Broadband dropping out over the past week and now stuck in the Troubleshooter!
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Broadband dropping out over the past week and now stuck in the Troubleshooter!
22-11-2019 11:10 AM
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I've been experiencing numerous drops in my broadband connection over the past week. Only for a few minutes at a time, but fairly frequently.
Tried the Broadband Trouble shooter, chose that my dial tone was noisy and was told that was the issue, and to get it fixed.
That problem was most likely my cordless phone, but I am now unable to get back into the trouble shooter to progress further as it just brings up the same "Get your phone line fixed" message.
Anyone able to help get me back into it, or look at my connection in an effort to identify the problem? I'm already plugged into the master socket.
Re: Broadband dropping out over the past week and now stuck in the Troubleshooter!
22-11-2019 2:29 PM - edited 22-11-2019 2:30 PM
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Hi @geehawk,
I'm sorry to hear that you've been experiencing problems with your broadband and that it's not allowing you to progress further with the troubleshooter.
I've tested your line and the test isn't picking up the cause of this problem from here:
xDSL Status Check | |||
Circuit ID: | CBUK75169146 | Service ID: | BBEUXXXXXXXX |
Telephone NO.: | NA | Test Executed On: | 22-11-2019 14:22:52 |
xDSL Status Test Summary | |||||
Sync Status: | Circuit In Sync | ||||
General Information | |||||
NTE Status: | NTE Power Status: | PowerOn | Bypass Status: |
Upstream DSL Link Information | Downstream DSL Link Information | |
Loop Loss: | 28.7 | 51.3 |
SNR Margin: | 11.6 | 6.4 |
Errored Seconds: | 0 | 116 |
HEC Errors: | 0 | |
Cell Count: | 0 | 0 |
Speed: | 447 | 5446 |
Maximum Stable Rate (KBPS): | 5120 | Fault Threshold Rate (KBPS): | 4096 | ||
Mean Time Between Retrains (Seconds): | 5715 | Mean Time Between Errors Upstream (Seconds): | 88 | ||
Indicative Line Quality: | C | Mean Time Between Errors Downstream (Seconds): | 168 | ||
Custom Thresholds | |||||
MTBR_RED: | MTBE_RED: | ||||
MTBR_GREEN: | MTBE_GREEN: |
However, I can see that there are frequent drops on your connection log:
If possible, I would recommend that you try connecting a corded landline to your master socket with nothing else plugged in as this will confirm whether there are any issues with noise on the landline which may be linked to the broadband connection problems. Please can you confirm whether you have been through the troubleshooting steps here?
Re: Broadband dropping out over the past week and now stuck in the Troubleshooter!
22-11-2019 3:13 PM
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Can't find a corded phone, but phone line is currently ok. No major noise.
Have rebooted router, no change. It's in the master socket, I have no extensions.
Re: Broadband dropping out over the past week and now stuck in the Troubleshooter!
22-11-2019 3:24 PM - edited 22-11-2019 3:38 PM
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Oh and the link you provided for trouble shooting steps just takes me to the Trouble shooter which as I mentioned will not allow me to progress ..
It is back now but this is the umpteenth time I have had to type and submit this as it's up and down very frequently now.
EDIT: Okay, I've just discovered that to progress through the troubleshooter I had to click that my problem was fixed to close it, then I could start through it all once again which I have just done.
As posted in the troubleshooter, Openreach were in our vicinity recently (last week) up a pole. A pole which historically has caused issues with both phone and broadband. Obviously as my phone is working BT are not interested. It may of course be something else.
Re: Broadband dropping out over the past week and now stuck in the Troubleshooter!
22-11-2019 7:00 PM
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Hi @geehawk,
I can see that since the troubleshooter was completed the connection has been stable. Just to clarify, did you make any changes at that time to the internal setup? I ask as this may have helped to resolved the fault, though I only ask to be thorough. If the problem still exists, just let us know and we'll be happy to look into arranging an engineer appointment to investigate further.
Re: Broadband dropping out over the past week and now stuck in the Troubleshooter!
22-11-2019 10:20 PM
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My internet keeps cutting out for only a few minutes but it has done it twice tonight and also a few times this week
Re: Broadband dropping out over the past week and now stuck in the Troubleshooter!
22-11-2019 10:59 PM
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Hi @TheMightyAJ
I had noticed that.
I think it must be a coincidence as I changed nothing at that time, just answered the questions.
It did however stop raining here ... and got dark so the local squirrels went to bed. They do like to run along the phone lines!
It might be back up but the speed is pitiful. BT checker shows me around 1-1.5Mbps, I know the minimum should only be 1.2 ish but I regularly got 4-5, so the line is capable of much better.
Re: Broadband dropping out over the past week and now stuck in the Troubleshooter!
