Just joined Plusnet and connection drops a few times a day for minutes at a time

[#1]

Hi, 

I joined Plusnet a month ago from Virgin, and since then my connection drops out several times a day, sometimes just for a couple of minutes, sometimes for longer. The router goes turns green, then flashing orange and sometimes with the red 'b' icon. Can you please check on your side if you can see if there is something wrong with the line?

[#2]

Thanks for your post @cass1063 and welcome to our Community Forums.

I'm sorry to see your broadband's dropping.

I've tested your line and the tests are showing a fault so I've raised this with our suppliers and we've been given an estimated response time of by 06/10/21 23:59:59 for an engineer to go out and investigate further.

We'll provide an update as soon as we know more but feel free to post back with how things go.

[#3]

Thank you - will they call to arrange a time? Still haven't heard anything and already dropped out this morning  

[#4]

Hi @cass1063,

You may not be contacted by the engineers as the work is likely going to be carried out externally, but if they do need to gain access to the property then they will try to contact ahead of time. As for when this will be carried out, it should be anytime tomorrow now. Please be aware that work can be delayed for multiple reasons, though from what I can see there's nothing to suggest that will happen in this case at this time.

[#5]

Hi, 

My internet over the past couple of days has been dropping again, one time today it was for quite a long time. Can you please check that the line hasn't broken again? 

Thanks

Cass

[#6]

Hey @cass1063

Thanks a lot for reaching out and I'm sorry to hear that you're having problems with your internet connection. Tests on the line aren't really picking up any underlying issues, though the drops can be seen on a visual radius which I'[ll pop below.

Going forward, please have a read through our Troubleshooting Guide to see if you're able to resolve the issue sooner. When testing, please remove the faceplate from your Master Socket, and connect your router directly into the test socket which lies behind it. Avoid using any extension cables / sockets too if possible.
Troubleshooting Guide - https://www.plus.net/help/broadband/connection-troubleshooting/

Let us know if this does not help and we'll see what else we can do to diagnose this issue.

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	66.1 Mbps
Upstream Speed	18.2 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	527.8
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-80M Downstream 3dB, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2021-11-26T17:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	68.5 Mbps	77.1 Mbps	72.2 Mbps
Up Stream Line Rate	18.1 Mbps	18.6 Mbps	18.4 Mbps
Up Time	701.0 Sec	900.0 Sec	899.3 Sec
Retrains	0.0	2.0	0.0

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