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Broadband connection frequently dropping

Cat3
Hooked
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Registered: ‎06-10-2022

Broadband connection frequently dropping

Over the last few months my broadband frequently drops with the router flashing amber, sometimes only briefly sometimes for over 10-15 minutes. I’ve tried moving the router and testing the connection straight to my laptop, didn’t seem to make a difference. 

7 REPLIES 7
Baldrick1
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Re: Broadband connection frequently dropping

@Cat3  Welcome to the Community forum.

The first thing to do is report a fault, see. https://www.plus.net/help/report-a-problem/

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jab1
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Re: Broadband connection frequently dropping

@Cat3 

It sounds very much like you have a problem - most likely not in your home/office environment, but more likely in the BT/OR network.

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
Gandalf
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Re: Broadband connection frequently dropping

Hi there,

I'm really sorry to see your broadband's dropping frequently.

I've tested your line tonight and the tests are showing are showing what's known as a high resistance fault so we may have to arrange an engineer to investigate but I'd just like to check first that the problem's not caused by your router or wiring. 

Are you using the router we've sent you a couple of years ago and is it plugged into the master telephone socket using just the cables we've sent also? It may also be worth plugging your router into what's known as the test socket explained Here as this will rule out an issue with internal wiring which could be affecting your connection. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Cat3
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Registered: ‎06-10-2022

Re: Broadband connection frequently dropping

Many thanks for your reply.
The router is plugged in with only the cables supplied and there is only one phone socket in the flat.
Gandalf
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Re: Broadband connection frequently dropping

Thanks for getting back to me Cat.

Ah okay no problem, in that case I think it'd be best to arrange an engineer visit to take a closer look.

What days could you be available? The engineers work 8am to 1pm or 1pm to 6pm.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Cat3
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Registered: ‎06-10-2022

Re: Broadband connection frequently dropping

8am-1pm is best Wed or weekends. Thanks.
Gandalf
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Re: Broadband connection frequently dropping

I've reported a fault with our suppliers and they're carrying out some diagnostic first before arranging an engineer.

In the meantime, did you know that fibre is available in your area? You can either get regular fibre of speeds up to 76mbps, or "full fibre" of speeds anywhere up to 900mbps. If you'd like to upgrade, there'd be some offers in your account Here, alternatively I'll be happy to ask one of my colleagues in our Customer Options Team to call you back.

[edit]

Well those diagnostics didn't take long. We've been given the option to call out engineer so I've arranged this for tomorrow. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet