Fibre broadband drops out at the same time every day

[#1]

Our fibre broadband keeps dropping out at roughly the same time (9pm) every day. Sometimes it's a few minutes later, but it's almost always the same time every day. It happens whether or not we're using it, so I don't think it's an internal fault.

[#2]

Welcome to the forums, @cathrynbriggs . Can you be a bit more explicit - how does it 'drop out'? A further thought - how long have you been a Plusnet customer?

[#3]

Hey. Thanks for the welcome.

Router light turns red and flashes for 10 minutes before coming back on.

[#4]

OK. Sounds like an issue. 😉

Can you say how long you have been a customer, and has this only just started recently?

Can you post the details from your routers 'Troubleshooting' tab, obscuring any personal details, please?

[#5]

Had fibre from plusnet for about 2 years. Had slow/unreliable internet in the past, but put that down to rural location. This issue however has only been for the last month or so. Product name: Plusnet Hub 2. Serial number: +081441+NQ01704883 3. Firmware version: Software version 4.7.5.1.83.8.289.1.1 Last updated 01/07/21 4. Board version: Plusnet Hub One 5. DSL uptime: 0 days, 22:59:59 6. Data rate: 14321 / 26156 7. Maximum data rate: 14341 / 26698 8. Noise margin: 6.1 / 6.7 9. Line attenuation: 42.1 / 31.4 10. Signal attenuation: 38.5 / 40.0 11. Data sent/received: 41.8 GB / 319.9 GB 12. Broadband username: 13. 2.4 GHz Wireless network/SSID: IKEACUSTOMERWIFI 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) 17. 5 GHz Wireless network/SSID: 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: 64:66:24:e1:68:72 23. Modulation: G.993.2 Annex B 24. Software variant: AA 25. Boot loader: 1.0.0

[#6]

Had plusnet fibre for about 2 years. Had slow/unreliable broadband, but put this down to rural location. This issue has only been for the last month.

Product name: Plusnet Hub
2. Serial number: +081441+NQ01704883
3. Firmware version: Software version 4.7.5.1.83.8.289.1.1 Last updated 01/07/21
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 22:59:59
6. Data rate: 14321 / 26156
7. Maximum data rate: 14341 / 26698
8. Noise margin: 6.1 / 6.7
9. Line attenuation: 42.1 / 31.4
10. Signal attenuation: 38.5 / 40.0
11. Data sent/received: 41.8 GB / 319.9 GB
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)
17. 5 GHz Wireless network/SSID:
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: 64:66:24:e1:68:72
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

[#7]

Hi @cathrynbriggs

I'm sorry to see your fibre's dropping off at the same time every day. I can definitely see this as it looks to be around 10pm. Line tests are showing an infrastructure fault on our suppliers network we'd need to arrange an engineer visit to resolve.

Can you raise a fault to us at faults.plus.net and in the notes box at the end, please tell us when you'd be free for an engineer visit. The available timeslots are weekdays (and occasionally Saturday's) 8am while 1pm, or 1pm while 6pm. This means we'll be able to arrange an engineer straight away once we've picked the fault up.

Once you've raised the fault, feel free to post back and we'll make sure that is picked up as soon as we can.

[#8]

Moderators Note

Post released from Spam Filter