Intermittent Disconnects

[#1]

Our connection has been stable for ages, but we’ve been encountering disconnects throughout the last couple of weeks. Is there anything that be can done to resolve this?

[#2]

@jlog Try:

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.

[#3]

Cheers John, we don’t use a landline phone but think we might still have one in the garage. I’ll dig it out and give it a go.

[#4]

@jlog let us know when you know

[#5]

Hi @willcutforth, no joy. If we have still got a phone I haven’t found it yet (turned the garage upside down looking for it 😄).

Still getting the disconnects (had one just now)

[#6]

@jlog Which Hub have you got? the 'Help Desk' (Hub1) or 'Technical Data' (Hub2) would be an interesting bit of information - just remember to edit out any personal data before uploading.

[#7]

Hi @jab1

It's the Hub 1 that I'm using. I've attached a screenshot of the Helpdesk.

I'm using Decos for my wi-fi hence it being disabled on the router.

Thanks.

[#8]

'@jlog Looking at that screenshot, there are a couple of things that shout 'BT/OR network issue' to me. 1. You are getting xDSL drops on a regular basis 2. Your downstream SNR margin is much too low for your attenuation.

I would report a broadband fault via the second of the links I posted earlier, and hopefully @willcutforth or one of his colleagues will pick this topic back up.

If it is not too much trouble, could you also post the event log, please?

[#9]

Thanks John @jab1 

I will raise a fault.

Noddy Q, but can I export the Event Log or is it a screenshot jobby? If so, is there any particular filter you'd want applying?

Cheers.

[#10]

On the Hub1, it is a screenshot (I think, never having had one). Don't bother about filters, and I only really need the current visible data. I'm just curious, that's all. 😀

[#11]

@jlog 

you need to filter on category WAN to see the connection details

HTH

[#12]

Belated thanks John & Dan… I’ve not noticed disconnects for a while so fingers crossed it was a temporary issue.

[#13]

Spoke too soon, just disconnected again

[#14]

@jlog Did you raise the fault, as you were going to do last month? Unless you do, the underlying issue will not go away.

[#15]

Hi @jab1 

I did send a text to raise a fault, subsequently missed a call from Plusnet but the voicemail said they’d get back in touch… they never did though. I didn’t follow up as we were away from home for a bit and upon return hadn’t noticed any disconnects until now.

I’ll raise a new one if this morning’s isn’t a one-off.

cheers,

Jamie