Again , again and again!

Darren8282 · ‎28-05-2022

Seriously I'm wound up now! Just lost another very important online game due to another disconnect. This is utterly ridiculous.

Had the odd disconnect when with BT but this is just another level of stupidiness. I've kept calm up until now but now I've had enough.

Someone who has direct contact with Plusnet Escalation team get a manager to phone me today.

Latest disconnected info below

12:35:25, 05 Jun.WAN Sensing Auto sensing Complete, interface selected
12:35:25, 05 Jun.WAN Sensing Auto sensing Running
12:35:25, 05 Jun.Success - secondary DNS servers
12:35:25, 05 Jun.Success - primary DNS servers
12:35:25, 05 Jun.WAN connection WAN2_INTERNET_PTM connected
12:35:06, 05 Jun.DSL Link Up: Down Rate=46634kbps, Up Rate=7872kbps; SNR Margin Down=6.2dB, Up=5.9dB
12:34:58, 05 Jun.WAN Auto-sensing detected port DSL WAN
12:34:30, 05 Jun.WAN Sensing Auto sensing Complete, interface selected
12:34:29, 05 Jun.WAN Sensing Auto sensing Running
12:34:29, 05 Jun.WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
12:34:27, 05 Jun.DSL Link Down: duration was 4383 seconds

Router info
This is a list of your Plusnet Hub settings and current statistics.
Product code:Plusnet Hub Two
Serial number:+108417+2150005798
Firmware version:v0.06.00.12134-PN
Firmware updated:23-May-2022
Board version:R01
GUI version:1.6 19_10_2021
DSL uptime:0 Days 0 Hrs 5 Mins 33 Secs
Data rate:7.872 Mbps / 46.634 Mbps
Maximum data rate:7.486 Mbps / 46.197 Mbps
Noise margin:1.8 / 5.7
Line attenuation:11.2 / 16.8
Signal attenuation:10.3 / 18.5
VLAN id:101
Upstream error control:Off

dvorak · ‎11-01-2008

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freezey · ‎29-07-2016

I think you might have been experiencing the same disconnections as me.

I've been getting disconnected for 30-120 second
2 - 8 times each month
Always around 11pm or midnight
For the last 3 years

I was hoping upgrading to the Hub Two would help resolve the problem but it's still happening.

bobpullen · ‎04-04-2007

@freezey have you reported a fault to us?

If not, I would suggest this as a sensible first step so that somebody can take a better look at what might be happening.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

freezey · ‎29-07-2016

Sorry, there's been a problem in reporting the broadband issue.

We're sorry there's an issue with your Full Fibre broadband service. Please fill in the form and try again.Click here to proceed.

MisterW · ‎30-07-2007

For the last 3 years

We're sorry there's an issue with your Full Fibre broadband service

@freezey something not right there, PlusNet have only been supplying Full Fibre for a few months.

Are you trying to report an FTTC fault ? looks like you've got the wrong link

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

freezey · ‎29-07-2016

I just used the link I was given.

Currently I'm on "Unlimited Fibre Extra"

I was out of contract so I upgrade a few weeks ago hoping the issues were caused by my very old HubOne router, but I'm still getting them.

This is an example log extract at the time it happens:


22:54:22, 26 Aug.
CWMP: HDM socket closed successfully.

22:54:22, 26 Aug.
CWMP: HTTP authentication success from pbthdm.x.x.x

22:54:22, 26 Aug.
CWMP: HDM socket opened successfully.

22:54:22, 26 Aug.
CWMP: session completed successfully

22:54:22, 26 Aug.
CWMP: HDM socket closed successfully.

22:54:22, 26 Aug.
CWMP: HTTP authentication success from pbthdm.x.x.x

22:54:21, 26 Aug.
CWMP: HDM socket opened successfully.

22:54:21, 26 Aug.
CWMP: HDM socket opened successfully.

