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Fibre broadband down

leeroby1878
Hooked
Posts: 9
Registered: ‎07-08-2019

Fibre broadband down

I had a choppy connection yesterday and today it is completely down. Using mobile as a hotspot to post this.

Please look at this issue as it slowing me down for work.

10 REPLIES 10
leeroby1878
Hooked
Posts: 9
Registered: ‎07-08-2019

Re: Fibre broadband down

Just to add, I did phone but there was no indication of waiting times and Gary Barlow makes my ears bleed.

Baldrick1
Hero
Posts: 3,278
Thanks: 1,407
Fixes: 87
Registered: ‎30-06-2016

Re: Fibre broadband down

Unless you have a business service then apart from the odd email it is against the Plusnet terms and conditions to use it for work. Consequently don't expect a priority response for that reason.

leeroby1878
Hooked
Posts: 9
Registered: ‎07-08-2019

Re: Fibre broadband down

I'm doing research for work from home, I'm not running a business. Regardless, it is still an inconvenience and I am still paying for nothing at the moment.

Plusnet Help Team
Plusnet Help Team
Posts: 1,455
Thanks: 283
Fixes: 83
Registered: ‎26-03-2018

Re: Fibre broadband down

Hi @leeroby1878,

 

I'm sorry that you're experiencing connection problems and for any inconvenience that this is causing you. I can see that your connection has been dropping:

 

 

Testing the line hasn't picked up the cause of this problem from here, though I can see that the download speed is currently below the line's estimates of 42.9-63.5mbps:

 

GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXXX
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 41.8 Mbps
Upstream Speed 10.8 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 692.5
Upstream Rate Assessment Reasonable
Downstream Rate Assessment Reasonable
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2019-07-25T11:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 41.7 Mbps 43.5 Mbps 43.5 Mbps
Up Stream Line Rate 10.8 Mbps 11.1 Mbps 11.1 Mbps
Up Time 834.0 Sec 900.0 Sec 899.9 Sec
Retrains 0.0 1.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2019-08-07T10:50:07.675+01:00 2019-08-07T11:05:07.675+01:00
Ingress Code Violation 0 2
Egress Code Violation 0 0
Errored Seconds 3 2
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

We'll need to do some troubleshooting to try and narrow down the cause of the fault.

I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
leeroby1878
Hooked
Posts: 9
Registered: ‎07-08-2019

Re: Fibre broadband down

I need a microfilter to do that and I cannot find one, I have no idea if I have one. Is that my only recourse? I had no problem last night and the connection is normally fine.

Highlighted
leeroby1878
Hooked
Posts: 9
Registered: ‎07-08-2019

Re: Fibre broadband down

It's back up at the moment, although my TP link powerline adapter has been rendered useless for some reason...not sure why

leeroby1878
Hooked
Posts: 9
Registered: ‎07-08-2019

Re: Fibre broadband down

It seems that the powerline adapter messes up the internet connection whenever it is switched on, will have to investigate that, thanks

Plusnet Help Team
Plusnet Help Team
Posts: 1,103
Thanks: 109
Fixes: 50
Registered: ‎06-08-2018

Re: Fibre broadband down

Hey @leeroby1878,

 

You should be able to pick a spare micofilter at PCworld, Wilkcos, Argos etc for about £3-5.

Please let us know once you have connected to the test socket and we can progress from there.

 

Thanks.

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


leeroby1878
Hooked
Posts: 9
Registered: ‎07-08-2019

Re: Fibre broadband down

Hi Mads, as I said, it seems to have been the powerline adapter causing the problem (although it had never done this before and I cannot understand why), I will look into it, thanks.

Plusnet Help Team
Plusnet Help Team
Posts: 1,103
Thanks: 109
Fixes: 50
Registered: ‎06-08-2018

Re: Fibre broadband down

No worries, do give us a nudge should you need any further assistance @leeroby1878

 

Thanks.

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