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Broadband trouble shooter page not working, how do i report a problem now?

iwbrock
Dabbler
Posts: 13
Registered: 25-11-2017

Broadband trouble shooter page not working, how do i report a problem now?

Worked through the pre report tests, all good so moved on to the trouble shooter, which will not accept my request and gives the following message:

 

Error

Sorry, An error occurred whilst processing your request.

 

Not going to spend 45mins on the phone so what do i do?

25 REPLIES
rongtw
Seasoned Hero
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Registered: 01-12-2010

Re: Broadband trouble shooter page not working, how do i report a problem now?

Unfortunately the troubleshooter page has been known to be Bugged for long time now ,, but all they do is stick a few plasters on now and again Crazy2

last plaster fitted on 18/11/2017 https://community.plus.net/t5/Service-Status/Broadband-Fault-checker-maintenance-18th-November-00-00...

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newagetraveller
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Re: Broadband trouble shooter page not working, how do i report a problem now?

It's well hidden too. I couldn't even find the damn thing when I had a fault a couple of weeks ago.

Help and support searches only reveal forum posts, most of which are not relevant to the search entred i.e. "broadband fault checker".

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Baldrick1
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Re: Broadband trouble shooter page not working, how do i report a problem now?


iwbrock wrote:

 Not going to spend 45mins on the phone so what do i do?


1. Go to your master socket and take the bottom half off to expose the test socket (this is the fixed one into which the part you have just taken off is plugged).

2. Plug a filter into the test socket.

3. Connect your DSL cable from the router into the filter.

3. Connect an Ethernet cable between your router and a computer.

4. Run the BT wholesale speed tester (www.speedtest.btwholesale.com/) on the computer including the second phase of further diagnostics. Note that there are reported problems if you use the Firefox browser so use a different one. These results will be visible to Plusnet if you report a problem.

5. If you report the results back here further advice will be forthcoming.

 

iwbrock
Dabbler
Posts: 13
Registered: 25-11-2017

Re: Broadband trouble shooter page not working, how do i report a problem now?

Hi

 

I have the open reach Mk2 face plate so no filter, and don't have a filter available or an ethernet capable computer, not sure that this faceplate has a test socket?

 

Speed is fine when it is working, just keeps dropping.

 

Will dig out my ancient dell which has ethernet, but will probably need to do a years worth of updates before it will do anything useful

Baldrick1
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Re: Broadband trouble shooter page not working, how do i report a problem now?

I'm not familiar with the Mk2 faceplate but it appears to be a two part device so it might be worth taking the front off and looking inside. The important thing is if PN/Openreach are to take speed complaints seriously they want to see a speed test with spurious potential issues over which they have neither control or responsibility removed. These include internal extension wiring and wireless interference. If you have received a PN router there should have been a filter in the box.

You might be able to get a fault logged but the problem is that if you have not done the formal tests and the fault doesn't occur when a BT technician turns up you will be charged for the visit.

When you say it is fine but keeps dropping, does it drop out the link to the exchange completely or is it just a speed problem? It might be worth asking Plusnet to look at their logs to check. I have read elsewhere that PN staffer @Gandalf is working today. If he picks this post up perhaps he can help?

Plusnet Help Team
Plusnet Help Team
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Registered: 21-04-2017

Re: Broadband trouble shooter page not working, how do i report a problem now?

I have read elsewhere that PN staffer @Gandalf is working today.

I'm afraid so Smiley

 

Testing your line isn't finding the cause of the drops you're experiencing.

 

I don't think the problem is with WiFi. It'd be more of between the exchange and the router.

I'd too recommend the test socket as it would rule out the faceplate to be faulty.

We'd have provided you with a microfilter with the latest router we sent you.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
iwbrock
Dabbler
Posts: 13
Registered: 25-11-2017

Re: Broadband trouble shooter page not working, how do i report a problem now?

Managed to run the test, intrestingly I couldn't use the test socket as wouldn't establish connection when using a microfilter (it was still in the box). test result below. Does this point to a face plate/wiring fault?

 

FAQ

Results Image not loaded

 

 

1. Best Effort Test: 

Download Speed : 72.84 Mbps

2. Upstream Test: 

Upload Speed : 16.11 Mbps
Plusnet Help Team
Plusnet Help Team
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Registered: 21-04-2017

Re: Broadband trouble shooter page not working, how do i report a problem now?

If you've not been able to get a connection in your test socket, it could be that either the problem has resolved itself since last night or it's simply intermittent. Fingers crossed for the former.

 

Out of curiosity, what happened when you tried to plug your router into the test socket?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
iwbrock
Dabbler
Posts: 13
Registered: 25-11-2017

Re: Broadband trouble shooter page not working, how do i report a problem now?

Got the orange/red light and flashing b, stayed this way for around 6-8min. When I reassembled the face plate and plugged back in it connected and went back to blue in around 1min.

Plusnet Help Team
Plusnet Help Team
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Registered: 21-04-2017

Re: Broadband trouble shooter page not working, how do i report a problem now?

In that case, it's possible the test socket isn't wired up correctly.

Let us know if the drops return.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Baldrick1
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Registered: 30-06-2016

Re: Broadband trouble shooter page not working, how do i report a problem now?

If the problem persists And you can't capture it with the Ethernet connection then I still think it could possibly be a WiFi issue. If you have a mobile phone use the Wifi Analyser or similar app to see what transmitters you can receive. Check at both the router position and where you use your wireless devices. If there are neighbours using the same channel as your router try changing the channel you are using by logging into the router and select a less used channel manually as opposed to the router default auto option. If you have a PN hub1 and your kit will handle 5GHz then try swapping to that. Another thing to try is to separate the 2.4 and 5 GHz channels. Again this is a router option. Rename one of them, the easiest is to just add 5 to the name of the 5GHz channel.

Plusnet Help Team
Plusnet Help Team
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Re: Broadband trouble shooter page not working, how do i report a problem now?


Baldrick1 wrote:

Anoush has confirmed that the link to the exchange is not dropping.

Testing your line isn't finding the cause of the drops you're experiencing.

We're seeing the drops, but we just don't know what's causing them.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Baldrick1
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Re: Broadband trouble shooter page not working, how do i report a problem now?

Sorry Anoush I should have looked closer at your earlier post. I just picked up your comment earlier that testing wasn't finding the cause of the faults. I see now that you were detecting them but not finding the cause. I will retreat back into my shell with my head hung in shame. Please ignore my last post. 

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 6,234
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Registered: 21-04-2017

Re: Broadband trouble shooter page not working, how do i report a problem now?

No problems at all @Baldrick1

Cheers for trying to help and chipping in. Smiley

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