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Intermittent internet drop out

alexjcanning
Newbie
Posts: 4
Registered: 14-01-2018

Intermittent internet drop out

Hi, we e been suffering with intermittent internet drop out. We’ve changed no settings and has been fine for over a year prior to the last 3 months. It started after I paid our line rental for the year in 1 go (coincidence?)

 

i cant get through on the phone, waiting for too log twice... hopefully a friendly plus net forum member can help raise a ticket to look into this for us...

 

thanks

alex

7 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,385
Thanks: 239
Fixes: 67
Registered: 27-04-2007

Re: Intermittent internet drop out

Hi there, 

 

I've just had a look into this and according to diagnostics and our connection logs your line is stable. 

 

I'm wondering if you're connecting over WiFi and could give the tips here a try if you are: https://goo.gl/BBd2Tu

 

Adam

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
alexjcanning
Newbie
Posts: 4
Registered: 14-01-2018

Re: Intermittent internet drop out

Hi Adam,

 

Thanks for getting back to me, we connect to our 'hub one' via ethernet from an apple time capsule and then it's (time capsule) wifi.

The wifi is still fine when it disconnects, the blue light on the hub one flashes orange. it lasts for anything from 5 mins to an hour and eventually fix's itself. I've reset it, checked our filters and still it drops about 2-3 times a week.

 

Can you update firmware on the hub one?

 

Any help or ideas would be great.

 

Thanks

Alex

 

Plusnet Help Team
Plusnet Help Team
Posts: 8,317
Thanks: 2,516
Fixes: 413
Registered: 21-04-2017

Re: Intermittent internet drop out

Hi Alex.

Do you notice more drops than indicated below?

 

Can you update firmware on the hub one?

The router should update itself automatically.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
alexjcanning
Newbie
Posts: 4
Registered: 14-01-2018

Re: Intermittent internet drop out

that is probably about right, is that good or bad?

 

Thanks

Alex

Plusnet Help Team
Plusnet Help Team
Posts: 8,317
Thanks: 2,516
Fixes: 413
Registered: 21-04-2017

Re: Intermittent internet drop out

Drops are rarely/never good. Whilst there aren't enough drops in the past 7 days for us to be able to raise a fault report to our suppliers, from looking through the past 30 days, something doesn't seem right somewhere.

 

Further tests are showing a potential fault on the Openreach network, so I've raised that through to our suppliers now. I'd expect an engineer to be assigned within the next 24-72 hours.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
alexjcanning
Newbie
Posts: 4
Registered: 14-01-2018

Re: Intermittent internet drop out

Fixed, the engineers been round and found the fault on the line about 200m from our house.

 

thanks Smiley

 

Moderator's note by Adie (Dvorak): Full quote of preceding post removed as per the forum rules

 

Plusnet Help Team
Plusnet Help Team
Posts: 8,317
Thanks: 2,516
Fixes: 413
Registered: 21-04-2017

Re: Intermittent internet drop out

That's good to hear. Thumbs Up

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team