Frequent loss of connection - homeworking not possible with plusnet service
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Frequent loss of connection - homeworking not possible with plusnet service
25-05-2018 10:48 PM
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I am getting frequent loss of connection or slow speeds with Plusnet - remote access via Citrix servers - I know this because I work from two locations and the other running on Virgin Fibre is without a hitch. Same everything apart from network connectivity. I will need to change providers as I cannot perform my job.
Re: Frequent loss of connection - homeworking not possible with plusnet service
26-05-2018 2:47 PM
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Note if this service is so important for your work, then I hope that this is NOT a residential service - not only is it not allowed under the T&Cs, residential services have a 72 hour (typical) repair time from BTOR, whereas business grade services tend to be next working day.
https://www.plus.net/help/legal/terms/ [Plusnet Standard Terms]
2.1.3. use the services for personal use in the UK (so don't use the services to run your own business, but a couple of work emails or occasional home working are okay) and in accordance with our Acceptable Use Policy;
If this is a business service, then you might be better served by posting in the BUSINESS forum. Just report this post and ask the mods to move the topic to the business board.
However, self help steps are exactly the same - what have you undertaken?
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.
How is your line performing?
Please post your router stats; for PN TG582n and 2704n routers use the buttons below, for other routers look at the Kitz link.
Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router!
NB: Please use an Edge browser or IE as there have been many reports that others fail to function correctly when accessing the BTw speed test.
Also find your CURRENT SPEED (PlusNet line profile) from the PlusNet user portal - you will need to log in.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Frequent loss of connection - homeworking not possible with plusnet service
27-05-2018 8:26 AM
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Re: Frequent loss of connection - homeworking not possible with plusnet service
27-05-2018 8:32 AM
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Within the community, especially at weekends you are more likely to get relevant self help from other users quicker than PN staff ... who in the first instance will give the same advice.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Frequent loss of connection - homeworking not possible with plusnet service
27-05-2018 8:34 AM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Frequent loss of connection - homeworking not possible with plusnet service
on 27-05-2018 9:03 AM - last edited on 27-05-2018 11:04 AM by Strat
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Router stats:
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Moderator's note by Dick (Strat): Personal information removed from a public forum.
Re: Frequent loss of connection - homeworking not possible with plusnet service
27-05-2018 9:06 AM
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The silent phone test is silent ..
Re: Frequent loss of connection - homeworking not possible with plusnet service
27-05-2018 9:31 AM
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I had a separate issue with my landline, which was bad. Silent line test was really noisy, had to call BT Openreach out who fixed it.
This may be Tuesday now (tomorrow is a bank holiday isn't it?), but when someone is back in the office they may be able to give you a visual radius log graph so they can see, and show you how bad the disconnects are.
Re: Frequent loss of connection - homeworking not possible with plusnet service
27-05-2018 11:18 AM
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The sync speed suggests a 40/10 service, with plenty of signal space so there ought not to be ‘drop outs’ here.
As Alex suggests, sight of a VR plot (requires staff action) would be helpful.
How are the disconnects perceived? Does the router log report loss of xDSL? Have you looked at the WiFi connectivity guide?
What devices are involved here? Apple products? If yes they are known to exhibit issues if the 2.5GHz and 5GHz WiFi services have the same SSID, which to all intents and purposes look like a loss of internet connectivity, but has nothing to do with the service provided by the ISP / BTw.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Frequent loss of connection - homeworking not possible with plusnet service
27-05-2018 11:21 AM
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Moderator's note by Dick (Strat): Topic moved from Broadband to Fibre Board.
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Re: Frequent loss of connection - homeworking not possible with plusnet service
27-05-2018 1:17 PM
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The sync speed suggests a 40/10 service, with plenty of signal space so there ought not to be ‘drop outs’ here.
@Townman downstream looks fine, I agree , but is there a problem with the upstream ?
With a max downstream estimated by the router at 52Mb , all things being equal, would you not have expected MUCH closer to a 10Mb upstream ?
@paulchurch02 what are the estimates for your line from the BT checker ?
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Frequent loss of connection - homeworking not possible with plusnet service
27-05-2018 4:34 PM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Frequent loss of connection - homeworking not possible with plusnet service
27-05-2018 10:16 PM
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Line checker - download 30.51; upload 4.56; ping latency 29.63. I am using Android phone and Windows PC. When connection drops I get wi-fi, no internet on phone and on PC (with Windows). Direct access to router via wi-fi.
Re: Frequent loss of connection - homeworking not possible with plusnet service
27-05-2018 10:19 PM
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Will do so - thanks
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