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Ticket Raised for intermittent internet

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Grafter
Posts: 100
Registered: ‎29-01-2014

Ticket Raised for intermittent internet

I contacted support last night regarding an intermittent internet connection. I did the master socket test as suggested and posted an update to the ticket.

Could this be looked at for me as it is causing a lot of inconvenience?

Many thanks

17 REPLIES 17
Highlighted
Grafter
Posts: 100
Registered: ‎29-01-2014

Re: Ticket Raised for intermittent internet

Disappointed that my ticket has not been updated.

 

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Plusnet Help Team
Plusnet Help Team
Posts: 7,890
Thanks: 879
Fixes: 380
Registered: ‎01-01-2012

Re: Ticket Raised for intermittent internet

Thanks for getting in touch @greshoff

I've tested your line today and I can see that there are some settings on your line that are set too low that may be making your speeds seem slow or your connection intermittent.

I've arranged for the line to be reset to try and fix this. Can you monitor the connection over the next couple of days and let us know how you get on?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Grafter
Posts: 100
Registered: ‎29-01-2014

Re: Ticket Raised for intermittent internet

Thanks, Which settings were set  too low?

I'll keep an eye on things over the next few days and let you know. Hopefully resetting the line will improve things

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Plusnet Help Team
Plusnet Help Team
Posts: 7,890
Thanks: 879
Fixes: 380
Registered: ‎01-01-2012

Re: Ticket Raised for intermittent internet

Thanks for getting back to us @greshoff

Essentially the Signal to Noise Ratio (or SNR for short) was set too low for your line and may have been trying to make your line faster than it can handle.

Have you noticed any improvement since the reset?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Grafter
Posts: 100
Registered: ‎29-01-2014

Re: Ticket Raised for intermittent internet

Thanks Matthew. What are the current settings of the SNR for my line. I have been out a lot but when I have been home the connection seems tro be more stable. Thanks.

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Plusnet Help Team
Plusnet Help Team
Posts: 1,639
Thanks: 165
Fixes: 70
Registered: ‎06-08-2018

Re: Ticket Raised for intermittent internet

Hello @greshoff,

Thanks for getting back to us and letting us know your service is more stable, glad to hear it's sorted.

 

Do let us know if you need further assistance,

Thanks.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


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Grafter
Posts: 100
Registered: ‎29-01-2014

Re: Ticket Raised for intermittent internet

What are the current settings of the SNR for my line?

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Plusnet Help Team
Plusnet Help Team
Posts: 210
Thanks: 25
Fixes: 15
Registered: ‎30-03-2020

Re: Ticket Raised for intermittent internet

General Information
NTE Status:   NTE Power Status: PowerOn Bypass Status:  
 
  Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 6.8 14.0
SNR Margin: 6.5 3.3
Errored Seconds: 0 0
HEC Errors: 0  
Cell Count: 8285384 24224021
Speed: 1219 20119
 Noor
 Plusnet Help Team
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Plusnet Help Team
Plusnet Help Team
Posts: 210
Thanks: 25
Fixes: 15
Registered: ‎30-03-2020

Re: Ticket Raised for intermittent internet

@greshoff I will attach your supplier results onto here for you. Your SNR is currently set at 3dB.

 Noor
 Plusnet Help Team
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Grafter
Posts: 100
Registered: ‎29-01-2014

Re: Ticket Raised for intermittent internet

Many thanks. No further issues to report all seems stable for now.

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Grafter
Posts: 100
Registered: ‎29-01-2014

Intermittent disconnections

I had the same problem a few weeks ago which I thought had been resolved by plusnet however it appears to have returned.  The  internet drops randomly. I have done all the usual master socket tests etc. Could someone have a look at my line to see if there is something going on? THanks

Highlighted
Grafter
Posts: 100
Registered: ‎29-01-2014

Re: Ticket Raised for intermittent internet

had the same problem a few weeks ago which I thought had been resolved by plusnet however it appears to have returned.  The  internet drops randomly. I have done all the usual master socket tests etc. Could someone have a look at my line to see if there is something going on? Thanks

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All Star
Posts: 1,907
Thanks: 210
Fixes: 21
Registered: ‎02-08-2007

Re: Intermittent disconnections

Highlighted
Grafter
Posts: 100
Registered: ‎29-01-2014

Re: Intermittent disconnections

Yes I have done all the usual master socket tests etc including quiet line test