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Fibre Broadband cutting off at the same times, every evening.

klemm
Dabbler
Posts: 11
Registered: ‎09-03-2013

Re: Fibre Broadband cutting off at the same times, every evening.

10pm, 11pm drop outs :yawn:

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 14,865
Thanks: 396
Fixes: 113
Registered: ‎27-04-2007

Re: Fibre Broadband cutting off at the same times, every evening.

Really sorry to see that's still a problem for you. Don't worry about letting us know when the connection drops as we have logs that we can give you copies of too if needed. It looks like we'll need to chase up our suppliers for an update on your fault so please bear with us and somebody will be updating your ticket soon. 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
klemm
Dabbler
Posts: 11
Registered: ‎09-03-2013

Re: Fibre Broadband cutting off at the same times, every evening.

I'm hoping the lack of update means your supplier taking this seriously and is working extra hard to resolve my connection drops?

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,466
Thanks: 140
Fixes: 63
Registered: ‎06-08-2018

Re: Fibre Broadband cutting off at the same times, every evening.

Hi there @klemm,

Sorry about the delay in response, I can see you've spoken with someone in our technical support department and a further update has been provided here.

Please let us know how you get on.

 

Thanks.

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


Ultraviolet
Hooked
Posts: 7
Registered: ‎04-07-2019

Re: Fibre Broadband cutting off at the same times, every evening.

On October 21st, I will have been experiencing the same issues for FOUR Months. My first four months with Plusnet and my only experience as a customer with the company.

During this time I have now learned that I can recite the protocol for initial advisor checks. The lovely young lady this morning got the brunt of my frustration as I knew what the results of her line tests would be before she had even initiated them.

I Still cannot receive incoming calls and am still experiencing regular internet dropouts. The goalpost keeps moving 

I really wish you would try harder to resolve the issues. I am reaching the point of despair and regretting leaving Sky.

Come on plusnet... Take ownership of this and push for a resolution! 

 

 

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 602
Thanks: 70
Fixes: 22
Registered: ‎06-08-2018

Re: Fibre Broadband cutting off at the same times, every evening.

Hi there @ Ultraviolet,

 

Thanks for getting in touch.

 

I'm sorry to hear of the issues you have had with your connection dropping and appreciate the frustration this is causing you.

 

I've had a look into this today with a colleague on our Technical Support Team. The issue was resolved overnight as per this ticket so your connection should now be working as normal.

 

If you need any further assistance, please let us know.

 

Thanks - LF

 

 

 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team
Ultraviolet
Hooked
Posts: 7
Registered: ‎04-07-2019

Re: Fibre Broadband cutting off at the same times, every evening.

I agree, after 4 months my connection should be working as normal!
But guess what?!! The internet has just gone off!!! 23.00 on the dot
I now have a working phone line, thanks for that, however the broadband cut outs clearly have not been resolved...
Seriously, is this a wind up?? Where's Jeremy Beadle hiding??
This ticket is not closed and you need to get it sorted!!!
Plusnet Help Team
Plusnet Help Team
Posts: 14,865
Thanks: 396
Fixes: 113
Registered: ‎27-04-2007

Re: Fibre Broadband cutting off at the same times, every evening.

Hi there, 

 

Have the disconnections at 11pm been a daily occurrence? I ask as we're only seeing one recorded last night which is the first one since last Friday. 

 

if that's the only one you've noticed since then I'd recommend monitoring things over the course of a few more days. Also please bear in mind that one brief disconnection can be quite normal for any broadband connection. 

 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Ultraviolet
Hooked
Posts: 7
Registered: ‎04-07-2019

Re: Fibre Broadband cutting off at the same times, every evening.

Occasional blimps, could be accepted however I've had issues since swapping to Plusnet 4 months ago. If you take that into consideration then the Occasional blimps are not acceptable!
Furthermore these occasions have occurred three times this evening!!
Why don't you monitor it.. in fact, resolve the problems instead of dragging it out!!
This is exceptionally poor service and not once has Plusnet offered compensation or even deducted money from the monthly billing. Disgraceful. DO NOT ASSUME THAT THIS IS RESOLVED!!!
Plusnet Help Team
Plusnet Help Team
Posts: 1,673
Thanks: 304
Fixes: 95
Registered: ‎26-03-2018

Re: Fibre Broadband cutting off at the same times, every evening.

Hi @Ultraviolet,


I'm sorry that your connection is still dropping and for the inconvenience that this is causing you.

 

I have discussed this with our faults team and they have let me know that t here's currently an issue that our suppliers are investigating where on certain connections, they drop between dusk and dawn. They are working towards identifying the root cause and resolving the problem but haven't yet been able to provide an estimate as to when this will be resolved. Our faults team will monitor this and will be in touch once we have an update from our suppliers.

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