Intermittent broadband dropouts
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Intermittent broadband dropouts
29-11-2018 7:46 PM
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In the last 4 days my Broadband connection has been dropping intermittently. Rebooting from my Netgear DG834 router interface reestablishes connection but it drops again after 30 minutes or so. Often the connection returns after 15 minutes or so. I have tried the usual checks -- plugging my router to the nearest socket near the master (an old GPO with no test socket), trying different modems and different cables and power supplies but the problem remains. Can some kind Plusnet tech please make a few checks and advise? Here are the readings from my Netgear and from the BT diagnostic tests:
Netgear DG834 1924 29 Nov 2018
System Up Time 00:09:37
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 8359 6970 0 4735 9912 00:08:40
LAN 10M/100M 7339 9969 0 9412 5167 00:09:33
ADSL Link Downstream Upstream
Connection Speed 14173 kbps 444 kbps
Line Attenuation 21 db 5 db
Noise Margin 3 db 24 db
BT diagnostic report 1925 29 Nov 2018
1. Best Effort Test: -provides background information.
Download Speed
12.21 Mbps
0 Mbps 21 Mbps
Max Achievable Speed
Download speedachieved during the test was - 12.21 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 12.5 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.33 Mbps
0 Mbps 0.83 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.33Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
Re: Intermittent broadband dropouts
29-11-2018 10:34 PM
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I too have had issues with PlusNet wi-fi dropping in and out. My Ipad is having kittens trying to work out whether or not its connected. My moto G phone isn't connecting at all. Its frustrating to say the least and it does look as if its a PlusNet problem given I am not the only one experiencing the problem
Re: Intermittent broadband dropouts
30-11-2018 2:26 PM - edited 30-11-2018 2:26 PM
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Hi @redsox9,
I'm sorry that your broadband connection has been dropping and for any inconvenience that this is causing you.
I can see from your connection log that there has been a high number of drops:
However, testing your line isn't picking up the cause of this issue:
xDSL Status Check | |||
Circuit ID: | CBUK82162789 | Service ID: | BBEUXXXXXXXX |
Telephone NO.: | NA | Test Executed On: | 30-11-2018 14:16:08 |
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: | 10.8 | 21.3 |
SNR Margin: | 22.0 | 6.6 |
Errored Seconds: | 0 | 1 |
HEC Errors: | 0 | |
Cell Count: | 4293 | 11766 |
Speed: | 444 | 14333 |
Maximum Stable Rate (KBPS): | 2272 | Fault Threshold Rate (KBPS): | 2272 | ||
Mean Time Between Retrains (Seconds): | 3556 | Mean Time Between Errors Upstream (Seconds): | 85337 | ||
Indicative Line Quality: | R | Mean Time Between Errors Downstream (Seconds): | 40 | ||
Custom Thresholds | |||||
MTBR_RED: | MTBE_RED: | ||||
MTBR_GREEN: | MTBE_GREEN: |
Please can you run through our troubleshooting guides here and let us know how you get on. If the issue persists once you've done these checks, please report it here and let us know when you've completed it.
Re: Intermittent broadband dropouts
30-11-2018 2:36 PM - edited 30-11-2018 2:37 PM
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Hi @DesM,
I'm sorry to hear that you're also experiencing problems with your connection.
I've tested your line and the test isn't picking up any problems from here:
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXXX |
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 | 40.0 Mbps | ||||
Upstream Speed | 10.0 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Bridge Tap | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Estimated Line Length In Metres | 377.3 | ||||
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 | ||||
Profile Name | 0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off | ||||
Time Stamp | 2018-11-17T14:45:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 40.0 Mbps | 40.0 Mbps | 40.0 Mbps |
Up Stream Line Rate | 9.9 Mbps | 9.9 Mbps | 9.9 Mbps |
Up Time | 898.0 Sec | 900.0 Sec | 899.9 Sec |
Retrains | 0.0 | 0.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2018-11-30T14:12:08Z | 2018-11-30T14:27:08Z |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
and your connection log is showing a stable connection with minimal drops:
Please can you confirm whether this issue is solely affecting wireless connections or if wired connections are affected too?
Re: Intermittent broadband dropouts
01-12-2018 12:38 PM
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Thank you EmilyD for checking that there are no apparent problems on the line.
Faced with the choice between an expensive visit by Openreach or a Christmas gift for my wife, I decided to check my equipment thoroughly, replacing the router and a microfilter and unplugging and carefully replugging all cables. There have been no broadband dropouts for 18 hours now. Hopefully this happy situation will continue.
Re: Intermittent broadband dropouts
02-12-2018 10:51 AM
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