cancel
Showing results for 
Search instead for 
Did you mean: 

Broadband disconnecting - slow speed.

shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Broadband disconnecting - slow speed.

Hello,
I made a post about a month ago but seemed to have not kept up to date with it.
My broadband seems to keep disconnecting automatically. Just now it disconnected twice in a row and it also happens when the phone rings (Like dial-up). I have changed the ADSL filter and no luck! The internet speed is currently under 1mb/s - peak is around 700kb/s. I would like to see this increase as well.
Will a new router help fix this problem? If not, why won't it fix it?
Is it possible you could find out what is causing this? How can you fix this?
Many thanks,
Shiobi12
15 REPLIES
shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Re: Broadband disconnecting - slow speed.

*BUMP* Any support from Plusnet or forum members?  Tongue
Community Veteran
Posts: 1,656
Registered: ‎13-06-2007

Re: Broadband disconnecting - slow speed.

Sounds like a line fault as it shouldn't be disconnecting when the phone rings!
As you've tried new filters I'd definitely be running the fault checker (http://faults.plus.net)
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Broadband disconnecting - slow speed.

Hi shiobi12,
As buntrob has mentioned, if you could raise a fault online at http://faults.plus.net our Faults Team will be able to get this looked into for you.
Chris Pettitt
Cloud Environments Engineer
shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Re: Broadband disconnecting - slow speed.

Hello,
Thank you for the replies. I have now raised a ticket with the faults team, hopefully I don't have to pay for the engineer to come out!
shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Re: Broadband disconnecting - slow speed.

I haven't received an update on my situation with a possible fault. It's been 24 hours and there has been no update.
The disconnections have gone considerably worse. My family can barely do anything with regards to the internet as it just disconnects constantly.
I am a bit surprised, the internet has disconnected during this post!
shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Re: Broadband disconnecting - slow speed.

Here's my internet download and upload speed.
http://www.thinkbroadband.com/speedtest/button/139518249483123417041.png
That 5MB/s download speed doesn't really reflect my internet as I only seem to actually download at about 500-600KB/s. It used to be around 2.5-3MB/s when it was really good!
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Broadband disconnecting - slow speed.

Our Faults Team will be back in touch within the next 24-48 hours with further information on this for you.
Chris Pettitt
Cloud Environments Engineer
shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Re: Broadband disconnecting - slow speed.

Hello,
It's been around about 48 hours now since you said that I will be contacted by the faults team. I've had no update and it's still got the same problem.
"Thanks, you've given us all the information we need to investigate your problem
A Ticket has been raised to our Faults Team with these details. We'll contact you as soon as we have more information and let you know what happens next.
In the meantime, we'll run some tests on your telephone line over the next 24 hours.
You can help us by:
Leaving all your equipment plugged in and switched on.
Making sure you've given us a contact number we can reach you on. If you've given us a mobile number we'll text you to keep you updated.
Please contact us if you need to provide a different contact number, or if there's any change to the problem you're having.
When the problem with your phone is fixed
Your broadband should work again. If you find your broadband is slower than before you reported this problem don't worry, this is normal. You'll need to be connected for up to 3 days before your broadband speeds return the speeds prior to the problem.

I don't know if the highlighted part is my solution?
shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Re: Broadband disconnecting - slow speed.

Still no update from the PlusNet staff as my issue still persists. Slow internet speed and disconnections! The phone has a dial tone but is noisy and crackly.
Any updates would be extremely helpful!
Highlighted
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Broadband disconnecting - slow speed.

Your Fault Ticket (Ticket: 82956604) was updated on 18/03/14 @ 16:49.
We've requested that you carry out a couple more checks for us.
Quote
"Connect your phone handset to the main telephone socket, and unplug all other equipment from the line (ideally, please try this from the test socket behind the removable front plate of the master socket)
If this solves the problem then this is most likely an issue with a device connected to your line or your extension wiring.
- If possible test the line with a different phone handset, or try your existing handset elsewhere.
- Check that your line is correctly filtered ( with microfilters ) as this can cause issues with the telephone service if the line is not correctly filtered.
- If you are using a cordless phone ensure that the batteries have been changed.
- Check for any obvious damage to the overhead cables coming into your property.
If you have done all the above checks and the issue is still evident then we can raise the fault for you to our wholesale provider."
Chris Pettitt
Cloud Environments Engineer
shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Re: Broadband disconnecting - slow speed.

Hello Chris,
My internet and phone has been connected to the test socket since the last time I had issues with the same problem. It didn't fix it either.
So would the router need to be unplugged? I just need the telephone connected? How long will the internet need to be off for?
All of the checks that you suggested have have been done - nothing works.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Broadband disconnecting - slow speed.

What we want to establish is whether or not you still get noise on your line with just the telephone plugged in and connected to your Test Socket?
Chris Pettitt
Cloud Environments Engineer
shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Re: Broadband disconnecting - slow speed.

I've just tested it now with just the telephone plugged in and it still sounds noisy.  I just hear "beep" crackles/noise "beep" and so on..
The noise/crackles seem to be a bit quieter but it's still there.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Broadband disconnecting - slow speed.

Thanks for checking that.
Can you update your Fault Ticket with that very information so our Faults Team are aware?
Chris Pettitt
Cloud Environments Engineer