Sporadic drop outs the last few days
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Full Fibre
- :
- Re: Sporadic drop outs the last few days
Sporadic drop outs the last few days
31-07-2024 8:21 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Of course, this drop out has happened past 8pm so I can’t phone anybody, and my tweets have been ignored, so I’m coming to the community to see if anyone else has issues or knows anything I can do to resolve them (other than to wait for the service to fix itself)
This morning, it also happened, from about 5am til it fixed itself at 8:30am - so it hasn’t impacted my working hours yet…
Re: Sporadic drop outs the last few days
31-07-2024 11:12 PM - edited 01-08-2024 8:05 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thread moved from Broadband to Full Fibre
Moderator and Customer
If this helped - select the Thumb
If it fixed it, help others - select 'This Fixed My Problem'
Re: Sporadic drop outs the last few days
01-08-2024 7:26 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Can you confirm that the ONT lights are ok when the problem happens ? i.e PON light steady and LOS light OFF
If that's the case , then assuming you have a Hub 2 then could you post the event log when it next happens.
The full log, which we really need, is available from this page of your Hubs details. When you have got it - by clicking the 'Export' button, attach it to a reply
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.
Re: Sporadic drop outs the last few days
01-08-2024 1:14 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I also don’t use a Plusnet Hub, I’ve got Google Nest WiFi mesh network, which has been fine for the last 12 months and I’ve not added anything extra to the network since - so I don’t have any logs to show. I was hoping Plusnet would be able to tell me if there’s internet coming into the property, because the Nest units are telling me there isn’t!
Re: Sporadic drop outs the last few days
01-08-2024 1:15 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Sporadic drop outs the last few days
01-08-2024 1:55 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I was hoping Plusnet would be able to tell me if there’s internet coming into the property,
@Abcmsaj they COULD test to the ONT but given your confirmation of the led status I don't think that would achieve anything.
If you call in , they will ask you to connect your Plusnet router so that they can remotely diagnose.
Did you not get a Hub 2 when you ordered ?
I would guess (and its just a guess) that either
1) the Nest is losing the PPPoE connection and not reconnecting
2) its DNS is failing to resolve Googles servers and so it says 'no internet'
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.
Re: Sporadic drop outs the last few days
01-08-2024 2:42 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I’d already changed the DNS on the Nest from 1.1.1.1 to 8.8.8.8 and it didn’t help - what are the ISP’s DNS settings? Maybe I can try those?
Re: Sporadic drop outs the last few days
01-08-2024 4:40 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@Abcmsaj Plusnet DNS settings here https://www.plus.net/help/broadband/about-dns-server-and-website-settings/
or you can just change the PPPoE settings to 'Obtain DNS automatically'
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.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Full Fibre
- :
- Re: Sporadic drop outs the last few days