Fibre broadband keeps dropping, router light goes orange

[#1]

Hi, please can someone help. I am a remoter worker and have been working from home these past 18 months or so. Today my fibre broadband cut me off and the connection was totally lost (ethernet). The router light went from the usual blue one to orange and flashed, then after a few minutes my connection was restored (light went blue again). This has happened 3 times today so far. Please can someone look into this? The software I use is web based and it is so infuriating when I lose what I am doing. Also I am inducting a new team member using my works laptop (via wi-fi) using Micosoft Teams and i can't have a connection that keeps dropping. Please run tests or whatever you need to do and reply, PLEASE.

[#2]

This is the error message I get on my works laptop (using wi-fi) and also similar on this desktop PC (ethernet).

[#3]

Plusnet Hub One | Software version 4.7.5.1.83.8.289.1.1 | Last updated 07/07/21

[#4]

[#5]

Just happened AGAIN, 3.08pm. Loses connection and orange light is flashing / blinking, then goes orange, then blinks/flashes orange again then 3-4 minutes later blue light comes back on.

Aaaargh 😫

[#6]

@andyt1970 Apart from your first picture, which suggests the issue is with the Anyconnect service as your other posts don't show any issues, is it possible to post the Hub Help Desk page, and the WAN log from the Hub?

[#7]

4.10pm just happened AGAIN

Works laptop lost wi-fi connection and my desktop PC (ethernet) went dead. Blue light went orange (solid) then after a minute went blue and connection restored. Everytime this happens when homeworking on my desktop PC it interrupts the Remote Desktop Connection and I get logged out my works software, then have to wait 15 minutes for it to log me off before I can log on again. What is happening PLEASE?

jab1 - what do you require from the the Hub Help Desk page, and how do I get/post the WAN log please? Thank you for answering by the way.

[#8]

@andyt1970 A picture paints a thousand words.

Andy - the Help Desk page in its entirety with personal info redacted, and the WAN log is under the Event Log tab in that picture.

[#9]

Moderators Note
This topic has been moved from Fibre Broadband to My Router.

[#10]

Hello @andyt1970

Thanks a lot for reaching out and I'm really sorry to see how intermittent the connection has been today. I'll pop a visual radius onto this post which will show the amount if disconnections you've been having, not good!

Weirdly though, tests on the line aren't picking up any underlying fault with the network, other than a Bridge Tap. A Bridge Tap is usually detected when there are defects with the internal wiring, or the wiring around the perimeter of your property. Going forward, are you able to remove the faceplate from your master socket, and connect your router directly into the test socket which lies behind it? Also, please avoid using any extension cables / sockets between the master socket and the router.

See how you get on, and reach out if things do not improve.

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	74.5 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	472.9
Upstream Rate Assessment	Very Good
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	2021-11-02T19:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	73.4 Mbps	76.2 Mbps	75.4 Mbps
Up Stream Line Rate	14.9 Mbps	20.0 Mbps	19.9 Mbps
Up Time	794.0 Sec	900.0 Sec	899.4 Sec
Retrains	0.0	3.0	0.0

Radius

[#11]

Not sure exactly what info you need but hope this helps?

[#12]

Andy, thanks for that. The Help desk tab indicates that you are having a lot of disconnections, but unfortunately the WAN logs are too small for me to read. If you still have them, could you post them as attachments, then I may be able to magnify them?

[#13]

How do I attach without it being in the body of this reply?

[#14]

.

[#15]

@jab1 @andyt1970  I have managed to view them with some magnification, and as jab1 says the line is dropping frequently with the infamous log message "PPP LCP send termination request (User Request)" which isn't a user request at all, just the modem reporting that the line has dropped. Certainly looks like a line fault is in play.