Continually dropping connection, end of my tether...

[#1]

TL;DR can anyone throw me a line, or recommend a way of getting useful help from Plusnet?

My router keeps dropping connection, multiple times a day (the router light turns from blue to flashing orange). The service restores in about 5-10 mins normally. But nonetheless incredibly annoying if you're actually trying to do anything useful.

I've raised this with Plusnet on too many occasions to count now (starting in early March - now spent hours on the phone to them) and told to 'keep monitoring it'. I've also had three separate Openreach engineers visit, needing access to my property to address the fault (so multiple days having to wait around for them and of course lose service completely while they spend 3 hours doing whatever it is they do). Each time they say they've fixed the problem, they close the case, but the service drops soon after they drive away...

I'm no engineer but if I look into my router logs, I can see 988 instances of SIP WAN DOWN since August last year. That's not an insignificant amount, no? Perhaps I am looking at the wrong thing. They tend to happen in clusters, with the service going down say, five times over the course of 30 mins. Then it might be stable for a day or two, and the pattern repeats. I'm on Plusnet Fibre Extra.

How can I get Plusnet to take this seriously? I feel like I'm just being gaslit, and the drops in service are no big deal. They refuse to escalate my complaint, despite asking multiple times. And forget asking for compensation; they refuse to discuss that either. I've just signed another 2 year contract with them, which I deeply regret. 

Thank you for any help that anyone can offer. 

An incredibly fed up Plusnet customer, who's just trying to run a small business, and failing miserably.

[#2]

@jemcc  Welcome to the Plusnet Community Fora.

Intermittent problems like this are very difficuilt to find.

Can you post a screenshot of the log around the time of the drops so that we can see if there's any clues as to the reason? Make sure to obscure any personal information.

Can you also advise of what testing you have done at your premises? For example, have you removed the faceplate of your master socket and tried using a dangly filter connected to the teast socket located in the back box? Also, have you tried a different hub?

[#3]

Hi, thank you for your response. 

I've attached some excerpts from the logs, let me know if that helps? 

I haven't been asked to do any testing in my home and I'm afraid I'm not sure what a dangly filter is. I'd have thought that the Openreach engineers would have done things like this, given they've been in our just outside my home for close to 10 hours in the last month! The hub is a Hub Two, sent to me around 18 months ago, and I'm told it's the newest available one.

Thank you. 

[#4]

@jemcc I'm really sorry this is taking so long to resolve. 

I can see on the 12th an Openreach engineer fixed a cabling issue at the PCP (cabinet) for us and that doesn't seem to have done the trick. I've sent the fault back on for further investigation. 

I tried calling you just now by the way and left you a message.