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Broadband connection problems

paulwright39
Dabbler
Posts: 21
Registered: ‎28-08-2013

Broadband connection problems

Hi there,
I've noticed over the last 7 days my broadband has had Browser / internet and connection problems.  Aslo unable to watch BBC iplayer or watch youtube videos without pausing / delays. All laptops are up to date with drivers. I've run the BT speedtest but that comes back with 5. Mb download and upload 300kb.  The broadband service doesnt reflect these speeds?
Have also had plusnet  Assist popping up regulary advising connection problems, I have followed on screen instructions but problem still persists. I have tried calling support but queue times are 15mins before being answered so unable to get through.
I've checked service update and see that some maintenance performed recently however has stopped but still affects service.
Please advise.
Many thanks
14 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,644
Thanks: 262
Fixes: 76
Registered: ‎27-04-2007

Re: Broadband connection problems

Hi there,
I've just been looking at your account and I've just spotted and fixed an issue with mismatched speed profiles, that in turn could have caused the issue you've been seeing. Can you see if that's helped at all as soon as you can?
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
paulwright39
Dabbler
Posts: 21
Registered: ‎28-08-2013

Re: Broadband connection problems

HI Adam, thanks for the update. Unfortunately still getting the error from Plusnet assist pop up.
I've not noticed any difference with speed on the connection.
The original max speed of 6.2 Mb before the problems started seems fast compared to speed now. Will there be any chance of fibre at our address soon ? thanks
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Broadband connection problems

Your line is disconnecting fairly frequently;
<img src="http://community.plus.net/visualradius/generated/image13777052469967.png"/>
I'd suggest running through our faults wizard and if your line is still disconnecting we need to take a closer look.
There's no information on fibre for your exchange yet, any information regarding this can be found here.
paulwright39
Dabbler
Posts: 21
Registered: ‎28-08-2013

Slow broadband speed / dropouts ?

Hi there,
As per previous query regarding slow speed and dropouts being confirmed a few weeks ago the symptoms have still not been resolved. Please can someone look into this for me ?
thanks
audioaviator
Newbie
Posts: 8
Registered: ‎08-09-2013

Re: Slow broadband speed / dropouts ?

I too have been having exactly the same problems here the past couple of weeks, no resolve  Sad
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Broadband connection problems

two topics merged
paulwright39
Dabbler
Posts: 21
Registered: ‎28-08-2013

Re: Broadband connection problems

Broadband is dropping again Sad    I switched to plusnet based on price and service was good at the start of contract but after a few months speed and dropouts are really annoying.
Can someone from support resolve this......?
Superuser
Superuser
Posts: 9,885
Thanks: 1,250
Fixes: 71
Registered: ‎06-04-2007

Re: Broadband connection problems

Quote from: chrispurvey
I'd suggest running through our faults wizard and if your line is still disconnecting we need to take a closer look.

Have you raised a disconnecting fault ticket via the link provided by Chris Purvey?
David
paulwright39
Dabbler
Posts: 21
Registered: ‎28-08-2013

Re: Broadband connection problems

Just got hold of an old router that I can try instead of plusnet one as advise by fault finder,  will then raise ticket.
paulwright39
Dabbler
Posts: 21
Registered: ‎28-08-2013

Whats the best replacement router to buy to test the line as broadband slow ?

Hi there,
Broadband speed is slow.... .Whats the best replacement router to buy to test the line with as the automated assist advises to do this before raising  a ticket. 
thanks
Community Veteran
Posts: 6,773
Thanks: 258
Fixes: 21
Registered: ‎16-02-2009

Re: Whats the best replacement router to buy to test the line as broadband slow ?

You don't actually need to buy a new router. What is the assistant actually asking you to do?
I think (from memory) you need to plug in to the test socket and that's about it.
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Broadband connection problems

Topics merged - what was the effect of the old router you obtained
Can I suggest providing the information requested here and we may be able to see the problem http://community.plus.net/forum/index.php/topic,96155.0.html
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Broadband connection problems

Your conenction has remained mor stable since I last looked;
<img src="http://community.plus.net/visualradius/generated/image13806204651070.png"/>
Could you complete faults questions at http://faults.plus.net and we'll get your line tested.
paulwright39
Dabbler
Posts: 21
Registered: ‎28-08-2013

Re: Broadband connection problems

The router is plugged into the test socket, so will see what happens