Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP HELP
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Fibre Broadband only had connection with you f...
Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP HELP
30-11-2016 10:15 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Newly installed fibre and had this service with you for the past 3 weeks.
It keeps randomly cutting out and will then start again about a minute later
The broadband light goes from blue to orange then back to blue
Why is this happening? I am paying a lot for this service and this isn't the standard I was expecting to receive
Please provide assistance as soon as possible thanks
Re: Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP H
30-11-2016 12:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi there,
With the nature of the errors that your getting on your line, it seems to suggest that there may be an issue with the equipment. I note that we've sent you a couple of routers in the past 4 months, do the same issues persist with each router installed?
Matty
Re: Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP H
30-11-2016 12:31 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi Matty
Thank you for your prompt reply.
I have only ever been sent 1 router which is the one I am using now.
I did plan on moving house back in August but I never received a router.
I did have a router at my old address however I could not benefit from fibre.
Are you able to run a test on the line to check that there is no adverse issue?
Kind regards
Chris
Re: Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP H
30-11-2016 9:29 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Work tonight trying to use internet which keeps cutting out every 5-10 minutes. Have tried unplugging everything from the router and reconnecting but the issue persists.....
Re: Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP H
01-12-2016 9:40 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I've tested your broadband and it's indicated a possible fault with the line.
Voice Line Test Result | Voice fault suspected - contact Voice CP to progress copper issue |
Testing your line I've detected a Battery Contact and I've raised this with Openreach. The estimated response time is by 05/12/16. I've also opened a ticket on your account so that our faults team can monitor the progress.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP H
05-12-2016 7:15 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP H
06-12-2016 9:56 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Downstream Speed | 20.5 Mbps |
Upstream Speed | 1.3 Mbps |
Voice Line Test Result | Pass |
Looking at your connection the drop outs appear to have subsided, however from testing your broadband the router is in sync below the estimated speed.
I would advise to raise a fault to us at http://faults.plus.net
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP H
06-12-2016 4:37 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi
I don't know how to feel about your response.
The issue isn't fixed as it keeps cutting out.
I am also paying you £33.99 per month for this service which isn't satisfactory.
You are also asking ME (the customer) to raise a fault - why cant you do it? I have already raised a fault.
You had no problem in debiting the money from my account so I assume you will get this fixed urgently.
Thanks
Re: Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP H
06-12-2016 5:06 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
As we cannot determine where the problem lies, I wouldn't be able to raise a fault on your behalf because the low sync speed and drop outs can be caused by internal wiring, which the broadband trouble shooter will aim to help you determine where the problem lies by trying the test socket (found by unscrewing the front cover of the master phone socket).
If you let us know once you have completed the troubleshooter I'll progress the fault for you.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP H
07-12-2016 8:24 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP H
07-12-2016 8:35 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I'll take a look into your fault ticket tomorrow once I am back in the office.
Many apologies for the inconvenience caused.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP H
07-12-2016 9:08 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Just a thought, how are you connecting, Wifi or wired?
Re: Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP H
07-12-2016 9:10 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
That's a good point @Mustrum because whilst the sync speed is low there aren't many drop outs between the exchange and the router.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP H
07-12-2016 9:18 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Fibre Broadband only had connection with you for 3 weeks and connection keeps cutting out HELP H
08-12-2016 4:08 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
On driving into work this morning your company advert was played on the radio, something about "plusnet... We will do you proud". Not sure about that at the moment!!!!
Can you not just send a new router out to eliminate whether the router is faulty???
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Fibre Broadband only had connection with you f...