topic Re: Connection keeps dropping in Full Fibre

Connection keeps dropping

waribai — Mon, 21 Mar 2022 08:48:12 GMT

I am getting frequent connections drops only for less than a minute but still it is affecting video calls. Could you run a check on my line?

I am using a BT Smart Hub 6 as my plusnet issued hubone could not reach through the walls upstairs.... Should I replace my smart hub 6 with a plusnet hub 2?

Re: Connection keeps dropping

SammyM — Mon, 21 Mar 2022 14:30:35 GMT

Hiya @waribai,

I'm really sorry to hear that your connection is dropping and for the hassle this is causing.

I have checked your connection and I can only see 3 drops in 14 days on my side and all testing has come back clear.

Can you look at the diagram and tell me if the connection is dropping more than you see there? and if so, is this on a wired or wireless connection?

Re: Connection keeps dropping

waribai — Mon, 21 Mar 2022 22:11:43 GMT

Yes, it happened even outside those times and the Friday one was me resetting the router. My partner's MacBook was fine. So, clearly, it wasn't a problem with the line. I have upgraded to Windows 11 and all seems fine now. Maybe it was just an out-of-date driver?

Re: Connection keeps dropping

adam945 — Tue, 22 Mar 2022 12:25:13 GMT

Thanks a lot for getting back to us @waribai and I'm glad that the issues you were having appear to have resolved themselves following your software update.

Let us know if you have any further issues at all and we'll be more than happy to help.