Router keeps dropping broadband

[#1]

Hi i have been a plusnet customer since 2018 and for the past few years I have had no trouble with the service. However in feb this year I decided to renew my contract after being out of one for around a year. A few months later the internet began dropping out and once it was offline for around 8hours, the wifi was working but the router would not connect to the broadband. I raised a ticket however by the time I got a response around a week or two later the issue had resolved itself and the router didn't experience any further issues. However these past few weeks its been dropping out several times a day again. I am unsure what to do next. It is at a point now where it will drop out 4 or 5 times consecutively before fully functioning for a great number of hours. But this is happening everyday now.

I have tried all the basic toubleshooting and i have ordered a landline just so i can check the phoneline for any interference. The router is in the same place its been since first setting up and nothing has changed. 

Thanks for any help anyone can provide.

I am using the plusnet one hub and on unlimited fibre 

[#2]

Hi @dalenewby,

I'm sorry to hear that you're experiencing these issues. I've tested the line and whilst we can definitely see that there's a fault, we're unable to see the exact cause. You'd mentioned having done the troubleshooting steps before - do you know if your router is currently setup in the master socket or the test socket? Also, are you picking up any interference when you use the house phone, or does that all seem fine?

[#3]

Hi and thank you for the response @TheMightyAJ 

The router is connected to the master socket as its the only socket we have in the house. We had an engineer install it some years ago when we first got broadband with SKY. The socket is located directly where the phone line enters the house. I have replaced the micro filters, I have reset the route to default, changed wireless channels, port clapping etc... and nothing seems to be resolving it. I have not test the phoneline yet, as I do not have a house phone. However I have ordered a cheap landline phone to test for interference. But I have managed to ask a family member, who is going to try and see if they still have their old phone in storage. So I can test out the line as soon as possible. If the phoneline has no interference or noise, what would be the next possible steps at trying to resolve the problem? 

Thank you for any help you can provide.

[#4]

Hiya @dalenewby, thanks for getting back to us. I'm really sorry for the issues that you are having and for the inconvenience this is causing you.

If there is noise detected when testing a phone line, we would usually progress the fault by booking a phone line engineer (where testing doesn't detect an external issue).

After testing your line today, a 'loop fault' is being detected and this usually indicates that something is causing a short in the test. The best way to rule out this being something internal, is to unplug all equipment that you have connected to your phone line (micro-filter, router etc) and also removing the front plate of the socket (further help on this can be seen here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Once you have all equipment unplugged, just give us a nudge and we can retest the line for you. Depending on the results of this, the next step will be to likely get an engineer booked for you.

[#5]

Thanks for the reply
I have tested the line via a landline and made outgoing and received an in going call with no interference on the line.

I have unlpugged the router, micro filter and the faceplate off the master socket. Nothing is connected to the line now.