Constant Dropouts

[#1]

I have been having constant drop outs all day and it is really frustrating.

Is PlusNet having issues today in the Livingston area?

Can someone from the PlusNet tech team look into this for me please.

On a side note, when I could actually get online and log into my account I also noticed that my account had changed to show me different download/upload speeds - They are not the same as I contracted for almost 2 years ago.

[#2]

@DerekW Which router do you have, and, irrespective of that, can you post the detail found on the relevant pages signposted to below?

Sight of the broadband connection status from your Hub (with the 'Username' obscured) would also be of help.

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

[#3]

Hi,

I am using the TP Archer VR2800 as my router.

Log attached

[#4]

Each reconnection is at a slower speed.  Sight of the router connection stats (not the diagnostic log) would be helpful please.

Is this FTTC or SOGEA?

If FTTC, is the phone line free of noise?

[#5]

Thanks for that, @DerekW it confirms what I thought - you are suffering xDSL drops, most likely due to an issue in the Openreach network.

Can you please follow the 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.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one the only option is to call Plusnet - 0330 123 9123

[#6]

Cheers @Townman  - should have asked for that as well.

[#7]

Hi,

My connection is FTTC

Unfortunately I do have a telephone to test the line with - I have always use a mobile for calls, I could try and source one from somewhere not sure when though.

Have attached screen shot of additional information.

[#8]

@DerekW A basic phone is a very useful tool on an FTTC connection, but looking at your latest post, I suggest reporting a broadband fault as shown in my previous post.

[#9]

Many thanks, will report a fault

Think I will also invest in a corded phone

[#10]

Think I will also invest in a corded phone

Dead cheap these days - if you can find them. Mine came from Argos for ~£6.00, don't know what they are now.

[#11]

@DerekW  I wouldn't bother if I were you, the copper landline phone service (PSTN) is being withdrawn for the majority of lines at the end of 2025 so a phone will no longer be a useful testing tool.

[#12]

Not the 2027 I keep reading, @RealAleMadrid ? Although, as even BT/OR can't make their minds up...

[#13]

The Plusnet bot said: The line from the network to your home appears to be performing well.

Next it wanted to refresh the connection to my "hub"

Followed 5 min later  by can I restart my router manually (I knew this request would be incoming)

Having restarted things "seem" to be back to normal on connection status page.

[#14]

Keep your eyes on that screen, Derek - from what I saw in the error log, I'm not totally convinced that has fixed it - but I could be wrong.

[#15]

Will do

Thanks for your help