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identifying broadband problems in my neighbourhood

crowat
Newbie
Posts: 5
Thanks: 1
Registered: 16-09-2017

identifying broadband problems in my neighbourhood

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

9 REPLIES
al0104
Dabbler
Posts: 10
Thanks: 1
Registered: 24-08-2016

Re: identifying broadband problems in my neighbourhood

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

crowat
Newbie
Posts: 5
Thanks: 1
Registered: 16-09-2017

Re: identifying broadband problems in my neighbourhood

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

Plusnet Help Team
Plusnet Help Team
Posts: 4,138
Thanks: 858
Fixes: 209
Registered: 21-04-2017

Re: identifying broadband problems in my neighbourhood

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
crowat
Newbie
Posts: 5
Thanks: 1
Registered: 16-09-2017

Re: identifying broadband problems in my neighbourhood

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.

Plusnet Help Team
Plusnet Help Team
Posts: 4,138
Thanks: 858
Fixes: 209
Registered: 21-04-2017

Re: identifying broadband problems in my neighbourhood

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
crowat
Newbie
Posts: 5
Thanks: 1
Registered: 16-09-2017

Re: identifying broadband problems in my neighbourhood

Thanks Anoush/Gandalf.

 

On the "check if you've fixed the problem" tab and the "faults" URL:

  1. 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.
  2. 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).

Plusnet Help Team
Plusnet Help Team
Posts: 4,138
Thanks: 858
Fixes: 209
Registered: 21-04-2017

Re: identifying broadband problems in my neighbourhood

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
crowat
Newbie
Posts: 5
Thanks: 1
Registered: 16-09-2017

Re: identifying broadband problems in my neighbourhood

Thanks Anoush/Gandalf - yes, passing on my suggestion could be helpful: I didn't find the link, for the reasons I've mentioned.

Plusnet Help Team
Plusnet Help Team
Posts: 4,138
Thanks: 858
Fixes: 209
Registered: 21-04-2017

Re: identifying broadband problems in my neighbourhood

No worries, thanks for your feedback.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team