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Disconnects

Plusnet Help Team
Plusnet Help Team
Posts: 1,006
Thanks: 168
Fixes: 33
Registered: ‎07-12-2017

Re: Disconnects

HI @santi, here's the RADIUS from the last week, I've tested the line but this isn't detecting any issues.

 

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 Lauren Barry
 Plusnet Help Team
santi
Grafter
Posts: 94
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Registered: ‎28-12-2017

Re: Disconnects

Thanks for the reply..

 

Literally just as I went to reply I was hit with a disconnect, what are the chances! So what do I do now? what changed on 30/01/2019 which started to cause me disconnects.. you can clearly see the line before that was stable for long periods.. Could there be further erosion again on my telephone line to the pole? that was the source of the problem last time round.. the chap kindly re-terminated it again and that fixed it..

Plusnet Help Team
Plusnet Help Team
Posts: 13,842
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Registered: ‎21-04-2017

Re: Disconnects

It's possible that there could be erosion but without line tests showing us where the fault is, any fault report we'd raise with our suppliers would likely result in a request to book an engineer appointment.

I'd recommend keeping an eye on this and if your connection continues to drop, I'd report a fault to us at http://faults.plus.net letting us know over here so we can pick this up as soon as we can and progress the fault.

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 Anoush Mortazavi
 Plusnet Help Team
santi
Grafter
Posts: 94
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Registered: ‎28-12-2017

Re: Disconnects

Thanks for the reply (at this hour especially). I shall monitor and keep you updated..

Although If I am to find another disconnect (I hope not) is there anything you can escalate further from your side of things for a more in depth and permanent fix... Is there another set of specialist engineers this can be escalated to? This has been going on way too long for my liking..
Plusnet Help Team
Plusnet Help Team
Posts: 13,842
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Fixes: 689
Registered: ‎21-04-2017

Re: Disconnects

No worries, we'd be able to raise an escalation with our suppliers though for them to accept one there needs to have been a previous engineer visit in the last 28 days, so we'd need to arrange another engineer first before raising it.

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 Anoush Mortazavi
 Plusnet Help Team
santi
Grafter
Posts: 94
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Registered: ‎28-12-2017

Re: Disconnects

Sounds reasonable. Abit annoying my last one was just over a month ago on 12th December! Anywho I shall keep monitoring and keep you informed Smiley
santi
Grafter
Posts: 94
Thanks: 7
Registered: ‎28-12-2017

Re: Disconnects

@Gandalf Had another set of disconnects today - I've raised a fault ticket.

Plusnet Help Team
Plusnet Help Team
Posts: 1,474
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Registered: ‎26-03-2018

Re: Disconnects

Hi @santi 

 

Sorry to see you had one or two drops last night. I've updated the fault ticket which you opened. 

 

Please give it a read and reply to it accordingly. Shout up on here so we can pick this up as well. 

 

Thanks, 

MoR

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 MoR
 Plusnet Help Team
santi
Grafter
Posts: 94
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Registered: ‎28-12-2017

Re: Disconnects

Hi,

 

As per the reply to the ticket. I refuse to believe this is a 'blip in connection' when there has been daily disconnects from the 31st onward. I have already completed the checks you have proposed. As said before I have no extensions connected etc, tried the test socket etc. Router is connected to the master socket directly etc etc. I have had plenty engineers round to rule out internal wiring issues.. But I assume you have to check this again due to policy so, I have replied confirming I have already tested all these options.

Plusnet Help Team
Plusnet Help Team
Posts: 1,399
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Registered: ‎26-03-2018

Re: Disconnects

Hi @sandi,

 

Thank you for confirming that these connection drops have been affecting your line from 31/01 onwards and that you have been through the troubleshooting steps to rule out internal issues.

I've had a further look into this now and have added an update to the ticket here.

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 Emily D
 Plusnet Help Team
santi
Grafter
Posts: 94
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Registered: ‎28-12-2017

Re: Disconnects

Hi @EmilyD,

 

Thanks for the reply. I have updated the ticket with engineer times. If possible can I bet notified which date today, as I can schedule my work around this. Thanks Smiley

Plusnet Help Team
Plusnet Help Team
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Registered: ‎24-04-2017

Re: Disconnects

Hi @santi, thanks for getting back to us. I'm afraid to say although we've asked for your engineer availability we are yet to have your acceptance on the potential engineer charging statement we need before booking in an appointment and I'm sorry that this was not requested before hand. I have updated your fault ticket with this and if you could give us a nudge on here once accepting the charging statement we'll happily get a engineer booked for the earliest available appointment time you've advised us of.
Your fault ticket can be found here.
 

 Ben Devine
 Plusnet Help Team
santi
Grafter
Posts: 94
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Registered: ‎28-12-2017

Re: Disconnects

@BD I have updated the ticket with acceptance of any charges if the fault is found within my premises.
Plusnet Help Team
Plusnet Help Team
Posts: 503
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Registered: ‎24-04-2017

Re: Disconnects

Thanks for that @santi. I've booked that in for you for your earliest advised slot and updated your fault ticket accordingly. Let us know how the visit goes.

 Ben Devine
 Plusnet Help Team
santi
Grafter
Posts: 94
Thanks: 7
Registered: ‎28-12-2017

Re: Disconnects

@BD thanks for the reply. On the ticket you said Tuesday 8th Feb.. Just confirming did you mean Friday 8th Feb?