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New customer having issues please advise

very452001
Grafter
Posts: 192
Thanks: 7
Registered: 14-02-2015

New customer having issues please advise

Hi,
PlusNet provided me the service just a few days ago. On the 17th no issues at all then on the few days following that I get intermittent issue that happens few times a day for a hour or 2 where the speed gets so slow that google takes a couple mins to load otherwise it doesn't load at all. Because its intermittent meaning some times I get fast internet and sometimes slow as described. Please advise
245 REPLIES
Community Veteran
Posts: 26,718
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Registered: 10-04-2007

Re: New customer having issues please advise

Is this using a wired or a wireless connection to the router?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
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very452001
Grafter
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Registered: 14-02-2015

Re: New customer having issues please advise

happens on both wired and wireless.
dick:quote
Joshc
Grafter
Posts: 167
Registered: 23-12-2014

Re: New customer having issues please advise

@very452001
Welcome to the forums and Plusnet
Having a look at your connection it seems to be fine
<img src="http://community.plus.net/visualradius/generated/image14244454536997.png"/>
However since running a couple of tests there are a lot of errors, these errors would make it look like your losing connection , hence your problems.
I would suggest using the test socket and see how things are and also checking to see if there is any noise on your line.
You can do this by ringing 17070 and selecting option 2
Smiley
very452001
Grafter
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Re: New customer having issues please advise

Ok sorry for being a newbie but where is the test socket and do I plug my phone into that test socket and dial the above number?
I remember PlusNet saying that during the 1st 10 days of a new customer going live plusnet runs tests on my phone line to find out the best profile suited to my line. Is it possible that this is causing the problem?
I remember I never experience this problem with talktalk before I switched to plusnet on the 17/02. Could this be that the plusnet engineer did something wrong at my local exchange when the engineer was switching between talktalk to plusnet equipment?
Please advise.
jim:quote
Community Veteran
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Registered: 15-06-2007

Re: New customer having issues please advise

Re the test socket
The video here explains http://community.plus.net/forum/index.php/topic,96155.0.html
Try the 17070 number on your normal connection - is there any noise
Joshua was suggesting trying the router in the test socket
Joshc
Grafter
Posts: 167
Registered: 23-12-2014

Re: New customer having issues please advise

Yeah, Sorry!
Oldjim's link should show you how to use the test socket.
I did mean the router.
The 10 day stabilisation period is not the problem.
If you would like raise a fault we would investigate further for you.
https://portal.plus.net/apps/kbdfaults
very452001
Grafter
Posts: 192
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Registered: 14-02-2015

Re: New customer having issues please advise

I only have 1 master socket and no other sockets in the house.
I was told by plusnet to keep the router on and don't turn it off in the 1st 10 days so plusnet able to complete their tests. If the problem is still there after the 10 days I will get back to you guys.
So you just want me to plug in the router only in the test socket and not the phone? If so then how would I be able to dial the 17070 number?
jim:quote
Joshc
Grafter
Posts: 167
Registered: 23-12-2014

Re: New customer having issues please advise

Hey,
Do it separately!
Plug the phone in first and see if the line is noisy, then plug the router in to the test socket and see how things go!
And do not worry about the 10 day period doing this would not affect anything.
Disconnect you router via the router's interface rather than just unplugging it though Smiley
very452001
Grafter
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Registered: 14-02-2015

Re: New customer having issues please advise

How do I disconnect via the router interface?
Community Veteran
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Registered: 27-05-2011

Re: New customer having issues please advise

Type in http://192.168.1.254 in your web browser and find the disconnect button  Smiley
I note its now a hyperlink so you can click on it
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Community Veteran
Posts: 38,460
Thanks: 1,030
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Registered: 15-06-2007

Re: New customer having issues please advise

Please stop using the quote button when replying as it is against the Form Rules
To partly answer the question
If you have a TG582n you go to
http://192.168.1.254/cgi/b/bb/?be=0&l0=2&l1=-1 and click on Disconnect
When you plug the router back in you will need to go to the same place and click on Connect
If you have the new 2704 then I am afraid I don't know
Community Veteran
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Registered: 31-08-2007

Re: New customer having issues please advise

He has the 2704n Jim IIRC from his other posts.
Community Veteran
Posts: 19,101
Thanks: 443
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Registered: 31-08-2007

Re: New customer having issues please advise

See http://www.plus.net/support/broadband/hardware/plusnet-2704n-faqs.shtml#logon you should see the Connect or Disconnect button in the Connection Status section.
Disconnect will drop your PPP Internet session (not sync), you can then power off the 2704n. Stay off for at least 10 mins before powering up again.You may need to click Connect to establish a new PPP session, it may do it automatically.
You do have a problem though because from the test data that Joshua posted you have stupidly low FTR for your line attenuation.
very452001
Grafter
Posts: 192
Thanks: 7
Registered: 14-02-2015

Re: New customer having issues please advise

Ok thanks for all the advice I keep you guys updated.