FTTP (Full Fibre) frequent dropouts since moving to Plusnet

[#1]

Hello, 

Just wondering if anyone has experienced a similar issue before. We used to be with BT FTTP and moved to Plusnet FTTP working on the assumption as it's the same fibre optic connection provided by Openreach it shouldn't make a huge amount of difference how reliable the service is. However, since moving we experience multiple dropouts, often without rhyme or reason - sometimes it's a few times a week, sometimes it's multiple times a day, which can be infuriating when you're watching a streaming service. 

So we've done a few bits of troubleshooting ourselves and have tried the following: 

• Reset supplied Plusnet Hub 2 router to factory settings
• Tried using own TP Link Router instead
• Went back to Plusnet Hub 2 router as made no difference 
• Tried a different Ethernet cable between router and Openreach ONT

Whenever have witnessed a dropout of connection, the Plusnet router goes from solid blue to solid orange for about 20 seconds and then reconnects absolutely fine. The Openreach ONT is fine and show its usual green status LEDs - these never change, which suggests to me it isn't a physical connection issue. 

Have spoken to technical help who said "oh yes, you have had a lot of dropouts, turns out there was a service outage in your area recently but that's fixed - Openreach won't give us more info on that, but try texting the Fault Bot when it happens next to see if that gives you more info."  - Well, unfortunately the Fault Bot won't recognise my mobile number and we can't reply with a landline number as it's FTTP... 

The main thing have noticed in the Router's log history just before a disconnection/reconnection occurs is that it appears to be trying to start an IPV6 connection; for example:

02:14:06, 28 Dec.

PPP IPV6CP Send Configuration Request 

Along with the following: 

02:14:14, 28 Dec.

CWMP. Server URL: https://pbthdm.x.x.x; Connecting as

user: ACS username

02:14:14, 28 Dec.

CWMP. Session start now, server: https://pbthdm.x.x.x,

Event code: 4 VALUE CHANGE

02:14:14, 28 Dec.

CWMP. Initializing transaction for event code 4 VALUE CHANGE

02:14:13, 28 Dec.

NTP synchronization success

02:14:13, 28 Dec.

NTP Server. ntp.plus.net

I'll attach a screenshot of this too, but any further insight if anyone's having a similar issue would be much appreciated! 

[#2]

@Anonymous welcome to the community

Whenever have witnessed a dropout of connection, the Plusnet router goes from solid blue to solid orange for about 20 seconds and then reconnects absolutely fine.

The solid orange light suggests there is a broadband signal but it's not connected to the internet. 

The event log messages you posted are all expected during a reconnect.

I would suggest contacting plusnet for a further update on the issue they said there is.

[#3 · Accepted solution]

So just a little update in case anyone else has been experiencing these dropouts on FTTP... 

Turns out the issue was PlusNet's "Safeguard" service being on. We turned it off, rebooted the router and ta-da! Nearly three days now without a single dropout. Quite why this was causing the issue is unclear/remains to be seen, but presumably it was forcing the connection to drop for some weird reason. 

Anyway, it's now working so could be worth considering if others hare having the same issue. 

[#4]

@Anonymous  As Plusnet Safeguard just uses different DNS server addresses which would in no way be responsible for causing disconnections from the internet I would be inclined to believe Plusnet's explanation that there was a service outage issue in your area which has been corrected.

[#5]

You can believe what you want. I’m just posting here the steps I took that fixed it.

[#6]

@Anonymous  OK, if you believe you fixed it fair enough, but I think it was a complete coincidence that your disconnections stopped after disabling Safeguard. Are you going to enable it again to confirm your theory? 🤔

I wouldn't bother, Safeguard is not much use anyway.

[#7]

Funnily enough am just going to leave it alone seeing as it’s worked flawlessly for 3 days now without a hitch! 🙂

Yes, these days not too fussed about options like Safeguard anyway.