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Disconnects

valart
Grafter
Posts: 418
Thanks: 1
Registered: 09-10-2007

Disconnects

I have no complaints about my broadband but on rare occassions my line disconnects and connects whithin 30 seconds I am just curious to  why  this happens I hope it is not the router on the blink.
11 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 12,776
Thanks: 108
Fixes: 32
Registered: 27-04-2007

Re: Disconnects

Hi valart,
It can be difficult to pinpoint the cause of disconnections without going through the faults process, if you're concerned it might be the router I'd see if you can get your hands on a spare so that can be ruled out.
If you decide to do that and need some comparison here's a view of your connections over the past couple of weeks:
<img src="http://community.plus.net/visualradius/generated/image13819129182509.png"/>
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,531
Thanks: 769
Fixes: 9
Registered: 10-04-2007

Re: Disconnects

Adam, have you also checked for brief sync drops which don't show up on the radius graph?
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)
valart
Grafter
Posts: 418
Thanks: 1
Registered: 09-10-2007

Re: Disconnects

I will try to find another router but it happens not very often but I have noticed that on two occasions it has been on you tube if that as anything to do with it.i think I may get a new router can you advise me on  not too expensive one.
Plusnet Help Team
Plusnet Help Team
Posts: 12,776
Thanks: 108
Fixes: 32
Registered: 27-04-2007

Re: Disconnects

Quote
have you also checked for brief sync drops which don't show up on the radius graph?

I don't have access to the tools to do that jelv, that tends to be our faults team.
@valart I'm going to make sure we check this as you've stated you'd need to buy a new router, I'll speak to one of my colleagues ASAP to try and get that done.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,531
Thanks: 769
Fixes: 9
Registered: 10-04-2007

Re: Disconnects

Is your current router a Plusnet supplied one and if so how long have you had it for?
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)
valart
Grafter
Posts: 418
Thanks: 1
Registered: 09-10-2007

Re: Disconnects

The router is Plusnet this current one is about 8 months old when I first joined Plusnet I was sent two routers and when the bt engineer put in a new face plate in Febuary he told me to use the second router because it might be faulty his thinking was new face plate and new router.
valart
Grafter
Posts: 418
Thanks: 1
Registered: 09-10-2007

Re: Disconnects

Another thing I forgot to mention is since the line drop yesterday my download speed as increased.
Community Veteran
Posts: 26,531
Thanks: 769
Fixes: 9
Registered: 10-04-2007

Re: Disconnects

If it's less than a year old and Plusnet think it needs replacing they should do it for free.
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)
valart
Grafter
Posts: 418
Thanks: 1
Registered: 09-10-2007

Re: Disconnects

If the router is faulty can someone at sales contact me about this problem.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Disconnects

Hi, it wouldn't be the sales team, if you suspect the router is faulty the best thing to do would be to raise a ticket with information about why it's faulty - what errors you're seeing (if any), what the lights are doing etc.
That way our support team will be able to look into it for you and get in touch about a replacement.
valart
Grafter
Posts: 418
Thanks: 1
Registered: 09-10-2007

Re: Disconnects

I will see if i can borrow another router it's not worth raising a  ticket over a few random disconections if not I will get one from Amazon they are not that exspensive.