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Broadband not working

chrisev22
Newbie
Posts: 6
Registered: ‎29-01-2022

Broadband not working

For about 10 days now my broadband has been working only intermittently. I’ve tried turning the router off, waiting a few minutes, then turning it on again. I’ve tried rebooting the computer, using different devices etc., but nothing has any effect. Sometimes there’s no internet for several hours at a time. I’ve been trying to get through to Plusnet, but there’s no customer service open on the telephone lines despite it being within the times stated on the website for the office to be open. I note you also can’t email or leave Plusnet a message.
15 REPLIES 15
Townman
Superuser
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Thanks: 9,907
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Re: Broadband not working

Have you checked the phone line for a dial tone / noise?

Dial 17070 option 2.

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.

chrisev22
Newbie
Posts: 6
Registered: ‎29-01-2022

Re: Broadband not working

Thanks for the message. Unfortunately I don’t use the telephone landline and don’t own a telephone landline handset. The only reason I have the line is for broadband. I therefore have no way of checking whether there’s a dialling tone.
jab1
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Registered: ‎24-02-2012

Re: Broadband not working

Which Hub do you have?Huh

John
chrisev22
Newbie
Posts: 6
Registered: ‎29-01-2022

Re: Broadband not working

Hello. My router is a Sagemcom router.
jab1
Legend
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Registered: ‎24-02-2012

Re: Broadband not working

So you've had it for a while? What is the model number?

John
chrisev22
Newbie
Posts: 6
Registered: ‎29-01-2022

Re: Broadband not working

The router is 7 months old.
The model number is 2704N
Thanks🙂
Townman
Superuser
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Registered: ‎22-08-2007

Re: Broadband not working

Being able to check for a dial tone and that the line is quiet is a fundamental diagnostic step. Without checking that, nearly everything else is a waste of effort.

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.

chrisev22
Newbie
Posts: 6
Registered: ‎29-01-2022

Re: Broadband not working

Can Plusnet check remotely whether the line is working or do they need to send an engineer?
jab1
Legend
Posts: 18,636
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Registered: ‎24-02-2012

Re: Broadband not working

OK, a Hub0 then. I'm not that familiar with them, so will leave this topic to @Townman , otherwise I may give you incorrect information.

John
chrisev22
Newbie
Posts: 6
Registered: ‎29-01-2022

Re: Broadband not working

Thanks for your help all the same. 🙂
Townman
Superuser
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Registered: ‎22-08-2007

Re: Broadband not working

@jab1

At this juncture the model of the hub is not overly relevant. Until we know if there is a dial tone and no noise there nothing we users can do to assist. Possession of a telephone hand set ought to be mandated in the T&Cs, but it is not. Therefore the user will need to wait until support pick up the issue here, phone them support centre or (if they have a mobile phone) use the SMS phone line test service as documented in the user portal.

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.

Gel
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Re: Broadband not working

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
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Registered: ‎01-12-2020

Re: Broadband not working

Thanks a lot for for getting in touch @chrisev22 and I'm really sorry to see how intermittent the line has been lately. Testing the line this afternoon has found that the target SNR is already quite high - 15dB,which is supposed to counteract instability. My ADSL test didn't find any underlying faults with the service, though it was recommended that we turn on interleaving to try and stabilise your line further.

This has now been done, so please monitor your connection over the next week or so and let us know if things are still not improving. We may need to arrange an engineer visit.

I'll pop my test results below to see if our community members would like to make any further suggestions here. I suppose the next course of action, if interleaving does not improve your service, would be to modify the connection profile from "standard" to "stable".

Apologies for the delayed response from Plusnet as well @chrisev22 - flying solo on the forum this weekend!

KBD
xDSL Status Check
Circuit ID:   Service ID:  
Telephone NO.: NA Test Executed On: 30-01-2022 16:25:50
xDSL Status Test Summary
Sync Status: Circuit In Sync
General Information
NTE Status:   NTE Power Status: PowerOn Bypass Status:  
 
  Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 17.8 34.0
SNR Margin: 6.5 15.0
Errored Seconds: 0 0
HEC Errors: 0  
Cell Count: 5247 23214
Speed: 1172 10771
 
Maximum Stable Rate (KBPS): 12480 Fault Threshold Rate (KBPS): 9984
Mean Time Between Retrains (Seconds): 8263 Mean Time Between Errors Upstream (Seconds): 630
Indicative Line Quality: R Mean Time Between Errors Downstream (Seconds): 36
Custom Thresholds
Copper Line Test
Circuit ID:   Service ID:  
Telephone NO.: NA Test Executed On: 30-01-2022 16:28:36
Status: Pass MFL: OK OR Test ID: dys00556dat01:293096928
Test Outcome: CIDT LINE TEST OK - ALL SOCKETS UNPLUGGED DTR: T302
Copper Test Details
  A to E B to E
Capacitance: 210 NanoFarad 212 NanoFarad
DP Line Length Estimate: 1844 Metres DN Line Length Estimate: 1857 Metres
Celerity:   Line Loss: 29.02 dB
Line Stability: Stable
Fault Report Advised: N
Service Level: 2
BRAGOutcome: NA
Faceplate: Not Detected
Radius
 Adam
 Plusnet Help Team - Leeds
Townman
Superuser
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Registered: ‎22-08-2007

Re: Broadband not working

15dB is aggressive DLM management and that does not happen for no good reason.

No fault found WHEN TESTED could imply an intermittent fault, typical of wet joints - which come and go and are best identified by running QLTs ... but that requires a telephone handset!!!

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.