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Intermittent Internet Service Loss (fibre)

El_Camino
Hooked
Posts: 6
Registered: ‎26-04-2023

Intermittent Internet Service Loss (fibre)

Hello Community and last hope.

 

I have new contract from January. With us both working from home the connection drops started from February. We have internet radio which is playing less than it is not playing as a confirmation to the connection drops. Working from hope is possible mostly using the mobile phone internet.

There were two visits from plus.net engineers. The first replaced the old ONT unit (Openreach fibre connection unit).

The second was supposed to come after the customer service spotted the issues. Then they did not visit, as the issues would have been fixed. After escalating on the phone they visited, did something (I wasnt home) and since then we have been having the same issues.

The customer service cannot spot issues now (or doesnt want to). We literally dont have internet. There are 18 months left on this contract.

 

I see others reporting same issues. Is there something I can check/do so help/resolve. My background is technical and could do/check a lot. 

So far I can confirm the issue is not WIFI related - the connection loss is happening in/before the plus net router. 

5 REPLIES 5
MisterW
Superuser
Superuser
Posts: 15,260
Thanks: 5,852
Fixes: 416
Registered: ‎30-07-2007

Re: Intermittent Internet Service Loss (fibre)

Very unusual to see connection drops on FTTP. When it drops is there any change in the lights on the ONT ?

When you say it's not wifi related, does that mean you have a wired connection and that also drops?

I see others reporting same issues. 

Where have you seen those ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

El_Camino
Hooked
Posts: 6
Registered: ‎26-04-2023

Re: Intermittent Internet Service Loss (fibre)

Hello, it is unusual indeed. There is connection with the router but the internet service is not present. 

 

I was testing it with laptop wired, however there is another router connected to the main one (wired) and it has the same issue - loosing the service with the plus.net router. 

The lights of the ONT are not changing. It was changed once to a new unit. 

 

The issue (internet loss) is more present through parts of the day and less through others. When it is present the internet connection is most of the time missing than present. The issue is happening everyday and mostly during the day working times. 

 

Others were reporting the same issue in the DSL section - my mistake about this, sorry  (i posted by mistake there initially). 

MisterW
Superuser
Superuser
Posts: 15,260
Thanks: 5,852
Fixes: 416
Registered: ‎30-07-2007

Re: Intermittent Internet Service Loss (fibre)

there is another router connected to the main one (wired) and it has the same issue - loosing the service with the plus.net router. 

can you explain how that is configured and connected please ? As I suspect that could be the problem if not configured correctly

The fact that the lights on the ONT don't change would tend to indicate its not a loss of connection

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

El_Camino
Hooked
Posts: 6
Registered: ‎26-04-2023

Re: Intermittent Internet Service Loss (fibre)

It is connected via ethernet cable as an other device and is used as WIFi hotpoint under other name (not repeater). 

Why do you suspect this could be the cause of the problem?

 

The same issue is happening with this router disconnected of course - it was tested with their hotline and the engineers each time they come. 

Dan_the_Van
Aspiring Hero
Posts: 2,760
Thanks: 1,321
Fixes: 84
Registered: ‎25-06-2007

Re: Intermittent Internet Service Loss (fibre)

@El_Camino  the connection loss is happening in/before the plus net router. 

How have you come to this conclusion? 

What are you seeing during a connection drop?

Can you describe the connection from the ONT to your Hub and is it a Hub Two? Direct wired connection the Hub WAN port or using something else, powerline adapters?

What router is being used for the Wireless Access Point (WAP) how is it configured? IP Address, DHCP turned off, Firewall off?

Wired port used for connection from the main Hub, WAN or LAN?

Have you checked the event log of the Hub to support your claim of connection drops? 

Dan