Broadband randomly disconnecting.
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Broadband randomly disconnecting.
28-07-2021 12:41 PM
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Re: Broadband randomly disconnecting.
28-07-2021 5:35 PM
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Hi @Emj_rose,
I'm sorry to hear that you're experiencing issues with the connection. I've tested the line and whilst we can see the connection is dropping out, we're unable to find the cause of this. Have you had the chance to remove the faceplate from the master socket and set the router up within the test socket in the property? If you haven't, I'd recommend doing so and we have a guide on how to do this here.
Re: Broadband randomly disconnecting.
05-09-2021 12:27 PM
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Thanks for the tip. We’ve been away but haven’t noticed the problem happening again since being plugged into the test socket. Does this mean there’s an issue with the main socket? Or are we ok to remain on the test? Many thanks
Emily
Re: Broadband randomly disconnecting.
05-09-2021 3:04 PM
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Thanks for getting back to us @Emj_rose
I hope you've had a good time away. I'm glad to see that your broadband looks to be stable while in the test socket. That suggest the issue may either be the faceplate of the master socket, or any extension sockets/wiring you might have. It'd be perfectly fine to leave your router in the test socket all the time, in fact that's where I keep mine at home.
Re: Broadband randomly disconnecting.
07-09-2021 9:13 PM
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Last weekend I split my 2.4 and 5Ghz. I added a new password to the 5Ghz so no settings changed for the 2.4ghz connection. My alexas (which I kept on the 2.4ghz frequency) kept dropping out and saying the password wasn’t recognised so today I gave up and synced them again. From there it’s just been on and off today. I did a factory reset and then updated my wifi name and password but a number of times devices said the password was incorrect when it wasn’t. It settled this afternoon and now the router is dropping in and out again. Even with the blue light it’s saying no internet connection or DHCP server. I’ve turned the power on and off and disconnected from the master socket but struggling to get it back online at all at the moment.
Any help would be greatly appreciated. Is it the router/my set up or the house do you think?
Many thanks
Emily
Re: Broadband randomly disconnecting.
08-09-2021 8:15 AM
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Router was back online around 11pm last night so down for two hours. This morning my 2.4ghz frequency doesn’t seem to be working again, I have a 2.4ghz extender and it can’t see the network, same with alexas out of range of 5ghz.
Many thanks
Emily
Re: Broadband randomly disconnecting.
08-09-2021 1:42 PM - edited 08-09-2021 1:43 PM
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Hello @Emj_rose
Thanks a lot for reaching out again and I'm sorry to hear that you're still having problems. I've run some tests on the line which aren't showing any issues with the service, though drop outs are apparent. going forward, please have a loo through out Troubleshooting Guide to see if you're able to rectify this issue internally. If you can, please remove the faceplate from your master socket, and connect your router directly into the test socket which lies behind it. Avoid using any extension cables / sockets too.
In regards to your WIFI, I've just run what we call "Smart Wireless" on our end, which adjusts the WIFI channels on your router to those best for your environment. I did not want to split the SSID's as you're using extenders.
If the drop outs do not improve, head over to faults.plus.net and raise this with our Technical Support Team.
Troubleshooting Guide - https://www.plus.net/help/broadband/connection-troubleshooting/
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