cancel
Showing results for 
Search instead for 
Did you mean: 

Intermittent complete connection failure

Hooked
Posts: 7
Thanks: 2
Registered: ‎08-09-2018

Intermittent complete connection failure

Hello
I'm having trouble with my broadband connection, for the past three months or so it has occasionally randomly lost connection, usually late at night (around 12am). Usually, it comes back on it's own after an hour or so, however it has been around 6 hours now and I am completely unable to connect. The phone line works fine. I've restarted the modem and router several times and checked all connections. Would it be possible to check our line to make sure there aren't any issues? Many thanks!

2 REPLIES 2
Hooked
Posts: 7
Thanks: 2
Registered: ‎08-09-2018

Re: Intermittent complete connection failure

Little update, it seems leaving the router and modem unplugged for about 20 minutes and plugging them back in has solved the problem, however, since this has happend randomly in the past, there may still be an issue with the line?

Plusnet Help Team
Plusnet Help Team
Posts: 1,858
Thanks: 201
Fixes: 79
Registered: ‎06-08-2018

Re: Intermittent complete connection failure

Hi there @SolarEclipse_

 

I'm sorry to hear you're having connection issues and I apologise for the inconvenience caused. I’ve tested your circuit and I can see that the router is synchronising within our network.

Can you run through our troubleshooting guides here http://goo.gl/p2tpvL ?

If that doesn't help, the next thing would be to rule your internal wiring out by plugging the connection into your test socket (which is under the faceplate of your master socket) and seeing if the connection reappears.

This rules out your internal wiring, face plates and extension sockets as being the cause of issue.

How to locate the test socket and set your connection into it can be found here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

If the problem still persists, please can you raise a fault here https://goo.gl/T5OxaT and let us know once completed.  

 

Thank you.

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