT:

[Admin login] from source 10.0.0.3, Wednesday, May 20,2020 16:59:15
[DHCP IP: (10.0.0.3)] to MAC address 5C:51:4F:BD:B8:DE, Wednesday, May 20,2020 16:59:00
[Self2WAN ICMP type b Detected!] To prevent from revealing router's activity, this packet is drop Wednesday, May 20,2020 16:46:26
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Wednesday, May 20,2020 15:23:18
[Internet connected] IP address: 87.113.84.129, Wednesday, May 20,2020 15:12:45
[Internet disconnected] Wednesday, May 20,2020 15:04:36
[Internet connected] IP address: 87.113.250.208, Wednesday, May 20,2020 15:02:58
[Internet disconnected] Wednesday, May 20,2020 15:02:05
[Internet connected] IP address: 87.113.200.101, Wednesday, May 20,2020 15:00:26
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Wednesday, May 20,2020 13:21:54
[Internet disconnected] Wednesday, May 20,2020 12:26:23
[Self2WAN ICMP type b Detected!] To prevent from revealing router's activity, this packet is dro Wednesday, May 20,2020 10:06:47
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Wednesday, May 20,2020 10:05:21
[DHCP IP: (10.0.0.3)] to MAC address 5C:51:4F:BD:B8:DE, Wednesday, May 20,2020 08:23:15
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Wednesday, May 20,2020 08:17:15

[Admin login] from source 10.0.0.3, Tuesday, May 19,2020 19:01:00
[DHCP IP: (10.0.0.3)] to MAC address 5C:51:4F:BD:B8:DE, Tuesday, May 19,2020 18:59:25
[Internet connected] IP address: 84.93.43.83, Tuesday, May 19,2020 18:49:53
[Internet disconnected] Tuesday, May 19,2020 13:53:23
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Tuesday, May 19,2020 05:52:12

[Admin login] from source 10.0.0.3, Saturday, May 09,2020 19:58:07
[DHCP IP: (10.0.0.3)] to MAC address 5C:51:4F:BD:B8:DE, Saturday, May 09,2020 19:56:10
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Saturday, May 09,2020 18:15:55
[Internet connected] IP address: 87.113.132.180, Saturday, May 09,2020 15:46:38
[Internet disconnected] Saturday, May 09,2020 15:26:55
[Internet connected] IP address: 87.112.16.10, Saturday, May 09,2020 15:19:56
[Internet disconnected] Saturday, May 09,2020 12:24:19
[Self2WAN ICMP type b Detected!] To prevent from revealing router's activity, this packet is drop Saturday, May 09,2020 10:58:43
[DHCP IP: (10.0.0.3)] to MAC address 5C:51:4F:BD:B8:DE, Saturday, May 09,2020 09:57:18
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Saturday, May 09,2020 08:23:57
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Saturday, May 09,2020 01:53:42

[DHCP IP: (10.0.0.3)] to MAC address 5C:51:4F:BD:B8:DE, Friday, May 08,2020 19:12:19
[Internet connected] IP address: 87.112.81.251, Friday, May 08,2020 17:00:46
[Internet disconnected] Friday, May 08,2020 16:59:27
[Internet connected] IP address: 87.112.81.85, Friday, May 08,2020 16:51:49
[Internet disconnected] Friday, May 08,2020 16:49:35
[Internet connected] IP address: 87.113.253.165, Friday, May 08,2020 15:41:15
[Internet disconnected] Friday, May 08,2020 15:35:19
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Friday, May 08,2020 13:53:19
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Friday, May 08,2020 10:56:41
[DHCP IP: (10.0.0.2)] to MAC address 8C:B8:4A:3E:57:08, Friday, May 08,2020 05:36:53

Should I create a new ticket, my support ticket #200753861 has been closed, rather prematurely I think since this issue is still ongoing?

Regards

Howard

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Re: Intermittent service drops on FTTP Trial

Hi @hmarshy, there does look to be a re-occurence of the drops you've experienced previously, however my testing wasn't able to pick up on any network issues or fault with the service at present. I'd advise resetting your router and ONT and raising a fault via http://faults.plus.net

 

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 Will
 Plusnet Help Team
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Re: Intermittent service drops on FTTP Trial

Hello @WillF 

I have rebooted my ONT and router.

I have created support ticket #201904789 

I guess it would be more useful to you if I update this post on my mobile when the service is unavailable? Then you can check when it is not working.

Regards

Howard

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Re: Intermittent service drops on FTTP Trial

Thanks for getting back to us @hmarshy, we will need to book an engineer and I have updated your fault ticket requesting your availability.

 

Please can you add this to the ticket and get back to us here so we can pick this up for you.

 

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 SammyM
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Re: Intermittent service drops on FTTP Trial

Hello @SammyM 

Thanks for the update and booking an engineer. 👍

I have updated the ticket as requested.

Typically the service has been stable today, but that's part of the problem, sometimes it is stable and then other times, but only in the afternoons the service drops.

Regards

Howard

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Re: Intermittent service drops on FTTP Trial

Hi Howard I've just picked this up for you and I've added a reply to your ticket Here which I hope helps.

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 Anoush Mortazavi
 Plusnet Help Team