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Connection cutting out

chrisc1977
Dabbler
Posts: 12
Registered: 01-05-2014

Connection cutting out

Suspect this is more than an isolated incident as other customers are having similar issues - is a problem with my line/BB service? New customer, never had any issues with BB from any other provider.
Thanks
16 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,382
Thanks: 239
Fixes: 67
Registered: 27-04-2007

Re: Connection cutting out

Hi Chrisc1977,
Welcome to the forum, please do stick around when this issue has been sorted.
There does look to be a problem unfortunately. Nothing has been reported in your area, however a dropping connection is one of the more common types of fault to ocurr on an individual service and isn't something that can generally be tied in to a broader issue.
I can see you've already raised a fault with us so please look out for a response to ticket 85050422 ASAP.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
chrisc1977
Dabbler
Posts: 12
Registered: 01-05-2014

Re: Connection cutting out

Ok thanks Alan. Where do i check the status of the fault?
Superuser
Superuser
Posts: 12,210
Thanks: 3,525
Fixes: 22
Registered: 22-08-2007

Re: Connection cutting out

Log into the PlusNET portal.
You might find a "your ticket has been updated" message at the top of the screen - click the link.
Otherwise go to 'help & support' and click 'view my questions'
chrisc1977
Dabbler
Posts: 12
Registered: 01-05-2014

Re: Connection cutting out

Ok thanks Townman.
chrisc1977
Dabbler
Posts: 12
Registered: 01-05-2014

Re: Connection cutting out

I'm still having problems with my connection. is this something that's being worked on?
i've been with plusnet 2 weeks and yet to have a stable connection.
Plusnet Help Team
Plusnet Help Team
Posts: 13,382
Thanks: 239
Fixes: 67
Registered: 27-04-2007

Re: Connection cutting out

Hi there,
Unfortunately there hasn't been any progress as ticket 85050422 closed automatically on Sunday as the faults questions weren't all answered within 48 hours.
I'd advise going back to http://faults.plus.net ASAP to complete the fault checker and keep an eye out to make sure you've got to the step where we've confirmed we have all the information needed to investigate. Or you could give us a call if you prefer and we'll go through this over the phone with you.
Following that I'd recommend checking back for updates at http://contactus.plus.net regularly.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
chrisc1977
Dabbler
Posts: 12
Registered: 01-05-2014

Re: Connection cutting out

Ok tired that Adam. i'm getting:
Broadband Troubleshooter - Error
There's been a problem
Please try using the Broadband Troubleshooter again in a short while. If you continue to have problems please contact our Support Team for help.
Tried the link at different intervals today with same error each time.
This fault is really affecting my work, could you please let me know that at least something is in motion to fix?
Regards


Plusnet Help Team
Plusnet Help Team
Posts: 13,382
Thanks: 239
Fixes: 67
Registered: 27-04-2007

Re: Connection cutting out

Hi there,
It looks like we've since sorted this with you with the SNR reset Chris submitted yesterday for you. Let me know how things are today.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
chrisc1977
Dabbler
Posts: 12
Registered: 01-05-2014

Re: Connection cutting out

Hi Adam,
Still no good. Took me 3/4 minutes just to post this. Keeps slowing and cutting off intermittently.
Run a speed test a few moments ago and got 0.98mbps up and 0.10 down.
Could you please advise?
Regards
Community Veteran
Posts: 26,692
Thanks: 916
Fixes: 10
Registered: 10-04-2007

Re: Connection cutting out

Are you connecting wired or wireless to the router?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
chrisc1977
Dabbler
Posts: 12
Registered: 01-05-2014

Re: Connection cutting out

Hi Jelv,
Connecting wireless with rt66u. Tried wired with similar results.
Never had any problems historically, always had a steady 10mb down.
Thanks
Community Veteran
Posts: 26,692
Thanks: 916
Fixes: 10
Registered: 10-04-2007

Re: Connection cutting out

Similar speed test result or did you mean you still see lost connection when connected wired?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
chrisc1977
Dabbler
Posts: 12
Registered: 01-05-2014

Re: Connection cutting out

Hi Jelv,
Similar results. Chris Pettitt mentioned this on another thread 'spotted that your SNR on your line is very low which is causing your connection to drop'
Was done a few hours back however no change in results.
Thanks
Community Veteran
Posts: 26,692
Thanks: 916
Fixes: 10
Registered: 10-04-2007

Re: Connection cutting out

Can you get the BT diagnostic speed test to run so you can check that the IP Profile is appropriate to your sync speed. You then need to check that the current line speed reported by https://portal.plus.net/my.html?action=data_transfer_speed matches.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)