Frequent dropouts 25th Jan 2025

[#1]

My Hub Two has rebooted 6 times in 7 hours today. There have been no power cuts.

PSU is firmly plugged into power socket. Cables both sides of the PSU are firm ly plugged in as well.

The power supply jack is firmly plugged into the Hub.

The FTTC telephone cable runs directly from the Openreach 5C Master socket with Mk 4 faceplate.

Is there anyone who can test my broadband line and or hub remotely?

See log of today's event up to 15:37 hours today: -

[#2]

How is your circuit fed to your property?

Overhead?

Do you think that this was most probably due to the high winds?

Does this happen all of the time?

[#3]

@Madeleyite 

Have you tried Plusnet's Report your problem by text message  by texting HELP to 07800008121

Be aware that this doesn't appear to work for everybody, but if it does for you then it'll be a quick way to test your line.

Moderator's note by Mike (Mav): Post released from Spam Filter.

[#4]

@Madeleyite 

Looking at previous posts of yours I note you have a Master Socket 5c with a MK4 faceplate, sometimes as I have found the faceplate becomes poorly seated, a reseat of the faceplate might be required.

and what @Townman said.

[#5]

Thanks for the swift reply.

The line to the property is underground. I don't think it is down to the high winds since these died down yesterday and we only had wind gusts around 45mph.

No, I see a dropout maybe once/week so six in 7 hours is very unusual.

[#6]

Thank you.

The faceplate is protected from being knocked by a wooden barrier in front of it so I can't see how it would become loose all by itself but I'll check the faceplate tomorrow.

[#7]

The terminals have been known to corrode est of there’s any dampness around.

[#8]

I have checked the faceplate and everything is rock solid due to my having taped everything using strong tape and installing the protective wood barrier bar. My feet cannot impact wire or faceplate. See photos. I did this in December 2023 and everything has been okay until yesterday.

The location is underneath my desk in my dining room/office so it is a dry, warm, clean location with no chance of terminal corrosion.

A laptop PSU is 7cm gap to the left of the master socket.

There have been no more dropouts since 15:37 hours yesterday so could it have been at Plusnets end or maybe Openreach were doing some work that affected my line connection.

[#9]

I have studied my log of dropouts some more (see photo) and I see that the dropouts frequency increased from 31/10/2024 when I took out a new faster broadband deal with Plusnet. Nothing changed at my end except the download and upload speeds increased so I wonder if the speed increase has made the connection more unstable?

The dropout on 11/8/2024 was 127 days after the previous dropout but now the maximum has been 13 days but often less.

Can anyone get Plusnet to check my line please?

[#10]

Heya @Madeleyite,

I’ve ran some tests on your line, and no faults were detected. To further troubleshoot, you can try plugging the broadband cable into the test socket of the master socket.

[#11]

Thanks for running the tests but although the line itself may be okay could it be some setting at Plusnet causing more dropouts since new faster broadband deal began on 31/10/2024?

I was getting 37 Mbps on the previous deal and now I am getting 50+ Mbps download and I was wondering if a Plusnet setting is pushing more data than the line can reliably handle.

Or could it be the Hub Two itself or its PSU?

[#12]

@Madeleyite 

The Hub Two Advanced Settings >Technical Log >Information page will detail your current lines sync details, maybe post a screen shot or attach an export of the settings as a CSV file to a reply post. Just be sure to obscure your broadband username

[#13]

Thanks. Here is the info csv with my username deleted.

[#14]

Thanks, the important data is:-

Data rate,10.0 Mbps / 60.7 Mbps
Maximum Data rate,10.0 Mbps / 62.9 Mbps
Noise margin,6.2/3.9
Line attenuation,8.9/19.2
Signal attenuation,8.9/20.7

For that line attenuation you are doing very well to have a data rate above 60 Mbps, the expect rate would be lower than this, probably what you used to have.

The noise margin is 3.9 having it raised to 6 might improve stability but might result in a drop of speed.

Have you any redundant phone extension cables connect to the master socket as if unused they should be removed

@Townman 

any thoughts

[#15]

No. the only thing plugged into the master socket is the cable to the Hub Two. See first photo in post 7. I don't have a telephone landline anymore.

Maybe it is the Noise Margin. I don't need 60 Mbps. Contractually my Minimum Garaunteed Download speed is 38.6 Mbps and I would prefer stability. I would be happy with 45 to 50 Mbps. Can Plusnet change the Noise Margin to give more stability whilst achieving 45 to 50 Mbps?

Also why did it all start after 31/10/2024 when new deal began? It was much more stable before that. Maybe the Noise Margin was higher then than it is now?