topic Re: Broadband Regularly Dropping in Broadband

Broadband Regularly Dropping

samueljstroud — Mon, 11 Dec 2023 21:18:36 GMT

Hi!

We switched over to Plusnet about a year ago, and all through that time, the broadband has regularly stopped working at random intervals.

But now, starting yesterday, it's switching between blue and orange almost every five minutes.

I've done all the tests that I can find online, but nothing seems to work.

I work from home, so these regular outages are having a massive impact on my work.

Any help is greatly appreciated!

Re: Broadband Regularly Dropping

jab1 — Mon, 11 Dec 2023 21:28:18 GMT

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.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

NOTE: I shall ask for the duplicate post to be removed.

Re: Broadband Regularly Dropping

Anonymous — Mon, 11 Dec 2023 21:35:16 GMT

@samueljstroud wrote:

... starting yesterday, it's switching between blue and orange almost every five minutes.

Did you put Christmas decorations up yesterday ?

Re: Broadband Regularly Dropping

samueljstroud — Mon, 11 Dec 2023 21:47:20 GMT

Thanks for the quick reply!

Regarding the test, it's a phone line connection, but I don't have a phone.

Live in an area where we couldn't get the full fibre, so this is a compromise.

So I don't have a phone number for the test, awkwardly.

Re: Broadband Regularly Dropping

jab1 — Mon, 11 Dec 2023 21:51:26 GMT

So report a network issue using the second link - it probably is one, anyway.

Re: Broadband Regularly Dropping

samueljstroud — Mon, 11 Dec 2023 21:55:41 GMT

Sorry I may not have been clear.

It seems that I can't proceed any further on either test without first inputting a phone number, however I don't have one to give.

Re: Broadband Regularly Dropping

jab1 — Mon, 11 Dec 2023 21:58:32 GMT

If you are on an FTTC or ADSL connection, your phone number will be on your member centre pages somewhere - you can't have a connection without one.

Re: Broadband Regularly Dropping

samueljstroud — Tue, 12 Dec 2023 07:41:49 GMT

I've looked all through the papers I have, and there's no phone number anywhere?

Re: Broadband Regularly Dropping

jab1 — Tue, 12 Dec 2023 07:48:19 GMT

Try logging into your account, and click the 'Manage Account' tab at the top - it should be on the resulting page.