Fibre broadband drops out intermitently

[#1]

We lose wireless and wired Ethernet connection several times in the day. The blue light stays on as usual. Only way I have found to fix is switch off and on at the mains. Router is plugged straight into master socket. Wires appear fine. Dial tone being received on phone.
What else can I do please?

[#2]

Fibre - I guess that means that you are using the Hub One?

If the blue light stays on, that does not suggest a loss of sync or PPP session - see https://www.plus.net/help/broadband/router-setup-guides/ "Check the lights on the hub".  Also see at the top Broadband speed tips".

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.  From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link.  NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.

• Phone Faults

Also follow the broadband fault guidance below.

[#3]

Thanks for the reply Townman. Appreciated.

I unscrewed the faceplate on master socket but it doesn't come off easily. I am reluctant to yank it off with more force than I am using, as last thing i need right now, is a broken socket.

Tried line test by plugging into faceplate, but not sure if that is valid? There is a very very small amount of sound but certainly wouldn't describe as noisy.

When the fibre is working I am happy with the speed  as gettng +56Mb download and +15Mb upload.

Today there have been no drop outs so far at all.

On the billng side. I have an 18 month contract Mar 2019 to  Sep 2020.  Are you saying the discount is only for the 1st 6 months ? As I dont have any thing saying that was the contract either in mails or on my account.

[#4]

Hi,

That is helpful feed back.

Lets leave the billing issue to the billing topic - it needs staff attention.  My guess would be that for some reason which only the staff can address.  That comment (question) would be best placed on the other thread...

Broadband test - that is helpful.  No noticeable noise is helpful, but not completely reassuring.  Noise can be variable, clear most of the time and there for a few seconds which can be enough to drop the connection.  Can you please keep an eye on the blue light - if it changes colour then there might be a line issue.  Also watch for performance issues when the phone is in use, especially when it rings.