Repeat connection loss

[#1]

After a trouble free year on fibre Ive just had two disconnections, one in the early hours that resolved in 20 mins or so and now again. It's orange light on hub 2 and no errors on ONT. Downdetector shows a few others and a few under BT too.

[#2]

Best guess, something fairly local to you.

The overnight one sounds like a bit of Openreach planned work.

If the ONT is all green but you don't have a connection then (hopefully) it's something that Plusnet can get fixed.

[#3]

It's not planned work. Theres been 2 this morning one of 30 min and one of a just a min or so. With so many devices internet connected this isn't great.

[#4]

Anything showing in your routers error logs?

[#5]

The event is WAN connection WAN1_INTERNET_ETH disconnected.[ERROR_NO_CARRIER].

There were 4 disconnects in total today with random intervals and durations from a few minutes to thirty - short enough for many users to miss, but disruptive to internet connected devices, and too random to say something like a factory reset fixed it, or to be happy its gone away without waiting for seeing no issues for a day or so.

[#6]

OK, @jwsg . I know the cause of that on an ADSL or FTTC connection, but if you are on FTTP, I am less certain.

@Dan_the_Van  - any thoughts/suggestions?

[#7]

@jab1

From what I can make out there is a disconnect somewhere on the link between the Hub Two and PPPoE server.

If the light on Hub is flashing Orange it would indicate a Hub to ONT ethernet cable disconnect but as the light is solid orange and the lights on the ONT are correct it would suggest somewhere upstream from the ONT.

@jwsg

 I would report a fault to see of there is an intermittent issue somewhere in your area.

[#8]

This issue persists. A couple of disconnects were overnight but most recently in the evening, and with TV and radio streaming becoming ever more common even a fairly short disconnect has an impact.

I've used the text fault report system, this replied there was a local issue, and then a further reply that it was fixed, but I don't know how well that tool works.

So far I've hesitated to factory reset the Hub 2 - there's the time to update settings afterwards and it still seems more likely a network issue.

[#9 · Accepted solution]

Hi @jwsg 

I'm sorry to hear the issue has persisted after you've had a reply saying this is resolved. 

I would like to help you get this looked into and have sent you a private message for some extra details.
Speak to you soon.
Leanne.