topic Re: Connection Issues in Broadband

Connection Issues

RG2 — Thu, 07 Dec 2023 20:07:16 GMT

Are there any issues in my area?

My router intermittently disconnects, turns orange and then returns to blue. This has happened a couple of times this evening. My connection is terrible to, the speed and responsiveness is nothing like it has been.

Re: Connection Issues

jab1 — Thu, 07 Dec 2023 20:13:34 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.

Re: Connection Issues

willcutforth — Sat, 09 Dec 2023 09:02:44 GMT

Hey there @RG2 I can see there is an active connection now and has been for a couple of days. Have you had any further issues?

Re: Connection Issues

RG2 — Sun, 10 Dec 2023 07:30:40 GMT

We haven’t been at home much since the issues, but appears to have resolved itself.

Re: Connection Issues

willcutforth — Sun, 10 Dec 2023 08:03:56 GMT

Awesome glad it's resolved itself. See how it goes over the next few days and if it reappears please do let me know.

Re: Connection Issues

RG2 — Tue, 12 Dec 2023 09:48:59 GMT

Still having issues. Router is a solid orange colour and has been for the past hour or so.

I've switched on and off and reset the router but still not working. My mobile data with EE isn't work either so is it something area specific / related?

Re: Connection Issues

jab1 — Tue, 12 Dec 2023 10:21:53 GMT

@RG2 You have two unrelated but co-incidental issues. The EE connection (phone) has nothing to do with the Hub/Broadband (Plusnet)

Re: Connection Issues

RG2 — Tue, 12 Dec 2023 11:01:33 GMT

Yes, but they are both brands within the BT Group. Consequently, I wondered if there was network / infrastructure related issues in my area as neither were working.

Re: Connection Issues

jab1 — Tue, 12 Dec 2023 11:05:52 GMT

They both work on different infrastructure.

Re: Connection Issues

willcutforth — Wed, 13 Dec 2023 17:57:45 GMT

Hey there @RG2 Just checked it all and I can see there was a drop when you messaged but none since, and that was the only drop in 6 days. Am I right in thinking that?