topic Re: Router disconnecting in Full Fibre

Router disconnecting

patti — Sun, 05 Sep 2021 19:18:57 GMT

My router has been randomly disconnecting over the last couple of days.. today it disconnected 6 times!. I have to reset it and eventually it comes back online. Can someone check this for me please? Thanks.

Re: Router disconnecting

Gandalf — Mon, 06 Sep 2021 11:50:51 GMT

Hi @patti

I'm really sorry to see you're having a lot of issues with your connection.

I've tested your line today and the tests aren't showing the cause for this but I can see the drops.

Can you raise a fault to us at faults.plus.net and in the notes box at the end, please tell us when you'd be free for an engineer visit. The available timeslots are weekdays (and occasionally Saturday's) 8am while 1pm, or 1pm while 6pm.

This means we'll be able to arrange an engineer straight away once we've picked the fault up. Feel free to post back when you've raised the fault or if you need further help and we'll make sure it is picked up as soon as we can.

Re: Router disconnecting

patti — Mon, 06 Sep 2021 15:03:25 GMT

Hi and thanks for your response. How do I raise a fault with you? Can you do this on my behalf please?

Re: Router disconnecting

adam945 — Mon, 06 Sep 2021 18:11:58 GMT

No problem at all @patti

I haven't raised the fault with our suppliers yet, but I've created a fault Ticket on our end, which I've escalated to yourself to respond to. Please respond with available dates / times that you'd be around for an engineer visit. Let me know on here once you've responded and I'll get it raised today, I'm around until 20:30.

You'll find the open Ticket here.

Re: Router disconnecting

patti — Mon, 06 Sep 2021 18:29:18 GMT

Hi Adam, appreciate your help and will be available for an Engineer visit from Thursday 8th Sept from 8am to 1 pm onwards. (i've sent you a text with this info as well).

Many thanks

Patti

Re: Router disconnecting

adam945 — Tue, 07 Sep 2021 09:47:23 GMT

Thanks for doing that @patti

Looks like someone else has beaten me to it haha

The fault has been raised with our suppliers and an appointment has been arranged. If you haven't seen it yet, check out the open Ticket for details.