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Broadband drops out multiple times a day

canalside
Grafter
Posts: 32
Registered: ‎16-07-2018

Broadband drops out multiple times a day

I'm having the exact same issue as:

https://community.plus.net/t5/My-Router/Hub-One-keeps-losing-connection-PTM-over-DSL-down-and-PPP-LC...

Why cannot i email you via the website for technical support? You only give options to ask a question for none broadband issues. Live chat option says you are too busy so only option left is phone or forum. When I joined Plusnet it took 45 minutes to speak to your sales team on the phone so there is no chance on a Monday morning I'm going to try and speak to your technical team.

 

The only way I could email to get official support was to contact you under the web hosting options.

Email reference number is: 178920323

I have done the a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It's silent.

I have done

https://www.plus.net/help/broadband/connection-troubleshooting/?_ga=2.186962798.799539150.1531725874...

https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Please can you urgently offer help as my broadband has been down for nearly 24 hours now.

22 REPLIES 22
dvorak
Moderator
Moderator
Posts: 29,473
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Registered: ‎11-01-2008

Re: Broadband drops out multiple times a day

Moderators Note.
Moved to Fibre from Broadband.
Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,896
Thanks: 1,506
Fixes: 480
Registered: ‎01-01-2012

Re: Broadband drops out multiple times a day

Sorry to hear you're having issues.

Our tests are showing a external fault on your line so we'll get that raised for you

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
canalside
Grafter
Posts: 32
Registered: ‎16-07-2018

Re: Broadband drops out multiple times a day

Thanks. How will I know when it's sorted?

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,896
Thanks: 1,506
Fixes: 480
Registered: ‎01-01-2012

Re: Broadband drops out multiple times a day

A member of our faults team will update you.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
canalside
Grafter
Posts: 32
Registered: ‎16-07-2018

Re: Broadband drops out multiple times a day

Any idea how many days I'll have no service for?

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,896
Thanks: 1,506
Fixes: 480
Registered: ‎01-01-2012

Re: Broadband drops out multiple times a day

It can take up to 72 hours for our suppliers I'm afraid

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
canalside
Grafter
Posts: 32
Registered: ‎16-07-2018

Re: Broadband drops out multiple times a day

Now starting the 3rd day with no service. I assume I'll be credited for each day I don't have service?

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,896
Thanks: 1,506
Fixes: 480
Registered: ‎01-01-2012

Re: Broadband drops out multiple times a day

Once the fault is resolved we'll refund you for the duration of the issue.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
canalside
Grafter
Posts: 32
Registered: ‎16-07-2018

Re: Broadband drops out multiple times a day

Any update on when I'll have service again?

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,896
Thanks: 1,506
Fixes: 480
Registered: ‎01-01-2012

Re: Broadband drops out multiple times a day

From what we can see a engineer has been out this morning?

I'd recommend monitoring it over the next 24 to 48 hours to see if you're still having issues

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
canalside
Grafter
Posts: 32
Registered: ‎16-07-2018

Re: Broadband drops out multiple times a day

Are you asking me if an engineer has been out this morning? I have no idea as I'm at work and you've not told me that I would need to be in for anyone.

It's been down most of the morning so I guess no one has been and done anything.

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,896
Thanks: 1,506
Fixes: 480
Registered: ‎01-01-2012

Re: Broadband drops out multiple times a day

At the timre they didn't need access but sometimes they will try to gain access if possible

Since the visit it is looking more stable as shown below

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
canalside
Grafter
Posts: 32
Registered: ‎16-07-2018

Re: Broadband drops out multiple times a day

The problem has not been fixed.

 

It's been down since about 9pm yesterday.

 

Please can you advise when this will be fixed?

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,896
Thanks: 1,506
Fixes: 480
Registered: ‎01-01-2012

Re: Broadband drops out multiple times a day

Sorry to hear this.

We'll get your open fault updated shortly

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