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Fiber down again

Nick001
Grafter
Posts: 31
Thanks: 12
Registered: ‎03-02-2019

Fiber down again

Seems to be a monthly occurrence at the moment. But the internet has just suddenly died on me for no reason whatsoever. Can this be looked at please very inconvenient to happen at 7.30 in the evening.

Thanks
13 REPLIES 13
Plusnet Help Team
Plusnet Help Team
Posts: 1,589
Thanks: 302
Fixes: 58
Registered: ‎11-01-2018

Re: Fiber down again

 

Hi @Nick001

 

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 few months.

 

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
Nick001
Grafter
Posts: 31
Thanks: 12
Registered: ‎03-02-2019

Re: Fiber down again

I have done all of this. Plus used a different router. Same thing happens. Every 12 hours or so the internet drops completely. It has only got worse the last few days.
Plusnet Help Team
Plusnet Help Team
Posts: 1,152
Thanks: 183
Fixes: 54
Registered: ‎09-10-2018

Re: Fiber down again

Hi @Nick001, thanks for your message.

 

As of about 2 hours ago, we can see that the broadband password is pulling through as incorrect and that you're currently offline.

 

To correct this, please follow the below:

 

1) To connect to your Hub One, you will need to open a browser and go to http://192.168.1.254

If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.

2) You should come to a page with information about your connection, click 'Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'

3) Select the option for 'Broadband.'

4) You will see some default options, if not, please press 'Disconnect' on the right and this will allow you to change the Username and Password.

5) For your username, this should be your account username and should be in the following format: username@plusdsl.net
Your password is your account password

6) Press 'Connect' and you should be online.

Please let us know once you've reconnected and we'll proceed with further fault diagnostics.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
Nick001
Grafter
Posts: 31
Thanks: 12
Registered: ‎03-02-2019

Re: Fiber down again

Thanks for replying switfly

Entered the password wrong unintentionally this morning trying to fix the issue. Been corrected. But the issue still persists.
Plusnet Help Team
Plusnet Help Team
Posts: 926
Thanks: 232
Fixes: 54
Registered: ‎06-08-2018

Re: Fiber down again

@Nick001,

 

Your router is still stuck in setup@ mode and hasn't attempted to make a successful connection since half 1 this afternoon. We need to make sure it's correct before we progress this further as a fault for you. Can you please log back in and ensure the username is also updated to your correct username (I'd also reenter the password just in case too). 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team
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Nick001
Grafter
Posts: 31
Thanks: 12
Registered: ‎03-02-2019

Re: Fiber down again

Username was entered and correct password was entered at about 3pm roughly and still it literally just did nothing, and about 2 minutes before i got this message the broadband light started flashing red. Then router rebooted and the internet came back.. for now. Albiet at a lower speed.
Nick001
Grafter
Posts: 31
Thanks: 12
Registered: ‎03-02-2019

Re: Fiber down again

Speeds have recovered. I will continue to monitor. And make note of the time it goes down again. If it does.
Plusnet Help Team
Plusnet Help Team
Posts: 926
Thanks: 232
Fixes: 54
Registered: ‎06-08-2018

Re: Fiber down again

@Nick001,

 

Just checked actually and it looks like your line has been affected by a number of Openreach major service outages this week the first one looking like it was 'notified' out yesterday morning, and then another today. I say notified because we haven't actually been notified of any outage but having checked with Openreach's network incident team just in case it appears that's the possible cause, which is also likely why the auth issues were occurring earlier. 

 

The timings don't match up perfectly with what's been happening to you so please do keep an eye on things and let us know if you continue to have problems. 

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team
Nick001
Grafter
Posts: 31
Thanks: 12
Registered: ‎03-02-2019

Re: Fiber down again

Okay thankyou. That may explain the frequent breaks in service if there has been outages.

I will make note if it happens again. Thankyou.
Nick001
Grafter
Posts: 31
Thanks: 12
Registered: ‎03-02-2019

Re: Fiber down again

Dont know as of what time it went out. But as of 10.45 when i got home..the internet is out again.. internet was on a solid 18 hours without issue before this

Edit- as 11.10 it came back on
Nick001
Grafter
Posts: 31
Thanks: 12
Registered: ‎03-02-2019

Re: Fiber down again

Down again as of 12.35
wanderer303
Newbie
Posts: 3
Registered: ‎16-09-2017

Re: Fiber down again

in rochford essex my service has been experiencing outages too
Plusnet Help Team
Plusnet Help Team
Posts: 14,324
Thanks: 4,468
Fixes: 730
Registered: ‎21-04-2017

Re: Fiber down again

Thanks for getting back to us @Nick001 I'm sorry to see you're still experiencing connection problems. There was a major service outage active in your area earlier today but that's since been resolved.

I recommend keeping an eye on things moving forward and if you notice the drops continue/get more frequent, let us know and we'll raise this back through to our suppliers looking to arrange an engineer to investigate further.

 

@wanderer303 It looks like your connection returned at about the same time you posted this having been disconnected since midnight last night. Difficult to advise retrospectively what could've caused that, because line tests aren't showing any causes for that now. I also recommend keeping an eye on things, let us know if you encounter any further issues.

Having said that, I can see your line speeds are restricted to 49mbps by the automated software at the exchange so I've requested what's known as a DLM reset to lift the restriction and try to improve your speeds. That should go through within the next 2 to 3 working days. Let us know how your speeds look afterwards.

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