Broadband constantly dropping out
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Broadband constantly dropping out
24-05-2014 9:43 PM
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We recently moved and have gone from fibre to normal broadband. We have a BT HH3 (the black curved one) which we used without issue in our previous house. We also used it in our new house for the first 3 weeks without issue. However, for the last week the broadband is constantly dropping out. The BT HH3 broadband light is constantly turning off, then goes through the process of reconnecting. Then sometimes it works for a couple of hours, sometimes minutes. The broadband then drops out again, and so on and so on.
Nothing has changed in the last week (ie no new equipment connected, new phones or anything like that). I've tried switching it off an on, disconnecting it, resetting it but the problem reoccurs shortly after.
Any help would be appreciated, it is driving me mad the constant loss of connectivity.
Regards
Re: Broadband constantly dropping out
24-05-2014 9:55 PM
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Re: Broadband constantly dropping out
26-05-2014 7:38 AM
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Regards
Re: Broadband constantly dropping out
27-05-2014 11:37 AM
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We've got your Fault Report. Can you advise whether or not this has happened since you've moved over to ADSL? or was a similar issue evident on Fibre?
Re: Broadband constantly dropping out
27-05-2014 4:46 PM
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Regards
PS and if someone can resolve the billing issue I'm currently having I would appreciate it.
Re: Broadband constantly dropping out
27-05-2014 4:50 PM
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With regards to your bill, I'll reply to Ticket: 86181442 within the next few moments for you.
Re: Broadband constantly dropping out
27-05-2014 5:05 PM
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Re: Broadband constantly dropping out
31-05-2014 7:14 AM
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Trying to work this morning and I have had to revert to my wireless dongle because the drop outs on our home broadband are constant, it is unusable!
Please can someone help!!
Regards
Re: Broadband constantly dropping out
02-06-2014 8:31 AM
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Regards
Re: Broadband constantly dropping out
02-06-2014 8:59 AM
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I'm sorry to hear that the engineer was unable to locate a fault on the line and that the issue is still ongoing. I've reviewed the engineers notes who noted that your router was resetting itself when he visited and his testing was unable to locate a fault on the BT Network.
I can see that your connection has continued to drop out, and for this reason, we will need to arrange a further engineer visit for further investigation. Any ideas when you can be available?
Re: Broadband constantly dropping out
02-06-2014 9:28 AM
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Quote from: iballsas ... has become typical of what I've come to expect from PlusNet thus far.
Seems a tad unreasonable blaming PlusNET for BTOR's failure to locate and fix what is quite apparently a BT equipment fault. Unless the engineer checked the line from the cabinet as well as from your premises, there is the possibility that a potential fault was not actually looked for.
Is there any noise on the line - dial 17070 option 2.
Can you please collect and post the data requested in the speed issues post at the top of this forum.?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Broadband constantly dropping out
02-06-2014 6:16 PM
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An engineer anytime would be appreciated. My wife is generally at home so long as 24 hrs notice is provided.
Regards
Re: Broadband constantly dropping out
03-06-2014 10:06 AM
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