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Constant drop out

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Newbie
Posts: 4
Registered: ‎30-01-2020

Constant drop out

My internet has been constantly dropping out at random intervals many times in a day for a few weeks now. The modem flashes orange and can not connect to internet from a few minutes up to 20 minutes at a time. I have checked everything suggested in the technical issues help and have requested technical support but understandably I have not heard back! However despite the current circumstances, being able to work from home and have children which need the internet for school work this is becoming a huge problem. There is only so much I can rely on my mobile data. Currently when I do have internet connection I am not accessing anywhere near my guaranteed speeds. Like I said I understand the current situation but I'm still paying full price for half of a service!
6 REPLIES 6
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Plusnet Help Team
Plusnet Help Team
Posts: 15,100
Thanks: 431
Fixes: 123
Registered: ‎27-04-2007

Re: Constant drop out

Hi there and sorry to see there's been some problems with disconnections. 

 

I've just been looking into this on our side and line tests aren't indicating any obvious problems so it would be best to make sure the checks shown here have been covered next: https://www.plus.net/help/broadband/connection-troubleshooting/

 

If they don't help to resolve the issue you can report a fault online at http://faults.plus.net

 

Please let us know how you get on. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Newbie
Posts: 1
Registered: ‎27-04-2020

Re: Constant drop out

We have been having similar issues since before lockdown, this is a massive issue as I am having to work from home doing. I have been unable to contact them via telephone.
The only information gained via messenger was a link to the generic self help information.
Ours is dropping at least once, sometimes multiple times per day.
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Plusnet Help Team
Plusnet Help Team
Posts: 1,178
Thanks: 225
Fixes: 50
Registered: ‎22-01-2018

Re: Constant drop out

Hello @Rwatt,

 

Sorry to hear you are having an issue with your connection and for any inconvenience this is causing.

 

Upon checking the connection at our side we can see something isn't quite right as there are more drops then we would like to see.

 

Our tests are not highlighting the cause of the issue and therefore we are going to need to rule out your internal wiring. Please can you place your connection into the test socket shown here.

 

If the connection still persists to drop, please can you raise a fault here, and get back to us on this thread so that we can pick this up.

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
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Newbie
Posts: 4
Registered: ‎30-01-2020

Re: Constant drop out

Upon sending this message the problem was resolved quickly, however a few weeks later the exact same issue again!! I have constantly had drop outs for the past week, and the same orange light appears! I'm getting fed up of this! Why am I paying for such an unreliable service?
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Plusnet Help Team
Plusnet Help Team
Posts: 1,178
Thanks: 225
Fixes: 50
Registered: ‎22-01-2018

Re: Constant drop out

Hello @Niczx91,

 

Sorry to hear you are experiencing an issue with your connection. I have a checked your connection and there definitely seems to be something out of place somewhere as we can see more drops in connection than we would like. Although our tests aren't picking up exactly what's causing the issue so we will have to do some troubleshooting to start ruling things out.

 

I'd recommend starting with basic checks here

 

And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the placate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here:

https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

 

If the problem still persists from here, please report the issue here and let us know when you've completed it.

 


 

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
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Newbie
Posts: 4
Registered: ‎30-01-2020

Re: Constant drop out

I have went through the stages again and everything this end is fine. I have tried to fill in the broadband troubleshoot request numerous times lately however it won't load the pages. I understand the pressure with the current situation but I rely on the internet for home schooling and work! I can't keep using my data when I'm paying for a broadband service.