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Internet keeps disconnecting

prescottdevinne
Newbie
Posts: 4
Registered: ‎17-01-2022

Internet keeps disconnecting

My internet keeps disconnecting, and when it goes down, I get a message about "Can't connect to Broadband" which directs me to setup a username and password. But I already have, and it actually tells me that my username is [X]@plusdsl.net. I click on the link and the password hint is still working, and I type in my password and that works fine. Then, usually a few minutes later the internet is magically back up. This time however, the power light shows as blue but the internet is not working. After a few minutes like that, the power lights starts flashing orange. I have attempted to reset the router. Now the power light is blue again.

 

I've got a hub one, on regular internet with a double socket. I've had plusnet for months now and I've only had the issue in the last week.

8 REPLIES 8
LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 491
Fixes: 131
Registered: ‎07-12-2017

Re: Internet keeps disconnecting

Hiya @prescottdevinne, I am really sorry for the issues that you are having with the service. I can certainly see there has been a high number of drops the last few days and I'm sorry for the disruption caused.

 

 

It looks like you have since raised a fault and an engineer been booked for you to get this sorted. Let us know how you get on!

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
prescottdevinne
Newbie
Posts: 4
Registered: ‎17-01-2022

Re: Internet keeps disconnecting

The internet just started doing the same thing again. It hadn't had an issue once since getting serviced, but it just went down before a big meeting at work. @LaurenB Would you be able to help?

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,633
Thanks: 10,208
Fixes: 1,606
Registered: ‎21-04-2017

Re: Internet keeps disconnecting

Hi @prescottdevinne

I'm really sorry to see your broadband's started to drop again. 

I can see the drop so I've tested your line, but the tests aren't showing the cause. I'd recommend keeping an eye on things, and let us know if you have further drops, as we may likely need to arrange another engineer to take a closer look. 

I've attached below an updated graph of your connection. Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Strat
Community Veteran
Posts: 31,320
Thanks: 1,588
Fixes: 565
Registered: ‎14-04-2007

Re: Internet keeps disconnecting

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.
Windows 10 Firefox 109.0 (64-bit)
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
prescottdevinne
Newbie
Posts: 4
Registered: ‎17-01-2022

Re: Internet keeps disconnecting

Hello,

 

It just happened again. I'm being forced to switch to my phone's hotspot much more than I'm hoping. Could the issue be with the router, if it's not the line? I'm not stressing it out with a lot of connections or 4k video or anything. This is happening some of the time while a single device is searching google.

 

Thanks!

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

Re: Internet keeps disconnecting

Thanks a lot for getting back to us @prescottdevinne and I'm sorry to hear that you're still experiencing issues with the service. I'll pop a visual radius and a GEA test below, the line isn't perfect (most lines aren't) but I'm not seeing anything to suggest that there's an underlying issue with the network. So I reckon you're right, and that there's an issue with the router.

I can see that you've already split the 2.4 and 5GHz SSID's, but I'll be more than happy to go into your router and run a Smart Wireless Scan. This automatically puts your router onto the best WIFI channels for your environment. This will drop the connection for a moment or two though, so I'll need the green light from yourself before I go ahead. Smiley

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 69.1 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 320.0
Upstream Rate Assessment Very Good
Downstream Rate Assessment Reasonable
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Profile Name 0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Retransmission High
Time Stamp 2022-01-19T23:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 68.7 Mbps 72.2 Mbps 69.2 Mbps
Up Stream Line Rate 18.4 Mbps 19.9 Mbps 18.7 Mbps
Up Time 792.0 Sec 900.0 Sec 899.6 Sec
Retrains 0.0 3.0 0.0
Radius
 Adam
 Plusnet Help Team - Leeds
prescottdevinne
Newbie
Posts: 4
Registered: ‎17-01-2022

Re: Internet keeps disconnecting

You've got the green light! Thanks for helping with this.

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

Re: Internet keeps disconnecting

That's all been sorted for you. See how your connection gets on over the next few days and please let us know if you're still having any issues at all. Smiley

 Adam
 Plusnet Help Team - Leeds