topic Re: Suddenly poor service! in Plusnet Feedback

Suddenly poor service!

StephenF — Tue, 15 Oct 2013 18:37:34 GMT

I've been a plusnet customer for a few years now and my service has always been outstanding!
However over the past few days my connection has been dropping quite bit and today my internet has been running terribly, even after multiple reconnects to switch gateways i am still getting this persisting issue.
Please can somebody look into this for me as it's really frustrating.
Thanks
- Steve

Re: Suddenly poor service!

spraxyt — Tue, 15 Oct 2013 18:54:41 GMT

I suggest raising a dropping connection fault ticket at http://faults.plus.net. This will guide you through some necessary internal checks then raise the issue with the faults team.
David

Re: Suddenly poor service!

adamwalker — Wed, 16 Oct 2013 14:32:39 GMT

Hi StephenF,
Dropping connection issues are usually caused by more local issues so swapping gateways won't help, infact it can exacerbate things if DLM (dynamic line management) decides to lower the speed profile if a high number of disconnections is seen.
as spraxyt rightly says the best thing to do is raise a fault and our faults team will be able to investigate the issue for you.
Adam

Re: Suddenly poor service!

StephenF — Sun, 20 Oct 2013 13:45:04 GMT

Hi there.
Thanks for the response.
I've tried this a couple of times now at completely different times and i get:
There's been a problem
Please try using the Broadband Troubleshooter again in a short while. If you continue to have problems please contact our Support Team for help.
I'm still getting issues with occasional disconnects and lag spikes. The issue isn't persistent and doesn't happen some days, other days it is very apparent, for example I've just had 2 random dc's and a few lag spikes, yet the past couple of days it's been pretty stable.

Re: Suddenly poor service!

chrispurvey — Mon, 21 Oct 2013 08:55:24 GMT

I can see that you raised a fault ticket to us and we've tweaked your line settings to help your connection.
I think the 2 disconnects you had may have been due to our faults team testing your line.

Re: Suddenly poor service!

StephenF — Wed, 23 Oct 2013 13:48:34 GMT

It's been stable the past few days. Thanks a lot for looking into this for me, I really appreciate it!
Awesome as always

Re: Suddenly poor service!

StephenF — Mon, 28 Oct 2013 18:41:10 GMT

Hi!
The disconnects have definitely stopped but now the latency is horrible, sometimes i'm gettings 150-200ms and other times lag spikes that last for around 20 seconds. I'm going to try another router but honestly i doubt it's the router i've been using it for a long time with no problems. I'll let you know once i've tested a new one and if anything is better, but this is the worst my internet connection has ever been since signing up with plusnet

Re: Suddenly poor service!

StephenF — Tue, 29 Oct 2013 01:20:39 GMT

it appears that through all my crying it was possibly the router at fault -_- i feel like an idiot now. i'll keep an eye on it over the next few days. Latency is down to 50ms now sorry for all the complaining, net problems are so frustrating!

Re: Suddenly poor service!

chrispurvey — Tue, 29 Oct 2013 09:44:13 GMT

No worries at all, just glad to see that's hopefully resolved for you.

Re: Suddenly poor service!

longshanks — Tue, 29 Oct 2013 12:07:30 GMT

hi.
I too am getting internet drop out and the tech service over the phone is non existent on hold for ever no matter what time of day I call.

Re: Suddenly poor service!

chrispurvey — Tue, 29 Oct 2013 12:56:15 GMT

@longshanks
Are you rebooting your router at all?
<img src="http://community.plus.net/visualradius/generated/image13830513017001.png"/>
Are you currently using a wired or wireless connection too,?