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Connection drops constantly

Eric83
Dabbler
Posts: 11
Registered: 06-11-2012

Re: Connection drops constantly

Set the new plusnet router up, no immediate improvement to download speed, it's still 0.45Mbps.
Phone calls to friends and family using a wired phone plugged into the test plug under the face of the master phone socket via a brand new micro filter are crackly, person on the other end of the phone can hear crackling too.
It seems I've had disconnects already this evening judging by the flashing broadband light on the new router.
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Connection drops constantly

Are calls still crackly if you plug the wired phone direct in to the test socket without a filter? It would also be good if you could test with a second telephone handset.
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)
Community Veteran
Posts: 3,188
Thanks: 20
Fixes: 2
Registered: 31-07-2007

Re: Connection drops constantly

Any audible crackling / poping / snake hissing is a phone line fault, intermittent it maybe but it needs fixed or it will keep clearing up and coming back..  So book a BT visit and make sure the engineer physically tests from your house to the pole, the pole to the cabinet and finally cabinet to the exchange.
They rely on a  machine to do those tests while in your house and are reluctant to actually go to the pole/cabinet as it takes time.
Currently in the same situation and had the same earlier in the year, now have a hissy line waiting on the BT engineer this Monday
Unvalued customer since 2001 funding cheap internet for others / DSL/Fibre house move 24 month regrade from 8th May 2017
Eric83
Dabbler
Posts: 11
Registered: 06-11-2012

Re: Connection drops constantly

That's what I suspected all along.
Time to advise of my 3 preferred appointment times again.
Plusnet Help Team
Plusnet Help Team
Posts: 13,487
Thanks: 248
Fixes: 68
Registered: 27-04-2007

Re: Connection drops constantly

There's no indication on the fault notes that an engineer may be needed but that may change.
We've been advised that a response should be received by the end of the day on 14/11 but our faults team should be in touch when we have an update.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Eric83
Dabbler
Posts: 11
Registered: 06-11-2012

Re: Connection drops constantly

So, an engineer came to my house, used the master socket and ran some tests this afternoon and finished by saying "that's the fault on your line fixed, goodbye" Fantastic I thought.
This evening I see zero improvement to my connection speed, getting 0.4Mbps download speeds at best Cry
Can anyone give me a diagnosis from the screenshots attached?
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Connection drops constantly

I suspect your connection is banded so until that is removed you won't see faster speeds even if the engineer has fixed the fault. Plusnet will have to ask for the banding to be removed.
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)
Eric83
Dabbler
Posts: 11
Registered: 06-11-2012

Re: Connection drops constantly

I despair.
Whatever fault has been fixed by the engineer who came round yesterday has not got rid of the noise on my phone.
Lots of crackling again this evening audible to me and confirmed by the plusnet technical support person receiving the call.
0.2Mbps download speeds and dropped connections for 5 minutes at a time.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Connection drops constantly

Hi,
I'm really sorry to hear that the issue has not been resolved following the recent engineers visit.
I'll get this picked up for you first thing in the morning and I'll be in touch.
Chris Pettitt
Cloud Environments Engineer
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Connection drops constantly

I can see that you have been back in touch with our Telephone Faults Team and they have passed this issue back over to our suppliers. We should have a further update for you shortly.
Chris Pettitt
Cloud Environments Engineer