topic Re: Please help! Cannot report fault - internet down every evening in Full Fibre

Please help! Cannot report fault - internet down every evening

fstride90 — Fri, 26 Jan 2024 20:51:27 GMT

My internet seems to go down pretty much every evening! I’m trying to report the fault but I have very poor phone signal so without the internet I can’t call.

I’ve tried using the website https://faults.plus.net, I can log in but on the very first page it says “Our records show your broadband's supplied on , is this correct?” I have to select yes to go any further, after that it auto fills contact details which are all correct and every field is filled but when I click next it comes up with the errors “Please enter daytime phone number
Please enter evening time phone number” there is nowhere to fill in this information! No boxes to input! So I am unable to move forward at all.

I have also tried texting HELP to 07800 008121 but it says it’s “unable to auto match this mobile with a phone/broadband account. Please provide a full phone number including area code of the affected service to enable us to investigate.”
The phone number I’m using to text is the number listed on my account and I don’t have a landline, just broadband so I can’t reply! It does also give the option of texting ADVISOR but they are only available during the opening hours of 8am - 7:30pm and it happens every night around 7:30pm!

How can I report this? The fault is so bad that the internet won’t work at all from around 7:30pm till 4am the next day! Every day! I work full time so don’t get to see much during the day, I think it is better but the event log shows it does go down during the day too.

Re: Please help! Cannot report fault - internet down every evening

jab1 — Fri, 26 Jan 2024 20:57:37 GMT

@fstride90 I can see your problem there. Which Hub/router are you using? Posting on here will possibly be your best option, but we (other customers who try to help) will need to ask questions.

What product are you on - Unlimited Fibre/Unlimited Fibre Extra/ADSL or full Fibre?

Re: Please help! Cannot report fault - internet down every evening

fstride90 — Fri, 26 Jan 2024 21:25:27 GMT

Thank you!

It’s the Hub Two and my product is full fibre 145

Re: Please help! Cannot report fault - internet down every evening

jab1 — Fri, 26 Jan 2024 21:29:44 GMT

Ah, right -not something I'm that used to, but what happens, if anything, to the lights on the ONT when you have this problem?

Re: Please help! Cannot report fault - internet down every evening

fstride90 — Fri, 26 Jan 2024 21:41:09 GMT

The lights are orange

Re: Please help! Cannot report fault - internet down every evening

jab1 — Fri, 26 Jan 2024 21:46:49 GMT

On your Hub, or the ONT it plugs into?

Re: Please help! Cannot report fault - internet down every evening

Mav — Fri, 26 Jan 2024 23:05:25 GMT

Moderator's note(s):

Thread moved from Broadband to Full Fibre.

Re: Please help! Cannot report fault - internet down every evening

RichardB — Sat, 27 Jan 2024 07:39:46 GMT

Hi @fstride90
As you are on Full Fibre Plusnet will not be suppling you a phone service.
What is your home phone number set to on: https://www.plus.net/member-centre/account
If it is populated with a number try setting it to all zeros and populate the mobile phone number with the mobile number you use to access the SMS based fault reporting.

Regards
Richard

Re: Please help! Cannot report fault - internet down every evening

RichardB — Sat, 27 Jan 2024 07:59:12 GMT

I should have added after setting the phone numbers in the member centre, then try the SMS fault reporting again.
As @jab1 stated it would be infomative if you could make a note of the ONT lights when the internet drops out.
See:
https://www.plus.net/help/broadband/connection-troubleshooting/full-fibre/#collapse-what-do-the-lights-on-the-openreach-ont-mean
For more information on the ONT lights.
Regards
Richard

Re: Please help! Cannot report fault - internet down every evening

MisterW — Sat, 27 Jan 2024 08:07:02 GMT

The lights are orange

Must be the router, the ONT doesnt have an orange light, they're either off, green or red

What is your home phone number set to on

AIUI the phone number is normally all zeros on an FTTP account, mine certainly is...

Re: Please help! Cannot report fault - internet down every evening

jab1 — Sat, 27 Jan 2024 08:33:07 GMT

As an aside, I don't think either faults.plus.net or the bot are actually designed to cope with an FTTP installation - but ICBW.

Re: Please help! Cannot report fault - internet down every evening

RichardB — Sat, 27 Jan 2024 11:53:02 GMT

@MisterW
My account showed the old PTSN number after switching to FTTP.
After a few months I edited the number to all zeros.

Re: Please help! Cannot report fault - internet down every evening

MisterW — Sat, 27 Jan 2024 11:58:13 GMT

@RichardB was your upgrade an automated order ? Mine was a complicated one, done as part of a home move and was done manually by our resident 'wizard'

Re: Please help! Cannot report fault - internet down every evening

fstride90 — Sat, 27 Jan 2024 11:59:15 GMT

Sorry yes hub light is orange, ONT lights are green (power solid green, LOS off, PON and LAN mostly solid but sporadically flashing off then on again - I think this is what all lights do when internet is working)

Members area doesn’t say home number just “telephone” and “mobile” both were set to my mobile number but I’ve now changed “telephone” to all zeros, is this right?

Re: Please help! Cannot report fault - internet down every evening

MisterW — Sat, 27 Jan 2024 12:22:40 GMT

Sorry yes hub light is orange,

@fstride90 that's typically an authentication issue. I'm confused as to how that can be intermittant, especially on FTTP ?

When it next happens can you export the Hub 2 log and post it here as a csv . There might be clue in there...

Re: Please help! Cannot report fault - internet down every evening

DS — Sat, 27 Jan 2024 12:32:45 GMT

Just my 2 penn'orth (and it won't currently help the OP)

As a thought, and maybe a Superuser could pass this on?, could or would it be better if the telephone number was changed to be the same number of characters (00000000000) but instead of all zeros the ending bit was our individual account numbers - eg 00001234567

If this is in the works then please ignore

edit to correct as I thought to as a thought.

Re: Please help! Cannot report fault - internet down every evening

RichardB — Sat, 27 Jan 2024 17:14:21 GMT

@MisterW

I am not sure if my upgrade was an automated order.

I would say it was straightforward.

The BT wholesale checker indicated it was a 2 part install (KSI 2 assured).

I ordered the upgrade and Openreach attended twice.

1st to install the fibre form the CBT to splice point,

2nd to install the ONT and splice the fibre.

FTTP worked without a hitch and the changeover from FTTC took less than 1 hour.

I eventually noticed that my no longer functional landline number was still shown in the member centre.

I edited it to zeros to remove the defunct phone number from the PN system, based on a suggestion I had seen on this forum.

Whilst it would be logical that the PN would removed the number from their systems it did not work for me.

Hence, my suggestion to @fstride90 to check what is list as the phone number on their account.

Regards

Richard

Re: Please help! Cannot report fault - internet down every evening

MatthewWheeler — Sun, 28 Jan 2024 15:51:32 GMT

Hi @fstride90

I can see you've spoken with our support team and a engineer is booked for tomorrow

Let us know how you get on