Broadband keeps dropping out multiple times a day
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Broadband keeps dropping out multiple times a ...
Broadband keeps dropping out multiple times a day
09-02-2019 2:35 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
This has been happening for a month or so.
It just drops out completely and it's not there in the Network list to select on any device. However, nothing seems to change (e.g. lights) on the router. Happens at any time of day and there's no pattern in terms of how many devices are online. I was home on my own yesterday during the day and it was out for a good 30 minutes.
How do we look into this? The kids are badgering me!
thanks
TrickySam
Re: Broadband keeps dropping out multiple times a day
10-02-2019 11:04 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @trickysam,
I'm sorry that your connection has been dropping and for the inconvenience caused to you and your family.
I can see from your connection log that it has been dropping frequently over the past week:
However, testing your line isn't picking up the cause of this:
As the test hasn't picked up the cause, we'll need to do some troubleshooting checks to try and narrow this down. I'd recommend starting with basic checks here.
If the basic checks don't resolve the problem, the next step would be to connect the router into your test socket which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the guide here for instructions on how to connect to the test socket.
Please get back in touch if your connection continues to drop whilst connected to the test socket.
Re: Broadband keeps dropping out multiple times a day
11-02-2019 12:10 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Broadband keeps dropping out multiple times a day
11-02-2019 2:37 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @trickysam
Thanks for the update.
Please let us know how the connection is whilst connected in this way - should you still notice drops occurring, please let us know and we can investigate further.
Kind Regards,
MoR
Re: Broadband keeps dropping out multiple times a day
14-02-2019 1:36 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
We have had the cable connected to the test socket for a few days now and it's been fine.
Does this mean there is a problem with the socket or phone cable?
thanks
Kirsty
Re: Broadband keeps dropping out multiple times a day
14-02-2019 4:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @trickysam, thanks for getting back to us.
With the connection working fine in the test socket, the issue will be caused by one of the pieces of equipment you've removed.
In my experience, it's usually either the DSL cable (the one that looks like a tiny phone adaptor end), or the faceplate itself. You're able to ascertain which by reattaching the faceplate and using a different DSL cable. If the drops return, we can be almost certain that it's the faceplate at fault.
Please let us know how you get on.
Re: Broadband keeps dropping out multiple times a day
25-02-2019 1:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi
I think it must be the face plate. It is dropping out again.
thanks
Tricky Sam
Re: Broadband keeps dropping out multiple times a day
25-02-2019 1:04 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sorry, meant to say, we've tried a different DSL cable.
Re: Broadband keeps dropping out multiple times a day
25-02-2019 3:50 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @trickysam, if the drops have continued again when the router is in the normal socket this would highlight either a faulty face plate, a extension socket within the property could be causing the issue or internal wiring or devices plugged into the extension sockets.
We would advise looking to re-trying the set-up back in your face plate as it sounds like you have it currently but making sure that there's no other devices plugged into extension sockets. If the drops persist the the easiest and cheapest check we would recommend would be to look in purchasing a new face plate for your master socket which can be found at most electronic retailers and if the issue was still to persist we would advise you contacting a local 3rd party phone engineer to come and check your internal wiring and extension sockets in the properties for faults.
By all means although not pretty you could keep the router plugged into the test socket moving forwards as this would get around the internal wiring issue as it's the face plate which connects the extension sockets back up.
Let us know how it goes.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Broadband keeps dropping out multiple times a ...