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Help!

NewtonGauss
Grafter
Posts: 30
Registered: 30-07-2007

Help!

Yesterday my fibre broadband download speed was around 18Mbps. Today it is under 2Mbps. Can some kind Plusnet person have a quick look?
AlexB
7 REPLIES
NewtonGauss
Grafter
Posts: 30
Registered: 30-07-2007

Re: Help!

Now I'm really having trouble! Our phone line is now totally dead and, although I have internet access, when I try to access the Plusnet portal to raise a ticket I get the error message "The page you are trying to view cannot be shown because the authenticity of the received data could not be verified."
Can someone in Plusnet please handle this ASAP?
Thank you!
AlexB
Moderator
Moderator
Posts: 17,539
Thanks: 1,084
Fixes: 127
Registered: 11-01-2008

Re: Help!

is plusnet your phone provider too?
Will Moderate For Thanks
NewtonGauss
Grafter
Posts: 30
Registered: 30-07-2007

Re: Help!

Yes and, from my laptop, I've been able to access the Plusnet line checker and a fault external to our house has been confirmed.
Hopefully the fault will be fixed quickly. I wonder if the sudden drop in fibre broadband speed is also explained by this fault.
AlexB
Moderator
Moderator
Posts: 17,539
Thanks: 1,084
Fixes: 127
Registered: 11-01-2008

Re: Help!

i would say there's a strong possibility that it has.
Will Moderate For Thanks
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Help!

Very likely that the phone fault is impacting the broadband.
I can see the estimated fix date is tomorrow for the phone issue.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
NewtonGauss
Grafter
Posts: 30
Registered: 30-07-2007

Re: Help!

Hi Chris,
Our phone line was OK this morning. I hope this indicates a speedy BT response rather than the presence of an intermittent fault!
Fibre broadband speed has also recovered somewhat -- now around 11 Mbps.
AlexB
NewtonGauss
Grafter
Posts: 30
Registered: 30-07-2007

Re: Help!

An OpenReach Engineer arrived this morning. Although our phone and broadband connection appeared to be working OK, he detected a fault and spent over an hour diagnosing the problems which included water penetration in our street.
I think everything is now back to normal, although I guess it will take a few days for fibre broadband speeds to climb back up to their previous level.
My thanks to all the Plusnet staff who handled our problem in a speedy manner.
AlexB