Broadband not working
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Broadband not working
Broadband not working
10-09-2017 11:57 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Have completed all troubleshooting steps on website. Broadband light keeps flashing. So frustrated with this. Please help!
Re: Broadband not working
10-09-2017 12:33 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Broadband not working
10-09-2017 12:35 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi,
A warm welcome to the forums. Sorry to learn of your long standing problem. What have you done so far? Which router do you have? Which lights (colour) is flashing? What do you see when trying to access the internet?
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.
If the above is OK, then double check through the speed issues thread (see link below) and then use the broadband fault reporter (link below).
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 not working
11-09-2017 4:28 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sorry to hear your connection isn't working.
If you raise this here we'll look into this.
Re: Broadband not working
on 11-09-2017 4:53 PM - last edited on 11-09-2017 5:01 PM by Mav
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Difficult with no internet connection? Can the fault be raised and investigated from the Plusnet end.
Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.
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.
Re: Broadband not working
12-09-2017 2:57 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
We'd assume that being able to contact us via the internet, that they're able to raise a fault online.
I've arranged for one of my colleagues to call you back after 4pm to help you out.
Re: Broadband not working
12-09-2017 3:26 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@Gandalf thank you. I followed the link provided above by @MatthewWheeler that takes me to the form to complete with contact details etc. I already completed this last week but wasn't contacted.
I am at work at the moment so don't know if calling me this afternoon will be of help if I am not with the router etc?
Re: Broadband not working
12-09-2017 3:32 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
No worries, I've cancelled the call back as my colleague finishes shortly after 4.
From looking at your account, no fault has been raised. I can see where you've started the broadband troubleshooter but then closed it as resolved shortly after. Please can you spend a few minutes filling out the details again?
Thanks
Re: Broadband not working
14-09-2017 8:36 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks. I have gone through the troubleshooting and tried with another microfilter. This seems to have worked,
Is it possible to send me a replacement microfilter? I have only managed to borrow one,
Thanks
Re: Broadband not working
15-09-2017 7:33 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I would really like Plusnet to provide me with the broadband service that I pay for and which was working fairly well until recently. I don't see why I should have to buy extra equipment just so you can fix it.
Re: Broadband not working
19-09-2017 2:02 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sorry for the delayed response.
I've just sent you a new microfilter now, we'll get it to you as soon as we can
.
If you're not able to try a different router, I'd recommend trying the other steps of the troubleshooting.
Re: Broadband not working
19-09-2017 2:48 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks very much for your assistance. Much appreciated
Re: Broadband not working
19-09-2017 3:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page