Fibre broadband keeps dropping, router light goes orange

[#1]

So no engineers are doing anything today and despite a Plusnet CS staff member telling me at 12.45pm today someone will be with me within the hour, no one is now visiting my property today period? Sounds like they have given up totally. Christmas screwed AGAIN and my little 5 year old boy will be in tears he can't speak to his grandma (with dementia) via SKYPE, or be able to sing and dance to Christmas songs on YouTube and most of all, I CANT WORK FROM HOME as another engineer will look at this tomorrow (upto midnight?), if they can be bothered. Truly appalling. So what exactly did the engineer that was meant to be coming today do? What a waste if a forced day off as I couldn't home work and now you're not going o check back until the 23rd. Sheesh......

[#2]

I completely understand your concern on that front and whilst I can't guarantee that this fault will be fixed before Christmas, I wish to reassure you that we are still working with our suppliers to ensure this matter is resolved as soon as possible. I will be in touch with our suppliers again on Thursday if it transpires that the fault isn't resolved by the work being carried out tomorrow and I will be keeping an eye on things tomorrow to see if any updates come through before the end of the day.

[#3]

So, had to go and buy a £49.99 EE 4GEE mini modem thing last night from PC World / Curry's just so I could get back online and work as I couldn't do again yesterday due to having no landline or broadband / wi-fi.

Have replied to the open ticket and attached my receipt.

Openreach engineer has currently plugged some multimeter into our master socket and will be back soon.

[#4]

Thanks for getting back to us @andyt1970. I've been keeping an eye on the fault and I can see that the engineer notes from earlier on have come through. These would suggest that the fault is now resolved, however due to the nature of the fault and how it has been intermittent, I propose we keep an eye on the connection over the next couple of days to see how it performs. How does that sound to you?

[#5]

So, things have been steady with no drops since last (4th) engineer came. Using new router that Plusnet sent me. 

Hopefully this will be the end of the nightmare I (we) have endured over the last 5 weeks.

How about some confirmation please re: a credit due to me having lost so much work due to having these drop outs please, then leading to the total loss of service? I have already attached the receipt for the £49.99 EE 4GEE mint wifi gadget I have to fork out for due to not being able to work from home to the "open ticket" on this case

Thank you.

[#6]

Some stats for you:

.

[#7]

New router was only plugged in last night, hence only this showing. Noticed firmware has been updated since using this new one too.

22:58:03, 23 Dec.	( 275.350000) WAN operating mode is VDSL
22:58:03, 23 Dec.	( 275.350000) Last WAN operating mode was VDSL
22:58:01, 23 Dec.	( 274.220000) PPP IPCP Receive Configuration ACK
22:58:01, 23 Dec.	( 274.210000) PPP IPCP Send Configuration Request
22:58:01, 23 Dec.	( 274.200000) PPP IPCP Receive Configuration NAK
22:58:01, 23 Dec.	( 274.200000) PPP IPCP Send Configuration ACK
22:58:01, 23 Dec.	( 274.200000) PPP IPCP Receive Configuration Request
22:58:01, 23 Dec.	( 273.930000) PPP IPCP Send Configuration Request
22:58:00, 23 Dec.	( 272.990000) PPPoE is up -​ Down Rate=79904Kbps, Up Rate=19999Kbps; SNR Margin Down=5.2dB, Up=15.3dB
22:58:00, 23 Dec.	( 272.980000) CHAP authentication successful
22:58:00, 23 Dec.	( 272.940000) CHAP Receive Challenge
22:58:00, 23 Dec.	( 272.940000) Starting CHAP authentication with peer
22:58:00, 23 Dec.	( 272.940000) PPP LCP Receive Configuration ACK
22:58:00, 23 Dec.	( 272.940000) PPP LCP Send Configuration Request
22:58:00, 23 Dec.	( 272.930000) PPP LCP Receive Configuration Reject
22:58:00, 23 Dec.	( 272.930000) PPP LCP Send Configuration ACK
22:58:00, 23 Dec.	( 272.930000) PPP LCP Receive Configuration Request
22:58:00, 23 Dec.	( 272.930000) PPP LCP Send Configuration Request
22:57:59, 23 Dec.	( 272.150000) PPPoE is down after 2 minutes uptime [In Progress...]
22:57:56, 23 Dec.	( 268.940000) PPP LCP Send Termination Request [User request]
22:55:39, 23 Dec.	( 131.810000) WAN operating mode is VDSL
22:55:38, 23 Dec.	( 130.710000) PPP IPCP Receive Configuration ACK
22:55:37, 23 Dec.	( 130.580000) PPP IPCP Send Configuration Request
22:55:37, 23 Dec.	( 130.570000) PPP IPCP Receive Configuration NAK
22:55:37, 23 Dec.	( 130.570000) PPP IPCP Send Configuration ACK
22:55:37, 23 Dec.	( 130.560000) PPP IPCP Receive Configuration Request
22:55:37, 23 Dec.	( 130.550000) PPP IPCP Send Configuration Request
22:55:37, 23 Dec.	( 129.640000) PPPoE is up -​ Down Rate=79904Kbps, Up Rate=19999Kbps; SNR Margin Down=5.2dB, Up=15.3dB
22:55:37, 23 Dec.	( 129.630000) CHAP authentication successful
22:55:36, 23 Dec.	( 129.430000) CHAP Receive Challenge
22:55:36, 23 Dec.	( 129.430000) Starting CHAP authentication with peer
22:55:36, 23 Dec.	( 129.430000) PPP LCP Receive Configuration ACK
22:55:36, 23 Dec.	( 129.420000) PPP LCP Send Configuration ACK
22:55:36, 23 Dec.	( 129.420000) PPP LCP Send Configuration Request
22:55:36, 23 Dec.	( 129.410000) PPP LCP Receive Configuration Request
22:55:36, 23 Dec.	( 129.300000) CHAP Receive Challenge
22:55:36, 23 Dec.	( 129.300000) Starting CHAP authentication with peer
22:55:36, 23 Dec.	( 129.300000) PPP LCP Receive Configuration ACK
22:55:36, 23 Dec.	( 129.290000) PPP LCP Send Configuration Request
22:55:36, 23 Dec.	( 129.290000) PPP LCP Receive Configuration Reject
22:55:36, 23 Dec.	( 129.290000) PPP LCP Send Configuration ACK
22:55:36, 23 Dec.	( 129.280000) PPP LCP Receive Configuration Request
22:55:36, 23 Dec.	( 129.280000) PPP LCP Send Configuration Request
22:54:47, 23 Dec.	( 80.490000) PTM over DSL is up
22:53:59, 23 Dec.	( 32.570000) WAN Auto-​sensing running.
00:00:31, 08 Nov.	( 32.090000) WAN Auto-​sensing running.

