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Dropouts - No phone - Now lost 10MB

qwertzycoatl
Newbie
Posts: 3
Registered: ‎01-06-2016

Dropouts - No phone - Now lost 10MB

I am a 80/20 customer who is gnerally quite impressed with PlusNet fibre.

I get 70/20 pretty consistently.

 

Working away quite happily and suddenly disconnected Fibre.

Fibre comes back, goes off again some minutes later.

 

Checked the phone line and it was off but Fibre continued to connect/disconnect the whole time.

 

Speeds dropped to 30/5 

 

Carried on with multiple dropouts then suddenly Phone is back on but now I connected at 60/20 and been told by online chat

"Within boundaries" so nothing I can do but to raise the faults online for the dropouts.

 

I have done but surely someone knocking out my phone line and me losing 10mb of speed can be rectified?

 

Can anyone shed some light on my situation please?

 

Thanks

 

5 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: Dropouts - No phone - Now lost 10MB

If your phone line is still down, that needs rectifying, I can see you've reported a fault to us so I'll respond to that shortly.

 

 

Regarding the speed on your fibre, there's not much we can do I'm afraid as the line is performing within the estimates.

It's likely that once the issue on your phone service is resolved, you'll see the speed of your connection recover gradually though

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 Chris Parr
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qwertzycoatl
Newbie
Posts: 3
Registered: ‎01-06-2016

Re: Dropouts - No phone - Now lost 10MB

Thanks Chris,

 

fingers crossed.

 

The phone is on and working again (has been for a few hours) so might just need a router reboot / PPP drop to get a new speed?

Plusnet Help Team
Plusnet Help Team
Posts: 5,824
Thanks: 562
Fixes: 213
Registered: ‎01-01-2012

Re: Dropouts - No phone - Now lost 10MB

Our tests are still showing a potential fault on the broadband side of things so I'd recommend raising this here

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
qwertzycoatl
Newbie
Posts: 3
Registered: ‎01-06-2016

Re: Dropouts - No phone - Now lost 10MB

Hi,
I've already raised a fault. Chris replied to it.

I've not done the tests for the phone yet but did experience 2 further dropouts at 3.45am and 8.01am from the router logs.

Are the phone line tests essential?
Plusnet Help Team
Plusnet Help Team
Posts: 5,824
Thanks: 562
Fixes: 213
Registered: ‎01-01-2012

Re: Dropouts - No phone - Now lost 10MB

As our tests are showing a external fault at the moment I wouldn't worry about it

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