Internet Disconnecting Every Few Days

For the last few weeks I've had trouble with not being able to connect to the internet but as soon as I swop out a router it works for a few days, and then that router goes off and I have to swop out again. On the Plusnet router it was showing a red light, so phoned up plusnet and they said the line was fine, but they'll do some checks, in the meantime I switched routers again, and the internet worked. This keeps happening, over and over again. I've also noticed that when the internet is going down my uploads speed drops to about 0.5 I'm on 80Mbs down 20Mbps up.
Last week it went down again, so Plusnet said they'd send me a new router, plugged the new router in on Saturday, and on Sunday the internet went down, phoned up Plusnet and they said they could see my internet was disconnected, so they agreed to send out an engineer. In the meantime I swopped routers again, and my internet came on.
Openreach Engineer came yesterday, but couldn't find any fault, but moved my Master Socket next to my hub/router etc, a very nice man.
Last night about 9 hours after the enginner came, the internet dsconnected again, this time the upload speed was 0.2Mbs, so I'm convinced it must have something to do with this, but I haven't got a clue what is happenng and why when I swop out routers the internet works for a few days and then goes off again.
Any help or advice, much apprecated and thanks for reading
Marie

When this happens, is the downstream still in sync as well as the low upstream? Is that low upstream the sync, or is something actually going through at that speed?

What I'm trying to establish is whether you are still connected to the cabinet and it is further into the BT Wholesale/Plusnet system the failure is occurring, or whether it is between you and the cabinet.

When swapping routers, are you also swapping the power cable/plug, DSL cable and any ethernet cables?

Are connecting wired or wirelessly to the router?

Finally, at a guess you have an Openreach modem? Or did you join after those were withdrawn from new issue?

Yes, the down stream seems fine, I've become an expert at knowing now when it's going to disconnect, because the internet slows to a crawl, ie can't load pages etc and then my up speed goes so low and it disconnects.

All I change when I swap routers, is my power supply, and I never thought of changing anything else, ethernet cable etc,( I must try that next time,)

Yes, I have a Openreach modem, I've also checked that when my line is going down, and the 3 green lights are all on.

And my router/modem are next to the master socket, so no interference from extensions etc.

Thanks for your reply, I'm completely baffled by this one, especially when I can swap routers and the new one works fine for a while.

I had a rock solid line, until I believe, G,inp (whatever that is) was enabled on my line. I contacted PN about it and they were worse than useless. However, my router is now reporting that G.inp is now no longer active and my line has stabilised again. Not sure if that could be a problem with you?

When the engineer came yesterday he said my line tested at 72Mbps and that everything was okay. But he didn't like that my master socket was in the hall, so he changed the drop line and installed a new master socket next to my modem/router, he was one of the best engineers I've ever had, very nice and friendly, although he couldn't help with my disconnections..lol

As for G,inp never heard of that, and how would i know if it was enabled?

Thanks for the reply

Marie

http://www.kitz.co.uk/adsl/retransmission.htm

Just incase it comes back again

I don't know what it is or what it does, but apparently BT are rolling it out across the network and it has been causing issues. I have a Billion router that shows when it is on, not sure if the PN router has the ability in the stats to report it.

Mark

Plug in one router, stick with that one router. When it goes offline ring PN and raise a fault, with it offline.It is their job to fix it. Remember most users only have one router, not multiple, hence this would normally get reported as a fault right away by the majority of households.

Edited by ukhardy07 (Wed 11-May-16 17:43:56)

In reply to a post by Discus:

I don't know what it is or what it does,

The link in the immediately preceding post explains what it is and what it does.

Hi
This wasn't the first time I had called PlusNet with the same fault, but they decided it was my router, so they sent me their new shiney one, which I plugged in on Saturday, have you seen the new one with all the flashing lights, it was like a Christmas tree on Sunday, Green, Blue, Orange, and then back to Blue, Green, Orange, occasional red and then finally Orange and it stayed on that one.

So, I left it off on Sunday when I phoned PlusNet so that they could see that my line wasn't connected to the internet, but unfortunately I have an autistic son and he get's pretty upset and agitated when the internet goes down, and he certainly couldn't wait until Tuesday for the engineer to call.

But I know what you mean about leaving it off, but I just couldn't do that

Thanks for your reply

Didn't realise it was called retransmission as well, reading now

You want to get the fault demonstrable to the engineer and to plusnet for sure.

