Internet dropping, no issues found.
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Internet dropping, no issues found.
30-07-2019 9:59 PM
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Re: Internet dropping, no issues found.
31-07-2019 9:59 AM
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Hi there,
Sorry to hear about this. Apologies if this has been covered with you already but have you been able to try out a wired connection to the router to see if the same issue happens?
I just wanted to ask that next as what you've described does sound exactly like an issue with WiFi rather than specifically relating to the broadband connection.
Re: Internet dropping, no issues found.
31-07-2019 10:10 AM
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Yes with a wired connection I get up to the expected 70mbps, I understand that this won't be the case with WiFi, however I don't expect the wifi to only get up to 5-8mbps in areas of the house when this was not an issue before.
The wired connection also drops and the router starts flashing orange. I reported this to plusnet and a BT engineer came out and advised there is no issue.
Is it possible to have a replacement router sent as it looks like this could be the issue?
Re: Internet dropping, no issues found.
31-07-2019 12:21 PM
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Hi @john34,
I'm sorry to hear that you're experiencing these issues. Just before we do proceed any further at this point, please could you confirm if you're still experiencing issues whilst your router is plugged into the test socket in the property? For reference, we have a guide on how to set the router up within the test socket here.
Re: Internet dropping, no issues found.
31-07-2019 12:31 PM
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So yes it doesn't matter, and it's getting a little frustrating.
Re: Internet dropping, no issues found.
31-07-2019 1:38 PM
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Hi @john34,
Thank you for confirming that this issue persists when the router is connected to the test socket. I'm sorry that the engineer wasn't able to determine the cause of this during their visit and for the inconvenience that this issue is causing you.
As the engineer wasn't able to determine the cause of this problem during this visit, I believe that the best next step would be to try you with a new router. If the new router doesn't resolve the problem, we can then arrange another engineer visit and ask that this is investigated further.
You're within contract, so there's no charge for the new router and I've waived the £6.99 p&p due to the connection issue. It'll be with you within 3- 5 working days. Please get back in touch via the community forum if you continue to experience any connection problems once the new router is in place.
Re: Internet dropping, no issues found.
31-07-2019 1:42 PM
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I'll be sure to let you know how it goes.
Re: Internet dropping, no issues found.
31-07-2019 1:44 PM
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Thank you @john34,
Please don't hesitate to get back in touch if there's anything else that you'd like to discuss in the meantime.
Re: Internet dropping, no issues found.
04-08-2019 2:07 PM
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Does plusnet limit the amount of internet?
Re: Internet dropping, no issues found.
05-08-2019 10:15 AM
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Re: Internet dropping, no issues found.
05-08-2019 1:51 PM
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However, the internet has dropped again!!! The router is currently flashing orange.
There is obviously an issue with plusnet as BT confirmed no issue. You are currently in breach of your contract as you cannot fix the problem and my internet is still dropping.
How do I go around cancelling my co tract on the basis that I am not getting the service I am paying for?
Re: Internet dropping, no issues found.
05-08-2019 3:53 PM
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Thanks for getting back to us @john34
I'm sorry to hear that your connection is dropping.
We've tested your line and it's showing an issue that would need another engineer visit.
Can you respond to the open ticket we've just updated so we can get that progressed for you?
Re: Internet dropping, no issues found.
05-08-2019 4:08 PM
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You already sent one last week!
Re: Internet dropping, no issues found.
05-08-2019 5:16 PM
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Hi @john34
I appreciate that this is frustrating, but having retested your line, I agree with Matt that a further engineer would unfortunately be required in order to get this resolved.
Please let us know if you provide your availability on your fault ticket and we'll get that booked in for you as a priority.
Best wishes
Dave
Re: Internet dropping, no issues found.
05-08-2019 5:35 PM
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