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Broadband disconnects when it rains?!

shazwildcat
Dabbler
Posts: 22
Registered: ‎02-06-2009

Broadband disconnects when it rains?!

I can't believe I'm asking this, but there is a definite pattern beyond coincidence now. After having fibre broadband fitted on the 18th October my broadband keeps disconnecting when it rains. I suppose something could have been disturbed, but as far as I know no external wiring was touched during the upgrade.
Everything internal seems sound. We only have one connection box live at the moment anyway and that's the master one with the BT box connected, and one phone. Have done the BT silent line test and its clear.
Am I going nuts?
14 REPLIES
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Broadband disconnects when it rains?!

There's certainly something happening;
<img src="http://community.plus.net/visualradius/generated/image13830413061431.png"/>
I can see you've started the faults wizard, could you complete the questions so we can get this looked into? - http://faults.plus.net
shazwildcat
Dabbler
Posts: 22
Registered: ‎02-06-2009

Re: Broadband disconnects when it rains?!

Will do. I actually failed to finish due to a disconnect Smiley
We're having a dry today, no disconnects!
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Broadband disconnects when it rains?!

Hi there,
I can see you've started running through the wizard but we haven't got the answers to all the questions yet, so the ticket hasn't been raised to our faults team. If you could finish it off that'll make sure it's passed through and means we can get the investigation going for you?
shazwildcat
Dabbler
Posts: 22
Registered: ‎02-06-2009

Re: Broadband disconnects when it rains?!

I've let that ticket close as I'm doing a disconnect diary.
One other thing I've noticed is that as our cabinet has just gone live with fibre there's an engineer in there pretty much everyday, often several times a day. (Its on my neighbours wall so can see them working by looking out the window). I often get a disconnect when they are there.
And still getting a disconnect in the rain, so will start a new ticket when I have a better log of issues.
Thanks
shazwildcat
Dabbler
Posts: 22
Registered: ‎02-06-2009

Re: Broadband disconnects when it rains?!

Yep, definitely dropping when it rains.
Logged as a fault now . Ticket 76624457
Plusnet Help Team
Plusnet Help Team
Posts: 13,742
Thanks: 266
Fixes: 78
Registered: ‎27-04-2007

Re: Broadband disconnects when it rains?!

Quote
I'm doing a disconnect diary.

If there's any way you can attach a copy of that to the open fault ticket that could help out in our investigation into this.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Broadband disconnects when it rains?!

Also looks like your fault is asking for dates/times for an engineer visit - if you could let us know when would be suitable (weekdays either in the morning between 8am and 1pm or afternoons between 1pm and 6pm) we'll get it booked in for you.
shazwildcat
Dabbler
Posts: 22
Registered: ‎02-06-2009

Re: Broadband disconnects when it rains?!

I did add in my original comment on the ticket that I am available all day as I work at home as a web developer, but have updated the ticket with my disconnect log and availability,
Thanks for checking in with that ticket Smiley
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Broadband disconnects when it rains?!

I've just updated your fault ticket with the engineer booking information I've just processed for you Smiley
Chris Pettitt
Cloud Environments Engineer
shazwildcat
Dabbler
Posts: 22
Registered: ‎02-06-2009

Re: Broadband disconnects when it rains?!

I've just updated my ticket with this:
Engineer has been and fitted new wire from the pole to the house, and it goes straight into the BT Socket. He said the external wire was old, and the connection on the pole very poor.
Hopefully this has fixed the issue.
Speed profile has been reset. Does this mean my line is in training mode again?
----------------
Also just had rain and no disconnect - fingers crossed!
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Broadband disconnects when it rains?!

Fantastic news, it does sound like that's fixed it - sincerely hope that's the case (and that it stays that way). Yes, if your speed profile has been reset then it means your line will retrain - should be all sorted within a couple of days, and hope it retrains to a decent speed.
shazwildcat
Dabbler
Posts: 22
Registered: ‎02-06-2009

Re: Broadband disconnects when it rains?!

Sigh - looks like BT have dropped my speed profile again. Don't know why because I've had a great connection since the new wire went in. Only time it disconnects is when the numpties are working in the cabinet outside my house. Thinking of slipping a little note in there asking them to be more careful!
Can plusnet please check my profile and knock it back up thanks.
Sharon
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Broadband disconnects when it rains?!

I've tested your connection and it's detected a phone fault. I've raised this with our supplier and popped a ticket on your account for this.
shazwildcat
Dabbler
Posts: 22
Registered: ‎02-06-2009

Re: Broadband disconnects when it rains?!

Many thanks Chris Smiley