Internet keeps dropping
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- Internet keeps dropping
Internet keeps dropping
26-07-2021 8:44 PM
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Wi-Fi and Ethernet connection drop and freeze.
had same issue a few months back
I was asked to connect direct to master socket for tests.
then an engineer was booked
engineers visited here and said line was fine.
line was mostly ok after that.
now issues have reoccurred.
Re: Internet keeps dropping
26-07-2021 8:54 PM
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@Lddeare Before I offer any advice, are you definitely on ADSL? Which router do you have?
Re: Internet keeps dropping
26-07-2021 9:29 PM
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Yes. It’s a Sagemcom 2704N.
many thanks
Re: Internet keeps dropping
27-07-2021 7:39 AM
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@Lddeare Can you post screen shots of: your routers Help Desk page (obscuring personal details) and the results of BTW Performance Tester - please complete the 'Additional Diagnostics'. It would also be a good idea to perform a 'Quiet Line Test' - dial 17070, option 2 from a preferably corded phone - you should hear nothing other than the regular 'Quiet Line Test' message. If there are any other noises on the line - report a PHONE fault first.
Re: Internet keeps dropping
27-07-2021 8:43 AM
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Thanks for your help.
I’ll have to get back to you in a few days.
Dave
Re: Internet keeps dropping
27-07-2021 9:36 AM
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OK
Re: Internet keeps dropping
27-07-2021 9:48 AM
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Hi Dave, I'm sorry to see your broadband's dropping again. I've tested your line today and the tests aren't showing the cause for this, so I've sent you a replacement (and upgraded) router to try to rule out an issue with your existing router.
If you're still having issues once you've got the router that should be within the next 3 to 5 working days, I'd recommend raising a fault ticket to us Here and in the notes box at the end, please add your availability for another engineer visit.
The available timeslots are 8am to 1pm, or 1pm to 6pm. This means we'll be able to arrange an engineer straight away once we've picked the fault up if we need to. Feel free to post back when you've raised the fault or if you need further help.
Re: Internet keeps dropping
03-08-2021 9:27 AM
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I have received a new router and all seems good so far.
thanks again for your help 👍
Re: Internet keeps dropping
09-08-2021 2:13 PM
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Hi, after receiving a new router from Plusnet there have been further problems.
The router has dropped out, light going red, green then back to blue, several times over the last week or so.
The speed is now less than tested at 0.47mbps download.
please help?
david
Re: Internet keeps dropping
09-08-2021 5:27 PM - edited 09-08-2021 5:28 PM
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thanks a lot for getting back to us @Lddeare and I'm really sorry to see how unstable the line is, particularly after being sent a new and upgraded Plusnet hub One router. A visual radius clearly shows many disconnections. The next thing we'd suggest here is to raise this matter with our Technical Support team, they'll raise this matter with Openreach and will book in an engineer appointment if needs be. you can do this by heading over to faults.plus.net
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