identifying broadband problems in my neighbourhood
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identifying broadband problems in my neighbourhood
16-09-2017 1:23 PM
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My plusnet broadband has been cutting out this morning.
When it cuts out, the router's "internet" light doesn't light up.
Does plusnet list local service problems anywhere? I'd like to know if the problem's been identified, and when I can expect normal service to resume.
The best I've been able to find is the general coverage map, which isn't what I need.
Thanks,
Colin
Re: identifying broadband problems in my neighbourhood
17-09-2017 11:21 AM
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Hi Colin,
Someone more knowledgeable than me probably has a better answer, but I use this link:
http://usertools.plus.net/exchanges/
Just type in the name of your local exchange & it should give details of outages
Alan
Re: identifying broadband problems in my neighbourhood
17-09-2017 11:56 AM
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Thanks Alan - that's useful to know: I didn't know about the 'exchanges' page.
It doesn't report any problems yesterday, when I was experiencing them. (I seem to be back to normal now.)
Best,
Colin
Re: identifying broadband problems in my neighbourhood
19-09-2017 2:41 PM - edited 19-09-2017 4:16 PM
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Hi Colin,
Whilst we can see the drops you've had [below], line tests aren't identifying the cause of that.
[Removed Visual RADIUS graph as requested]
If the problem happens again, please can you report this to us at http://faults.plus.net
Someone more knowledgeable than me probably has a better answer, but I use this link:
http://usertools.plus.net/exchanges/
Just type in the name of your local exchange & it should give details of outages
FYI I think this only shows outages on 20CN exchanges and isn't regularly updated.
Re: identifying broadband problems in my neighbourhood
19-09-2017 4:01 PM
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Thank you Anoush/Gandalf.
It would be useful if you could add a link to the "faults" URL that you've sent me to one of the pages that a user would encounter when trying to troubleshoot broadband issues (e.g. https://www.plus.net/help/broadband/connection-troubleshooting).
I was looking for a page like that, but couldn't find one.
To be perhaps overly cautious about information security, could you take down the .png file indicating my broadband usage? That shouldn't be in the public domain.
Re: identifying broadband problems in my neighbourhood
19-09-2017 4:16 PM
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It would be useful if you could add a link to the "faults" URL that you've sent me to one of the pages that a user would encounter when trying to troubleshoot broadband issues (e.g. https://www.plus.net/help/broadband/connection-troubleshooting).
It should be there already, inside the heading "Check if you've fixed the problem"
To be perhaps overly cautious about information security, could you take down the .png file indicating my broadband usage? That shouldn't be in the public domain.
I've edited my reply.
Re: identifying broadband problems in my neighbourhood
19-09-2017 4:24 PM
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Thanks Anoush/Gandalf.
On the "check if you've fixed the problem" tab and the "faults" URL:
- I'd not looked in there on the weekend when originally trying to troubleshoot my problem as checking whether I'd resolved a problem didn't seem relevant given that I had a problem that wasn't fixed.
- when I look now, I see four hyperlinks, to https://www.plus.net/help/broadband/about-broadband-speeds/, https://www.plus.net/help/chat/, https:... and https://www.plus.net/apps/kbdfaults. Thus, the URL you mention isn't there. (I've just checked to see if the last one redirects to it, but was just taken to a login page so haven't explored further.)
Whether or not I can get the "faults" URL from the "fixed the problem" tab, I still think that's not the right place for it (as I'd not found it).
Re: identifying broadband problems in my neighbourhood
19-09-2017 4:29 PM
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The broadband troubleshooter which hyperlinks to https://www.plus.net/apps/kbdfaults is the same as http://faults.plus.net
I think the reasoning on putting it down there is to encourage people to complete internal checks before raising a fault, though I'll be happy to pass you feedback on to the relevant people.
Re: identifying broadband problems in my neighbourhood
19-09-2017 4:32 PM
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Thanks Anoush/Gandalf - yes, passing on my suggestion could be helpful: I didn't find the link, for the reasons I've mentioned.
Re: identifying broadband problems in my neighbourhood
20-09-2017 2:33 PM
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