Fibre broadband drop out

[Bridiebabes]

Hi everyone recently my connection drops out a few times a day, I have Plusnet hub 2 and when it drops it flashes orange then few minutes pass and it reconnects. It's becoming more frequent.

Things I have done turned router on and off.
Factory reset.
Checked broadband socket.
Changed micro filter.

Possibly line fault?

Thank you

[pvmb]

Assuming you are on FTTC...

Do you still have a landline phone? If yes then have you listened to the line using the Quiet Line Test (Dial 17070 Option 2) to check for crackling noises?

Or tested your line: Text 'PHONE <line number>' to 07800 008121

[Bridiebabes]

Morning unfortunately not, it's just the broadband only package.
I did text help but I think where I don't have a phone line it can't be checked

[jab1]

@Bridiebabes If you are on SOGEA, a screenshot of your connection status page, as in the  picture below, is useful. Please. Obscure personal details, though.

[jab1]

@Bridiebabes Sight of this page would also help, please:

[Bridiebabes]

Sorry how do I add screenshots like that?

[Bridiebabes]

[jab1]

@Bridiebabes Thanks for that. Assuming you are on FTTC, please follow the below - you have a major issue.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

[Bridiebabes]

I don't have a phone line this is broadband only package. I shall report now thank you

[jab1]

I think that is mentioned in my post - yes.

[Bridiebabes]

I tryed this yesterday by texting help to that number, all I got was we was unable to match this mobile number with a Plusnet account etc

[jab1]

Ah - a well known issue.All you can do is all them up - 0330 123 9123.

[Bridiebabes]

Will do that thank you for your help been great

[willcutforth]

@Bridiebabes I can see you contacted us the other day. Did it all get sorted?

[Bridiebabes]

I spoke to someone on the phone who was going to do a test down my line, they passed it to someone higher up as they couldn't complete a test. Still waiting to hear back on the results

Thank you