topic Re: Connection dropping in Broadband

Connection dropping

patti — Thu, 10 Aug 2023 15:48:32 GMT

Hi, Anyone else experiencing their connection dropping out intermittently since yesterday? I have reset it but wondering if there is a problem at Plusnet?

Re: Connection dropping

jab1 — Thu, 10 Aug 2023 16:47:49 GMT

@patti Are you actually on Full Fibre (FTTP) or fibre to the cabinet (FTTC)? What happens when the connection 'drops out' - does the router light change?

Re: Connection dropping

patti — Thu, 10 Aug 2023 17:35:58 GMT

Hi John,

Fibre to the Cabinet .. When the connection drops the light turns orange. It has been only in the afternoon for the last 2 days around 2 to 4 p.m happens about 3/4 times and then it's ok?

Re: Connection dropping

jab1 — Thu, 10 Aug 2023 17:57:02 GMT

OK, thanks for confirming you are on FTTC, as I thought.You obviously have a problem. my first suggestion is to follow the text below, but if they come back and say you haven't a problem, as it says at the end of that - come back and let us know, there are further options we can explore.

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: Connection dropping

Mav — Thu, 10 Aug 2023 20:22:55 GMT

Moderator's note(s):

Thread moved from Full Fibre to Broadband.

Re: Connection dropping

patti — Fri, 11 Aug 2023 13:41:46 GMT

Hi John and thank you for your help.

I tested my phone line and it's silent.

The drop has been usually between 2 and 4 pm so I'll keep and eye on it today and see what happens. Fingers crossed it will have resolved itself. If not, then I will us the link you provided to report a fault.

Again, thank you.

Patti

Re: Connection dropping

jab1 — Fri, 11 Aug 2023 13:43:08 GMT

OK - let us know what response you get.

Re: Connection dropping

James30 — Sat, 12 Aug 2023 10:41:04 GMT

@patti Hiya, I tried to give you a ring about the fault as I'm testing the connect here and it's failing and need to do a few checks inside your property. Feel free to send me some pictures on here or on a DM of the front and back of your router so I can see what we're dealing with. Cheers

Re: Connection dropping

patti — Sun, 13 Aug 2023 17:16:07 GMT

Hi James,

Thanks for calling.

It seems to be ok for the last couple of days, no drops.

I have the Router situated on a corner unit next to the line box. There is nothing electrical near it to interfere with the signal.

The camera on my phone isn't working so I cant take any pics.

I upgraded to a new Router approx 2 years ago.. sometimes the connection drops but not very often at all and only for maybe a few minutes..

Not sure if this info has helped any but I'm around on Tuesday if you want to call me.

Thanks for your helkp.

Patti

Re: Connection dropping

adamwalker — Tue, 15 Aug 2023 14:10:43 GMT

Hi there Patti, just to check the things we normally do when we go through visual checks on your set up, does the phone socket your router plugs into have two connections? (i.e one for a router and a phone) or just a single socket? Also are you using the Plusnet router we supplied and do you have any devices connected into the LAN ports on the back?

Adam

Re: Connection dropping

patti — Tue, 15 Aug 2023 14:45:41 GMT

Hi Adam,

Thanks for getting back to me.

To confirm, there are 2 connections on the phone socket. I am using the router you provided and there is also a Philips Hue bridge. The connection dropped again about 10 minutes ago for literally 2 minutes. What could it be?

Patti

Re: Connection dropping

adamwalker — Tue, 15 Aug 2023 14:57:59 GMT

Not a problem, I've just been running a more detailed line test and that shows there's a physical fault with the phone line so we'll just need to arrange an engineer visit with you next.

Can you let me know your availability in these times please?

Monday to Friday

AM = 08:00 to 13:00

PM = 13:00 to 18:00

Re: Connection dropping

patti — Tue, 15 Aug 2023 15:59:13 GMT

Hi Adam,

Thanks for your email.

Just to confirm. I'm available a.m from this coming Friday and next week onwards.

Regards

Patti

Re: Connection dropping

adamwalker — Tue, 15 Aug 2023 16:21:29 GMT

Thanks Patti, I've just sorted that out for you and added an update to the ticket. - Adam

Re: Connection dropping

patti — Tue, 15 Aug 2023 16:29:46 GMT

Great, thanks Adam.

Re: Connection dropping

adamwalker — Tue, 15 Aug 2023 16:53:32 GMT

No problem at all! I hope that gets everything sorted out for you. I'll make sure we follow things up with you as soon as we can after the visit.

Re: Connection dropping

patti — Fri, 18 Aug 2023 09:23:08 GMT

Hi Adam,

Engineer just left and when I asked him what the problem was, he said everything seemed fine. He just said keep an eye on it.

Regards

Patti

Re: Connection dropping

patti — Fri, 18 Aug 2023 14:35:27 GMT

Hi Adam,

Connection just dropped again for about a minute..

Just to let you know.

Can you check my landline again please.

Patti

Re: Connection dropping

jab1 — Fri, 18 Aug 2023 14:44:55 GMT

@patti The engineer was wrong - I suspect you need him back.

Re: Connection dropping

patti — Fri, 18 Aug 2023 14:50:59 GMT

Hi John,

You you explain further please?

Patti