Increasing occurrence of Broadband connection drop-outs

[#1]

And when will I get full fibre?  Most nearby streets have it already.

[#2]

@billswan '

'Increasing occurrence of Broadband connection drop-outs' - more details would be useful.

'When will I get full fibre' - What does this site say for your phone number - a screenshot, obscuring your phone number will help : BT Broadband 

[#3]

Increasingly often our internet connection simply goes down.  Usually not for long - say 5 or 10 minutes - but Several times a day.  I was speaking to a neighbour - who also has Plusnet as their ISP - and they have been having the same problems - again with increasing frequency.

Attached is th screenshot you asked for

[#4]

@billswan From that,  I suspect a BT/OR network issue. To confirm, can you please follow the below.

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

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

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

[#5]

@billswan 

You are only getting a fraction of your estimated speed, it must be less than your minimum guaranteed speed. Report a fault, see. https://www.plus.net/help/report-a-problem/broadband/#broadband

[#6]

@Baldrick1 Agreed, but it would still be interesting/useful to see the results of my suggestion.

[#7]

John,

I'm sorry about the delay - I've tried to do what you suggested, but

1) my contract doesn't provide for landline calls

2( I have my PC hard-wired (ethernet) to router

3) I ran the suggested tests (attached), but the 'advanced' button simply returned the same figures

4) If there is a 'guaranteed service speed' then I don't know it.

Any suggestions?

[#8]

@billswan As @Baldrick1 suggested above, your connection is totally shot, use the link he provided to report a BROADBAND fault. If the result is 'no fault found', or similar, come back here for further help.

[#9]

Hey there @billswan I tested the line and there are no obvious faults. The line has been stable for 11 days as well.

[#10]

@willcutforth It may be stable, with 'no obvious faults' but it is testing - on the Availability checker, therefore BT/ORs own tests - at around 11Mb/s - way below the Handback threshold.

[#11]

Yeah I've just checked that again @jab1 I was going by the contractual speed but you are right. Think we need an appointment @billswan 

[#12]

What does 'Think we need an appointment' mean (sounds sinister - especially from Don Corleone).

What can I/need I do?

[#13]

@billswan It means that your problem needs Openreach investigation - hopefully one of the Help Team will pick this up and arrange it with you.

[#14]

Hi @billswan I've re- run the tests and it's showing the sync at 45.2Mb, can you re-run the speed test on your side please to see if it's matching what I have or if it's still low?

[#15]

This one?

Totally different number, this time, which suggests to me that either there's been some outside tinkering, or that the "fault" is intermittent.

Frustratingly, I'm off on holiday tomorrow, so shan't be able to perform further tests for a while