Reported Intermittent connection drops, engineer supposedly sent

[#1]

Hi,

I've been a Plusnet member for many years now and during that time have had no issues whatsoever. However, around a month ago I started experiencing intermittent connection drops. Thinking that perhaps the issue was internal wiring in the house, I read about connecting the router straight to the BT test socket but the issues continued.

On the 1st of November I reported a fault via text and diagnostics bot wrote that it had detected a problem with your network, and that an openreach engineer would be sent on the 6th and would be able to resolve the problem without visiting my property.

Great I thought - But as of now nothing has been fixed. I'm still experiencing connection issues - even as I type this the routing is flashing orange at me.

I tried the texting process again but this time it said my case had been passed to an agent, and I could expect to recieve a call within 15 minutes but nobody called back.


I'm somewhat hard of hearing, so I'd very much prefer to avoid using the phone, if possible.
Many thanks.

[#2]

@NootNoot Which service are you on, and which router do you have?

[#3]

Plusnet - Unlimited Fibre Extra inc. Line rental

Router used to be a Technicolor TG582n as I thought that was originally at fault, but then I found a new Hub Two and the issues continued.

[#4]

The TG582n presumably was connected via a HG612 modem? That is old tech, and could have been failing. Presumably, the Hub2 is connected direct to the master socket - i.e,, no modem?

[#5]

Yes, the TG582n was connected to that modem. I replaced both of them with the Hub Two, which is currently connected straight into the master socket.

I attached the log as an image, as when I pasted the stats the reply was reported as spam haha.

[#6]

It looks like - from that - that you are suffering from xDSL drops - which stats are we talking about, and can you export the error log and attach the resulting file?

I am away for today in a short while, but hopefully other Community members will pick this topic up if I don't reply.

[#7]

Sure, I appreciate the help jab! I'm pretty nocturnal, so I won't be all that available during the day either.

[#8]

From a quick perusal of that error log, you are, as I suspected, suffering xDSL drops. My only suggestion is to report the error again, and hope a human with brains has a look at your connection.

If you have hearing issues, it may be an idea to advise PN - via https://www.plus.net/help/legal/accessibility/ - the form is towards the bottom.

[#9]

Alright, cheers!
I think I had tried that accessibility broadband support form link before, but it just sends me straight to my members centre dashboard.

[#10]

I think it does, and then opens the form once you have signed in. Can't check though - I am no longer a PN subscriber.

[#11]

@NootNoot 

From the home page navigate from >Manage Account >Scroll down to Additional Support >Who needs support.

HTH

[#12]

Deleted

I didn't spot at first that the firmware has recently been updated.

[#13]

@Mr_Paul 

My only concern would be it's the orignal owners broadband user name being used, if you look at the attached event log you will see many DSL Link down messages.

From the end users point of view there is nothing to configure, you just add the correct broadband user name and password.

[#14]

@Dan_the_Van 

I assumed that if the broadband user name and password were incorrect, that the OP would not be able to connect at all rather than connect but experience drop outs?

[#15]

@Mr_Paul 

I was responding to your deleted post about the Hub not being configured correctly, your last post is obvious.