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My broadband keeps dropping out. Help please!

RobbF
Dabbler
Posts: 10
Registered: ‎01-09-2021

My broadband keeps dropping out. Help please!

I've recently upgraded to fibre unlimited, and for the first 2 weeks everything was fine, but now, every night, without fail, my broadband just drops out, and tells me sign-in is required. I go to the hub page, but I don't know where or even how to sign. Any help would be greatly appreciated, because it's really starting to wind me up now.
9 REPLIES 9
AHWifi
Dabbler
Posts: 18
Thanks: 6
Registered: ‎31-08-2021

Re: My broadband keeps dropping out. Help please!

When it drops out, does the router light tend to change too?

RobbF
Dabbler
Posts: 10
Registered: ‎01-09-2021

Re: My broadband keeps dropping out. Help please!

No, the light stays blue on my router. First my TV disconnects, then my phone, and then my phone notification tells me I need to sign in to the network. It's done it 3 times tonight.
Mustrum
Community Veteran
Posts: 3,653
Thanks: 1,083
Fixes: 79
Registered: ‎13-08-2015

Re: My broadband keeps dropping out. Help please!

What is the username in the router?

If it is still setup@plusdsl.net then enter the correct one and your password, or try a suitable object in the pinhole in the back for at least 30 secs and go and get a cuppa and see if that works.

RobbF
Dabbler
Posts: 10
Registered: ‎01-09-2021

Re: My broadband keeps dropping out. Help please!

This might be a silly question but, how do I change the username in the router?
jab1
Legend
Posts: 19,267
Thanks: 6,341
Fixes: 290
Registered: ‎24-02-2012

Re: My broadband keeps dropping out. Help please!

@RobbF :

1. Connect a device onto the router's WiFi or plug a laptop/PC into the router using an ethernet cable

2. Go to the router's homepage at http://192.168.1.254

3. Click on the Advanced Settings tab

4. Type in the admin password found from the back of the router and click the OK button

5. Click on the Continue to Advanced Settings button then the Broadband tab

6. If there's a Disconnect button, click that

7. Change the username to the broadband username in the format of username@plusdsl.net If you can't remember this I'd check for any emails PLUSNETsent you as they'd add the username to the top of the email.

8. Type in the account password, this can be reset here: https://www.plus.net/forgotpassword/ if needed.

9. Hit the Connect button.

 

EDIT: Thanks to @MisterW for the info

John
MisterW
Superuser
Superuser
Posts: 16,350
Thanks: 6,282
Fixes: 451
Registered: ‎30-07-2007

Re: My broadband keeps dropping out. Help please!

Credit not warranted, I copied it from other posts

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jab1
Legend
Posts: 19,267
Thanks: 6,341
Fixes: 290
Registered: ‎24-02-2012

Re: My broadband keeps dropping out. Help please!

OK😀

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

Re: My broadband keeps dropping out. Help please!

There are two separate issues going on here @RobbF

1. The router you're using is still in setup mode. Please follow the instructions outlined by @jab1 to get your router authenticated properly.

2. A KBD line test is showing a fault within the network, more specifically - impairment in copper joint that's affecting the GEA (Broadband) service. While this won't be stopping you from getting the router authenticated (as the line is in sync - and is syncing at 76.3 Mbps, it will need to be addressed.

Please let us know once you've tried to log into your router, we'll run some more tests on the line and will take it from there.

KBD
GEA Test Detail
Circuit ID NA Service ID  
 
 
Test Outcome Fail
Test Outcome Code GTC_FTTC_SERVICE_1625
Description Impairment in copper joint detected most likely in local network. Please continue to submit a trouble report.
Main Fault Location CE
Sync Status In Sync
Downstream Speed 76.3 Mbps
Upstream Speed 15.2 Mbps
Appointment Required Y
Fault Report Advised Y
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 592.1
Upstream Rate Assessment Reasonable
Downstream Rate Assessment Very Good
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, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2021-08-20T11:30:00
Parameters MIN MAX AVG
Down Stream Line Rate 22.8 Mbps 79.9 Mbps 69.4 Mbps
Up Stream Line Rate 3.6 Mbps 15.2 Mbps 12.5 Mbps
Up Time 0.0 Sec 900.0 Sec 889.3 Sec
Retrains 0.0 2.0 0.0
 Adam
 Plusnet Help Team - Leeds
RobbF
Dabbler
Posts: 10
Registered: ‎01-09-2021

Re: My broadband keeps dropping out. Help please!

I have followed the instructions that @jab1 sent me, (thanks by the way ☺️), and successfully changed my broadband username. I'm presently connected no problems, but it's usually around half 9 ish that my broadband drops out so I'll keep an eye on it.