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3rd time this week my wifi has dropped out for 2-4hours at a time

Peaches1988
Newbie
Posts: 4
Registered: ‎11-08-2023

3rd time this week my wifi has dropped out for 2-4hours at a time

My local area seems to be experiencing WiFi connection problems (confirmed on local Facebook page of multiple issues in the area), 3 times this week the connection has dropped out and not been restored for up to 4 hours at a time. No information received from Plusnet regarding any current problems.
9 REPLIES 9
jab1
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Registered: ‎24-02-2012

Re: 3rd time this week my wifi has dropped out for 2-4hours at a time

@Peaches1988 I presume you mean your Internet connection, rather than Wi-Fi, but if as you say it is a local area problem, then it will be being investigated by OpenReach, not Plusnet. Only if a very large area - say a whole exchange area - is affected by a long-term issue will PN/other ISPs be informed and publish that information for their customers.

If you put your full phone number in here - https://status.zen.co.uk/broadband/  , you may find what OR are doing about it, but the information is a little technical/cryptic at times.

John
Peaches1988
Newbie
Posts: 4
Registered: ‎11-08-2023

Re: 3rd time this week my wifi has dropped out for 2-4hours at a time

Sorry yea internet connection is down, still currently down now as we speak, almost 3 hours now. Popping my number on the link provided didn't give any further information unfortunately too.
jab1
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Registered: ‎24-02-2012

Re: 3rd time this week my wifi has dropped out for 2-4hours at a time

No problem - many people seem to confuse 'Internet' and 'Wi-Fi' but I always check. I'm a little surprised to hear there was nothing on that linked site - there is usually something, even if it is only to the effect of 'yes, we know about it, and are working on it'. What is your exchange/area code?

John
Peaches1988
Newbie
Posts: 4
Registered: ‎11-08-2023

Re: 3rd time this week my wifi has dropped out for 2-4hours at a time

Do you mean landline area code? If so it's 02392
jab1
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Registered: ‎24-02-2012

Re: 3rd time this week my wifi has dropped out for 2-4hours at a time

I did, and thank you. I'll go and check another possible source of help.

John
jab1
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Re: 3rd time this week my wifi has dropped out for 2-4hours at a time

@Peaches1988 I've just checked various other sites - none of them are reporting any major issues in your area. How widespread are the FB reports?

John
Peaches1988
Newbie
Posts: 4
Registered: ‎11-08-2023

Re: 3rd time this week my wifi has dropped out for 2-4hours at a time

From what I've read approx 2 mile ish, and effecting those with fibre. Other reports of non fibre is working fine in the same area. Currently still down.
jab1
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Registered: ‎24-02-2012

Re: 3rd time this week my wifi has dropped out for 2-4hours at a time

OK. Just seems strange I can't find any widespread issues reported, across multiple reference sites I have checked.

Can i suggest you try the below. Let us know what response you get.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

John
pjmarsh
Superuser
Superuser
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Registered: ‎06-04-2007

Re: 3rd time this week my wifi has dropped out for 2-4hours at a time

@Peaches1988, when you say "multiple issues", roughly how many our you talking about?  I know on my local Facebook group (for a large village/small town), every few weeks someone will post about "broadband issues", and then there will be a bunch of replies from various people saying they also have issues.  With those it'll be a mix of people with genuine line issues, some people with wifi issues around their house (which isn't the ISPs issues), and some people who just want to moan about how bad their ISP is without any real substance, or them prepared to do anything about it.

It sounds like you have a genuine issue, but weather it is a wider issue not picked up as a wider issue, or just a small number of people with line issues and others who don't is hard to tell.

Ultimately for you the best cause of action is the same anyway.  Do the troubleshooting and if it's still there get the issue reported.

Edit: Just to be clear, the troubleshooting and reporting I mention is what @jab1 has posted in message #9

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.