Internet dropping

[vincepa]

Hi there, I just switched to plusnet and the experience is terrible! My connection keeps dropping, it doesn't last more than 30 minutes
and this is very annoying considering I am supposed to work. I have changed microfilter few times and also tried the test socket, nothing changes. I cannot contact anyone after 8pm, Can you fix the issue?

[jab1]

@vincepa Just a thought - what 'username' is displayed on your routers Help Desk page?

[vincepa]

No idea how to check it but it should be the same I am using here

[jab1]

OK - a picture paints a thousand words. Log into your hub, and navigate to:

If you then post a screenshot - it may give us a clue.

[vincepa]

1. Product name: Plusnet Hub

2. Serial number: +081441+ 

3. Firmware version: Software version 4.7.5.1.83.8.263 Last updated Unknown

4. Board version: Plusnet Hub One

5. DSL uptime: 0 days, 12:48:10

6. Data rate: 9989 / 39950

7. Maximum data rate: 25983 / 77858

8. Noise margin: 16.9 / 16.8

9. Line attenuation: 7.9 / 7.3

10. Signal attenuation: 7.9 / 7.3

11. Data sent/received: 4.9 GB / 15.1 GB

12. Broadband username: xxxxxx@plusdsl.net

13. 2.4 GHz Wireless network/SSID: PLUSNET-Q5S3

14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))

15. 2.4 GHz Wireless security: WPA2

16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)

17. 5 GHz Wireless network/SSID: PLUSNET-Q5S3

18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))

19. 5 GHz Wireless security: WPA2

20. 5 GHz Wireless channel: Automatic (Smart Wireless)

21. Firewall: Default

22. MAC Address: 10:d7:b0:40:df:4e

23. Modulation: G.993.2 Annex B

24. Software variant: AA

25. Boot loader: 1.0.0

Moderators Note: Personal information removed

[jab1]

Thanks for that information - it confirms your settings are correct, so my initial idea is wrong.

Hopefully, a PN Help Team member will pick this up as it appears you have connection issues, looking at the uptime shown above.

Just out of curiosity, are you on Fibre or Fibre Extra?

[adam945]

Hello @vincepa

Thanks a lot for reaching out and I'm sorry to hear that you've been having problems with your service.

To be honest though, the disconnections that occurred yesterday do look pretty isolated so far, even though your service has only been active for a day or so. Tests on the line aren't picking up any faults, so I'd suggest that you monitor your connection for the next few days and reach out if you continue to have problems. I'll pop a visual radius below which shows the disconnections.

[vincepa]

Again not sure about this, order confirmation email shows the following:
Unlimited Fibre has an average speed of 36Mb download and 9Mb upload.
At peak times, we estimate that you'll get the following speeds on your line:
Download: 38 - 40Mb
Upload: 8 - 10Mb
Minimum Guaranteed Speed: 30.9Mb

[vincepa]

In the past, with other suppliers (sky, vodafone, talktalk) connection was very poor with bad weather conditions (wind and rain), yesterday weather was not so bad and never experienced disconnections with the same frequency before.

[jab1]

@vincepa As Adam says, this could just have been a random disruption, although it was a concentrated bunch. Monitor it, and report back if it continues.

[LaurenB]

Hiya @vincepa, I am sorry for the issues you encountered and for the inconvenience caused.

Should you experience any further issues, you can log a fault with us here: https://faults.plus.net for further investigation.

[vincepa]

tonight connection keeps dropping, I have logged the fault as instructed however I couldn't test the phone line as I don't have a phone; also don't have a BT router (I assumed this was referring to plusnet router)

[Gandalf]

Thanks for getting back to us @vincepa

I'm sorry to see you're having issues with your connection.

Are you getting more drops than suggested in the our logs below?

Does the light on the front of the router change colour at other times? Also are your devices all connecting to your router wirelessly or do you have laptop/computer plugged into your router you have issues on too?

[vincepa]

Thanks . In last days connection has been quite stable, experienced/noticed several drops last night only. The logs you posted doesn't seem to show anything related to 6th of October. When connection drops generally router light turns orange and a red "b" pops on it, sometimes I got disconnected but couldn't see any changes to the router light considering I am not always in the same room. I only have an apple tv anh hive device plugged into the router, all other devices are connected wirelessly.

[Gandalf]

Thanks for the detail @vincepa

Last night when your connection dropped, did your Apple TV or Hive stop working? (Or light change colour on the router)