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new plusnet fibre in a disconnection loop

Beverleylobo
Newbie
Posts: 1
Registered: ‎14-06-2023

new plusnet fibre in a disconnection loop

My Plusnet broadband finally came active today after switching from a provider whose service was patchy. Since going live it has continually been disconnecting even though the hub is saying it's connected. It isn't as my phone tells me there's no data connection.
The router simply disconnects for an unknown reason, begins a reconnection attempt, reconnects successfully. It stays connected for 12 minutes average at the moment before disconnection happens again and reconnection attempts begin.
I spoke with someone yesterday who showed me how to manually disconnect and reconnect on the hub page but this doesn't last. The smart TVs can't sustain the signal for more than 5 minutes. This is very frustrating after leaving a patchy WiFi for Plusnet.

Please help, 3 kids and 2 adults going slowly crazy.
3 REPLIES 3
Longliner
Seasoned Pro
Posts: 601
Thanks: 306
Fixes: 8
Registered: ‎22-10-2014

Re: new plusnet fibre in a disconnection loop

Welcome Beverly

First step: are you FTTC or FTTP? If  FTTC you may have a line fault. If you post as much info as you can re your contract and Plusnet predicted speeds you'll find willing help on this forum.

Mike

Townman
Superuser
Superuser
Posts: 23,297
Thanks: 9,789
Fixes: 162
Registered: ‎22-08-2007

Re: new plusnet fibre in a disconnection loop

Check you router lights

Your router lights can tell you a great deal about what is happening when things are not as they should be. The colour of the lights and their state will tell you all you need to know ... if only you could find the help sheet which came with the router. That information can also be found in the depths of the on-line help & support guides. The following links make the material easier to find.

 

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.

willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,577
Thanks: 598
Fixes: 99
Registered: ‎27-11-2020

Re: new plusnet fibre in a disconnection loop

Hey there @Beverleylobo I can see an engineer came out today. How's the connection looking now?

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