topic Re: my broadband keeps cutting out in Full Fibre

my broadband keeps cutting out

che2000 — Tue, 08 Mar 2022 20:38:21 GMT

Every couple of days, my broadband cuts out, meaning that I have to restart my laptop and rounter, sometimes several times before things start connecting again (and often right when I am in the middle of a call or research). Why is this?

Also, as a seperate note, why is it so difficult to contact Plusnet online when they are a broadband provider (really curious bout that one).

Cheers

Re: my broadband keeps cutting out

jab1 — Tue, 08 Mar 2022 20:46:53 GMT

@che2000 Are you actually on an ADSL connection, or an FTTC one? Can you please explain the 'cutting out'? Is it a total loss of service over all devices - how are they connected, or is it apparent on the device you are using at the time? Have you carried out the very basic check of making sure you do not have a telephone issue?

hat difficulties do you have contacting PN on line - as far as I know they have Twitter and Facebook pages, as well as this forum? And of course the phoneline (0800 432 0200).

Re: my broadband keeps cutting out

Amy31 — Tue, 08 Mar 2022 20:47:08 GMT

Mine keeps cutting out too, I don’t have a landline phone which has made it difficult to do anything about! But I’ve just reported it and they’re sending someone to sort it so might be worth doing that!

Re: my broadband keeps cutting out

che2000 — Tue, 08 Mar 2022 20:57:19 GMT

Me phone seems to be working just fine (at least in the sense that it can make and receive calls). I confess that I have no idea whatsoever what an ADSL connection, or an FTTC one actually means.

In terms of cutting out, I mean that every fortyeight hours or so my laptop and television will refuse to connect to the internet meaning that I have to restart them, often several times.

Took me a bloody age to find any contact info online for Plusnet, summat that I find strange given (once again) that this is a broadband provider.

Sorry if I sound snarky but today has been a trying day internet-wise.

Re: my broadband keeps cutting out

che2000 — Tue, 08 Mar 2022 20:59:06 GMT

I'm not having any bother with me landline so I think that's okay. The internet will pick its moments to cut out, usually every fortyeight hours. Not the end of the world, I know, but tis annoying.

Re: my broadband keeps cutting out

jab1 — Tue, 08 Mar 2022 21:07:44 GMT

'Phone seems to be working OK' - that is not what I asked - is there any noise on the line when you dial 17070 and select option 2 - 'Quiet Line Test'?

Your account page will tell you what connection type you have, but too give me an idea - which modem/router do you have?

If you can follow simple instructions, I will post my 'Help Sheet' - might help me/other Community members help you - but only if you follow it to the letter - any problems, ask - I understand not everyone knows everything.

Contact details are available via links at the top of every forum page.

Re: my broadband keeps cutting out

che2000 — Tue, 08 Mar 2022 21:12:17 GMT

Whoa. Excuse my lack of tech savvy.

Let's let someone else handle this, shall we?

Peace be with you.

Re: my broadband keeps cutting out

jab1 — Tue, 08 Mar 2022 21:23:02 GMT

OK - if you don't want help, I'm happy not to to give it, but I did offer.

Re: my broadband keeps cutting out

che2000 — Tue, 08 Mar 2022 21:35:58 GMT

"If you can follow simple instructions"

Cheers, bruv, but I don't need your help to feel worse than i do.

Can you say "condescending"?

Re: my broadband keeps cutting out

jab1 — Tue, 08 Mar 2022 21:40:41 GMT

That was not meant to be condescending, merely a 'figure of speech' which meant that things can be sorted - but if you are not computer literate, you have to take note of what is posted in reply, and ask if you don't understand - in other words, you have to help me to help you.

Re: my broadband keeps cutting out

che2000 — Tue, 08 Mar 2022 21:44:43 GMT

In all honesty, I'd rather lose me broadband for a few hours every day than be patronised like this. Among the languages I don't speak include, but are not limited to, ancient Greek, Urdu, Cantonese and tech speech.

Re: my broadband keeps cutting out

jab1 — Tue, 08 Mar 2022 21:55:03 GMT

OK, have it your way, but if you want help, you need to help those who might want to help you - none of us are telepathic .

Re: my broadband keeps cutting out

che2000 — Tue, 08 Mar 2022 21:55:03 GMT

you is bare rude, bro.

Re: my broadband keeps cutting out

Townman — Wed, 09 Mar 2022 07:59:48 GMT

You need to engage with the process to get help from a fellow customer / find out what is going wrong as seen here - https://community.plus.net/t5/ADSL-Broadband/Slow-ADSL-Broadband/m-p/1860710#M346211

Alternatively there is a raft of self help guidance to be found in the user portal (see http://plus.net) where you will also find the fault reporting tools.

Re: my broadband keeps cutting out

Mav — Wed, 09 Mar 2022 15:10:16 GMT

Moderator's note(s):

Thread moved from ADSL Broadband to Fibre Broadband.

Re: my broadband keeps cutting out

Gandalf — Wed, 09 Mar 2022 15:17:41 GMT

Hi @che2000

I'm really sorry to see you're having connection issues and you've found it hard to report a problem to us online.

If you have a mobile, you can text us by following the steps Here, alternatively we're happy to help on Facebook and Twitter.

I've tested your line though and the tests are showing what's known as a bridge tap, which is generally a wiring issue, so I'd like to arrange a Qube engineer (working on behalf of BT) to help out and investigate further.

Could you reply to the ticket I've logged on your account Here with when you'll be available for a visit? If you can post back once you've responded, I'll make sure we book the engineer as soon as we can.