The new hub as far as I am aware is just a BT HomeHub 5A rebranded to say plusnet on it. The lights are nothing compared to the virginmedia superhub 1, which had a blue light so strong, that flashed so often, it could have been a disco light!

It does seem a very strange issue, rebooting your own router does not fix it?

Hi
No rebooting the router doesn't fix it, it only works when I plug in a different router, I've even gone back to the bog standard firmware for my ASUS, just to make sure it wasn't anything in Merlins firmware that was messing it up and my new PlusNet router is just as it came.


What would cause my up speed to drop from 19Mbps to 0.5Mbps, this is the problem and I have no answers.

Thanks for your help

Does the sync drop to 0.5Mbps? Does the line drop entirely or just become this slow?

In reply to a post by mariegriff64:

Yes, I have a Openreach modem, I've also checked that when my line is going down, and the 3 green lights are all on.

When you swap the router, do you do anything to the modem? In particular do you power that off or reboot it?

Or do you leave it alone and just plug the replacement router into it and the speed comes back?

Hi
It becomes slow, taking ages to load webpages, and that's if it succeeds. If I catch it in time as it starts to slow down I can do a speed test, and it shows that the up load syncs at 0.5Mbps and then it just drops completely and I can't connect to the internet

Edited by deleted (Wed 11-May-16 22:09:02)

The first few times it happened I just plugged another router back in, but this morning I switched the modem off for 10 minutes, before I swapped the router.

At first I thought it was the router that was the problem, so I just swapped it for another, but then when that one went off also, I then realised that it wasn't that simple, and I had a fault somewhere, but where no-one knows.

So, I live in hope....lol

Thanks

Just to clarify, leaving the modem alone, simply swapping the router causes the speed to increase again.

This means there is nothing wrong with the sync. The FTTC is not disconnecting. It is a loss of the PPP session it seems if the "internet" light on the Plusnet router turns red.

Have you tried just turning the router off for the time it takes to swap them, but then just turning it back on without a swap? As opposed to the reboots of it you say you have done.

If router power off for a few minutes restores the speed this helps diagnose where the problem could be. I'm beginning to suspect where your fibre circuit is handed over to BT Wholesale at the exchange.

Edited by RobertoS (Wed 11-May-16 23:37:12)

Just to rule out the modem. connect your new plusnet hub directly to the phone line and do not use the modem... The new plusnet hub has a modem built in. Have you tried this?

Hi
At first I tried just turning the router off, leaving it and the plugging in back in, but this didn't seem to work, so I just changed router and the internet came back on, so I've just carried on doing that.

I've just read about PPP session and this seems to fit with what I'm experiencing, everything showing as connected, but I'm not.

Next time it happens, I'll try turning the router off and connecting the same one to see if it works.

Thanks for your help

Marie

Hi
No, I didn't know that the new shiney router is a modem as well, so I'll definately try that next time it disconnects.


At the moment, the internet is on and all's good, (you can't believe the relief I have by saying that)

My download is a bit low, but my pings have returned to normal, and my up speed is super.

[IMG]http://www.speedtest.net/result/5319118828.png[/IMG]"]

Just connect up the router now, this way if it goes down, you know there's an issue - if not that's fantastic.

PN will have expected you not to be using the modem when they sent out the replacement. In fact it was probably the point of the whole exercise.

In reply to a post by ukhardy07:

.PN will have expected you not to be using the modem when they sent out the replacement. In fact it was probably the point of the whole exercise.

Well, I wish they would have told me that, and I missed it in the booklet, Doh..

Hopefully, fingers crossed that may sort it out,..

But I still don't understand why my up speed drops.

Thanks for your help, appreciate it

Marie

Well, that didn't last long, the internet disconnected again last night at 23.45, lights on the router orange. So this morning, I just unpluged the router for 15 mins, and plugged it back in (didn't change routers) and still no connection.

Phoned PlusNet he said it disconnected at 23.45, reconnected at 01.30 and then disconnected again at 0700, yet the line looks fine on their end, so they don't know why, although I did tell them that my up load speed drops to zero.

So, another engineer coming out, on Monday.

Now, the killer, I left it as long as I could, but I had to try another router, so I swopped out the routers, and yes, the new router connected straight away.

Completely baffled as to why swopping out routers works, (well for a couple of days anyway) but it does.

So, I'll wait and see what the engineer has to say.

Thanks

Marie