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Wifi issues and internet dropping out

Posts: 1
Registered: ‎16-09-2022

Wifi issues and internet dropping out

Hi there, 

We are new to plusnet after moving from sky and receiving terrible connection. 

Things were going great until about a month ago, we were constantly getting lower speeds than promised and although it is only a small house, the wifi signal has a lot of dead spots. I am just wondering if anyone has any advice please on how to get the most out of the wifi and get the speeds that we were promised, I really don't want to have to move again, but it is getting beyond a joke now. 

Posts: 15,769
Thanks: 4,880
Fixes: 232
Registered: ‎24-02-2012

Re: Wifi issues and internet dropping out

@Vikkilaws1982 Welcome to the forums. The Wi-Fi signal issue could be be due to many factors, and will not be unique to you, but maybe if we attempt to solve the speed issue first?

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.