topic Re: Connection keeps dropping in Full Fibre

Connection keeps dropping

dgj — Wed, 08 Sep 2021 10:28:57 GMT

I have had Plusnet broadband for about 6 months now, for the past few days the internet connection has been dropping regularly (2-3 times an hour sometimes). It is usually only for a couple of minutes at a time but it's happening increasingly frequently. I have done the basic checks recommended (router is plugged into the master socket using the filter). Any help would be appreciated. Thanks

Re: Connection keeps dropping

TheMightyAJ — Wed, 08 Sep 2021 17:10:08 GMT

Hi @dgj,

I'm sorry to hear that you're experiencing issues with your connection. I've tested the line and whilst we can see the connection is dropping out, we're unable to see what's causing this to occur. Please could you try setting the router up into the test socket in the property, to see if this makes any difference? For reference, we have a guide on how to do this here.

Re: Connection keeps dropping

dgj — Thu, 09 Sep 2021 13:14:44 GMT

Hi, I plugged the router into the test socket this morning (and have left it in there for the rest of the day). It's been better since than but has dropped out once so I'm not sure if it's fixed.

Re: Connection keeps dropping

dgj — Thu, 09 Sep 2021 13:17:39 GMT

I plugged the router into the test socket this morning (have left it plugged in since then). It has been better but has still dropped out a couple of times, including just now when I tried to post this message.. So I'm not sure that it's fixed. Thanks

Re: Connection keeps dropping

Gandalf — Sun, 12 Sep 2021 15:02:08 GMT

Thanks for getting back to us @dgj

I'm glad to see your connection's been better while your router has been in the test socket.

How have things been the last few days since then?

Re: Connection keeps dropping

dgj — Mon, 13 Sep 2021 12:49:10 GMT

It has still dropped out a couple of times today so I don't feel it's completely fixed. Is there anything else I can do? I work from home and it's really difficult when I can't rely on my internet connection!

Re: Connection keeps dropping

Gandalf — Mon, 13 Sep 2021 16:04:44 GMT

Hi @dgj

I'm sorry to see you're still having issues.

I've tested your line and the tests are showing a high resistance fault we'd need to arrange an engineer visit to resolve.

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.

If you can post back once you've raised the fault, we'll make sure it is picked back up as soon as we can.

Re: Connection keeps dropping

dgj — Thu, 16 Sep 2021 13:28:55 GMT

Hi Anoush,

I was hoping this had resolved itself as the connection seemed better on Monday and Tuesday, but it's been dropping out regularly again yesterday and today so I've now raised a fault.

Thanks,

Posy

Re: Connection keeps dropping

Gandalf — Thu, 16 Sep 2021 16:22:09 GMT

Hi @dgj Ah I'm sorry to see you're still having issues. I've picked the fault up for you now and I've booked an engineer visit. I've updated the ticket on your account Here with the appointment details. Let us know how it goes.