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Fibre broadband keeps dropping, router light goes orange

andyt1970
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Registered: ‎19-12-2019

Fibre broadband keeps dropping, router light goes orange

Hi, please can someone help. I am a remoter worker and have been working from home these past 18 months or so. Today my fibre broadband cut me off and the connection was totally lost (ethernet). The router light went from the usual blue one to orange and flashed, then after a few minutes my connection was restored (light went blue again). This has happened 3 times today so far. Please can someone look into this? The software I use is web based and it is so infuriating when I lose what I am doing. Also I am inducting a new team member using my works laptop (via wi-fi) using Micosoft Teams and i can't have a connection that keeps dropping. Please run tests or whatever you need to do and reply, PLEASE.

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andyt1970
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Re: Fibre broadband keeps dropping, router light goes orange

This is the error message I get on my works laptop (using wi-fi) and also similar on this desktop PC (ethernet).

 

Plusnet problem.JPG

andyt1970
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Re: Fibre broadband keeps dropping, router light goes orange

Plusnet Hub One | Software version 4.7.5.1.83.8.289.1.1 | Last updated 07/07/21

andyt1970
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Re: Fibre broadband keeps dropping, router light goes orange

1.jpg2.JPG

andyt1970
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Re: Fibre broadband keeps dropping, router light goes orange

Just happened AGAIN, 3.08pm. Loses connection and orange light is flashing / blinking, then goes orange, then blinks/flashes orange again then 3-4 minutes later blue light comes back on.

 

Aaaargh 😫

jab1
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Re: Fibre broadband keeps dropping, router light goes orange

@andyt1970 Apart from your first picture, which suggests the issue is with the Anyconnect service as your other posts don't show any issues, is it possible to post the Hub Help Desk page, and the WAN log from the Hub?

John
andyt1970
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Re: Fibre broadband keeps dropping, router light goes orange

4.10pm just happened AGAIN Sad

 

Works laptop lost wi-fi connection and my desktop PC (ethernet) went dead. Blue light went orange (solid) then after a minute went blue and connection restored. Everytime this happens when homeworking on my desktop PC it interrupts the Remote Desktop Connection and I get logged out my works software, then have to wait 15 minutes for it to log me off before I can log on again. What is happening PLEASE?

jab1 - what do you require from the the Hub Help Desk page, and how do I get/post the WAN log please? Thank you for answering by the way.

 

jab1
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Re: Fibre broadband keeps dropping, router light goes orange

@andyt1970 A picture paints a thousand words. HubOneTroubleshootingHelpDesk.png

Andy - the Help Desk page in its entirety with personal info redacted, and the WAN log is under the Event Log tab in that picture.

John
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Re: Fibre broadband keeps dropping, router light goes orange

Moderators Note
This topic has been moved from Fibre Broadband to My Router.
Windows 10 Firefox 107.0 (64-bit)
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
adam945
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Re: Fibre broadband keeps dropping, router light goes orange

Hello @andyt1970

Thanks a lot for reaching out and I'm really sorry to see how intermittent the connection has been today. I'll pop a visual radius onto this post which will show the amount if disconnections you've been having, not good!

Weirdly though, tests on the line aren't picking up any underlying fault with the network, other than a Bridge Tap. A Bridge Tap is usually detected when there are defects with the internal wiring, or the wiring around the perimeter of your property. Going forward, are you able to remove the faceplate from your master socket, and connect your router directly into the test socket which lies behind it? Also, please avoid using any extension cables / sockets between the master socket and the router.

See how you get on, and reach out if things do not improve.

KBD
GEA Test Detail
Circuit ID NA Service ID  
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 74.5 Mbps
Upstream Speed 20.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 472.9
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream traffic detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Profile Name 0.128M-80M Downstream 3dB, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2021-11-02T19:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 73.4 Mbps 76.2 Mbps 75.4 Mbps
Up Stream Line Rate 14.9 Mbps 20.0 Mbps 19.9 Mbps
Up Time 794.0 Sec 900.0 Sec 899.4 Sec
Retrains 0.0 3.0 0.0
Radius
 Adam
 Plusnet Help Team - Leeds
andyt1970
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Re: Fibre broadband keeps dropping, router light goes orange

Not sure exactly what info you need but hope this helps?

 

HUB.jpgWAN1.jpgWAN2.jpgWAN3.jpg

jab1
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Re: Fibre broadband keeps dropping, router light goes orange

Andy, thanks for that. The Help desk tab indicates that you are having a lot of disconnections, but unfortunately the WAN logs are too small for me to read. If you still have them, could you post them as attachments, then I may be able to magnify them?

John
andyt1970
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Re: Fibre broadband keeps dropping, router light goes orange

How do I attach without it being in the body of this reply?

andyt1970
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Re: Fibre broadband keeps dropping, router light goes orange

.

RealAleMadrid
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Re: Fibre broadband keeps dropping, router light goes orange

@jab1 @andyt1970  I have managed to view them with some magnification, and as jab1 says the line is dropping frequently with the infamous log message "PPP LCP send termination request (User Request)" which isn't a user request at all, just the modem reporting that the line has dropped. Certainly looks like a line fault is in play.