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Same as everyone else, internet disappearing same time every day.

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Dabbler
Posts: 21
Thanks: 2
Registered: ‎27-01-2018

Same as everyone else, internet disappearing same time every day.

For the last few weeks, internet drops out between 12 and 4 sometimes it comes back on sometimes it's off for hours, working from home is impossible under these circumstances, i understand that the network may be under stress, but i'm paying plusnet for a service i'm not receiving. I would be ok with a reduced speed, but not it disappearing altogether. Looking at the number of topics with similar problems and no reply i'm not holding out much hope.

 

All the people at work haven't had any issues, it's just seems to be plusnet.

31 REPLIES 31
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Hero
Posts: 4,920
Thanks: 2,126
Fixes: 141
Registered: ‎30-06-2016

Re: Same as everyone else, internet disappearing same time every day.

@weblabrador 

When you say it's dropping is it the line or just WiFi? If it's the line, that is, it drops with an Ethernet connection between your router and computer, then what are the Hub lights doing?

If it's just wireless then which Plusnet Hub are you using?

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Newbie
Posts: 1
Thanks: 1
Registered: ‎10-04-2020

Re: Same as everyone else, internet disappearing same time every day.

My router lights with broadband (flickering slowly), WiFi (flickering quickly) and no Internet light at all, even after repeated switch on - switch off. Nothing has been touched, no settings have been changed. PlusNet: you’re NOT ‘doing us proud’
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Dabbler
Posts: 21
Thanks: 2
Registered: ‎27-01-2018

Re: Same as everyone else, internet disappearing same time every day.

Hi Baldrick, at the same time each day, the router disconnects and the red light comes on, it tries connecting, but usually stays off for about three to four hours. Turning the router on and off has no effect, i'm not keen on returning it to factory settings as it seems to be an exchange fault, not the router. The internal and external wiring was checked about 6 months ago, and it was ok, this can't happen.

 

I'm using the Plusnet hub provided:

 

IMG_7314 2.jpg

 

The badge is my son's take on Plusnet at the moment.

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Hero
Posts: 4,920
Thanks: 2,126
Fixes: 141
Registered: ‎30-06-2016

Re: Same as everyone else, internet disappearing same time every day.

@MatthewMaguire Welcome to the forum

Hooking on to someone else's topic both causes confusion and could result in your problem is missed.

I suggest that you start again. If you select either the ADSL or Fibre board, whichever is appropriate, you will see a field labelled 'Start a topic. If you select this you can explain your problem.

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Hero
Posts: 4,920
Thanks: 2,126
Fixes: 141
Registered: ‎30-06-2016

Re: Same as everyone else, internet disappearing same time every day.

@weblabrador 

It sounds very much like an infrastructure problem and apart from suggesting that if you have access to another fibre router to try just in case it's a hub fault it's a case of awaiting the attention of a Plusnet staffer on here or phoning in. The phone lines are working, if you get redirected back here it's because that at the time of your call the wait time is unreasonably long.

I'm sure that you are aware that both Plusnet and Openreach are very short staffed at the moment and struggling to keep the network running. Calling Plusnet names will not help solve your problem or encourage those Plusnet/Openreach employees who are still at work doing their best!

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Dabbler
Posts: 21
Thanks: 2
Registered: ‎27-01-2018

Re: Same as everyone else, internet disappearing same time every day.

I was aware that they may be short staffed because of the lockdown, but struggling to keep a network going? No-one else i've been in contact with has had this problem, in fact they are appalled this is happening at this time and has been occurring for the last 4 weeks.

 

If the internet service we're paying for is only available 2/3 of the time it's needs to be, and for me it's an essential service as i work from home, i'm looking forward to getting back 1/3 of the cost from plusnet... i just want a consistent connection, i don't care if it's reduced speed, but it cutting out completely is unacceptable.

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Plusnet Help Team
Plusnet Help Team
Posts: 8,017
Thanks: 950
Fixes: 388
Registered: ‎01-01-2012

Re: Same as everyone else, internet disappearing same time every day.

Hi @weblabrador

 

I am really sorry to hear that.

There is no fault on your line when tested but I can see that line is dropping.

 

Can you run through our troubleshooting guides here: https://www.plus.net/help/broadband/connection-troubleshooting/

 

I will test your line again around 2-3pm to check if results will be different.

 

-Piotr

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Plusnet Help Team
Plusnet Help Team
Posts: 249
Thanks: 89
Fixes: 20
Registered: ‎08-04-2020

Re: Same as everyone else, internet disappearing same time every day.

Hi again @weblabrador

 

I have managed to test your line while you are experiencing this issue. Tests showed external fault so I have raised it with our suppliers.

You can find fault ticket here https://www.plus.net/wizard/?p=view_question&id=200791095

 

Please accept apologies for this inconvenience.

 

-Piotr

 Piotr
 Plusnet Help Team
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Dabbler
Posts: 21
Thanks: 2
Registered: ‎27-01-2018

Re: Same as everyone else, internet disappearing same time every day.

thank you, Piotr

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Plusnet Help Team
Plusnet Help Team
Posts: 333
Thanks: 40
Fixes: 21
Registered: ‎30-03-2020

Re: Same as everyone else, internet disappearing same time every day.

@weblabrador Please get back in touch if you have any further issues.

 Noor
 Plusnet Help Team
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Dabbler
Posts: 21
Thanks: 2
Registered: ‎27-01-2018

Re: Same as everyone else, internet disappearing same time every day.

It's now nearly 6 o'clock, the internet has been off for over 5 hours...

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Dabbler
Posts: 21
Thanks: 2
Registered: ‎27-01-2018

Re: Same as everyone else, internet disappearing same time every day.

aaaand right on que, it's off...

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Dabbler
Posts: 21
Thanks: 2
Registered: ‎27-01-2018

Re: Same as everyone else, internet disappearing same time every day.

off for over 4 hrs today

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Seasoned Champion
Posts: 1,156
Thanks: 489
Fixes: 23
Registered: ‎07-07-2009

Re: Same as everyone else, internet disappearing same time every day.

@weblabrador Instead of just posting to say that your internet is off have you checked the fault ticket link in message #9 above. That should give an estimated fix time for the fault that was found, I expect the engineers are short staffed and may be taking longer to fix things these days.