23-11-2019 1:51 PM
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yes i've had broadband drop out over the last week, especially in the evening
reported issue and open reach came out and did some work externally but no problem detected
subsequently i have been working a home for a few days and broadband has been fine
however come 1730 on wed and thursday it stopped working until following morning
likewise friday night it stopped at 1630. After calling to report issue again and having a bit of rant as going around in circles it
came back again later in the evening, only to drop out again until about 830 this morning
line is working fine and so is equipment as its been working during the day. (just as it is now)
explained to customer service support that is like someone is just flicking a with as i goes of as mentioned above
During this period, phone line still has dial tone and equipment is still on, just no input it seems through line into house?
plusnet want me to get engineer out and charge me £65 if a problem is found
i can understand that there may be line/equipment issues if it intermittent, but working fine all day, with no drop outs
only to stop working completely at certain time of day says is more of a supply issue from plusnet
just gone through trouble shooter test again...ironically that crashed !
has yours been resolved?
Re: Broadband dropping out over the past week and now stuck in the Troubleshooter!
24-11-2019 9:53 AM - edited 24-11-2019 9:55 AM
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No @Soupdragonplus the issue still persists.
I did not notice many dropouts yesterday, but speed was bad.
Today it's already dropped out a number of times and in between the speed has been awful. BT speedtest even managed to return 0.0 mbps up and down at one point!
Historically, although I have not had too many issues with my broadband (other than speed), Plusnet have not been particularly fast in getting it sorted. The last time I was suffering from the same dropouts and lowering speed over an extended period I had to wait for the phone line to fail completely (no dial tone), where upon a report to BT saw a man up a pole outside the house within a day, and the result was the fastest speeds I'd ever had ... for a week.
I've also reported slow speed in general in the past after periods of good speed and am just told that what I'm getting is within the estimates for my connection, even though I have consistently had double the speed in the past.
I know I'm in the sticks and should not expect the earth, but it annoys the hell out of me when I keep seeing stuff about Superfast broadband, which for most people is not necessary, whilst loads of people still suffer from very poor speeds.
The promises of fast broadband for all are not much better. Local councils farm it out to whatever company they want, in our area Gigaclear are supposed to be installing fibre to premises (all local roads are dug up) but you then are locked in to them being the only provider and have to pay their prices. For me it would be a 4x price hike plus extra as I would lose the other benefits I get from Plusnet having been with them for 20+ years, and still have to pay line rental for telephone etc.. So I could have 30-900mbps connections from Gigaclear but lose all choice. Or have a choice of many companies and stick with being told 1.5mbps is within the specs for your connection ... "Well improve the damn connection then!"
End of rant.
Re: Broadband dropping out over the past week and now stuck in the Troubleshooter!
25-11-2019 10:03 AM
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Still issues. Up and down like a fiddlers elbow this morning. Longest I've seen it up is around 10 minutes.
I did try an old router in place during one of the down times, no joy.
It's been over a week and getting worse all the time.
Re: Broadband dropping out over the past week and now stuck in the Troubleshooter!
25-11-2019 11:03 AM - edited 25-11-2019 11:05 AM
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Currently the connection has been up for nearly 1hour.
Just did 10 back to back BT speed tests
1.43
1.52
1.16
1.05
1.49
1.16
1.14
1.34
1.12
1.04
Seems to be quite large fluctuations, although all very low. Route reports a synch speed of approx. 6.5 even though I'm only seeing the above.
Re: Broadband dropping out over the past week and now stuck in the Troubleshooter!
25-11-2019 4:54 PM
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Hi @geehawk, thanks for reporting a fault. I've just added a response to your account here: https://www.plus.net/wizard/?p=view_question&id=196400113
@Soupdragonplus I can see Sammy made some changes to your connection yesterday, has that led to any change for you?
@Paul2103 It would be best to report a fault too at http://faults.plus.net if that's still an issue for you. Please let us know when you have.
Re: Broadband dropping out over the past week and now stuck in the Troubleshooter!
26-11-2019 7:01 AM
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@adamwalker Before I select 3 timeslots for an engineers visit are you able to tell me from your logs whether my connection drops more in the morning or afternoon? It would, I feel, make it more likely for the problem to exist when they visit.
I reckon the drop outs are more prolific in the mornings e.g. I've had 2 in 15 minutes so far today, but yesterday afternoon I believe the connection was stable, unlike the morning. Are you able to confirm my thoughts?
Re: Broadband dropping out over the past week and now stuck in the Troubleshooter!
26-11-2019 5:26 PM
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Thanks for getting back to us @geehawk
No problem, here's a copy of the logs for your connection going back a week:
Looks like the drops are spread across the morning and afternoon, yesterday has indeed been more stable.
Re: Broadband dropping out over the past week and now stuck in the Troubleshooter!
26-11-2019 5:32 PM
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@Gandalf Thanks for that. Is it not at all odd that almost all the dropouts are between 6am and 6pm ?
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