Short Periods of Disconnection

[#1]

Hi,

I don't think I'm getting disconnected as such, but as if the connection is "freezing", and my speed is down to a third.

This is from my logs - the first one for 2m 42s is a disconnection. The rest - just these short freezes.

Speed is around 20Mbps whereas normal is around 60Mbps.

Plugged into the test socket, with the face plate off.

Failure    Start    Length
26/08/2022 21:41:23 0:02:42
29/08/2022 22:50:16 0:00:25
30/08/2022 22:04:53 0:00:24
31/08/2022 12:02:14 0:00:25
01/09/2022 12:54:06 0:00:21
03/09/2022 07:06:48 0:01:10
03/09/2022 12:04:35 0:01:08
03/09/2022 12:35:37 0:01:19
03/09/2022 13:36:40 0:01:09
04/09/2022 02:42:26 0:01:18
04/09/2022 07:15:57 0:10:38
04/09/2022 07:27:11 0:01:29
04/09/2022 07:40:20 0:01:18
04/09/2022 07:53:40 0:01:11
04/09/2022 08:18:32 0:01:33
04/09/2022 10:13:18 0:03:46
04/09/2022 21:16:41 0:01:42
04/09/2022 21:24:41 0:01:38
04/09/2022 21:30:40 0:01:42
05/09/2022 02:19:51 0:01:31
05/09/2022 07:15:08 0:00:20

Can someone at PlusNet have a look or advise what to do?

Cheers,

Mark.

[#2]

Hi @markos 

response times can be disappointing on the forum, if you think you have a fault report it using the automated system.

https://www.plus.net/help/report-a-problem/broadband/ use the text service

HTH 

[#3]

Thanks Dan, will do.

[#4]

Hi Markos, cheers for reporting a fault with us. I can see an Openreach engineer has been dispatched to work on it today so I'd expect that to be resolved very soon. 

[#5]

Thanks Adam, pleased to report the OpenReach fella has just this second left, and both myself and my neighbour are on new "pairs" - something to do with a break under the road and some spare "pairs" were free.

Do we need to do anything to get the internet connection to re-balance itself again? I think it's slowed down with the noise on the line and the speed has dropped - almost back up to what it normally is but I wondered if it needed to be told to "settle back in" again? 

Thanks,

Mark.

[#6]

No worries and I'm glad to hear that Mark, I've just tested your line and I'm not seeing an indication that speeds have been lowered, what connection speeds are you seeing at the moment? - Adam

[#7]

On a desktop, directly connected by ethernet cable to the PN Hub, my usual speed app shows it's 52Mbps down and 17Mbps up.

We are usually at 62Mbps down. Give or take.

[#8]

I've just tested the line again and it's showing signs of a "high resistance cable fault" just to check is the landline working OK for calls now?

[#9]

Thanks for double checking. Pleased to report Ring Back and Quiet Line tests seem to be working fine.

Speed (from the same desktop) is heading in the right direction at 55Mbps, but still slightly short of where we were.

[#10]

Looking promising! As line tests are still showing a high resistance fault, can I arrange an engineer visit with you to investigate further? If so when could you be available? The engineers are available weekdays 8am to 1pm, or 1pm to 6pm.

[#11]

Thank you for your diligence. Yes please, do go ahead and book an engineer to attend to investigate the high resistance fault. The preference would be for the 8am to 1pm slots.

[#12]

No problem Mark, I've booked the engineer to visit you tomorrow morning. Let me know how it goes. 

[#13]

Thanks again for following this up.

OpenReach turned up as you said, and they did their checks and found a "nipped" wire in the junction box at the top of the pole that runs to our house. The nipped wire had got stripped and was exposed to the elements. They've cut that back and reconnected. Top job.

The speed is edging back to where we were before. Happy customer again. 

All the best.

[#14]

Nice! Looking good Mark. Sounds like the engineer's done a good job.

If you'd want to extend your thanks to them, fill out the form here https://www.openreach.com/help-and-support/thank-an-engineer-form to let Openreach know as I'm sure they'll appreciate it a lot. 

Let me know if there's anything else you'd need help with. 

[#15]

Hmmm.... @Gandalf 

Something still doesn't feel quite right. I thought the speeds might return once it settled in, but it sadly hasn't. I'm not running super slow, but I'm not back where I was. And in actual fact the speed is getting slower.

Historically I was around 60-64 down. Not just for a short while, for years. The upload used to be 16-18, and that has slowed over the years to around 15 but I'm happy.

The US date format is confusing at first, but this is from the same desktop hard wired to the PN Hub from late July to early Sep:-

And this is what I'm getting now:

Around the 52/53 mark, lets call it around 10Mbps less.

Is there a settling in issue that hasn't gone to plan?

Grateful for anything you can think of.

Cheers,

Mark.