topic Re: Broadband signal dropoffs in Broadband

Broadband signal dropoffs

BoiWunda17 — Sat, 22 Apr 2023 10:07:10 GMT

Broadband just cuts out semi regularly for around 5 minutes at a time. There is no pattern, it can be 5 times a day, or sometimes not at all for that day, just cuts out, flashes orange for 5ish minutes, and comes back on.

Re: Broadband signal dropoffs

jab1 — Sat, 22 Apr 2023 10:10:00 GMT

@BoiWunda17 Welcome to the forums.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

Re: Broadband signal dropoffs

BoiWunda17 — Sat, 22 Apr 2023 10:11:59 GMT

I don't have a house phone to do that with. I've been on the phone to Plusnet about this months ago. Typically, as I phoned them it stopped and never happened again until about two weeks ago.

Re: Broadband signal dropoffs

jab1 — Sat, 22 Apr 2023 10:17:30 GMT

OK, but a basic corded phone is a very useful tool while ever you are on an ADSL/FTTC connection.

It may be an idea to follow the below:

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

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 (with the 'Username' obscured) 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 you are unsure about any of the above, please just ask - I am happy to help.