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Internet connection keeps dropping for me also

Lacrd
Newbie
Posts: 1
Registered: ‎23-01-2022

Internet connection keeps dropping for me also

Several times a day, our connection goes down. Repeatedly text Plusnet and get a reply back saying line is ok it must be the router, but have done hard reset many times, latest was 8:30pmish and 9:45pm tonight. Can anyone help…
2 REPLIES 2
jab1
Legend
Posts: 18,853
Thanks: 6,175
Fixes: 283
Registered: ‎24-02-2012

Re: Internet connection keeps dropping for me also

Welcome to the forums, @Lacrd . No doubt one of the PN Help Team will be along at some point, but:-

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
adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Internet connection keeps dropping for me also

Hey @Lacrd

Thanks a lot for getting in touch and I'm sorry to hear that you're having issues with your service. Alongside the checks that @jab1 has asked you to carry out, are you able to send me a PM with a photo of the label that's on the back of your router? (If you're using our Hub).

For some reason, the Serial Number and MAC address aren't showing on our end, so I'm unable to see a visual radius. I've managed to run a KBD line test though and can't spot any issues.

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 80.0 Mbps
Upstream Speed 20.0 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 241.1
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Regular Interference Observed Daily
Service Impact Retrains Observed
Interference Duration Longest Occurrence From 18:45 to 19:00
Interference Location Unknown
Interference Observed In Days 0
Home Wiring Problem Not Detected
Technology VDSL
DP Type External
Profile Name 0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2022-01-12T10:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 77.8 Mbps 79.9 Mbps 78.6 Mbps
Up Stream Line Rate 20.0 Mbps 20.0 Mbps 20.0 Mbps
Up Time 0.0 Sec 900.0 Sec 895.4 Sec
Retrains 0.0 4.0 0.0
 Adam
 Plusnet Help Team - Leeds