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loss of internet
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- Re: loss of internet
loss of internet
28-05-2013 5:34 PM
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Over the last few days the internet keeps dropping for long periods. Today I noticed that the date and time were wrong on the server and so set these manually. Connection was then restored, however a few hours later the connection has dropped and I find myself rebooting the router to restore services. This is getting a bit wearing now.
Anyone have any ideas please?
Anyone have any ideas please?
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Re: loss of internet
28-05-2013 5:40 PM
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Correction: date and time were wrong on the router.
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Re: loss of internet
28-05-2013 7:54 PM
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Hi Aolver,
Welcome to the forums.
The problem you describe can have several causes - Can you hear/have you heard any crackling or other noises on the line when using the phone? Have you had any problems with incoming or outgoing calls? Can you do a 'quiet line test' (dial 17070 select option 2 and listen for crackles and pops. If the line is noisy, then raise a noisy line fault with your phone line provider before proceeding further - do not mention you have a broadband (BB) issue, you'll get sent round in circles.
To assist you with a BB fault, people here will need quite a bit of information from you... What service are you on (ADSL or FTTC)?
If ADSL have you tried connecting to the master socket and conducted speed tests and obtained router stats as described here http://community.plus.net/forum/index.php/topic,96155.0.html ?
The router stats / speed test performance might indicate that there is a line fault, if this is the case, then the next course of action will be to raise a fault report via the user portal... but that can be address after you've shared the requested stats.
HTH?
Welcome to the forums.
The problem you describe can have several causes - Can you hear/have you heard any crackling or other noises on the line when using the phone? Have you had any problems with incoming or outgoing calls? Can you do a 'quiet line test' (dial 17070 select option 2 and listen for crackles and pops. If the line is noisy, then raise a noisy line fault with your phone line provider before proceeding further - do not mention you have a broadband (BB) issue, you'll get sent round in circles.
To assist you with a BB fault, people here will need quite a bit of information from you... What service are you on (ADSL or FTTC)?
If ADSL have you tried connecting to the master socket and conducted speed tests and obtained router stats as described here http://community.plus.net/forum/index.php/topic,96155.0.html ?
The router stats / speed test performance might indicate that there is a line fault, if this is the case, then the next course of action will be to raise a fault report via the user portal... but that can be address after you've shared the requested stats.
HTH?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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Re: loss of internet
29-05-2013 12:51 PM
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Hi Aolver,
If you run through the checks townman recommends above and the line still drops, raise it to us as a fault at http://faults.plus.net - a lot of the above are in there so you should be able to sail straight through. There's also an option in there to state if it's to do with noise on the phone line, which we can also raise for you to get sorted.
Hope that helps.
If you run through the checks townman recommends above and the line still drops, raise it to us as a fault at http://faults.plus.net - a lot of the above are in there so you should be able to sail straight through. There's also an option in there to state if it's to do with noise on the phone line, which we can also raise for you to get sorted.
Hope that helps.
Message 4 of 4
(383 Views)
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