Loss of connection
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Loss of connection
14-12-2016 10:16 AM
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I've being experiencing a lot of internet disconnects and have raised a ticket 139907496. This has happened on 3 separate routers (BIllion , Tecnicolor & Tp-Link) so it doesn't seem like a hardware fault. How long does it take to have someone pick this up as theres been no update on my ticket since I raised it on Monday morning.
Re: Loss of connection
14-12-2016 10:22 AM
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Someone should be along soon and provide an update, the Plusnet people here are good at what they do.
Re: Loss of connection
14-12-2016 11:10 AM
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For Plusnet's official statistics for average time to fix look at http://portal.plus.net/supportpages.html?a=212
When a customer raises a query by phone or through the Help Assistant, we raise a 'Question' (also known as a Ticket) on their account. We aim to close all Questions within 24 hours.
Average closure time Target closure time 16 hours, 20 minutes and 34 seconds 24 hours Last updated: December 12, 2016, 4:53 pm
These question handling stats relate to questions directed at our front-line support team. More complex issues, fault investigations and issues that require the help of other departments within the business may take longer to turnaround.Connection faults
When a customer reports a physical fault on their broadband connection, e.g. intermittent sync, we work with third parties such as the network supplier to fix the problem. Connection faults can therefore take up to 7 working days to clear.
Average closure time Target closure time 13 days, 7 hours, 5 minutes and 1 second 7 working days Last updated: December 12, 2016, 4:53 pm
Re: Loss of connection
14-12-2016 12:43 PM
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Hi there,
Sorry that you've been having problems with your connection.
I've taken a look at the disconnection logs (see below) and the bulk of them seem to start at the same time each day, around 6am.
Because of the regular start time, this may suggest that something local is causing interference. Does anything happen at that time every day in the house, local area etc? Heating, security light, roadworks?
Re: Loss of connection
14-12-2016 2:02 PM - edited 14-12-2016 6:43 PM
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I have a Freesat box that does an online update at 6.00 am so maybe that's it. I've disabled the update so we'll see what happens next.
Re: Loss of connection
15-12-2016 9:00 AM
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There was no drop this morning, however there wasn't on Tuesday either so I think we should keep an eye on this for another couple of days to see what happens.
Re: Loss of connection
15-12-2016 9:04 AM
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