Disconnects and slow speed

[#1]

Hello, I have been customer since January, previously with BT. I am on Unlimited Fibre Extra and can't say it was a pleasure. I have been experiencing disconnects and slow speed couple of times a week, compared that to when I was with BT I never had a single disconnect in over 5 years. But today I had enough, after coming home today since 17:40 (at least) I had 6 disconnects already. 

Can someone look into it please? 

[#2]

Welcome to the Forum @sasha33

Dropping the connection to the internet rather than the PC to the Hub? Is this on a wired connection rather than wifi? If so, I would suggest that you run through the checks at https://www.plus.net/help/broadband/connection-troubleshooting/ and report a fault at https://www.plus.net/apps/kbdfaults It takes a bit of your time but costs you nothing, and makes Plusnet aware of your issue, they have to look at it, and gets the issue into the queue for action.Otherwise you would have to wait until someone from Plusnet picks up your post.

If it is a wifi problem, come back and, I'm sure, someone will offer advice.

Either way, do please let us know how you get on.

[#3]

We've been having the same issue since April.  Engineer number 3 came out today and we're now getting speeds of 10mbps.  We were getting 44mbps.  Annoyed is not the word!  Hope you get yours resolved!

[#4]

It's a wired connection, the hub's light goes red, blinking and goes back to blue after few minutes. I reported a fault a while ago and they sent me a message saying they will charge me for engineer's visit...poor service if you ask me.

[#5]

No, they did not say they would charge for an engineers visit, they said they would charge if the engineer found the fault to be with your equipment. They would also ask you to go through some simple checks to rule out the likelihood of it being your equipment - there is a lot more detail on the faults section.

Have you carried out any of the checks?

Have you done a quiet line check - dial 17070 option 2?

Have you plugged your router into the hidden socket on your master socket? 

[#6]

What exactly is my equipment? The only my equipment is my PC, modem was provided by them, if they expect me to pay even more for their faulty equipment than they are dreaming.

Dialed 17070 picked option 2 and I hear nothing?

What hidden socket? I have http://www.coolwebhome.co.uk/faceplate/images/faceplate.jpg

What would test socket accomplish?

[#7]

Like you, I am a customer, but with less attitude, and a lot more knowledge, which I am offering to share.

Have a look, on the Help pages the more information you can provide, the more help you are likely to receive.

Your call!

[#8]

Hi @sasha33,

I'm sorry to hear that you are experiencing problems with your connection and for the inconvenience that this is causing. I have tested your line, however the test isn't picking up the cause of this problem. For reference, today's test result is as follows:

Circuit ID	NA	Service ID	BBEU2835XXXX

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	79.3 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	351.3
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2018-05-10T16:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	77.4 Mbps	79.9 Mbps	78.4 Mbps
Up Stream Line Rate	19.9 Mbps	19.9 Mbps	19.9 Mbps
Up Time	864.0 Sec	900.0 Sec	899.9 Sec
Retrains	0.0	1.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2018-05-23T13:01:32Z	2018-05-23T13:16:32Z
Ingress Code Violation	4	0
Egress Code Violation	16	0
Errored Seconds	4	0
Severely Errored Seconds	1	0
Unavailable Seconds	0	0

Your connection log is showing that there were a number of drops yesterday evening but, other than that, your line has not dropped much over the last two weeks.

However, the high number of errors on the test result are indiciative of a potential performance issue. As the test isn't picking up the cause, it is likely that we will need to arrange an engineer visit so that this may be investigated further. There is a possibility of a £65 charge for this visit but, as @Mustrum has said, this charge would only be applicable under certain circumstances - if the engineer is unable to gain access to your property during a pre-arranged appointment slot, if you cancel the appointment with less than 48 hours' notice, if the engineer determines that there is no fault or if the fault is determined to have been caused by your internal wiring/ your equipment.

Anything beyond the test socket behind the master socket - so the master socket faceplate, any internal wiring, extension sockets etc would be classed as your responsibility so we would strongly recommend that you try connecting directly to the test socket. If connecting directly to the test socket doesn't resolve the problem, please run through the rest of the troubleshooting checks here to minimise the possibility of a charge if an engineer visit is required.

If the troubleshooting checks don't resolve the problem, please reply to the fault ticket here with some suitable dates and times for an engineer visit and we'll get this booked in for you. Our suppliers operate two timeslots for appointments, either 8am - 1pm or 1pm-6pm and appointments are available Monday - Friday (excluding bank holidays.)

[#9]

Well hello again. I have to bump my own post since the issue is still there and the past 2 days specifically have been a hell. I can't raise fault since the service is down but I really need help with this.

[#10]

If your internet service is completely down, you will need to ring Plusnet to report a fault. Or possibly use the chat, or Twitter, depending on whether what you are using to post here can cope. I wouldn't rely on someone from Plusnet picking up your post; depending on how many are on today, that could take a while.

Did you run through the checks and report a fault when this first started, before your connection dropped completely? If so, there will be a ticket somewhere to which you can refer the Plusnet people.

Please let us know how you get on.

[#11]

It's not completely down, it disconnects every several minutes, there is no pattern so hard to say. I have only one socket, installed about 6 years ago by BT engineer so I am connected to master socket at all times. I tried test socket but didn't see any difference.

[#12]

OK, it is helpful that you have some connectivity. Run through the checks and report a fault online (links are in posts above), if you can between disconnects. Otherwise, phone in a fault. There don't seem to be many Plusnet people here today so (as I said earlier) I wouldn't myself wait for them to pick up on your posts.

[#13]

Going back to what Emily posted, that speed has never been the case with Plusnet, I was getting those numbers with BT but as soon as I joined Plusnet things have changed. On average I am getting just over 50Mbps and on some occasions when it reaches near 70 it disconnects and it's back to 50's. Also every now and then the ping would go up to 30+ and speed drop to 10Mbps. 

[#14]

Have you succeeded in reporting a fault? Plusnet won't be able to address your problem until you do.

[#15]

Yes, I did it last night, no answer yet.