topic Broadband constantly dropping in Broadband

Broadband constantly dropping

Sovoth — Sat, 25 Jun 2022 17:23:45 GMT

My Plusnet broadband has been dropping constantly on a daily basis multiple times per day for several months now. It's becoming highly frustrating trying to work from home.

Router light keeps turning orange, sometimes flashing and stays like this on and off each day, even after I've restarted it multiple times.

Had a new router sent and installed a few months ago to try and resolve the problem but this has not helped.

If this cannot be fixed I'll need to change supplier to a more stable connection

Re: Broadband constantly dropping

jab1 — Sat, 25 Jun 2022 17:32:22 GMT

Welcome to the forums, @Sovoth . You are unlikely to get a response from PN Help Team staff over the weekend, but if you would like help from the Community:

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also 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 your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.

Re: Broadband constantly dropping

Gandalf — Tue, 28 Jun 2022 13:40:30 GMT

Hi there,

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

I've tested your line today and the tests are showing an "Impairment in copper joint detected most likely close to customer premises." so I'd like to arrange an Openreach engineer to fix that.

When would you be available for a visit?

The engineers are available weekday timeslots (and occasionally Saturday's) of 8am to 1pm or 1pm to 6pm.

For future ref, you can text us to report a fault by following the steps here https://www.plus.net/help/report-a-problem/ and in a lot of cases, we'll automatically arrange an engineer with you there and then or we'll call you back to help further.