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Broadband keeps dropping out intermittently

mrobo77
Newbie
Posts: 2
Registered: 06-08-2017

Broadband keeps dropping out intermittently

Hi my broadband has been dropping out intermittently since Thursday last week could you please help im gettibg it in the ear off the mrs as it keeps dropping out when she is trying to watch her soaps through bbc iplayer and ch4 player
5 REPLIES
Superuser
Superuser
Posts: 10,023
Thanks: 1,562
Fixes: 19
Registered: 22-08-2007

Re: Broadband keeps dropping out intermittently

Hi @mrobo77,

A warm welcome to the forums.  I hope your ears are not bleeding too much and you are not out in the cold?  Being spared the soaps could be cause enough not to fix the problem! Funny  But that might lead to a bleeding nose as well as ears!

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.


 

How is your line performing?

Please post your router stats; for PN TG582n and 2704n routers use the buttons below, for other routers look at the Kitz link.

Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router!

Also find your CURRENT SPEED (PlusNet line profile) from the PlusNet user portal - you will need to log in.


Which router are you using?

Also take a look at the speed issues thread - see the link below.

 

All of the above information will help non-Plusnet people to offer advice and guidance on what to do next.

Plusnet Staff
Plusnet Staff
Posts: 17,640
Thanks: 534
Fixes: 159
Registered: 05-04-2007

Re: Broadband keeps dropping out intermittently

Hi there,

 

Checking your line we're seeing a few disconnections but not many really, are you seeing more than the graph below?

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Superuser
Superuser
Posts: 10,023
Thanks: 1,562
Fixes: 19
Registered: 22-08-2007

Re: Broadband keeps dropping out intermittently

Given that graph this seems unlikely to be a connection stability issue. We need to look at speed and throughput. Can you please supply the requested information?

Is the TV connected to the internet over wifi or Ethernet?
mrobo77
Newbie
Posts: 2
Registered: 06-08-2017

Re: Broadband keeps dropping out intermittently

Hi Chris

my wife would be 5 mins into a program then it would say network connection fail this is hard wired also tried my PlayStation and was also struggling online 

Plusnet Staff
Plusnet Staff
Posts: 17,640
Thanks: 534
Fixes: 159
Registered: 05-04-2007

Re: Broadband keeps dropping out intermittently

Strange as we're really not seeing many disconnections. Would you be able to record the time next time this occurs so we can try and match it up?

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff