Have to restart router nearly everyday

[#1]

Since joining Plusnet I have had had to continuously restart the router as the signal keeps dropping out, sometimes twice a day..

At first I thought it was because they were working on the lines in the area, but still the same.

Any help appreciated 

Kathy

[#2]

@Frakesk Welcome to the forums. How long have you been a PN customer? One idea - is the username on your router correct?

[#3]

Good question, I have been with Plusnet for a year, cant believe I have put up with it for so long.

Name looks fin

[#4]

OK. Next question - so I  give the right information - are you actually on an ADSL connection, or FTTC?

[#5]

ADSL

Kathy

[#6]

Thanks. As a start then, a couple of things. When you say you have to restart it, can you explain why? Can you also provide a a screenshot of the Help Desk tab from your router - obscuring any personal information?

[#7]

and clarify too if it's just the wifi that's dropping, whilst router Internet connection light stays solid ie so would still work

on device wired into one of router's sockets.

[#8]

Everything goes slow and then message pops up not connected, and lights on router flashing like mad

[#9]

Kathy, a couple of things - your down-stream SNR looks a little high, and the D/S data rate a little low - but this could be because of you restarting.

You really need some input from Plusnet on this, because there is no obvious reason that I  can see.

@Gandalf , @adam945 - any ideas/help?

[#10]

Hi @Frakesk,

I'm sorry to hear that you're experiencing this issue. I've tested your line and made some changes to the settings that will take affect within the next 48 hours. I'd ask that you please not reboot the router for the time being, so that we can monitor how the line performs from this point. I've logged a ticket on the account and will check back in on Thursday. If you have any questions in the meantime then please don't hesitate to get back in touch and we'll be happy to help.

[#11]

Hi Alex J

Just to update The signal dropped both Monday and Tuesday evening, but then recovered.

This evening Wednesday dropped out altogether and had to reboot.

Thanks

Kathy

[#12]

Hello @Frakesk

Thanks a lot for reaching out and I'm sorry to hear that the problems on the line are ongoing following the DLM reset processed by @TheMightyAJ

Looks like he's also taken personal ownership of this matter, so I haven't made any changes this morning, but will let him know that that you#ve reached out. There's a couple of things I'd give a go here, including increasing the stability profile on the line, which might have a slightly negative impact on speed, or increasing the target SNR.

I'll leave it for Alex to decide though, he has a lot more experience than I do with this sort of thing.

xDSL Status Check
Circuit ID:	CBUK60890563	Service ID:
Telephone NO.:	NA	Test Executed On:	10-09-2021 10:11:04

xDSL Status Test Summary
Sync Status:		Circuit In Sync
General Information
NTE Status:		NTE Power Status:	Unknown	Bypass Status:

	Upstream DSL Link Information	Downstream DSL Link Information
Loop Loss:	18.6	33.5
SNR Margin:	5.3	7.7
Errored Seconds:	7	3
HEC Errors:	0
Cell Count:	15685	31476
Speed:	848	8184

Maximum Stable Rate (KBPS):	5120	Fault Threshold Rate (KBPS):	4096
Mean Time Between Retrains (Seconds):	23366	Mean Time Between Errors Upstream (Seconds):	73
Indicative Line Quality:	A	Mean Time Between Errors Downstream (Seconds):	53
Custom Thresholds
MTBR_RED:	MTBE_RED:
MTBR_GREEN:	MTBE_GREEN:

[#13]

Hello @Frakesk 

Just letting you know, I've taken some advice from a colleague and have just placed an order with Openreach to increase the stability profile on the line.

See how you get on with your connection over the next week and let us know if things have not improved.

[#14]

Hi Thanks for this,

I will wait and see if I get any improvement.

Kathy

[#15]

Hi,

Just thought I would give an update.

There was a slight improvement but still have to restart or just give up and see if any better the next day.

Thanks

Kathy