Intermittent disconnects
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Re: Intermittent disconnects
26-03-2019 11:45 AM
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Re: Intermittent disconnects
26-03-2019 11:52 AM
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Many thanks for that quick response. Hopefully things will get fixed tomorrow.
Re: Intermittent disconnects
26-03-2019 11:53 AM
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Welcome!
Let me know if there's anything else you need.
Take care
Dave
Re: Intermittent disconnects
27-03-2019 8:55 AM
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Openreach engineer has just been. Tested our line and found no faults. His diagnosis is that the problem lies with the router which, he thinks, ought to have been replaced some time ago.
Re: Intermittent disconnects
27-03-2019 10:59 AM
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Hi there, I'm surprised to see they've mentioned that as it appears you have the latest model of router that we provide.
I've just sent a reply to your open fault ticket suggesting how we can move things forward. Please feel free to let us know here once you've replied.
Re: Intermittent disconnects
27-03-2019 11:29 AM
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Not entirely happy. Have been told we're not entitled to a replacement router and have been offered the option of taking out a new contract instead and then just paying the postage costs of a new router. Not sure whether changing contract will have any other side effects but disappointed that Plusnet-supplied router is not seen as a PLusnet responsibility.
Engineer who visited today said he was surprised that our router was not replaced last year when we were hit by lightning which completely fried our master socket. He said there could have been damage to the router done then that wasn't immediately evident and that, in his experience, people who were hit by lightning got router replacements as well as repairs to their connection.
Your thoughts?
Re: Intermittent disconnects
27-03-2019 11:38 AM
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Hi there, starting a new contract would likely mean we can offer a new deal to so it's likely to lead to some discounts.
If the router had been working fine since the issue you mentioned up to now then that won't have caused an issue with it as that would have happened straight away. The hardware we supply has a 12 month warranty so it may have been outside of that at the time of the previous issue.
Re: Intermittent disconnects
27-03-2019 11:39 AM
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Meant to mention this in my previous post . . .
I note that the software in our router is dated 2017 but, reading posts elsewhere in this forum, I understand that there have been software updates since then. Could our problems be down to out of date software and, potentially fixable by a software update?
Re: Intermittent disconnects
27-03-2019 11:41 AM
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OK. I will enquire about what the new contract has to offer.
Re: Intermittent disconnects
27-03-2019 12:31 PM
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Re: Intermittent disconnects
27-03-2019 2:57 PM
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Fair dos. I should have (but didn't) make a note of when the intermittent disconnects starting happening. I'm fairly sure it was last year but initially they were so infrequent and short that I just put them down to random noise rather than a potential router fault. It was only recently that they became more disruptive and I realised we must have a fault. Will chalk that one up to experience.
I have asked your Support Team for full details of new contract cost and whether there would be any changes in the services we get but I am still waiting for a response.
Re: Intermittent disconnects
27-03-2019 3:26 PM
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Re: Intermittent disconnects
27-03-2019 3:49 PM
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Yes please, if that will speed things up. Though I'd prefer to have the details 'in writing', as it were, so I have a permanent record of what's being offered.
Re: Intermittent disconnects
27-03-2019 4:16 PM
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Re: Intermittent disconnects
27-03-2019 4:27 PM
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I've only had PlusNet for a month or so and this intermittent disconnect has happened every day since then. It never happened when my supplier was either BT or Sky. I too am at a loss.
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