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Internet access

elakenn628
Dabbler
Posts: 24
Registered: ‎25-02-2011

Internet access

I have a problem with my internet access which is If I stop using the internet for 5 or 10 minutes I lose it and when I switch on first thing it takes ages to get connected. Help please.  connect
16 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Internet access

which router do you have and which operating system on the computer and are you connected wired or wireless
elakenn628
Dabbler
Posts: 24
Registered: ‎25-02-2011

Re: Internet access

Hello
My wife and I  are wireless and the router is a Thomson TG585v8 I am using Windows 8 on my laptop and Windows 7 on the wife's desktop.
The problem started before I got my new laptop.
Ken
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 251
Fixes: 69
Registered: ‎27-04-2007

Re: Internet access

I've spotted something at this side which will be causing this, I'll give you a call as it will be much easier to explain and resolve that way. Smiley
EDIT:
Thanks for your time on the phone just now, it's an issue we're aware of already (problem 65993) where you're router has another person's log in entered as the serial number for your router is listed against the said other person's account. Hence you lose connection when they connect and vice versa (I'm sure they might be scratching their head from time to time too!)
I've spoken to a colleague and we'll get the back-end server records sorted first then delete the spurious serial number entry on the 2nd account. We should have all that done and fixed within the hour, I'll give you another call when that's done.
Sorry for any confusion!
EDIT: Thanks for taking my call again, glad to see that's sorted!
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
elakenn628
Dabbler
Posts: 24
Registered: ‎25-02-2011

Re: Internet access

I had no problems until 4.00pm when the problem started again, it would not be the modem would it?.
If you want to contact me by phone please phone tomorrow as we are going out.
Ken
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Internet access

Hi there,
It looks from our side like you've had a working connection since 8am this morning, what's the issue you're seeing? It's certainly not the same issue that Adam talked about with you yesterday.
elakenn628
Dabbler
Posts: 24
Registered: ‎25-02-2011

Re: Internet access

The problem starts when I see a notice appears saying cannot get a connection and I look at the connection symbol at the bottom and it has a yellow or is black.
I have had no trouble since 8am until I sent the last  email  I have also tried it on the wifes computer. when I could not connect and the same thing has happened
Ken
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 251
Fixes: 69
Registered: ‎27-04-2007

Re: Internet access

Hi there,
Sorry to hear you're having problems again, I can definitely see its not the same issue this time though.
This graph shows when your router is connected (or not as the case may be) Do any of the blank sections tie up with when you've lost connection? Looking at the times though I'm wondering if this is just yourself turning the router off at night.
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13583284735426.png"/>
If you're having this problem outside of those times I'd definitely raise a fault: http://faults.plus.net
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
elakenn628
Dabbler
Posts: 24
Registered: ‎25-02-2011

Re: Internet access

Thanks for the information and yes I do switch it off at night, which I will not do in future but what I cannot understand is why it goes off during the day,
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 251
Fixes: 69
Registered: ‎27-04-2007

Re: Internet access

Yes, we'd always advise against turning the router off at night for a number of reasons really.
Let me know when you've raised a fault and I'll make sure we get the ball rolling.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
elakenn628
Dabbler
Posts: 24
Registered: ‎25-02-2011

Re: Internet access

Hi
I have trying to report the fault since my last email on the 16th but all I get is a page which says Broadband Error anyway it started on the 16th
and it seems to happen if I don't use it say when I stop for dinner and when I go to start there is a yellow blob across the symbol and I get a notice saying limited.
I will keep trying to contact the fault department until I go out tonight.
Ken
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Internet access

Hi there,
We've got a fault ticket raised #64812881, I'll get this picked up and looked into further,
It looks like you're connection has been stable, are you connecting wired or wireless?
Chris
elakenn628
Dabbler
Posts: 24
Registered: ‎25-02-2011

Re: Internet access

Thanks for the information and I am wires connected and it has just happened and lasted 1min 9 seconds which is about time wise.
Ken
elakenn628
Dabbler
Posts: 24
Registered: ‎25-02-2011

Re: Internet access

Re. my last email I have noticed a mistake it should read I am wireless.
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: Internet access

Quote
there is a yellow blob across the symbol and I get a notice saying limited.

That sounds like your computer is failing to reconnect to the wireless when coming out of sleep or when it's been idle. That's backed up by your connection only having 1 disconnection in the last week.
I assume that to fix this you do something on your computer and don't do anything to the router?

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff