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Internet almost dead

Alan54
Grafter
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Registered: ‎07-03-2018

Internet almost dead

Hi. Due to been hacked last month I started turning off my router overnight and only switching it back on when I got in from work. Yes I know your not supposed to do that but actually it worked fine.....at least for a while. It's now taking up to two minutes to load a page and sites with video are timing out so after looking on line it looks like I've caused a problem at the BT end of things. Is this right? Question is who do I contact for a fix BT or Plusnet? Can anyone provide a phone number. Thanks in advance.

 

18 REPLIES 18
jab1
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Re: Internet almost dead

@Alan54 You are definitely not supposed to do that, and yes it will take a while for the DLM to really restrict your connection - it does it in stages.

Are you on ADSL (as you have posted on that board), or FTTC?

Further advice to follow when you confirm, as the procedure is different.

John
Alan54
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Re: Internet almost dead

Errrr I know what Adsl is never heard of the other. Think I'm ADSL?.

So do I need to just leave the router turned on for it to solve it's self?

jab1
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Re: Internet almost dead

OK  Alan. What router have you got, please? Sorry for the questions, but the more detail we get, the easier it is to help.

John
Alan54
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Re: Internet almost dead

Update. Yes it's adsl using BT hub 6 router

jab1
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Re: Internet almost dead

Okay - in that case, can you post a screenshot of your Helpdesk page please.

As you are on ADSL, a call to Plusnet Support will probably be all you need - just ask them to reset your line, but, I would leave things as they are over the weekend, leave the router connected 24/7, and see if it corrects itself.

John
Alan54
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Re: Internet almost dead

Wonderful I'll leave it until Monday arvo and every now and again try to connect a laptop and see what happens before calling plusnet for a reset.

Thanks for your help John

jab1
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Re: Internet almost dead

@Alan54 Post back here before calling - you may get frustrated waiting on the phone.

John
Alan54
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Re: Internet almost dead

Ok. np thanks Jab I have plusnet mobile so maybe the 500 number may get me through quicker......maybe......

Thrall
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Re: Internet almost dead

@Alan54 The 500 number will likely get you through to the mobile team who are separate to the broadband team. You’d be better off calling 0800 432 0200.

jab1
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Re: Internet almost dead

Just beat me to it, @Thrall 😀

John
Alan54
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Re: Internet almost dead

Ok thanks to both.

Alan54
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Re: Internet almost dead

Just cranked up the laptop and clicked on a few basic web pages which took between one and two minutes to load. Sky news live had a white screen for a minute before I gave up and switched off. I can't see any improvement in speed unfortunately. I was asked to post back here before ringing so any suggestions?. Thanks for your help.

jab1
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Re: Internet almost dead

@Alan54 Can you please post your 'Helpdesk' page as I asked in message #6 it might give us a bit more to go on? Please edit out any personal details.

John
Alan54
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Re: Internet almost dead

I have no idea what that is or how to do it on an android tablet