topic Re: Internet connection dropping in Broadband

Internet connection dropping

tdliedtke — Sat, 06 Nov 2021 15:01:52 GMT

I have an issue with my router disconnecting randomly. This started yesterday afternoon. The connection stays up sometimes only for a few seconds at other times for 20 minutes or so. I have rebooted the Router and the PCs, but that seems to make no difference.

Re: Internet connection dropping

jab1 — Sat, 06 Nov 2021 15:11:53 GMT

Welcome to the forums, @tdliedtke . You have posted on the ADSL board - are you on ADSL or FTTC?

The two technologies require different approaches.

Re: Internet connection dropping

tdliedtke — Sat, 06 Nov 2021 15:25:05 GMT

I am on ADSL

Re: Internet connection dropping

jab1 — Sat, 06 Nov 2021 15:29:06 GMT

OK - had to ask, though, as most seem to be on FTTC and quite often post on the wrong board.

First things first. It may be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of you phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

Re: Internet connection dropping

tdliedtke — Sat, 06 Nov 2021 18:11:30 GMT

I did the "Quiet Line Test", that came up all good, no noise on the line. But the connection seems to have settled again (for now)

Re: Internet connection dropping

jab1 — Sat, 06 Nov 2021 18:29:41 GMT

OK - keep your eye on it and report back if things go pear-shaped again.

Re: Internet connection dropping

LaurenB — Mon, 08 Nov 2021 08:49:37 GMT

Hiya @tdliedtke, I'm sorry for the delay in getting back to you and for the issues with your service!

I can certainly see there was a period on Saturday with a large amount of drops (the drops this morning are from the tests I have ran):

http://visualradius.plus.net/visualradius/generated/image16363612414760.png

Testing your line today has detected an external phone line fault. I have now raised this to our suppliers for further investigation and we can expect to have further updates within 48-72 hours, though it may be resolved before then.

I am very sorry for any inconvenience this causes in the meantime.

I have created a fault ticket here: https://www.plus.net/wizard/?p=view_question&id=219425509 and just get back to us if you need any further support in the meantime.

Re: Internet connection dropping

tdliedtke — Wed, 10 Nov 2021 16:41:14 GMT

I am still experiencing occasional drops, which makes working from home rather difficult as I need to reboot and reconnect to my employers network from scratch after every instance. On top of that I have now also been without access to my email all day. This is not really an acceptable level of service.

Re: Internet connection dropping

TheMightyAJ — Wed, 10 Nov 2021 20:02:09 GMT

Hi @tdliedtke,

I'm sorry to hear the issues haven't been resolved as of yet. I've taken a look into this tonight and have raised a response via the open fault ticket on the account, which can be accessed here. Once you've had the chance to read and respond to the fault ticket, please let us know and we'll pick this back up for review as soon as possible.

Re: Internet connection dropping

diddlyf — Thu, 11 Nov 2021 11:22:16 GMT

Hi, I am having exactly the same problem , following the webmail problems over the last couple of days I now have webmail back, albeit hit and miss. But also now my internet keeps dropping out. Done all of the usual checks and resets to be told there is no problem. Tried to report a fault but once I press the Broadband button it tell me it cannot connect "insecure site ??".

Similar thing happened last year and I was talked into having a new router which came with a two year contract ( wish I hadn.t done that now.

Wil be leaving Plusnet after eight years, as soon as this contract is up.

Re: Internet connection dropping

jab1 — Thu, 11 Nov 2021 11:41:02 GMT

@diddlyf It is not recommended to 'piggy-back' other Community members posts - it makes it difficult for anyone trying to help to follow the topic, and ensure the right details are passed to the right recipient.

Re: Internet connection dropping

Gandalf — Thu, 11 Nov 2021 16:08:03 GMT

Thanks for your post @diddlyf

I'm really sorry to see you're having issues with your connection.

I've tested your line today and the tests are showing what's known as a high resistance fault somewhere we'd need to arrange an Openreach engineer visit with you to investigate further and resolve.

Can you reply to the ticket I've logged on your account Here or the text we've sent with when you'll be free for a visit?

If you can post back when you've responded, I'll make sure we book the engineer as soon as we can.

[edit]

Openreach have identified the high resistance fault to be potentially external so at this stage they're investigating further, which means we don't yet and may not need to arrange a visit with you. We'll provide an update as soon as we know more.

Re: Internet connection dropping

diddlyf — Fri, 12 Nov 2021 12:34:15 GMT

HI, The internet dropping out problem has now been resolved by Openreach, it was a local fault in the town. I was unfortunate that it coincided with the webmail issue ( which is still ongoing ) Thanks for your help.

Re: Internet connection dropping

adam945 — Fri, 12 Nov 2021 15:16:46 GMT

Glad to hear that your connection has now been sorted @diddlyf - we'll get the email issue fixed as soon as we can.

Feel free to reach out if you have any further queries at all.

Re: Internet connection dropping

tdliedtke — Sat, 27 Nov 2021 11:49:39 GMT

Here we go again!

Connection is dropping again every few minutes at the moment.

Re: Internet connection dropping

diddlyf — Sat, 27 Nov 2021 12:46:30 GMT

HI! , Mine was sorted after plusnet contacted Openreach , The guy checked my home connection, then the connection on the pole in the street, eventually found a fault in one of the "green boxes" in the town. It's been fine ever since, so the fact that it happened at the same time as plusnet were having issues with webmail, was pure coincidence.Plusnet were great and even contacted me and checked all connections a few days later.

Re: Internet connection dropping

Gandalf — Sat, 27 Nov 2021 15:23:49 GMT

Thanks for getting back to us @tdliedtke

I'm sorry to see you're having issues with your connection.

I can see on the 10th November we asked you for your availability for an engineer to visit you so we could investigate further. We've asked this because an engineer's identified a fault underground but requires access to track & locate the fault. As we didn't hear back from you, the support ticket had closed after 14 days due to inactivity.

Could you raise a new fault ticket at faults.plus.net and post back once you've done so?

We'll then pick this back up as soon as we can and contact you so we can book an engineer visit.

Re: Internet connection dropping

tdliedtke — Sun, 28 Nov 2021 10:55:09 GMT

Hi @Gandalf ,

I have raised a new ticket. I missed the email requesting a time slot, but at the time it seemed the issue was resolved. But when I checked the router logs again I could see that we were still experiencing drops, but mainly at a time when we didn't notice it.

Re: Internet connection dropping

Gandalf — Sun, 28 Nov 2021 14:18:47 GMT

Thanks for raising the ticket @tdliedtke

No problem, I've updated it now. Could you reply by going Here?

If you can post back afterwards to let me know, I'll make sure we book the engineer visit as soon as we can.

Re: Internet connection dropping

tdliedtke — Mon, 29 Nov 2021 08:44:04 GMT

Hi @Gandalf ,

I have replied to the ticket and offered either Wed 01/12/21 08:00 -13:00, Thu 02/12/21 08:00 - 13:00, or Fri 03/12/21 08:00 - 13:00.