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Internet? what internet?

Jemgee
Dabbler
Posts: 20
Registered: 25-06-2013

Internet? what internet?

I have switched to Plusnet Fibre top package as of last friday (21/06) and my internet connection spends more time offline than on. Can you check what is going on please?
Also, speed has only been max about 15 mb/s

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Test Results
Ethernet
PPP
Concentrator not reachable
30 REPLIES
Jemgee
Dabbler
Posts: 20
Registered: 25-06-2013

Re: Internet? what internet?

Just ran the BTW Performance test
Download speed : 2.39
Upload speed: 4.57
Ping latency: 32.38
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Internet? what internet?

Hi Jemgee,
Welcome to our community forums.
I've posted a graph of your of your recent connectivity:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image1372163652812.png"/>
As you can see your line is dropping quite severely, are you rebooting the router yourself or is your line dropping on it's own?
Jemgee
Dabbler
Posts: 20
Registered: 25-06-2013

Re: Internet? what internet?

Thanks for the reply.
I have only tried to reboot the router and fibre box twice to see if it would fix the terrible Internet connection.
Last night was so bad it took me about 20 mins to make this post, it really is unusable
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Internet? what internet?

There's certainly something causing your connection to drop, would you be able to run thorugh our faults troubleshooter at http://faults.plus.net and we'll take a look over that.
Jemgee
Dabbler
Posts: 20
Registered: 25-06-2013

Re: Internet? what internet?

Thanks Chris.
I'll have to try that tonight when I get home.
Looking at the graph, it pretty much coincides when I have been trying to use it that it cuts out eg last night I was posting this when it was dropping out. All day Sunday I was out until the evening, again which coincides with the drop offs.
Same laptop I use when with previous provider, and had no issues then
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Internet? what internet?

Does your connection work on any other devices without trying your laptop first?
Jemgee
Dabbler
Posts: 20
Registered: 25-06-2013

Re: Internet? what internet?

Ok tried the faults process, was unable to connect when directly wired to router.
I am now sending this from my phone as my Internet is up and down like a Toyota now we've hit 9pm.
Very very unhappy customer
Jemgee
Dabbler
Posts: 20
Registered: 25-06-2013

Re: Internet? what internet?

Red Internet light comes on router, no Internet from mobile, laptop or PC
Olifran
Grafter
Posts: 132
Registered: 21-11-2011

Re: Internet? what internet?

Chris , when you say are you shutting down the router yourself, do you mean the open reach modem? I thought the router had no effect on wether your broadband connection drops. Aside from the wireless side of course.
Jemgee
Dabbler
Posts: 20
Registered: 25-06-2013

Re: Internet? what internet?

Just for the record, I'm only ever touching the boxes when the Internet is dropping continuously, and then as a last resort.
Sent from my phone, as router stilllllll Connecting...
Jemgee
Dabbler
Posts: 20
Registered: 25-06-2013

Re: Internet? what internet?

Ok no Internet AGAIN all evening, I'm fed up and requesting this get escalated. I was under the assumption I was paying for fast fibre Internet access, instead I've spent yet another evening 'playing' would be network engineer!
Jemgee
Dabbler
Posts: 20
Registered: 25-06-2013

Re: Internet? what internet?

This morning's test gives me 16.3 mb download instead of 1.3 from last night (when I could test it).
Now to check stability
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Internet? what internet?

Our faults team are currently testing your connection and will update you as soon as they can.
I've posted another graph of your connection including last night:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13722410413513.png"/>
Is your connection fint in the daytime when you use it?
Jemgee
Dabbler
Posts: 20
Registered: 25-06-2013

Re: Internet? what internet?

Thanks Chris.
I'm not at home during the day so it doesn't get used.
I have remotely connected from my phone to my server today and it has been stable, but I only did this for a short time