topic Regular disconnects help in Full Fibre

Regular disconnects help

Matt43 — Thu, 23 Sep 2021 14:11:05 GMT

For a while I've been experiencing regular internet drop outs. I've had a few days where the internet will constantly drop out for a minute or two. Sometimes it drops out every few minutes, sometimes it might be okay for an hour or longer before losing connection again. Last week was relatively fine. But it's been happening a lot again today. It affects both wi-fi as well as wired connections.

Any ideas what it might be?

Re: Regular disconnects help

LaurenB — Fri, 24 Sep 2021 08:42:44 GMT

Hiya @Matt43, I am sorry for the issues with your service and can certainly see there are some drops happening.

I have tested the line and this is detecting a potential fault so we will likely need to look at sending an engineer. I would first advise however, to have a run through our troubleshooting here: https://www.plus.net/help/broadband/connection-troubleshooting/ and connect to the test socket for the time being as shown here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242 to rule out the cause of this being internal.

Should this not the resolve the issue, please log a fault for further investigation here: https://faults.plus.net

Re: Regular disconnects help

Matt43 — Sat, 25 Sep 2021 21:32:27 GMT

Hi, I've gone through all the steps you provided including using the test socket, and using a different router and filter. Unfortunately the issue has persisted.

I've also logged a fault with the link you provided.

Re: Regular disconnects help

LaurenB — Sun, 26 Sep 2021 13:54:10 GMT

Thanks for getting back to me @Matt43, I am sorry the steps did not help.

I'm unable to see a fault was logged but have now raised this manually for you and created a ticket here: https://www.plus.net/wizard/?p=view_question&id=218256058

Just reply on this ticket with the requested information and we can get that progressed for you.