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Crackly phone line and no internet connection

FIXED
MrCJLambert
Hooked
Posts: 9
Thanks: 1
Registered: ‎08-11-2017

Crackly phone line and no internet connection

Hello folks,
Been experiencing some trouble over the past couple of weeks. The phone-line has been extremely crackly and we've lost all internet connection. I've tried resetting the router, changing the authentication on my access point to CHAP from AUTO_AUTH and using the master socket to no avail. Has anyone got any suggestions?
Thanks,
CJL
9 REPLIES
BrightonRock
Pro
Posts: 299
Thanks: 87
Fixes: 6
Registered: ‎09-04-2016

Re: Crackly phone line and no internet connection

Welcome to the Forum.

I would guess that the loss of internet is connected to the noise on your phone line. If the phone is not with Plusnet, report a phone fault to your supplier; if it is with Plusnet, report a phone fault to them and mention the loss of internet (if you get to speak to a person). See if the internet comes back once the fault is cleared. If not, report that as a further fault as soon as you can.

You may get lucky and a Plusnet person picks up on this correspondence but don't rely on that and tell whoever about the problem now rather than waiting.

198kHz
Aspiring Champion
Posts: 3,502
Thanks: 430
Fixes: 13
Registered: ‎30-07-2008

Re: Crackly phone line and no internet connection

Experience would suggest that when reporting phone faults, it's a good idea not to mention broadband, especially if voice and data are from different suppliers - it can lead to a lot of buck-passing.

Remember you are unique - just like everyone else
MrCJLambert
Hooked
Posts: 9
Thanks: 1
Registered: ‎08-11-2017

Re: Crackly phone line and no internet connection

We have both through Plusnet Smiley
BrightonRock
Pro
Posts: 299
Thanks: 87
Fixes: 6
Registered: ‎09-04-2016

Re: Crackly phone line and no internet connection

I would report at least the phone fault, and see what happens.

MrCJLambert
Hooked
Posts: 9
Thanks: 1
Registered: ‎08-11-2017

Re: Crackly phone line and no internet connection

Okay so the line is much better now and the fibre connection is working but at much lower speeds than normal. Used to get between 50 and 70 mbps download before and I'm currently getting ~18mbps. Upload is fine.

Plusnet Help Team
Plusnet Help Team
Posts: 13,620
Thanks: 262
Fixes: 75
Registered: ‎27-04-2007

Re: Crackly phone line and no internet connection

Hi there, 

 

I'd like to have a look into this for you. Can you drop me a message with your username please?

 

 

Also in the meantime can you try following the checks here to see if they make any difference? https://goo.gl/hcHRDv

 

Adam

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 13,620
Thanks: 262
Fixes: 75
Registered: ‎27-04-2007

Re: Crackly phone line and no internet connection

Fix

Thanks for the PM, I see that we're already looking at a line fault and have an engineer visit arranged for you which would be the logical next step to take. 

 

Feel free to give me a nudge if the problems continue beyond that or if we need to follow up on anything for you. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
MrCJLambert
Hooked
Posts: 9
Thanks: 1
Registered: ‎08-11-2017

Re: Crackly phone line and no internet connection

Well... I spoke too soon. The connection died again with the DSL light on the Openreach router flashing then going off
paul_blitz
Rising Star
Posts: 81
Thanks: 29
Registered: ‎20-07-2016

Re: Crackly phone line and no internet connection

I had a similar problem a few years ago.... the phone was a bit crackly, and I got issues on the broadband.

 

Finally, everything went completely dead (I remember it well, it was just before Xmas.... so I had no internet / phone over Xmas!).

The problem was traced to a bad joint in the cable: after it was fixed, the phone and broadband were perfect.

I suspect you might have a similar problem. Because of the noise on the phone line, it will be easy for the engineers and you to know when the problem is actually fixed.