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No internet and phone keeps dropping, random number

Robander80
Dabbler
Posts: 13
Registered: 02-03-2017

No internet and phone keeps dropping, random number

I've got no internet and the phone line keeps going dead. When the phone came back on i tested it by ringing my mobile and the caller id was a random local number that wasn't mine. Any clue what's going on?
10 REPLIES
Community Gaffer
Community Gaffer
Posts: 524
Thanks: 396
Fixes: 10
Registered: 29-09-2011

Re: No internet and phone keeps dropping, random number

Hi @Robander80, thanks for getting in touch. I'm very sorry to hear about this issue but I will certainly look into it for you. Please PM me with your account username so that I can check the line and find out what is happening there.

 Jono H
 Plusnet Help Team
Robander80
Dabbler
Posts: 13
Registered: 02-03-2017

Re: No internet and phone keeps dropping, random number

Seems to be fixed now, however phone line is a bit noisy and im only getting 3.4mbs download.

Robander80
Dabbler
Posts: 13
Registered: 02-03-2017

Re: No internet and phone keeps dropping, random number

It would be really cool if my speed wasn't 3.5mbs, can someone please please sort this. Apparently logging faults isn't getting anything done.

SpendLessTime
Aspiring Hero
Posts: 2,375
Thanks: 585
Fixes: 53
Registered: 21-09-2009

Re: No internet and phone keeps dropping, random number

You can log a phone line fault (for the noise on the line) at https://www.plus.net/help/phone/phone-line-troubleshooting/ (assuming you pay Plusnet for your line rental). Don't mention broadband issues, just get the line noise fixed and see if that helps with the broadband.

Robander80
Dabbler
Posts: 13
Registered: 02-03-2017

Re: No internet and phone keeps dropping, random number

Ive already done that, had 2 engineers out and problem still isnt fixed. got 2 fault tickets open at the moment, one for telephone and one for broadband.

Community Gaffer
Community Gaffer
Posts: 524
Thanks: 396
Fixes: 10
Registered: 29-09-2011

Re: No internet and phone keeps dropping, random number

Hi @Robander80,

Thanks for finding the time to speak to me on the phone a few minutes ago. Your fault is showed as resolved by BT and we've removed the banding from the line and performed an SNR reset. You're now syncing at just over 18mbps.

 

Thanks for your patience.

 Jono H
 Plusnet Help Team
Moderator
Moderator
Posts: 16,511
Thanks: 1,773
Fixes: 121
Registered: 06-04-2007

Re: No internet and phone keeps dropping, random number

Moderator's note by Mike (Mav): I have changed the fix to @JonoH as per message #7

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Robander80
Dabbler
Posts: 13
Registered: 02-03-2017

Re: No internet and phone keeps dropping, random number

speed has dropped once again to 3.5mbs, still not fixed

Moderator
Moderator
Posts: 16,511
Thanks: 1,773
Fixes: 121
Registered: 06-04-2007

Re: No internet and phone keeps dropping, random number

Moderator's note by Mike (Mav): I have removed the fix while the issue is still on-going as reported above.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Community Gaffer
Community Gaffer
Posts: 524
Thanks: 396
Fixes: 10
Registered: 29-09-2011

Re: No internet and phone keeps dropping, random number

Hi @Robander80,

 

Sorry I haven't responded to this thread sooner, when I read this on Friday I had a colleague contact you to investigate this further and happily he confirmed the problem and resolved it on the day.

 

Please let us know if you have any further problems.

 Jono H
 Plusnet Help Team