Disconnections since moving to fibre extra

[#1]

Hi,

Could you check my line please to see if there is anything causing disconnections. It seems to be happening daily over the last week or so.
Nothing has changed recently in terms of settings, cabling etc. The only thing I can think of is that I moved to fibre extra.

Thanks

[#2]

Hi @mcjizja

Thanks for getting in touch.

I can see that you're currently connected to the internet but have experienced drops in connection over the last seven days (and beyond). I've tested your line and no external faults are present. With this in mind it’s likely that the cause of the drops is within your premises.

Could you run through our troubleshooting guides here primarily and see if this helps?

If this doesn't resolve the issue I'd suggest raising a fault here so that we can progress this for you

Thanks,

Dave

[#3]

Hi,

I tried disconnecting all devices and connecting one at a time but never solved this, I always got frequent disconnects. I am currently using an old TalkTalk router that has been connected solidly for a few weeks now.

Could the plusnet one be faulty? If so can you provide a new one please?

Thanks

[#4]

Hi @mcjizja

I have raised a ticket for you on your account regarding this. If you can please respond to this, and let us know when you have done this, and we can sort this for you.

You can view this ticket on your account here.

[#5]

I have responded, a replacement would be great. But as per my note I don’t think I should be charged postage!

[#6]

Hi @mcjizja, I have responded to the ticket. 

[#7]

i have begrudgingly accepted in the ticket then

[#8]

Hi @mcjizja, I've updated the ticket on your account now.