Broadband not working at regular times daily

[#1]

OK. I thought the filter was included with the router - all the ones I've had came with one, including my most recent one in June. Best and quickest way would be somewhere like Currys/PCWorld if you have one local? Or a local PC shop.

[#2]

Would I be able to get one from Plusnet? There’s no stores near me so I’d have to order online and I don’t want to end up buying the wrong thing. 

[#3]

That's a pain. I will send you a PM.

[#4]

I rang technical support to ask for a filter and the guy is sending a new router out (with a filter included) because mine is old. He’s also arranged an Openreach visit for Wednesday to replace the master socket, or part of it. He said since mine has screws in front, instead of clips, it needs replaced. 

Should I still use the test socket once that work is done?

[#5]

Hiya @Ripplyuk, I am really sorry for the issues with your service.

It looks like you now have a fault logged and an engineer booked. Let us know how this goes and get back to us should you have any further queries in the meantime.

[#6]

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@Ripplyuk wrote:

I rang technical support to ask for a filter and the guy is sending a new router out (with a filter included) because mine is old. He’s also arranged an Openreach visit for Wednesday to replace the master socket, or part of it. He said since mine has screws in front, instead of clips, it needs replaced. 

Should I still use the test socket once that work is done?

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@Ripplyuk If you are having OR out, apart from making sure the engineer can get to the master socket easily, leave everything as it is. There is no point in you carrying out any further checks.

As a point of interest, from the logs &c you have provided, I am not convinced the internal work will solve your problem, but it is a step in the right direction.

[#7]

This problem is still happening. For a while, the broadband was just much slower than normal but it soon got worse and for the last few weeks it has been quitting completely at random times again. It’s several time a day now. As bad as it ever was. 

[#8]

@Ripplyuk We heard nothing back from you following the engineer visit in early October. If the problem has resurfaced, then we need to re-examine it:-

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection. Please report the 'ADDITIONAL DIAGNOSTICS', and sight of the HELP DESK tab from your Hub would be a start.

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 phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.

[#9]

[#10]

These are over a wireless connection because I don’t have anything wired. I only have an iPad and iPhone. I don’t know where to find ‘Additional Diagnostics’. 

The phone sounds the same as before on the quiet line test. It sounds like wind. 

[#11]

I think I found it 

[#12]

Thanks for the info in that long post, @Ripplyuk  - although it is not that helpful (not your fault) - the BTW report (the first one) is a little out of date, the second one (speed test) is a false one with that reported D/L figure.

With regard to the data from you Hub, I assume the short up time is not due to you disconnecting, but due to DSL drops caused by some error on the network. The logs provided are not what I need, unfortunately - if you click on that panel, it should open to also give you the 'WAN' logs, which are more informative.

To get the 'Additional Diagnostics', click the button so marked on that report.

[#13]

Thanks for that 'Additional Diagnostics' - there is something funny going off there - you are getting more speed than the IP profile - but less than what your line and signal attenuation suggest you should be possible.

Forgot to mention earlier, but the phone should be silent, apart from the 'Quiet Line Test' message.

In my opinion, this needs revisiting by Plusnet/BTOR.

[#14]

@jab1 Is this right? Sorry if I’m posting rubbish. 

[#15]

@Ripplyuk Yep, that's the one, and it confirms my suspicions - you are losing DSL (PPPoE) connection more often than you should be.