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Broadband keeps dropping out intermittently

walker67
Newbie
Posts: 2
Thanks: 1
Registered: ‎22-06-2017

Broadband keeps dropping out intermittently

We had fibre broadband installed by Plusnet last year, and until recently the connection has been fine. But in the last week or so the connection has been dropping out intermittently, usually for a few minutes at a time. It seems to occur randomly, not at any specific time of day. It is incredibly frustrating, and I have lost data a few times.

The modem is on all the time and we have made no changes to the setup recently.

I have run all the recommended line checks, and can find no problems there. I have also checked the Service Status and there are no reported problems in our area.

The phone line is also supplied by Plusnet.

Can anyone help?

3 REPLIES
Ann-on-a-Moose
Dabbler
Posts: 22
Thanks: 17
Registered: ‎04-06-2017

Re: Broadband keeps dropping out intermittently

To understand the problem better, are you losing connection at the router or the computer? And are you using an ethernet cable for your connection or Wifi?

walker67
Newbie
Posts: 2
Thanks: 1
Registered: ‎22-06-2017

Re: Broadband keeps dropping out intermittently

I'm using a wifi connection, not ethernet cable. What happens is that the wifi signal suddenly drops out, and then if I check the router, it has an orange light instead of a blue one.

Plusnet Help Team
Plusnet Help Team
Posts: 9,558
Thanks: 3,079
Fixes: 485
Registered: ‎21-04-2017

Re: Broadband keeps dropping out intermittently

Sorry to hear you're having problems.

 

The connection from the exchange to your router doesn't look too good...

 

Testing your line isn't identifying any issues, I'd advise running through the checks here and report the fault to us here if you continue to experience problems.

 

Anoush

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