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Constant Disconnects

michaeldt
Newbie
Posts: 4
Registered: 24-03-2013

Constant Disconnects

First off, is there any way to contact plusnet support by email? I don't use a home phone and don't want to spend money on my mobile to ring them, but I can't for the life of me find any way of emailing support...
But anyway, perhaps I'll get some luck here.
Starting this weekend I have been getting disconnects every few minutes. My SNR has dropped to less than 3dB. I've changed routers, cables, filters and I'm plugged into the test socket. No change. The only way to get a stable connection (disconnects less frequently) is to force the router to connect at G.DMT instead of ADSL2+.
9 REPLIES
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Constant Disconnects

michaeldt
Newbie
Posts: 4
Registered: 24-03-2013

Re: Constant Disconnects

Thanks Andy. I tried the troubleshooter all weekend but it still doesn't work. Funnily, it says to contact the support team if the problem persists...
Or did you point me there because there's an email address I'm not seeing?
dick:quote
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Constant Disconnects

What error does it give when you try to use the faults process?
I believe there is a number for PN support for mobiles that will be included in your monthly free minutes.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Constant Disconnects

Hi michaeldt,
Can you try the fault troubleshooter again http://faults.plus.net
Let me know the outcome.
Your line has certainly seen a high number of disconnections over the weekend.
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13642221006943.png"/>
What router is it that you're using?
Chris
michaeldt
Newbie
Posts: 4
Registered: 24-03-2013

Re: Constant Disconnects

Thanks Chris. I've tried the fault checker again and this time it went past the contact details stage. I've completed the process.
The router in use when the problems started is a Thomson TG585v7, I switched to a D-Link DSL2640B last night and the problem persisted, so I downgraded to G.DMT on the D-Link just to have something resembling a stable connection.
jim:quote
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Constant Disconnects

Who do you pay your line rental to? I suggest you get a cheap corded phone so you can listen to your line for any crackling or other noises.
Edit: You could goto a phone box and ring them for free on the 0800-432-0200 number if you wanted to.
michaeldt
Newbie
Posts: 4
Registered: 24-03-2013

Re: Constant Disconnects

Quote from: Anotherone
Who do you pay your line rental to? I suggest you get a cheap corded phone so you can listen to your line for any crackling or other noises.
Edit: You could goto a phone box and ring them for free on the 0800-432-0200 number if you wanted to.

I should think a company which advertises it's commitment to customer service would not force it's customers to go to these lengths to contact them. If the fault checker had been working I'd have been less annoyed, but since that's the only way to report a problem and that it wasn't working all weekend for me, I found it very frustrating. Simply having an email address to conact them on would be preferable for just these occasions. Lets hope I don't have broadband issues next time I get a bad cold!
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Constant Disconnects

You could have just raised a ticket (question) without using the trouble shooter if nothing else was really convenient.
So is your fault fixed now?
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Constant Disconnects

We've got your fault ticket and are currently testing your line, initial tests show that the phone line is OK, but we'll now do some more intrusive testing and update you with the results.