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Frequent disconnects and slow internet

Ash0
Dabbler
Posts: 11
Registered: 20-03-2012

Frequent disconnects and slow internet

Internet connection was activated on the 19th and I've had nothing but trouble and was hoping someone here could offer some help or advice.
The internet disconnects at least once every few minutes. The Internet light on the router turns off and I'm taken to the Thomson page No broadband connection. And then it comes back. I've done all the steps, tested hardware etc etc but no luck.
Download speedachieved during the test was - 39 Kbps
For your connection, the acceptable range of speeds is 400 Kbps-2 Mbps.
IP Profile for your line is - 1.75 Mbps
Thank you  Smiley
16 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Frequent disconnects and slow internet

Hi Ash0,
I am sorry to hear that you are having intermittent connection issues at the moment. There are a few things you can do to try and get to the bottom of this issue.  You could take a quick look at the following link which will show you a few <a href="http://www.plus.net/support/broadband/bbfaults/droppingconnection.shtml">Intermittent Fault Checks</a>.
If you find that these checks don't help with the issue then please let us know so we can help you further Smiley
Chris Pettitt
Cloud Environments Engineer
Ash0
Dabbler
Posts: 11
Registered: 20-03-2012

Re: Frequent disconnects and slow internet

Thanks for the reply, Chris. Unfortunately I've tried all of that and I'm still experiencing problems.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Frequent disconnects and slow internet

Hi Ash0,
Sorry to hear it's still ongoing, the best thing to do would be to raise a fault via our troubleshooter at http://faults.plus.net - that'll get to our faults team who will update it as soon as they've tested and got more information for you.
Ash0
Dabbler
Posts: 11
Registered: 20-03-2012

Re: Frequent disconnects and slow internet

Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Frequent disconnects and slow internet

Hi there,
I've just had a look at the reply and it seems a fault has been found with your phone service - do you notice any sort of noise on the line at all when making or receiving calls?
If so, that'll be causing the broadband problem, but it needs to be fixed by your phone provider (whoever you pay your line rental to). Best thing to do is to call them and advise you have a noisy line that needs fixing - but it's important not to mention the broadband if you do, as if you do this they will refer this back to us and there's nothing we can do to fix the noise on the line.
Once they've fixed the noise you should find that the broadband fault has gone, but please let us know if this is not the case.
Ash0
Dabbler
Posts: 11
Registered: 20-03-2012

Re: Frequent disconnects and slow internet

Thank you for the reply, I will give them a call and see if they can sort it. The internet was fine though the day before I joined Plusnet, so I'm not sure why the fault did not affect my previous internet service. It's annoying because I'll have to pay even more for them to fix it.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Frequent disconnects and slow internet

I'm not sure which phone company you use, but I wasn't aware that any of them charged for fixing a fault with a line! It should be done for free, it certainly is with us.
Ash0
Dabbler
Posts: 11
Registered: 20-03-2012

Re: Frequent disconnects and slow internet

edit
Ash0
Dabbler
Posts: 11
Registered: 20-03-2012

Re: Frequent disconnects and slow internet

Just a few updates:
The internet works fine plugged in to the master test socket
The internet works fine connected normally, checked and changed microfilters etc, before 4pm - after 4pm it disconnects and continues to drop every minute.
Inside the box thing where the test socket is, all the wires are loose (there are only black and green wires) do these need connecting?
Regards
Ash0
Dabbler
Posts: 11
Registered: 20-03-2012

Re: Frequent disconnects and slow internet

Is it still a problem my end if it works outside of peak hours? I've lost nearly a week so far.
Thanks
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: Frequent disconnects and slow internet

Does it drop at those times when in the test socket? Smiley
Ash0
Dabbler
Posts: 11
Registered: 20-03-2012

Re: Frequent disconnects and slow internet

Not when it's in the test socket.
Ash0
Dabbler
Posts: 11
Registered: 20-03-2012

Re: Frequent disconnects and slow internet

Test socket speed test
Download speedachieved during the test was - 1.54 Mbps
For your connection, the acceptable range of speeds is 400 Kbps-2 Mbps.
Additional Information:
Your DSL Connection Rate :6.3 Mbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 1.75 Mbps
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Frequent disconnects and slow internet

Hi Ash0,
If it doesn't drop at all when it is the Test Socket then it looks like you may have an internal wiring issue. It would probably be best to have someone take a look at that wiring for you as it doesn't look as though it is able to cope with holding a broadband connection.
Chris Pettitt
Cloud Environments Engineer