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Fibre dropouts, and bad wifi

Sselby123
Grafter
Posts: 42
Thanks: 8
Registered: ‎02-01-2022

Fibre dropouts, and bad wifi

Hi, I'm a long time customer and over the past month the broadband and wifi are getting bad, I had a new router sent out a few days ago, a engineer was out on xmas eve. Apparently no faults but new hub sent. I am running a netgear nighthawk R7000 for wifi as I cant seem to get the wifi around the home with the hub one, and up until these last few weeks it has been working fine, I'm now experiencing complete wifi loss, and broadband loss, a speed test showed me as have just 0.30mps download and 0.45mps upload this afternoon. I am having to restart the plusnet hub to get any internet back. I've moved everything away from the hub, its plugged into the master socket (the face plate was changed xmas eve), I've taken all my xmas decs and lights down so that's not interfering, I will be switching over to the test socket if it goes again, as I've eliminated all I could possibly think of internally, so it seems possibly a master socket issue? Is there anything else I could test before asking for the master socket to be rewired at my cost?
72 REPLIES 72
jab1
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Registered: ‎24-02-2012

Re: Fibre dropouts, and bad wifi

@Sselby123 Welcome to the forum. Before you make any further moves, could you indulge me and reply to my 'boiler-plate' fault checker?

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

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 you 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.

John
Sselby123
Grafter
Posts: 42
Thanks: 8
Registered: ‎02-01-2022

Re: Fibre dropouts, and bad wifi

Boiler-plate? Sorry I'm not sure what that is
Sselby123
Grafter
Posts: 42
Thanks: 8
Registered: ‎02-01-2022

Re: Fibre dropouts, and bad wifi

I have done the quiet line test and it has a static noise, so not completely quiet, however I dont have a corded phone so not sure if that is what the noise is
jab1
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Re: Fibre dropouts, and bad wifi

Just follow the instructions posted below that comment - they help Community members to possibly help you.

John
jab1
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Re: Fibre dropouts, and bad wifi


@Sselby123 wrote:
I have done the quiet line test and it has a static noise, so not completely quiet, however I dont have a corded phone so not sure if that is what the noise is

That could be an indication of a problem - how loud is it during the quiet line test? the line should be totally silent during the test apart from the quiet line test' announcement.

John
Sselby123
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Registered: ‎02-01-2022

Re: Fibre dropouts, and bad wifi

It's a quiet static noise but loud enough that I can hear it and if a noise in the room is made it gets louder if you understand what I mean (I have kids who dont know how to be quiet lol)
jab1
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Re: Fibre dropouts, and bad wifi

OK - sounds like it could be a factor, but could you carry out the rest of those tests in my message and paste screenshots into your next reply, please?

John
Sselby123
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Re: Fibre dropouts, and bad wifi

https://i.imgur.com/h0ROtiK.png      -        https://i.imgur.com/p1SYNlR.png these are the two test that you asked to be run 

jab1
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Re: Fibre dropouts, and bad wifi

Nothing strikes me from those two results - presumably  you are on the 40/10 (Unlimited Fibre) package?

The Hub Help Desk would be the final bit - but I suspect you have a phone problem.

John
Sselby123
Grafter
Posts: 42
Thanks: 8
Registered: ‎02-01-2022

Re: Fibre dropouts, and bad wifi

Yep 40/10 unlimited fibre, took a new contract 5 months ago when I had zero problems.... I will raise a fault tomorrow again, I dont normally use the home phone so never thought that could be a issue
Sselby123
Grafter
Posts: 42
Thanks: 8
Registered: ‎02-01-2022

Re: Fibre dropouts, and bad wifi

Thankyou jab1 for the help so far Smiley
jab1
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Re: Fibre dropouts, and bad wifi

OK. The phone itself is not necessarily the problem, more likely a fault in the BT network.

John
adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
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Registered: ‎01-12-2020

Re: Fibre dropouts, and bad wifi

Hello @Sselby123

Thanks a lot for getting in touch and I'm sorry to hear that you've been experiencing issues with your WIFI connection. Don't get me wrong, the visual radius on our end isn't spotless, though the disconnections do appear to be brief. I'll pop it below so that you can see it, and check whether the drops on there coincide with the ones you're having on your end.

You're actually on Unlimited Fibre Extra, with estimated speeds of between 55Mbps to 74Mbps , though at the moment, downstream sync speed is coming through lower, at 40.8 Mbps - so there may well still be an issue.

Going forward, are you able to remove the faceplate from your test socket, and plug your router directly into the test socket which lies behind it, and leave it in there for 48 hours?

KBD
GEA Test Detail
Circuit ID NA Service ID  
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 40.8 Mbps
Upstream Speed 7.2 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 635.1
Upstream Rate Assessment Low
Downstream Rate Assessment Low
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream traffic detected
Technology VDSL
DP Type External
Profile Name 0.128M-80M Downstream, Interleaving Low - 0.128M-7.2M Upstream, Error Protection Off
Time Stamp 2021-12-25T02:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 0.0 Mbps 47.8 Mbps 43.7 Mbps
Up Stream Line Rate 0.0 Mbps 7.1 Mbps 7.1 Mbps
Up Time 0.0 Sec 900.0 Sec 894.0 Sec
Retrains 0.0 3.0 0.0
Radius
 Adam
 Plusnet Help Team - Leeds
jab1
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Registered: ‎24-02-2012

Re: Fibre dropouts, and bad wifi

@adam945 If the OP is on 80/20, with the phone issue he reported earlier, would a PHONE problem check be more useful? Admittedly, a test socket check would eliminate any internal issues, so may be a good idea. His upstream speed looks suspicious, too.

John