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Internet problems

FIXED
RA27
Hooked
Posts: 7
Fixes: 1
Registered: 3 weeks ago

Internet problems

Hello,

 

Over the last week or so, my internet speed has gone from 48 - 50 + to less than 10.

 

Also, I can't make (or recieve calls). Is there a problem in my area ? I need these issues

 

fixing as soon as possible. Being without my phone is really inconvenient !

 

I am in Milton Keynes, MK147BH

14 REPLIES 14
Thrall
Pro
Posts: 414
Thanks: 73
Fixes: 12
Registered: ‎28-09-2020

Re: Internet problems

@RA27 Run through the checks here https://www.plus.net/help/phone/ which will give you an option to run a line test. 

If the test detects an external fault it’ll automatically raise it with Openreach to send an engineer. 

RA27
Hooked
Posts: 7
Fixes: 1
Registered: 3 weeks ago

Re: Internet problems

Hello,

I tried all the checks, got the line tested, but it's still the same !

I even tried a different house phone, (which did not help either).

I was thinking of getting an engineer to call, but I don't want to

be charged 65 - 70 quid for the privelege.

Mustrum
Community Veteran
Posts: 2,393
Thanks: 525
Fixes: 53
Registered: ‎13-08-2015

Re: Internet problems

If you have tried the phone from the test socket and it still the same you should not get charged.

 

Once your phone line is sorted, your broadband should improve.

Doing nothing is not an option, it will not get better by itself..

RA27
Hooked
Posts: 7
Fixes: 1
Registered: 3 weeks ago

Re: Internet problems

Fix

I have had an 0845 number trying to get through on 10 or 12 occassions.

They simply can't get through, or leave a message. Yet on the line test, there

is supposedly no problem showing ! How can this be ? (It defies logic).

Checked my line speed this morning : 7 is all I got, when I usually get 48 - 50.

Also, my line is going down 6 to 8 times a day now, (into the orange for

several minutes) then back to blue again.

I did try the test socket with both phones, but there was no change whatsoever.

I would like to thank both people for their replies. Much appreciated. Thank you

Mustrum
Community Veteran
Posts: 2,393
Thanks: 525
Fixes: 53
Registered: ‎13-08-2015

Re: Internet problems

Why an 0845 number, it should be 0800 432 0200.

You can also use faults.plus.net

Automated testers are not perfect, and will not detect all faults. But are you sure it did not generate a ticket?

RA27
Hooked
Posts: 7
Fixes: 1
Registered: 3 weeks ago

Re: Internet problems

According to broadband speed checker UK, my location is in Watford !

While the server is Maidenhead 7 GB, (speed being 6.7).

I am not using a VPN, and this don't make any sense to me.

Have you got any ideas ? (All checks have been done)

 

Thrall
Pro
Posts: 414
Thanks: 73
Fixes: 12
Registered: ‎28-09-2020

Re: Internet problems

That’d depend on where the geolocation data that the website uses believes the IP to originate from. Shouldn’t affect your performance in any way 

Have you raised a fault ticket?

RA27
Hooked
Posts: 7
Fixes: 1
Registered: 3 weeks ago

Re: Internet problems

How do I raise a fault ticket ?

Harris53
Newbie
Posts: 3
Registered: ‎03-12-2020

Re: Internet problems

I've been with Plusnet since end December 2020, however only just noticed I cannot access some of the websites which were no problem with BT. Troubleshooting tells me that the sites are online but "will not respond to connections on port 443".

Any idea why this is happening?

Thanks, Chris.

Thrall
Pro
Posts: 414
Thanks: 73
Fixes: 12
Registered: ‎28-09-2020

Re: Internet problems


@RA27 wrote:

How do I raise a fault ticket ?


Faults.plus.net

RA27
Hooked
Posts: 7
Fixes: 1
Registered: 3 weeks ago

Re: Internet problems

Harris53,

That happened to me on two occassions. I was late paying my bill ! 😱

When you payments are late, they restrict your access to certain sites

RA27
Hooked
Posts: 7
Fixes: 1
Registered: 3 weeks ago

Re: Internet problems

Thanks Thrall. I will try that

Harris53
Newbie
Posts: 3
Registered: ‎03-12-2020

Re: Internet problems

Thanks RA27,

But I think its something more technical that that.  The website I want to visit is instant, if I turn off my wifi and just use the 4g on my phone (That is also Plusnet!), so there is something wrong with the WiFi. Let's see what the Plusnet bods come back with tomorrow.

Thrall
Pro
Posts: 414
Thanks: 73
Fixes: 12
Registered: ‎28-09-2020

Re: Internet problems

@Harris53 What’s the website address? Let’s see if someone can replicate the issue

Also is the broadband firewall switched on? Try turning it off if so in case that’s blocking the page 

Some instructions are here https://www.plus.net/help/broadband/about-plusnets-broadband-firewall/