topic Re: Connection dropping multiple times every day. in Broadband

Connection dropping multiple times every day.

Keeden501 — Thu, 23 Sep 2021 20:25:57 GMT

So I swapped to plusnet almost a year ago I think. Since day one the connection has dropped out atleast once a day. I've talked to the support team for months, got a new router, had the engineer out twice but nothing is fixing the issue. Tonight the connection has dropped 5 times in the past hour, make that 6 as I'm typing this. I'm honestly getting pretty close to just buying out of the contract but thought I would try here to see if anyone has any advice with this.

I've heard that the plusnet router is infamous for this kind of issue so should I get a new router maybe?

Re: Connection dropping multiple times every day.

Mustrum — Thu, 23 Sep 2021 20:49:17 GMT

Is it the connection to broadband that drops, or the connection to WiFi?

If broadband, then keep up the fault reports to PN.

If WiFi a BT HH6 from the well known auction site can be a cheap fix, but there are plenty of decent modem/routers available depending on your budget and requirements.

Re: Connection dropping multiple times every day.

Keeden501 — Fri, 24 Sep 2021 09:04:58 GMT

Yeah it is the connection itself. The router flashes orange for around 5 minutes then comes back on. Most everything in the house is wired anyway.
Frustrating.

Re: Connection dropping multiple times every day.

LaurenB — Fri, 24 Sep 2021 09:21:00 GMT

Hiya @Keeden501, thanks for getting in touch. I am sorry for the issues with your service and for the inconvenience caused.

I can see there were a high number of drops occur yesterday evening (see image below) but our testing hasn't highlighted what may have caused this.

I would advise to have a run through our troubleshooting here: https://www.plus.net/help/broadband/connection-troubleshooting/ and connect to the test socket for the time being as shown here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242 to rule out any internal causes.

Should this not the resolve the issue, we will need to look at sending an engineer. If you update the ticket here: https://www.plus.net/wizard/?p=view_question&id=217874550 we can get that progressed for you.