topic Connection dropping out in Broadband

Connection dropping out

mike40 — Mon, 20 May 2024 02:22:18 GMT

Has there been some issues on Plusnets end with vdsl connections, it's been unstable since Friday maybe Saturday not too sure as I wasn't at home Friday. It went down on Sunday morning for about ten minutes, it went down just five minutes ago. A reset of the router does nothing.

Re: Connection dropping out

jab1 — Mon, 20 May 2024 05:36:24 GMT

@mike40 I doubt it is a problem 'at Plusnets end' - more likely an issue on the OpenReach network.

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 dropping out

mike40 — Mon, 20 May 2024 09:59:40 GMT

Ok thanks. Openreach have been doing a lot of work lately probably laying out FTTP, but until the last few days it's been fine. We don't have a phone line so I'll keep an eye on it and use option 2 if it continues, the problem is that because it does keep dropping we've lost about 10Mbps of speed from where it was.

Mike.

Re: Connection dropping out

jab1 — Mon, 20 May 2024 10:05:08 GMT

I would suggest using option 2 immediately - chances are you have an OR network issue, not necessarily caused by the work being carried out.