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Internet Disconnection – Need Help

ThomMarshall
Newbie
Posts: 4
Registered: ‎05-03-2013

Internet Disconnection – Need Help

Hello all, hoping someone may be able to help with this. I’ve put a call into PlusNet’s support service, and they have been exceptionally helpful. Unfortunately on Friday they contacted their wholesale suppliers and were told the fault would be fixed today and as such they’ve put a hold on my query until tomorrow morning at 7am. I understand there are some major issues going on with download speeds, so I’ve been doing a little investigation into the problem myself and now need some more advice.
Essentially I’ve been with PlusNet on a phone line Broadband connection since September. I’m in Bingley, reasonably close to the exchange (within a quarter mile I think) and I’ve had very few problems. I’ve had one or two minor service drop offs, literally ten seconds of disconnection, over the five months I’ve been with them, but nothing major. Last Wednesday I came home to find my Broadband not able to connect. My phone worked fine, and had no static on the line, I promptly phoned PlusNet did all of the tests and they handed the problem over to OpenReach who said they hoped to have the situation resolved by close of play today. On Friday I got a phone call from a BT Engineer who had been called out to fix the issue who had just repaired a severed line in the external connection box (sorry, I’m not very technically minded). He said this should solve the issue. However my problem with the internet has persisted.
Since Friday my Broadband light has been flickering and I’ve been able to connect to the internet about 7 or 8 times  (mostly via wifi on my mobile phone) and never for more than thirty minutes. When it does connect the signal is strong as it should be, but falters really quickly and it’s failure seems to be exacerbated by Ethernet connections (I quickly popped online with my Xbox to get Max Payne off the marketplace yesterday and the connection faltered within a few minutes). What I’m trying to work out is if this is a problem with the router, maybe reconnecting it caused a power surge, or if it sounds like it’s still an external problem. 
Any help would be much appreciated. I know I should probably wait until PlusNet get back, but I’m starting to worry about what the issue could be.
7 REPLIES
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Internet Disconnection – Need Help

Hi there,
Welcome to our community forums, I can see that you've had a phone line fault that should now be resolve? Our phone faults team are chasing this up-to confirm.
As you mentioned your broadband has been unusable, below is a graph of your connection:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13624786233761.png"/>
Are you still connected into your test socket?
ThomMarshall
Newbie
Posts: 4
Registered: ‎05-03-2013

Re: Internet Disconnection – Need Help

Yes I'm still connected to the Test Socket. It's been connected there since Friday, briefly tried changing to the main socket in the evening and then reverted to the test socket.
ThomMarshall
Newbie
Posts: 4
Registered: ‎05-03-2013

Re: Internet Disconnection – Need Help

Sorry, just looking at the Ping Graph again (and like I said earlier I’m not in anyway technical) could the consistent disconnections be a result of a router issue, or is that something to do with the overall line?
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Internet Disconnection – Need Help

Hi there,
It depends if you're still hearing noise on the line when you use the phone (assuming you did do? The fault that's been fixed was a noisy line issue). If you're hearing pops, crackles or hisses when the phone is in use then that will definitely be the cause of the intermittent broadband issue rather than there being a fault with the router.
ThomMarshall
Newbie
Posts: 4
Registered: ‎05-03-2013

Re: Internet Disconnection – Need Help

Afternoon,
got home yesterday and found my internet to be be working. With some trepidation I used it, without problem, through the night. Streaming, browsing and gaming. Didn't seem to be an issue. I'm going to excercise caution for the next couple of days, but I'm hoping the issue is resolved. I tried to create a Ping Graph on thinkbroadband but I got a 100% data packet drop reading, so something is amiss there.
Regards
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Internet Disconnection – Need Help

Good afternoon,
That's great to hear. Here is your current connection:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13625845208415.png"/>
Let us know if your connection starts to drop again and I'd be more than happy to take a look into it for you.
Chris Pettitt
Cloud Environments Engineer
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Internet Disconnection – Need Help

Looking much better Smiley
With regard to the ping meter, have you enabled pings on your router? If not it won't be responding to the pings that the test is running, which would explain why all of them are being dropped Smiley
There should be an option to enable ping response on the WAN interface, it's in Toolbox -> Firewall -> Checkbox for 'enable ping response' I believe?
Hope that helps.