topic No Internet in Full Fibre

No Internet

Manda30 — Fri, 05 Nov 2021 16:26:13 GMT

Since last night around 2 am our Internet connection has been dropping like every 5 minutes, it'll go blue for abit then go to flashing orange with a orange b symbol, Internet is unusable today. Even after restarts and hub manager it'll do the same thing

Re: No Internet

jab1 — Fri, 05 Nov 2021 16:31:48 GMT

@Manda30 Welcome to the forums. Sounds like you have a problem there, but before I offer any advice, can you confirm you are on ADSL - the two technologies do have different characteristics and resolutions in this scenario?

Re: No Internet

Manda30 — Fri, 05 Nov 2021 16:37:32 GMT

Is adsl the same as dsl?, sorry I'm not the most knowledgeable with Internet

Re: No Internet

jab1 — Fri, 05 Nov 2021 16:41:10 GMT

Sorry, @Manda30 - I sometimes forget not everyone is IT literate. To answer your question - no. A slightly easier question - what speeds do you get when things are running correctly?

Re: No Internet

Manda30 — Fri, 05 Nov 2021 16:46:16 GMT

I think it's about 26mbps and our package is unlimited fibre extra if that helps

Re: No Internet

jab1 — Fri, 05 Nov 2021 16:54:09 GMT

Right - so you are on Fibre - that helps. I will ask the mods to move this to the correct board.

You say you are not internet savvy - how good are you at following instructions, just so I know how to proceed?

Re: No Internet

Manda30 — Fri, 05 Nov 2021 16:55:58 GMT

Thank you I appreciate that and your patience, I can follow instructions

Re: No Internet

jab1 — Fri, 05 Nov 2021 17:02:32 GMT

OK - that's good. While we wait for the topic to be moved to the correct board, this is my 'boiler-plate' standard response:

For Community members to be able to help, information from these two sites:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Please report the 'Additional Diagnostics', and sight of the Help Desk tab would be a start.

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of you phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

Anything you don't understand - feel free to ask - I have no problem helping those who help themselves.

Re: No Internet

Manda30 — Fri, 05 Nov 2021 17:18:12 GMT

The landline won't ring the number just dead silence while putting it in and after putting it in

Re: No Internet

jab1 — Fri, 05 Nov 2021 17:21:43 GMT

In that case, you have a PHONE fault, which needs sorting first, and may even rectify the broadband issue. I would suggest ringing Plusnet ASAP and reporting that, and we can look at the BB side once that is sorted.

Re: No Internet

dvorak — Fri, 05 Nov 2021 17:43:19 GMT

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

Re: No Internet

adam945 — Sat, 06 Nov 2021 08:17:10 GMT

Really sorry for the inconvenience caused here @Manda30, but thank you for taking @jab1 's and giving us a call. Looks like you have an engineer visit arranged for this morning. Feel free to reach out if you have any further issues afterwards.