Broadband Intermittent -service unuseable

[#1]

Having signed up on the 17/07 I had my service activated on the 02/08. Since activation the service has been intermittent with constant drops and is unusable on a day to day basis. I have had 2 Openreach engineers who have looked at the lines and have replaced wall sockets and our location in the cabinet in the road . After their visit the service has been stable with no drops for maybe 24 hours. Then it starts dropping again. At the suggestion of the engineer we requested to have the mbps dropped from 80 to 40 as we are on old infrastructure and he thought that may be the reason for the service issue. After many many calls my partner finally got put through to the technical team on the 13 /08 who have supposedly actioned this request.
On the 14th the service was constantly dropping in the morning up until 15:00 when it seemed to stabilise. On the 15th the service was constantly dropping until about 13:00 after which it seemed to stabilise. I called to ask about what was happening with the request to drop the mbps and was told it could take 48 hrs for the change to be effected so I would be getting a call back on the 16th post 15:30 ( 48hrs after the request had been submitted)
We were supposed to get a call from the customer assist team on the 16/08 to discuss if change had made a difference, which we didn’t .
The service is even worse than before . It it now intermittent throughout the whole day . We have even changed the router ( we requested another was sent ) to check it wasn’t a hardware issue .
So in summary the service only 30 days in is not fit for purpose and customer service once escalated is abysmal.
I don’t believe that Plusnet have any idea of the root cause so have no idea how to fix this and get us a stable service . I cannot keep calling and going round in circles ( with other grievances re customer service once I haven’t listed here ) . We did not have this issue until switching to Plus Net .

[#2]

@Lshaw1 I appreciate this is frustrating, and I am not Plusnet staff or Openreach,  but maybe a third pair of eyes looking at this from a different perspective could help.

I assume from your description that you are on a SOGEA FTTC service, so sight of your Technical log (see first picture) and your full Event log (see second picture), as an attachment to your reply, may help. Please edit your Technical Log screenshot to remove your identity.

[#3]

Hi John we are on a SOGEA line not fibre , apologies am not sure how to add attachments on the post …

[#4]

SOGEA  is FTTC, just without the voice (phone) component.

To add pictures select the 'mountain' icon (next to the 'smiley' one above the reply box and follow the prompts.

EDIT: sorry, the Event log should be as an attachment - use the 'paper clip' at the bottom left, the Technical log should be posted as a picture as described above.

[#5]

Hi john please see below

Product name,Plusnet Hub Two
Serial number,+108417+2345014578
Firmware version,v0.10.00.04201-PN (Thu Apr 20 16:54:19 2023)
Board version,R01
GUI version,1.9 16_08_2022
DSL uptime,0 days 0 Hours 15 Mins 23 Secs
Data rate,10.0 Mbps / 35.0 Mbp
Maximum Data rate,15.5 Mbps / 40.3 Mbps
Noise margin,9.9/8.1
Line attenuation,12.0/20.8
Signal attenuation,12.0/28.0
VLAN id,101
Upstream error control,Off
Downstream error control,Off
Data sent / received,53.5 MB Uploaded / 2.1 GB Downloaded
Broadband username,xxxxxx
2.4 GHz wireless network name,PLUSNET-NGCFM6
2.4 GHz wireless channel,Smart (Channel1)
5 GHz wireless network name,PLUSNET-NGCFM6
5 GHz wireless channel,Smart (Channel36)
Wireless Security,WPA2 (Recommanded)
Wireless mode,Mode 1
Firewall,On
MAC address,BC:F8:7E:16:E4:10
Software variant,-
Boot loader, 0.1.7-PN (Thu Nov 30 09:45:22 2017)

[#6]

OK. From that, there are two things that stand out to me (1) your DSL uptime is extremely short  - you haven't rebooted/switched off/unplugged your router recently have you? (2) your noise margin is a little higher than it should be, with the result that your speed has dropped.

With the line attenuation you have, that engineers 'suggestion' was not the best, and in any case whatever PN support were supposed to have done in response has not achieved anything.

What would be extremely useful would be your error log - to get that, navigate to the Technical Log/Event Log screen in my second screenshot, click the 'Export' tab, and then attach it to a reply. To attach, click  the paper clip icon (lower left of the reply window), and then find the .csv file that resulted from your 'Export' action.

[#7]

hi John see the event log from earlier today attached

we swapped out the router for the new Router Plus Net sent to check it wasn't a hardware problem. We swapped out the router yesterday afternoon and changed the cable this morning 

[#8]

@Lshaw1 

Remove the front section of your master socket, you may need to remove two screws, newer types just clip on. In the back box you will see the test socket. Plug a filter in here and connect it to the hub. See if that cures the problem.

[#9]

Thanks for that - irrespective of the fact that you have only had the new hub up for a short time, and I have only looked at about the last four hors or so, you are constantly losing DSL connection for some reason.

A couple  of questions - which type of master socket do you have and is the Hub plugged directly into it? Do you have any Powerline or similar equipment installed? A picture of your wiring into the Hub and the master socket may be useful.

I will be unavailable from now until about 1730, but if you could reply, I'll pick this up as soon as possible.

[#10]

Hi thanks for the suggestion - what do you mean by a filter .

[#11]

[#12]

Hi photo posted in previous reply. We have had the socket replaced by both Openreach engineers . The router is plugged directly into it and we don’t have any other equipment installed 

[#13]

@Lshaw1 

These sockets are notorious for being intermittent. Unclip the front and pull it straight off, You will have been provided with a filter in the box with the Hub. Use that in place of the faceplate.

[#14]

@Baldrick1 I know there have been comments such as yours previously, I would guess there are thousands of 5C/Mk.4 setups around and we don't see that many times when they are the source of trouble.

@Lshaw1 However, there is nothing to lose ny trying the test socket - to eliminate the front plate as a problem - so give the suggestion a try.

[#15]

The DSL is constantly dropping. If it’s still exhibiting the same symptoms when plugged into the test socket with a different filter, Ethernet cable and hub then there’s nothing else that can be done apart from reporting the fault to Plusnet and getting Openreach to fix it.