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Internet drops every night between 8pm and 9pm

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,926
Thanks: 863
Fixes: 223
Registered: ‎27-04-2007

Re: Internet drops every night between 8pm and 9pm

Hi @jastra, glad to see we've got an engineer visit booked in for Friday, we'll do our best to follow things up with you as soon as we can afterwards.

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 Adam Walker
 Plusnet Help Team
jastra
Hooked
Posts: 7
Registered: ‎14-12-2021

Re: Internet drops every night between 8pm and 9pm

The engineer has been, but didn't find any issue.  He changed the master socket, but all the stats look the same.

He couldn't get BT to run a line test, as he didn't know how to contact Plusnet. Could you run a line test again please?

Also, is it possible to get a log from the last week from the BT fibre side to see whether there was any issue at the cabinet or exchange?

Thanks,

Joel

Townman
Superuser
Superuser
Posts: 24,012
Thanks: 10,198
Fixes: 175
Registered: ‎22-08-2007

Re: Internet drops every night between 8pm and 9pm


@jastra wrote:

He couldn't get BT to run a line test, as he didn't know how to contact Plusnet. Could you run a line test again please?

Also, is it possible to get a log from the last week from the BT fibre side to see whether there was any issue at the cabinet or exchange?

Thanks,

Joel


Really?

An Eclipse Exit test, run by the BT Engineer from the exchange remote test system is standard operating practice before leaving the user's premises.  Did you notice if the engineer was a "real" BT Openreach engineer or one of the sub-contractors (JC Quin or Kelly's) who operate on behalf of BT Openreach?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,926
Thanks: 863
Fixes: 223
Registered: ‎27-04-2007

Re: Internet drops every night between 8pm and 9pm

Hi all, FYI for anyone unaware it was a Qube engineer, line tests aren't showing signs of any issues at all but I know the engineer replaced the master socket so it might be best to monitor things over the course of today to see if the connection remains stable. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Townman
Superuser
Superuser
Posts: 24,012
Thanks: 10,198
Fixes: 175
Registered: ‎22-08-2007

Re: Internet drops every night between 8pm and 9pm

@adamwalker 

Cheers Adam - it is interesting to learn that a Qube Engineer can replace a NTE yet not have the means of running a line test.  Whilst not technically challenging, it is somewhat surprising that a non-BT Openreach party is permitted to make changes to Openreach's network at the demarcation point.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.