Broadband troubleshooter not working

[#1]

Which is pretty irritating when you’re already having broadband issues.

[#2]

I have no problem accessing the help pages I have looked at.

Why not try describing your specific problem here. You may get more targeted advice here then you will get from the basic generic Plusnet help pages.

[#3]

Hi @brockleyse4,

I'm sorry to hear that, I appreciate the frustration if the broadband is not working.

It's not clear exactly what you're using to troubleshoot the broadband, is this from a third-party site?

If your Wi-Fi is not working but wired connections are, try the following link which can be accessed via a mobile phone or tablet (try using your mobile phone hotspot if using a tablet):

http://goo.gl/YuPPSP

There is also our main website troubleshooting link with video guidance:

https://www.plus.net/help/broadband/connection-troubleshooting/

If the issue is continuing, please come back to us for more support.

Thanks.

[#4]

https://www.plus.net/member-centre/broadband

I click the highlighted option
This is what I get
I get the same error using my home broadband that's intermittently dropping out, my mobile, & at work.
Broadband problem is effecting both wifi & wired (via powerline) connections. 

[#5]

Hi @brockleyse4

Thanks for getting in touch.

The system was flagging that error message because at one point you were successful in raising a fault here. Once a fault exists it will throw up that error to stop duplicate faults being created - I appreciate it isn't massively clear that's why, based on the error text.

I've tested your line today and although I can see drops in connection, there are no external faults on the line. At this stage, I'd recommend getting your router into the test socket as shown here and monitoring the connection. If the drops continue to occur, it's likely we'll need to send an engineer to your premises to investigate further.

Let us know how you get on.

Best wishes

Dave

[#6]

Thanks for the explanation Dave. The router is plugged into the Test socket & would have been when you did your test.

[#7]

Thanks for the confirmation.

I can see we've updated you regarding this and made some changes to the line

Let us know how you get on