Internet connection constantly dropping

[#1]

Hi
We have been having issues with our internet dropping for the past week. We had this last year for months and ended up changing our router to a BT hub as the Plusnet one was useless. Since last week we had an orange light on our BT hub and we had no internet. When speaking to Plusnet they asked us to replace it with our old router from last year. We did this and managed to get the internet working again but it still keeps dropping. We had a BT engineer come out at the beginning of the week who checked our line and found no issues but said that we needed an up to date router from Plusnet. We received our new router today which is exactly the same as the one we had. We have followed all the instructions installing it and it is still dropping. What are we supposed to do as I want to really leave Plusnet due to the constant disrupted service, but I'm tied into a contract but the internet is doing my head in when my children need it for school work

[#2]

Welcome to the forums, @gamble12 . If the engineer found no line issues, this kind of points to internal ones. Can you please confirm whether you are actually on an ADSL connection, or an FTTC one, as that will affect the advice I or other Community members can give you.

I personally won't be back to you tonight, but will pick up any reply early tomorrow morning.

[#3]

I'm sure it is an ADSL connection

[#4]

OK @gamble12 . As I am going to guess that you are using a PN Hub1, please see below:

Please post the 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 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.

If you are unsure about anything, please ask.

[#5]

Hey @gamble12,

I'm sorry to hear that you're experiencing issues with the connection. Just to clarify, your connection is a Fibre one. One thing I'd ask you at this stage is how you're connecting your devices to the router - is it primarily through Wi-Fi or Ethernet cable? When the connection seems to drop, are you rebooting the router or is the connection coming back after a few minutes?

[#6]

@TheMightyAJ I thought it might have been FTTC - my 'help sheet' was posted on that assumption.

[#7]

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.

[#8]

@TheMightyAJ 

The OP is reporting that lights are showing orange on the hub showing that it is not a wireless issue. Can you see the drops on a RADIUS chart?

@gamble12 

The check using the test socket suggested by @jab1 will determine whether it is a fault with extension wiring or a BT faceplate problem,. The new type with a clip on faceplate have a reputation for being problematic.

[#9]

This is the RADIUS graph that we can see today. Keeping in mind that the new router was only received yesterday, the performance seems to be what we'd expect so far. There's not been any drops since I check earlier as well, which is good to see. My main concern is there was a physical fault and also a Wi-Fi signal issue at play, which is why I like to separate the issues in two and tackle them one at a time, if possible.

[#10]

@TheMightyAJ That Radius log seems to suggest it could well be a wireless issue, but I noted two long gaps (on the 5th & 21st) - any ideas, or do we need the OP to respond before going any further?

[#11]

I have performed a line test and all was ok by sounds, the 21st was when we had no internet all day as the router was orange all day. The BT man that came out on Monday said that we had an old style router but the new one is the same. I'm afraid I'm not great with all this stuff so am not sure some of the bits you are talking about. We don't restart the router every time there is a problem but we find that it just constantly cuts out, we have items in the house connected by Ethernet and WiFi but still have issues on both.

[#12]

OK @gamble12 I understand you may have difficulty with 'this stuff' as you call it, but if you want help, then the information you are asked for gives us a start on what to look for - without it, we are totally in the dark.

Looking at the Radius log in @TheMightyAJ 's post, my first thought are that the issues are all internal to you, and, despite the BT/OR engineers comments, nothing to do with the Hub1 you are using.

[#13]

Ok. Sorry I wasn't haven't a go I'm just not really sure some of the it's you have been talking about that's all. If its internal is there anything we can do.

[#14]

If you reply to my original post, with the information requested, we may be able to spot something, and give you some pointers, but as I've said before, we need a starting point. IF there are specific things you have a problem with, ask, and I'll try and help.

[#15]

Thanks for getting back to us @gamble12

I'm really sorry to see you're having connection issues. Appreciate it'd be hard especially when your children have to do school work. I'd like to arrange a Qube engineer visit with you to take a closer look and try to get to the bottom of the issue. 

If you're happy to go ahead, could you reply to the ticket I've logged on your account Here with when you'll be available for a visit? Feel free to then post back once you've responded, I'll make sure we book the engineer as soon as we can.

If you've got any further thoughts to add though, feel free to let me know.