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Broadband dropping

pipstar
Newbie
Posts: 2
Registered: 30-07-2013

Broadband dropping

I have been with plusnet for about 1 month now and over the last week our router has stopped working twice and we have had to reset it. Also our speed is MAX 3mb but there or other people on other providers 1 street away on 6mb and more people 1mile away who have got 16mb  Angry
3 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 12,776
Thanks: 108
Fixes: 32
Registered: 27-04-2007

Re: Broadband dropping

Hi there,
Sorry to hear about the issue with the router, it sounds like there may be an issue with the device if you're only able to reconnect after powering it off, then back on, is that what you mean by resetting it? From our point of view your connection looks pretty stable too, if the router does turn out to be the issue we're happy to help get that replaced, failing that we'll need to get through the usual faults process to get things sorted.
<img src="http://community.plus.net/visualradius/generated/image1375272362920.png"/>
Regarding speeds, 3mb does seem to be appropriate to your line estimate. Others on the next street may well be using different types of connection such as fibre and may well be closer to the exchange so there's lots of factors that could account for the difference.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
pipstar
Newbie
Posts: 2
Registered: 30-07-2013

Re: Broadband dropping

I am reseting it by pressing the button at the back. How do I go about getting it replaced?
In regards to other people getting faster speeds - we don't have fibre down here yet and they are in the next road to us
Plusnet Help Team
Plusnet Help Team
Posts: 12,776
Thanks: 108
Fixes: 32
Registered: 27-04-2007

Re: Broadband dropping

Quote
I am reseting it by pressing the button at the back. How do I go about getting it replaced?

There's just a few things we'd like to check with you first to make sure and just to see if we can fix this without you having to wait for a new router to be posted out.
The next time this happens can you have a look and see if the broadband light goes out? Also could you try unplugging the DSL cable (the one that connects it to the phone socket via a filter) and then reconnecting it to see if that brings the connection back up?
Thanks,
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team