Broadband constantly dropping

[#1]

Hello,
Posting this quickly while I have a connection.
Broadband constantly trying to connect all yesterday.
Turned router off overnight, this morning working for maybe an hour or 2.
Now constantly dropping and trying to connect again.
Broadband over phone line. Phone line seems normal, has dial tone, made call to it. No more crackle than usual.
Maybe someone can test the line for me but don't know if/when I can reply.
Don't have internet phone, this is my only way to get online.

Thanks for any help.

[#2]

@Okay Which router do you have?

[#3]

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@Okay wrote:

No more crackle than usual.

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There should be ZERO crackle - raise a phone line fault report.

[#4]

Router is TP-link archer vr-600.

By crackle I mean occasional burst, not constant. Broadband been working fine constantly for months as is.

Thanks.

[#5]

Crackle (at any level) is an indication of poor line quality which can cause no end of difficulty for broadband operation.  The worst which can happen from raising a phone fault report is that the line is found to be "fault free WHEN tested".

Sight of the router logs attempting connection might be informative.

[#6]

As @Townman says above - there is a phone fault raise it via:https://www.plus.net/help/report-a-problem/

[#7]

Is there a way to report without sending texts?

[#8]

You can call in, but the text service is quicker.

[#9]

I just did the text 'phone' thing from by old backup phone. They did some tests. The last reply said:

"We can see a connection to your home, but we need you to check the connection inside your home. Please visit plus.net/help/phone."

I assume they mean connecting directly to the socket behind the box. I've done this a few times over the years when a problem has occurred.

Again, the phone is currently the best it has ever been, no noise except occasional burst of noise. To me, logic says that if the broadband has been always on for months and months (I had a problem earlier in the year I think) and the phone is no different now that during that period, then the problem is more likely to be somewhere else.

Anyway, the connection is staying up for long enough to check emails, post here and order a backup 4G router, but has still dropped several times and often takes a while to reconnect. Yesterday it mostly never connected at all.

What happens if I text HELP for broadband, like it says on that page you linked?

Thanks for your help.

[#10]

What happens if I text HELP for broadband, like it says on that page you linked?

They should run some automated tests on the BB side of your connection.

Just to be on the safe side, can you connect the phone and router to the test socket and see if that improves things, or you continue to get issues.

Have you carried out the Quiet Line Test?

[#11]

Whilst there is an open PHONE fault investigation on the line, I doubt you will get far attempting a broadband fault test.  Just follow the started process to completion.

[#12]

Good point @Townman . @Okay , complete the phone test and then run the broadband fault test.

[#13]

@Okay I have tested both the bb and the phone and both are not finding the fault. If you have got it in the test socket and it's still playing up, we can get an engineer out but we will need to know your availability.

[#14]

@willcutforth 

Tested but no fault found at the time of testing. Do your systems show the circuit to be in sync? Does the PPP radius log reflect the use’s perception of connection drops?

If the circuit is not in sync and there’s no apparent fault then REIN is a possibility … and getting a BTOR focus on that will be a challenge.

There are also conditions where software misleadingly reports no internet connection giving rise to misdirection in problem solving.

[#15]

Thanks for looking into this chaps.

Since yesterday evening sometime, everything's been okay again. It did drop early this morning but that was not long before you posted that you'd done a check so perhaps it was that.

I'm a bit reluctant to post this in case it all goes wrong again 10 minutes later, but that's the state of things for now anyway.

Thanks again.