topic Re: Disconnection in Broadband

Disconnection

Trace67 — Fri, 18 Oct 2024 20:00:11 GMT

Hello I've been with plus net for a number of years now. Until the last couple of days everything has been fine. But now I'm constantly getting pop ups saying I've been disconnected and then within seconds another saying you have been re connected? I can't seem to find why I'm suddenly having this issue. Could someone help pls?

Re: Disconnection

jab1 — Fri, 18 Oct 2024 20:02:49 GMT

@Trace67 Welcome to the forums. Are you on an FTTC connection, which router do you have?

Re: Disconnection

Trace67 — Fri, 18 Oct 2024 20:12:09 GMT

I think it's hub 2..i emailed back but it got blocked for some reason! What is FTTC?

Re: Disconnection

jab1 — Fri, 18 Oct 2024 20:15:34 GMT

Do you mean you have reported this issue to Plusnet? Email is not a support channel, so you won't get a reply.

FTTC is the way I'm guessing you are supplied (Fibre To The Cabinet).

Re: Disconnection

Trace67 — Fri, 18 Oct 2024 20:18:27 GMT

I've been trying to report it, it said to send a text which I've done but have heard no more back. I am unlimited fibre. I have only just renewed my contract with them. I've never had problems before and already it's disconnected again as I write this. My tv is going through WiFi too so it keeps going off

Re: Disconnection

jab1 — Fri, 18 Oct 2024 20:24:00 GMT

OK - so you are on FTTC as I suspected. I suspect you won't hear much until tomorrow - the Support Desk closes at 8PM.

If you don't hear anything by midday, post back and I, or another Community member will try and help.

Re: Disconnection

Trace67 — Fri, 18 Oct 2024 20:25:44 GMT

Ok thank you. At the moment it's gone off completely so I'm relying on my phone signal. Thank you for your help I'll wait until tomorrow afternoon then

Re: Disconnection

jab1 — Fri, 18 Oct 2024 20:29:25 GMT

If you can, check this topic tomorrow morning. My eyes (and brain) are getting tired, but I may have further suggestions.

Re: Disconnection

Trace67 — Fri, 18 Oct 2024 20:31:17 GMT

Will do! I'm just getting annoyed with it now so I best get off and turn in for the night b4 I explode

Re: Disconnection

jab1 — Sat, 19 Oct 2024 06:37:23 GMT

@Trace67 When you say 'I sent a text', did you do it via https://www.plus.net/help/report-a-problem/ , or just as a text?

Can you please follow the below:

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 the only option is to call Plusnet - 0330 123 9123

Re: Disconnection

Trace67 — Sat, 19 Oct 2024 14:41:35 GMT

Hi I don't have a home phone only my mobile. The Wi-Fi has been ok all day up to now and it's going off and on again. I just sent a normal text which is what I read to do but I've heard nothing back, it was to an 07800 number

Re: Disconnection

Trace67 — Sat, 19 Oct 2024 14:43:21 GMT

Thank you John that link or reporting a problem is how I did it but haven't had any response back

Re: Disconnection

jab1 — Sat, 19 Oct 2024 14:56:06 GMT

OK, @Trace67 . I'll get back to you in a while - otherwise engaged at the moment.

Re: Disconnection

jab1 — Sat, 19 Oct 2024 16:06:12 GMT

@Trace67 wrote:
Hi I don't have a home phone only my mobile. The Wi-Fi has been ok all day up to now and it's going off and on again. I just sent a normal text which is what I read to do but I've heard nothing back, it was to an 07800 number

@Trace67 that sounds like the correct number. What did you send in the text?

Re: Disconnection

Townman — Tue, 29 Oct 2024 10:53:38 GMT

@Trace67 wrote:
But now I'm constantly getting pop ups saying I've been disconnected and then within seconds another saying you have been re connected?

What message where?

What happens to the router lights in this interval?

"Within seconds" sounds far too swift for a xDSL sync loss and re-establishment, which usually takes over a minute. That makes me wonder if this is a windows temporary inability to resolve a URL.

So exactly what "pops up" when doing what? I am suspecting that it is a web browser which stumbles and then continues without intervention, or possibly an email application reporting temporary loss of connection to the mail servers (timeout).

For reference in respect of Plusnet's routers...

Check you router lights

Your router lights can tell you a great deal about what is happening when things are not as they should be. The colour of the lights and their state will tell you all you need to know ... if only you could find the help sheet which came with the router. That information can also be found in the depths of the on-line help & support guides. The following links make the material easier to find.