Intermittent Disconnections - one month 2 engineers, not solved
Hi andynaomi,
Yes, I am also having the same issues. Just to check it isn't a geographical anomaly. I live in Ramsgate, Kent.
My 'situation' has been ongoing for over 45+ days now, although unlike you I haven't been offered any refund... maybe I should should be more forceful! lol
Anyway, I moved to a new address in June, and decided to take Plusnet with me. My new address had it's wiring for telephone cut, so arranged for a line to be installed at the same time.
In July I noticed that the line started to lose connection and speed, but being an optomist (lazy), decided to wait and see if it resolved itself. It did not!
So, 1st of August I registered a fault with them.
Cutting a long story short, I have had 4 engineers visit now, to the point that they apparently did a complete re-wiring job. Now this did increase my speeds from around 6Mbs to 11Mbs, and after the last engineers visit, I did have some stability for a few days.
Then low and behold, last night the drops started all over again
As before I seem to have like 48 hours of a reasonable service, then 48 hours of constant line drops (eg. 52 drops in 12 hours).
So although I would like to say there is a resolve to this, despite all the attempts made so far on my line, it soon messes up and goes back to an unbearable service!
The last message I left asked for a result within 10 days, or I refuse to pay the bill (after 45 days of this, I don;t see why I should pay for this service!).
I have also found out that my local cabinet will be FTTC enabled by the end of this month, so Im thinking of just taking fibre optic with another company, and mentioned that also on my message!
I also am now so fed up with this, I registered with the forums, to see who else was being affected, and was rather sad and slightly relieved it wasn't just me!
Sorry for the long rant, but it is good to talk to someone else in a similar situation!
I really hope our issues are sorted out soon, and will keep an update on this thread of mine and plusnets further actions.
Good luck
Edit: Forgot to say, when my previous engineers have been round, I have the plusnet ticket, with all there line tests etc on the screen, so they see exactly what plusnet have found with tests etc. They were surprised at the amount of info avsailable, but helped them a lot, well, as far as they can fix!
I do have a theory about there being a fault on the 'profile' updates plusnet send down the line being either faulty or some error in the protocol, as obviously it is no error on the line or my router, and they surely can't want to send yet ANOTHER engineer to re-wire my house again! lol. When I spoke to Plusnet yesterday, they did mention a profile update on my line, which somehow messed it up for a bit, then 4 hours later it started dropping again. Anyway, put that in my last comment, so will wait and see what they say
Yes, I am also having the same issues. Just to check it isn't a geographical anomaly. I live in Ramsgate, Kent.
My 'situation' has been ongoing for over 45+ days now, although unlike you I haven't been offered any refund... maybe I should should be more forceful! lol
Anyway, I moved to a new address in June, and decided to take Plusnet with me. My new address had it's wiring for telephone cut, so arranged for a line to be installed at the same time.
In July I noticed that the line started to lose connection and speed, but being an optomist (lazy), decided to wait and see if it resolved itself. It did not!
So, 1st of August I registered a fault with them.
Cutting a long story short, I have had 4 engineers visit now, to the point that they apparently did a complete re-wiring job. Now this did increase my speeds from around 6Mbs to 11Mbs, and after the last engineers visit, I did have some stability for a few days.
Then low and behold, last night the drops started all over again
As before I seem to have like 48 hours of a reasonable service, then 48 hours of constant line drops (eg. 52 drops in 12 hours).
So although I would like to say there is a resolve to this, despite all the attempts made so far on my line, it soon messes up and goes back to an unbearable service!
The last message I left asked for a result within 10 days, or I refuse to pay the bill (after 45 days of this, I don;t see why I should pay for this service!).
I have also found out that my local cabinet will be FTTC enabled by the end of this month, so Im thinking of just taking fibre optic with another company, and mentioned that also on my message!
I also am now so fed up with this, I registered with the forums, to see who else was being affected, and was rather sad and slightly relieved it wasn't just me!
Sorry for the long rant, but it is good to talk to someone else in a similar situation!
I really hope our issues are sorted out soon, and will keep an update on this thread of mine and plusnets further actions.
Good luck
Edit: Forgot to say, when my previous engineers have been round, I have the plusnet ticket, with all there line tests etc on the screen, so they see exactly what plusnet have found with tests etc. They were surprised at the amount of info avsailable, but helped them a lot, well, as far as they can fix!
I do have a theory about there being a fault on the 'profile' updates plusnet send down the line being either faulty or some error in the protocol, as obviously it is no error on the line or my router, and they surely can't want to send yet ANOTHER engineer to re-wire my house again! lol. When I spoke to Plusnet yesterday, they did mention a profile update on my line, which somehow messed it up for a bit, then 4 hours later it started dropping again. Anyway, put that in my last comment, so will wait and see what they say
Latest Update from Support:
Quote We have adjusted the settings on your line increasing the target noise margin to 12dB up from the previous target of 6dB. This is in an a attempt to help keep the line stable, and should complete in the following 24 hours.
