slow broadband and frequent disconnects

[#1]

hello everyone,

We've been with Plusnet nearly 2 years

Last year I think we had about 12 openreach visits for various faults

In October 2023 openreach replaced all the cable from our house to the lane (about 600m), replaced the master socket

Plusnet also replaced the router 

Openreach also replaced cabling in the main road as there were not any spare good pairs left after various faults for us and our neighbours 

Openreach then also found a faulty module in one of the boxes on the pole outside our gate

Everything has been fine until last week, when speed dropped to under 1mbps 

reset the plusnet router, logged a fault and had the connection reset yesterday (Friday)

Today the dsl line was down and the router showed disconnected

removed and replaced all the plugs - dsl, ethernet, then reset the router

status now

Product name:	Plusnet Hub
2. Serial number:	+081441+NQ10405723
3. Firmware version:	Software version 4.7.5.1.83.8.289.1.3 Last updated 29/11/21
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 00:15:09
6. Data rate:	896 / 7712
7. Maximum data rate:	1096 / 7904
8. Noise margin:	10.0 / 6.1
9. Line attenuation:	27.5 / 43.6
10. Signal attenuation:	27.5 / 43.7
11. Data sent/received:	9.2 MB / 35.5 MB
12. Broadband username:
13. 2.4 GHz Wireless network/SSID:
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:	10:d7:b0:32:cb:ae
23. VPI/VCI:	0 / 38
24. Modulation:	G.992.1 Annex A
25. Latency type:	Interleaved
26. Software variant:	AA
27. Boot loader:	1.0.0

do the attenuation and noise levels look ok ?

are there any reasons why the connection keeps dropping or running really slow ?

I'm postign this under a new email as I cannot currently reset my password - so none of my history from previous logs is attached to this account

thanks

Robin

[#2]

Hiya Robin, 

I'm sorry you are having an issue with your connection, I can appreciate the frustrations this will be causing you. 

Would you be open to us calling you to go through some steps to progress forward towards a resolution?  

[#3]

Hi Sammy,

yes please to the phone call

I still have the issue when the phone rings or I lift the receiver to make a call, then the plusnet router light goes from blue to flashing orange for about 20 seconds, the broadband drops and then re-connects

openreach engineer said it was the telephone

Its a corded BT branded phone - we did return it as faulty last year and BT replaced it with a new one

The master socket has been replaced

Most of the line from the house to the main road about 1/2 a mile away has also been replaced

It will be great to see why the broadband has started to drop service again

thanks

Robin

[#4]

@lr101fc, hi I tried to ring you but there was no answer, when is a better time to call? Instead, you can use the SMS system to raise a fault for you. Just text HELP to 07800008121.

[#5]

hi James and Sammy, sorry was in a lot of work calls yesterday

I am free this afternoon

will try the text line too

thanks

Robin

[#6]

Hi there, sorry we didn't get to give you a call yesterday Robin, have you been able to text in since or can I give you a call this evening? - Adam

[#7]

Hi Adam,

Yes free today

I did text in yesterday, got a reply asking for me to reply Advisor, but haven't been able to reply to that until now

thanks

Robin