topic Re: Plusnet Hub 1 Issues in Broadband

Plusnet Hub 1 Issues

mrbones1 — Sun, 30 Jan 2022 12:02:31 GMT

Does anyone else have issues with Plusnet Hub 1? Whilst browsing web pages and using apps the internet seems sporadic at best. It seems as though I'm getting packet loss on a regular basis. Its almost impossible streaming anything via wireless but I can a smooth stream via TP link with the occasional drop off with live sport.

Prior to this I've been with BT and Sky and not had any issues with the router/internet at any point.

I've done all the tests on the line (attached). Has anyway found a way to overcome this?

Any help would be great!

Re: Plusnet Hub 1 Issues

jab1 — Sun, 30 Jan 2022 12:11:39 GMT

@mrbones1 This is not an issue with the Hub1, it is an issue with the line. Please check your phone-line for noise:-

dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

Re: Plusnet Hub 1 Issues

LaurenB — Mon, 31 Jan 2022 08:58:13 GMT

Hiya @mrbones1, thanks for getting in touch. I am really sorry for the issues with your service! I have tested your line and this has detected a fault in the network, so we will need to look at sending an engineer for you.

I have created a fault ticket here for you with the next steps in getting this sorted for you: https://www.plus.net/wizard/?p=view_question&id=221575321. If you add a reply, just give us a nudge on here and I'll get that picked up and progressed for you.

Re: Plusnet Hub 1 Issues

mrbones1 — Tue, 01 Feb 2022 05:31:35 GMT

Hi Lauren
Thank you for getting back to me do quickly. If you could book in an engineer that would be great.

Re: Plusnet Hub 1 Issues

mrbones1 — Tue, 01 Feb 2022 05:33:36 GMT

Thank you for your advice. I don't have a home phone so bought the cheapest one I could find!
Now that I know this I can check if there is a fault on the line a bit quicker.

Re: Plusnet Hub 1 Issues

LaurenB — Tue, 01 Feb 2022 08:18:30 GMT

Thanks for getting back to me @mrbones1, I'm not seeing a reply on the ticket with your availability. Can you please add a reply here: https://www.plus.net/wizard/?p=view_question&id=221575321 and give me a nudge once done?

Re: Plusnet Hub 1 Issues

mrbones1 — Tue, 01 Feb 2022 08:37:46 GMT

Apologies I missed that from response!

My partner is free every Thursday/Friday so if we could schedule it for one of those days that would be great.

Many thanks

Re: Plusnet Hub 1 Issues

LaurenB — Tue, 01 Feb 2022 11:43:10 GMT

Thanks for getting back to me, we're not able to book appointments via request on the forums I'm afraid and need this provided on the account (as this passes security checks).

Can you please add a reply on the ticket I've linked above with the availability so I can get this arranged for you? In case you are having issues replying on the ticket, I have sent a text you can reply to also.

Re: Plusnet Hub 1 Issues

Townman — Thu, 03 Feb 2022 11:01:34 GMT

@mrbones1 wrote:
Thank you for your advice. I don't have a home phone so bought the cheapest one I could find!
Now that I know this I can check if there is a fault on the line a bit quicker.

My partner is free every Thursday/Friday so if we could schedule it for one of those days that would be great.

Indeed a hand set is an ESSENTAL diagnostic tool which as you rightly suggest will for many issue save everyone a substantial amount of time. There are line error conditions which do not lend themselves to being detected by the remote tests - especially intermittent ones, which are responsible for a significant number of broadband service issues.

Plusnet cannot accept engineer bookings via the forum - you need to update the fault report ticket on your account by the link provided by @LaurenB above. Note that the faults management is undertaken by a different team using the faults ticket system, not via this forum.

Re: Plusnet Hub 1 Issues

LaurenB — Thu, 03 Feb 2022 13:52:50 GMT

Hiya @mrbones1, it looks like our faults team have beat me to your response and booked the engineer for you

If you add a reply on the ticket at any point, feel free to give us a nudge on here and we can pick it up for you. if you have any further queries in the meantime, please just let us know.