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Internet dropped.

FIXED
Nick001
Grafter
Posts: 44
Thanks: 15
Registered: ‎03-02-2019

Internet dropped.

Hello.
About 2 hours ago. I was just randomly browsing the web when my internet dropped out suddenly. Has not come back since. Ive tried different routers.

It connects to the dsl but then not the broadband. Rebooted a few times also and nothing has worked. Im on a wired connection also.
Can this be looked into please. As i rely on my internet pretty heavily. Thanks.
8 REPLIES 8
HarryB
Plusnet Help Team
Plusnet Help Team
Posts: 5,199
Thanks: 1,466
Fixes: 256
Registered: ‎25-03-2015

Re: Internet dropped.

Hi @Nick001, sorry to hear you're experiencing connection issues.

 

Testing is flagging up a potential external issue and advises that an appointment isn't required at this time (Although this could change, but we'll let you know if it does)

 

I've raised this with our suppliers for further investigation and our faults team will keep you updated via the ticket on your account Here.

 

Apologies for any inconvenience this is causing. Thanks for your patience.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet
Nick001
Grafter
Posts: 44
Thanks: 15
Registered: ‎03-02-2019

Re: Internet dropped.

Thank you. Is there any approximate timescale for this to be resolved?
RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Internet dropped.

 

Hi @Nick001

 

There's no specific timescale on the fault ticket at present, however, our suppliers have locked down our ability to cancel or change the fault, which usually means the work is imminent.

 

I'll take a look at this on Monday for you and see if further information/progress has been updated.

 

Best wishes

 

Dave

Nick001
Grafter
Posts: 44
Thanks: 15
Registered: ‎03-02-2019

Re: Internet dropped.

I know its saturday but is there any update you can offer me? Thanks.
OskarPapa
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 65
Registered: ‎09-10-2018

Re: Internet dropped.

Hi @Nick001, thanks for your post.

 

The only update we've had so far is that BTWholesale haven't detected a fault and are continuing with further diagnostics.

 

I'm sorry I'm not able to give you any further updates at all.

RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Internet dropped.

Fix

 

Hi @Nick001

 

Thanks for bearing with us whilst our suppliers resolved this for you.

 

I can see that my colleague has updated your fault ticket here, however, in case you haven't had the opportunity to review this, I can confirm that the engineering work took place over the weekend and your connection is now stable with the appropriate speeds.

 

Please let us know if there's anything else you need.

 

Best wishes

 

Dave

Nick001
Grafter
Posts: 44
Thanks: 15
Registered: ‎03-02-2019

Re: Internet dropped.

Thank you so much for the prompt fix
It was fixed within 27 hours.
RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Internet dropped.

 

You're more than welcome, Nick.

 

If there's anything else you need, just drop us a line.

 

Take care

 

Dave