topic Re: Fibre broadband drop out in Broadband

Fibre broadband drop out

Bridiebabes — Mon, 22 Jul 2024 20:24:25 GMT

Hi everyone recently my connection drops out a few times a day, I have Plusnet hub 2 and when it drops it flashes orange then few minutes pass and it reconnects. It's becoming more frequent.

Things I have done turned router on and off.
Factory reset.
Checked broadband socket.
Changed micro filter.

Possibly line fault?

Thank you

Re: Fibre broadband drop out

pvmb — Tue, 23 Jul 2024 00:20:53 GMT

Assuming you are on FTTC...

Do you still have a landline phone? If yes then have you listened to the line using the Quiet Line Test (Dial 17070 Option 2) to check for crackling noises?

Or tested your line: Text 'PHONE <line number>' to 07800 008121

Re: Fibre broadband drop out

Bridiebabes — Tue, 23 Jul 2024 03:58:42 GMT

Morning unfortunately not, it's just the broadband only package.
I did text help but I think where I don't have a phone line it can't be checked

Re: Fibre broadband drop out

jab1 — Tue, 23 Jul 2024 06:27:42 GMT

@Bridiebabes If you are on SOGEA, a screenshot of your connection status page, as in the picture below, is useful. Please. Obscure personal details, though.

Re: Fibre broadband drop out

jab1 — Tue, 23 Jul 2024 06:26:40 GMT

@Bridiebabes Sight of this page would also help, please:

Re: Fibre broadband drop out

Bridiebabes — Wed, 24 Jul 2024 16:21:12 GMT

Sorry how do I add screenshots like that?

Re: Fibre broadband drop out

Bridiebabes — Wed, 24 Jul 2024 16:29:52 GMT

Re: Fibre broadband drop out

jab1 — Wed, 24 Jul 2024 16:38:56 GMT

@Bridiebabes Thanks for that. Assuming you are on FTTC, please follow the below - you have a major issue.

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: Fibre broadband drop out

Bridiebabes — Wed, 24 Jul 2024 16:57:48 GMT

I don't have a phone line this is broadband only package. I shall report now thank you

Re: Fibre broadband drop out

jab1 — Wed, 24 Jul 2024 16:58:06 GMT

I think that is mentioned in my post - yes.

Re: Fibre broadband drop out

Bridiebabes — Wed, 24 Jul 2024 16:59:57 GMT

I tryed this yesterday by texting help to that number, all I got was we was unable to match this mobile number with a Plusnet account etc

Re: Fibre broadband drop out

jab1 — Wed, 24 Jul 2024 17:01:32 GMT

Ah - a well known issue.All you can do is all them up - 0330 123 9123.

Re: Fibre broadband drop out

Bridiebabes — Wed, 24 Jul 2024 17:04:03 GMT

Will do that thank you for your help been great 😃

Re: Fibre broadband drop out

willcutforth — Fri, 26 Jul 2024 07:55:42 GMT

@Bridiebabes I can see you contacted us the other day. Did it all get sorted?

Re: Fibre broadband drop out

Bridiebabes — Sat, 27 Jul 2024 05:39:23 GMT

I spoke to someone on the phone who was going to do a test down my line, they passed it to someone higher up as they couldn't complete a test. Still waiting to hear back on the results

Thank you

Re: Fibre broadband drop out

MatthewWheeler — Sat, 27 Jul 2024 18:40:49 GMT

Hi @Bridiebabes

Our tests are showing a issue that'll need a engineer visit to fix.

Can you respond to the text I've sent?

Re: Fibre broadband drop out

Total_Chaos — Sun, 28 Jul 2024 14:55:39 GMT

@Bridiebabes

"Hi everyone recently my connection drops out a few times a day, I have Plusnet hub 2 and when it drops it flashes orange then few minutes pass and it reconnects. It's becoming more frequent.

Things I have done turned router on and off.
Factory reset.
Checked broadband socket.
Changed micro filter."

Why a microfilter on FTTP, according to what you stated elsewhere to nother.

Re: Fibre broadband drop out

bmc — Sun, 28 Jul 2024 15:31:08 GMT

@Total_Chaos

Unfortunately "fibre" can mean FTTC or FTTP if not given context.

As I understand it a microfilter is only required if you have a landline on ADSL or FTTC. If you are on a SOGEA connection or FTTP no filter is required.

Brian

Re: Fibre broadband drop out

jab1 — Sun, 28 Jul 2024 15:48:10 GMT

Also, @Total_Chaos , the OP was clearly on a SOGEA (no phone FTTC connection), if you read the previous posts. You technically don't need a filter in that case, but having one is no detriment.

Re: Fibre broadband drop out

Bridiebabes — Sun, 28 Jul 2024 16:05:18 GMT

I have responded to the text, I replied anytime is fine as I'm currently off for 6 week holiday

@MatthewWheeler

Thank you