Broadband Fault - on and off - possible line fault

[#1]

My Brother's PlusNet keeps dropping for hours on end and then comes back up, nothing has changed, even swapped routers which has made no different.  Think there is a line fault but struggling to get any sense out of anyone.  

Not had to raise fault with PlusNet for years but to be honest it feels like support has gone down hill compared to what is used to be and I am half tempted to move the connected elsewhere especially with the issues having.

Anyone able to assist and check the line for me or help, he just want's a stable connection and PlusNet were the only ISP I was recommending having been a customer since 2003 on dialup but now I don't feel like they are the ISP I joined those years ago.

Just want a working connection if anyone can assist.

[#2]

@matthewleggott Follow either of the two options below:-

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

OR - if  you want Community help:

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

NOTE: This will all need from your brothers connection, of course.

[#3]

I've just rang through and spoken to someone, connection had been down for over 24 hours, no fix even with reboot.

He ran his test couldn't see anything, ran it again and did a remote reboot and it came back up some how?  Said there was a bad reach rate on the line, not one I've heard of.

Engineer attending on Monday afternoon to take a look at the line, line tests have been ok in the past will go run on today before engineer attends to see if any difference again but seems to be intermittant.

[#4]

I've not heard of a 'bad reach rate', either - in ~30 years of internet use, but who knows?

Did you  by any chance carry out any of the tests/checks I suggested previously?

[#5]

Yeah tried to do the quiet line but there is no dial tone, not sure if that is because the product was recently changed to broadband only and no line.

Once online speed is right for the line.

Bad reach rate is a new one on me too, see what OR says on Monday.

[#6]

If you have switched to BB only/no line, then you won't be able to do a 17070 test, but what about the other information - requested in 'option 2' of my suggestions?