Frequent 10pm disconnects

[#1]

Almost a daily occurrence that connect drops out, modem/router turns orange and all internet connect lost.

Normally returns within a few minutes 

[#2]

Hiya @pw, thanks for getting in touch. I am sorry for the issues being experienced with your service.

Testing today hasn't highlighted anything that could be causing these issues.

I have checked the connection and it looks like this is dropping around the same time, every 4 days. Are you using our router?

[#3]

Hi,

Yes using your supplied router, it was supplied several years ago when I moved onto fibre.

And using the micro filter too, it is connected into main socket.

Broadband has just dropped out 30 ish mins ago, unless that was caused by your line test?

Thanks 

[#4]

Thanks for getting back to me! The drop this morning does actually coincide with the test I ran, so that explains that one.

Thanks for confirming about the router. It might be worth getting connected into your test socket for the time being, help with this can be viewed here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

If the drops then persist, though given the frequency (around 2 drops over a week period), an engineer might have a difficult time locating the cause of the drops, if you can log a fault here: https://faults.plus.net we could look at progressing this further for you.

[#5]

Hi, 

I've connected into the test socket this morning and will see if the problem persists, the master socket is the only socket in use in my house.

Thanks

[#6]

Thanks @PW75, let us know how you get on.

[#7]

Hi,

Connection dropped again last night around 21:20, it has been connected in the 'Test' socket since Wednesday

[#8]

I've now logged the fault from the link you provided

[#9]

Thanks a lot for logging the fault on the account @PW75

Given the number of drops you're having, as per the visual radius, I'd echo @LaurenB in that the engineer is likely to find no faults with the network. Personally, I'd be inclined to suggest seeing how you get on with a new router, given the length of time that you've had your Plusnet Hub One.

Would you like me to order a new one today to see how you get on with that? We'd still retain the option of raising the matter to Openreach if this doesn't help.

[#10]

Hi Adam,
Yes trying a new router/modem does sound like a logical step.

Could you please arrange for one to be sent out

Thank you

[#11]

Great stuff @PW75

Thanks for getting back to me, that's all been sorted for you, and your new router will be arriving within the next 3-5 working days - all associated fees have been waived as well.

Once it arrives, monitor your connection for 72 hours and let us know how you get on.

[#12]

Hi,

Internet dropped out again last night around 21:30 and took a few minutes to come back on.

This is using new router, micro filter and plugged into test socket.

Can you please escalate the reported fault that I logged

Thanks

[#13]

Hi @PW75,

I'm sorry to hear the connection dropped out last night. Having tested the line we're unable to detect what may have caused this, though I can see that this the first drop in the last 5 days or so. Did anything change or was anything different to usual last night? It may be worth leaving the connection as is for the next few days to see if this is a continuing trend or just a one off.

[#14]

Ok, will do.

Theres been no change or anything different at the time of disconnection

[#15]

Thanks for confirming that. I just had another look just now and the good news is the connection didn't appear to drop out last night at 10PM. Hopefully this trend continues into the future, but just keep an eye on things and let us know if there are any issues