[#8]

@andyt1970 Looking better - hope it stays that way. 👍 As to the F/W - ithat Help desk page says you are still on the buggy .263 version, the newest is .289.1.3

[#9]

I've just gone and cursed it

Connection dropped......

[#10]

😭

[#11]

[#12]

It's bad enough having to home work on Christmas Eve when my 5 year wants me to play with him and have fun, but to have a drop out after ALL OF THIS

.

What's happening at 2.36pm?

14:37:48, 24 Dec.	(56660.860000) WAN operating mode is VDSL
14:37:48, 24 Dec.	(56660.860000) Last WAN operating mode was VDSL
14:37:47, 24 Dec.	(56659.420000) PPP IPCP Receive Configuration ACK
14:37:47, 24 Dec.	(56659.410000) PPP IPCP Send Configuration Request
14:37:47, 24 Dec.	(56659.400000) PPP IPCP Receive Configuration NAK
14:37:47, 24 Dec.	(56659.400000) PPP IPCP Send Configuration ACK
14:37:47, 24 Dec.	(56659.390000) PPP IPCP Receive Configuration Request
14:37:47, 24 Dec.	(56659.380000) PPP IPCP Send Configuration Request
14:37:45, 24 Dec.	(56658.090000) PPPoE is up -​ Down Rate=79904Kbps, Up Rate=19999Kbps; SNR Margin Down=5.1dB, Up=15.3dB
14:37:45, 24 Dec.	(56658.070000) CHAP authentication successful
14:37:45, 24 Dec.	(56658.040000) CHAP Receive Challenge
14:37:45, 24 Dec.	(56658.040000) Starting CHAP authentication with peer
14:37:45, 24 Dec.	(56658.040000) PPP LCP Receive Configuration ACK
14:37:45, 24 Dec.	(56658.030000) PPP LCP Send Configuration Request
14:37:45, 24 Dec.	(56658.030000) PPP LCP Receive Configuration Reject
14:37:45, 24 Dec.	(56658.030000) PPP LCP Send Configuration ACK
14:37:45, 24 Dec.	(56658.020000) PPP LCP Receive Configuration Request
14:37:45, 24 Dec.	(56658.020000) PPP LCP Send Configuration Request
14:36:56, 24 Dec.	(56608.400000) PTM over DSL is up
14:36:20, 24 Dec.	(56572.520000) PTM over DSL is down after 941 minutes uptime
14:36:20, 24 Dec.	(56572.510000) PPPoE is down after 938 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
14:36:17, 24 Dec.	(56569.840000) PPP LCP Send Termination Request [User request]
22:58:03, 23 Dec.	( 275.350000) WAN operating mode is VDSL
22:58:03, 23 Dec.	( 275.350000) Last WAN operating mode was VDSL
22:58:01, 23 Dec.	( 274.220000) PPP IPCP Receive Configuration ACK
22:58:01, 23 Dec.	( 274.210000) PPP IPCP Send Configuration Request
22:58:01, 23 Dec.	( 274.200000) PPP IPCP Receive Configuration NAK
22:58:01, 23 Dec.	( 274.200000) PPP IPCP Send Configuration ACK
22:58:01, 23 Dec.	( 274.200000) PPP IPCP Receive Configuration Request
22:58:01, 23 Dec.	( 273.930000) PPP IPCP Send Configuration Request
22:58:00, 23 Dec.	( 272.990000) PPPoE is up -​ Down Rate=79904Kbps, Up Rate=19999Kbps; SNR Margin Down=5.2dB, Up=15.3dB
22:58:00, 23 Dec.	( 272.980000) CHAP authentication successful
22:58:00, 23 Dec.	( 272.940000) CHAP Receive Challenge
22:58:00, 23 Dec.	( 272.940000) Starting CHAP authentication with peer
22:58:00, 23 Dec.	( 272.940000) PPP LCP Receive Configuration ACK
