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Disconnections since moving to fibre extra

mcjizja
Dabbler
Posts: 14
Registered: ‎13-01-2017

Disconnections since moving to fibre extra

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
7 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 494
Thanks: 135
Fixes: 19
Registered: ‎11-01-2018

Re: Disconnections since moving to fibre extra

 

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

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
mcjizja
Dabbler
Posts: 14
Registered: ‎13-01-2017

Re: Disconnections since moving to fibre extra

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

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 256
Thanks: 39
Fixes: 12
Registered: ‎23-11-2017

Re: Disconnections since moving to fibre extra

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.


 Dean R
 Plusnet Staff
mcjizja
Dabbler
Posts: 14
Registered: ‎13-01-2017

Re: Disconnections since moving to fibre extra

I have responded, a replacement would be great. But as per my note I don’t think I should be charged postage!
Plusnet Help Team
Plusnet Help Team
Posts: 307
Thanks: 79
Fixes: 10
Registered: ‎07-12-2017

Re: Disconnections since moving to fibre extra

Hi @mcjizja, I have responded to the ticket. 

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
mcjizja
Dabbler
Posts: 14
Registered: ‎13-01-2017

Re: Disconnections since moving to fibre extra

i have begrudgingly accepted in the ticket then Sad

Plusnet Help Team
Plusnet Help Team
Posts: 280
Thanks: 50
Fixes: 17
Registered: ‎26-03-2018

Re: Disconnections since moving to fibre extra

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

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