I've had a good commection all day so far, which is good news, just hope it stays that way from now, but with the past record... we shall see!
Quote jwh
I had a similar issue .. that was ongoing for a few months.
Finally found out that it was my cordless phones that were causing the issue. Bought a new set of phones and problem resolved.
so if anything else is plugged into any of your phone sockets on the same line (phones, sky etc) check these too.
Good Luck!
Thanks for the tip, but I don't have my sky box plugged in, and don't actually have a phone in the socket, I just use my mobile
All tips are welcome though
Quote from: millinx21 All tips are welcome though
You need to download and run a program called Routerstats Lite http://www.vwlowen.co.uk/internet/betatesters.htm . This will monitor the noise on your line by polling your router every 15 seconds (so you really need your computer on all the time whilst using it). If the noise on your line gets too high then it will cause your to router to disconnect so the change Plusnet have made was to give you more "headroom". Tunning this program showed me that when I turned on a computer upstairs then the noise on the line got worse (which I was able to fix by replacing the power supply with a new one). But basically it will give you much more insight into what is going on from minute to minute and hour to hour. Look at the noise margin graph and see how well it sticks to the 12dB target that Plusnet have set.
I have also seen houses where the telephone extension wiring acts like a radio aerial and interferes with the broadband even if no telephones are connected. So if possible, remove the faceplate from your master phone socket and connect the router directly (via a filter) to the test socket underneath the faceplate to eliminate this possibility.
Quote from: millinx21 I live in Ramsgate, Kent.
I live in Broadstairs
Quote My 'situation' has been ongoing for over 45+ days now.
If it's not resolved soon then I would suggest contacting the CEO of BT Group, I had to do this for my brothers broadband which took two months to get sorted, part of the problem is you go round in circles with support on here due to the fact that different people deal with your tickets and don't bother to read whats happened before. Then the major problem is that PN have to deal with Openreach, which are a law unto themselves. Raising a CEO level complaint then means PN can go much higher within Openreach and things then happen as they should - quickly, my brothers fault was fixed within 5 days.
Quote I have also found out that my local cabinet will be FTTC enabled by the end of this month, so Im thinking of just taking fibre optic with another company, and mentioned that also on my message!
Don't rely on this fixing the issue, if the fault is between your house and the cabinet the issue will remain. There arn't many cabinets left in Ramsgate to be enabled - take a look at my map, link in my signature. Also a thread on Think Broadband forums
PS. That September date for FTTC may well slip to December, they go in 3 month steps, if it's not ready when estimated, it will just roll onto the next 3 month place holder date.
Quick update:
I have had a good connection since 6pm on the 13th of Sept now!!
This is the longest it has held for some time, so I am quietly optomistic that my issue has ben resolved
Hey Ronski, I had been following you on the Think Broadband forums, about the updates on cabinets in the area, until the topic was closed, so am aware of you, otherwise Id of had no idea where to check on which cabinets were updated and when! lol. Big thanks for the amount of time and effort you went into btw!
Anyway, as for me, I am giving the issue a week, if all looks ok by wednesday 19th, I am happy to close ticket, and resume contact with complaints over compensation, now/when the issue is resolved.
Good luck to any others out there who face similar problems. If you have a similar issue to mine, and seem to be going round in circles with support, perhaps suggest what support finally did for me, see if that helps matters any. No guarantee, but no harm in asking!
I have had a good connection since 6pm on the 13th of Sept now!!
This is the longest it has held for some time, so I am quietly optomistic that my issue has ben resolved
Hey Ronski, I had been following you on the Think Broadband forums, about the updates on cabinets in the area, until the topic was closed, so am aware of you, otherwise Id of had no idea where to check on which cabinets were updated and when! lol. Big thanks for the amount of time and effort you went into btw!
Anyway, as for me, I am giving the issue a week, if all looks ok by wednesday 19th, I am happy to close ticket, and resume contact with complaints over compensation, now/when the issue is resolved.
Good luck to any others out there who face similar problems. If you have a similar issue to mine, and seem to be going round in circles with support, perhaps suggest what support finally did for me, see if that helps matters any. No guarantee, but no harm in asking!
Quote We have adjusted the settings on your line increasing the target noise margin to 12dB up from the previous target of 6dB. This is in an a attempt to help keep the line stable, and should complete in the following 24 hours.
I am also having the same problems. I have been told its my router although I have only had it for 6 months. Feel very cheesed off with the technical advisers attitude and after reading these forum comments I know its going to be an ongoing issue. At the moment I have disconnected my broadband and I am using my dongle until the problem has been sorted. I definitely will not be paying my bill until it is!