topic Re: Shocking service!!!! in Full Fibre

Dropping connection

Hckladybug — Fri, 25 Mar 2022 22:04:14 GMT

I’ve been experiencing drops to our internet connection since we began our contract with Plusnet. Can you offer any advice?

Re: Shocking service!!!!

Baldrick1 — Fri, 25 Mar 2022 21:48:59 GMT

@Hckladybug

To get better visibility of your problem it is better to start your own topic on the appropriate board.
If you advise whether you are on ADSL or fibre I will move your post.

Re: Shocking service!!!!

Hckladybug — Fri, 25 Mar 2022 21:50:08 GMT

ADSL.
Thank you.

Re: Shocking service!!!!

Baldrick1 — Fri, 25 Mar 2022 22:34:57 GMT

Moderators Note

This topic has been moved and the title changed

Re: Dropping connection

Baldrick1 — Fri, 25 Mar 2022 22:30:33 GMT

@Hckladybug

When you say that your connection is dropping are you connecting over wireless or an Ethernet cable?

If wireless are the lights on your hub changing when you have a drop? If so, what are they showing?

If the hub lights are not changing and you are using wireless then your problem is likely to be with the wireless link.

If it’s a wireless issue and assuming that you have a Plusnet Hub One it is possible that your connected devices are not happy with the hub synchronised 2.4 and 5GHz wireless bands configuration. To separate them see here. https://community.plus.net/t5/My-Router/2-4ghz-and-or-5ghz-best-practice/m-p/1351966#M840
Once you do this you will find, assuming that your devices are dual band, that you will see both as available networks. They both have the same password. Try each in turn and use the best.

Re: Shocking service!!!!

Baldrick1 — Sat, 26 Mar 2022 15:32:33 GMT

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

Re: Shocking service!!!!

adam945 — Sat, 26 Mar 2022 14:53:11 GMT

You're actually on Unlimited Fibre Extra @Hckladybug haha.

Anyway, I've tested the line from our side and to be honest, all seems okay, speeds are coming through higher than those we told you to expect - 57.5 Mbps, and the line itself has not dropped out for the past 33 days. This tells me that the issues you're having are wireless. As per the previous comment on this thread, can you confirm whether the lights on your router change when the disconnections occur?

Re: Shocking service!!!!

Hckladybug — Sat, 26 Mar 2022 15:07:29 GMT

Hi Adam;

Our router light stays on a steady blue. But we do drop out on our wireless devices. How do you try to correct this?

Thanks;
Jamie

Re: Shocking service!!!!

Baldrick1 — Sat, 26 Mar 2022 15:35:24 GMT

@Hckladybug

Which Hub have you got, a Plusnet Hub One or Hub Two. See https://www.plus.net/help/broadband/router-information/. If it's a hub One then follow the advice earlier and split the wireless bands.

Re: Shocking service!!!!

adam945 — Sat, 26 Mar 2022 18:04:07 GMT

Thanks a lot for your time today, and for splitting the two bands on your Hub One, that being said, given the date you signed up, I've now processed a Hub Two to be sent out, and have waived all charges.

Given the post as well, I've raised an open complaint on the account which I'll be taking full ownership of, and will check in with you around two weeks from now to see how you're getting on. You can both view and comment on the open ticket / complaint here.