22:54:21, 26 Aug.
CWMP: Server URL: https://pbthdm.x.x.x; Connecting as user: ACS username

22:54:21, 26 Aug.
CWMP: Session start now, server: https://pbthdm.x.x.x, Event code: 4 VALUE CHANGE

22:54:20, 26 Aug.
CWMP: Initializing transaction for event code 4 VALUE CHANGE

22:53:56, 26 Aug.
NTP synchronization success

22:53:56, 26 Aug.
NTP Server: ntp.plus.net

22:53:44, 26 Aug.
SIP WAN UP

22:53:42, 26 Aug.
SIP WAN DOWN

22:53:42, 26 Aug.
NTP synchronization start

DSL Link Up: Down Rate=64636kbps, Up Rate=20000kbps; SNR Margin Down=6.3dB, Up=9.9dB

22:53:42, 26 Aug.
WAN Sensing Auto sensing Complete, interface selected

22:53:42, 26 Aug.
WAN Sensing Auto sensing Running

22:53:42, 26 Aug.
Success - secondary DNS servers

22:53:42, 26 Aug.
Success - primary DNS servers

22:53:42, 26 Aug.
WAN connection WAN2_INTERNET_PTM connected

22:53:41, 26 Aug.
PPP: IPCP up

22:53:41, 26 Aug.
PPP IPCP Receive Configuration ACK

22:53:41, 26 Aug.
PPP IPCP Send Configuration Request

22:53:41, 26 Aug.
PPP IPCP Receive Configuration NAK

22:53:41, 26 Aug.
PPP IPCP Send Configuration ACK

22:53:41, 26 Aug.
PPP IPCP Receive Configuration Request

22:53:41, 26 Aug.
PPP IPV6CP Send Configuration Request

22:53:41, 26 Aug.
PPP IPCP Send Configuration Request

22:53:41, 26 Aug.
PPP: CHAP authentication succeeded

22:53:41, 26 Aug.
PPP CHAP Receive success : authentication successful

22:53:41, 26 Aug.
PPP CHAP Receive Challenge

22:53:41, 26 Aug.
PPP: LCP up

22:53:41, 26 Aug.
PPP LCP Receive Configuration ACK

22:53:41, 26 Aug.
PPP LCP Send Configuration ACK

22:53:41, 26 Aug.
PPP LCP Send Configuration Request

22:53:40, 26 Aug.
PPP: LCP down

22:53:40, 26 Aug.
PPP LCP Receive Configuration Request

22:53:40, 26 Aug.
PPP CHAP Receive Challenge

22:53:40, 26 Aug.
PPP LCP Receive Configuration ACK

22:53:40, 26 Aug.
PPP LCP Send Configuration ACK

22:53:40, 26 Aug.
PPP LCP Receive Configuration Request

22:53:40, 26 Aug.
PPP LCP Send Configuration Request

22:53:40, 26 Aug.
PPP: Received PADS

22:53:40, 26 Aug.
PPP: Sending PADR

22:53:40, 26 Aug.
PPP: Received PADO

22:53:40, 26 Aug.
PPP: Sending PADI

22:53:35, 26 Aug.
PPP: Starting PPP daemon

22:53:34, 26 Aug.
WAN Auto-sensing detected port DSL WAN

22:53:33, 26 Aug.
admin timeout from 192.168.1.66

22:53:08, 26 Aug.
SIP WAN DOWN

22:53:08, 26 Aug.
WAN Sensing Auto sensing Complete, interface selected

22:53:07, 26 Aug.
WAN Sensing Auto sensing Running

22:53:07, 26 Aug.
WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

22:53:06, 26 Aug.
PPP: Stopped PPP daemon(0,1,5)

22:53:06, 26 Aug.
PPP LCP Send Termination Request (User request)

22:53:06, 26 Aug.
PPP: IPCP down

22:53:06, 26 Aug.
PPP: LCP down

22:53:06, 26 Aug.
DSL Link Down: duration was 431794 seconds

It's been happening for years but they're momentary outages and since I don't play competitive gaming it's not caused me significant issue, just comments from my friends mocking PlusNet when I drop out of our games/chat/watch parties.

But I've been meaning to get it on it and try to resolve it once and for all so I think I'll go for it this time.

freezey · ‎29-07-2016

@bobpullen @MisterW do either of you have a working link to report a broadband issue?

I tried to find one but all broadband issues seem to re-direct me to that same FTTC page, which is broken.

I appreciate the help.

MisterW · ‎30-07-2007

@freezey Use the 'troubleshoot by text' number as shown on the link Bob posted. The login option is only for Full fibre fault

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.