Broadband keeps disconnecting

[#1]

Since the weekend, my Broadband connections keeps cutting out (red "b" LED on the router lights up). It then takes a minute or so to reconnect automatically. This happens multiple times per day.

The live chat on plus.net seems not to work (just says "Loading chat... This should only take a few moments." forever), and my requests for help to plusnethelp on Twitter are ignored. So, can anybody here help me out, maybe?

[#2]

Oh, and I cannot use the Broadband Troubleshooter, because the form won't accept my German mobile phone number as valid phone number. I don't use land line, so aside from e-mail, that is the only way of reaching me.

[#3]

Is it not the line your are troubleshooting who's number you need to enter?

[#4]

You first need to confirm your line number, then you need to provide a number they can call you on. I have not connected a land line phone, so they cannot call me on that number. I put the number in anyway and wrote in the comment section to either call my cell number or mail me. Let's see what happens.

[#5]

Thanks for getting in touch @ast0815 and apologies for the delayed response.

I'm sorry to hear that you're having issues with your connection.

I can see that you've raised a fault regarding this and we're asking for a appointment to investigate further which I can see you've responded to.

Unfortunately our suppliers system is down for maintenance until 5pm so we can't book a appointment until after then.

I've asked a colleague to pick this up for you and get a appointment booked once the maintenance is complete.

Apologies for any inconvenience caused.

[#6]

Evening @ast0815 I've booked the engineer appointment and added details of the visit to your ticket Here.

Let us know how it goes and if you need any further help.

[#7]

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.

[#8]

Hi @ast0815 I've checked back following the engineer visit and the engineer notes advise that they've identified the fault to be your very old telephone socket which they've modernised for you.

I've tested your line now and the tests are now passing with no issues detected.

I've refunded what you've paid for the days you've had no service. I've also added a reply to your support ticket with an offer for a gesture of goodwill you can view and respond to by going Here.

Let us know if there's anything else you'd need help with.

[#9]

Thanks!

I have replied in the support system. I'll keep an eye on things, in case I notice anything else.

Please convey my thanks to the engineers, who are doing an important job at an increased risk to their health at the moment. It is very much appreciated.

Cheers
Lukas

[#10]

Thanks for the kind words Lukas, I've added a reply to your support ticket now and applied the goodwill gesture.

Unfortunately I can't pass on your feedback, however feel free to fill out this formwize Here to give your thanks to the engineer who visited you. Feel free to let us know if you need any further help in the future.

I hope you stay safe too during these very odd and uncertain times.

Cheers -Anoush