22:58:00, 23 Dec.	( 272.940000) PPP LCP Send Configuration Request
22:58:00, 23 Dec.	( 272.930000) PPP LCP Receive Configuration Reject
22:58:00, 23 Dec.	( 272.930000) PPP LCP Send Configuration ACK
22:58:00, 23 Dec.	( 272.930000) PPP LCP Receive Configuration Request
22:58:00, 23 Dec.	( 272.930000) PPP LCP Send Configuration Request
22:57:59, 23 Dec.	( 272.150000) PPPoE is down after 2 minutes uptime [In Progress...]
22:57:56, 23 Dec.	( 268.940000) PPP LCP Send Termination Request [User request]
22:55:39, 23 Dec.	( 131.810000) WAN operating mode is VDSL
22:55:38, 23 Dec.	( 130.710000) PPP IPCP Receive Configuration ACK
22:55:37, 23 Dec.	( 130.580000) PPP IPCP Send Configuration Request
22:55:37, 23 Dec.	( 130.570000) PPP IPCP Receive Configuration NAK
22:55:37, 23 Dec.	( 130.570000) PPP IPCP Send Configuration ACK
22:55:37, 23 Dec.	( 130.560000) PPP IPCP Receive Configuration Request
22:55:37, 23 Dec.	( 130.550000) PPP IPCP Send Configuration Request
22:55:37, 23 Dec.	( 129.640000) PPPoE is up -​ Down Rate=79904Kbps, Up Rate=19999Kbps; SNR Margin Down=5.2dB, Up=15.3dB
22:55:37, 23 Dec.	( 129.630000) CHAP authentication successful
22:55:36, 23 Dec.	( 129.430000) CHAP Receive Challenge
22:55:36, 23 Dec.	( 129.430000) Starting CHAP authentication with peer
22:55:36, 23 Dec.	( 129.430000) PPP LCP Receive Configuration ACK
22:55:36, 23 Dec.	( 129.420000) PPP LCP Send Configuration ACK
22:55:36, 23 Dec.	( 129.420000) PPP LCP Send Configuration Request
22:55:36, 23 Dec.	( 129.410000) PPP LCP Receive Configuration Request
22:55:36, 23 Dec.	( 129.300000) CHAP Receive Challenge
22:55:36, 23 Dec.	( 129.300000) Starting CHAP authentication with peer
22:55:36, 23 Dec.	( 129.300000) PPP LCP Receive Configuration ACK
22:55:36, 23 Dec.	( 129.290000) PPP LCP Send Configuration Request
22:55:36, 23 Dec.	( 129.290000) PPP LCP Receive Configuration Reject
22:55:36, 23 Dec.	( 129.290000) PPP LCP Send Configuration ACK
22:55:36, 23 Dec.	( 129.280000) PPP LCP Receive Configuration Request
22:55:36, 23 Dec.	( 129.280000) PPP LCP Send Configuration Request
22:54:47, 23 Dec.	( 80.490000) PTM over DSL is up
22:53:59, 23 Dec.	( 32.570000) WAN Auto-​sensing running.
00:00:31, 08 Nov.	( 32.090000) WAN Auto-​sensing running.

[#13]

I'm sorry to see that the connection has dropped again this afternoon @andyt1970. If I've read through the thread properly, this is with the new router we'd sent you, correct? If so, we may need to consider booking another engineer appointment to investigate further. In the meantime, are you still able to connect using your 4G Wi-Fi dongle?

[#14]

I have replied to the open ticket as requested, thank you.

[#15]

Thanks @andyt1970

Alex is currently off work but will review the case with you upon their return and get back to you with a further response.

Should you experience any further issues in the meantime, please do just get back to us.