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More Random Drop Outs

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thesowdens
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Posts: 8
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Registered: ‎08-06-2019

More Random Drop Outs

For a few months now, I have been getting random signal issues on both wireless and wired connections. The internet connection will either drop completely or the speed will drop to next to nothing.

 

For example, I was thrown out of the online game I was playing four times in three hours. Three of these occasions my connection was maintained to the internet but the speed had dropped to Kbps, whereas on the fourth it dropped completely.

 

Can someone from Plusnet help with this, as I have exhausted all the usual troubleshooting avenues? Be great if someone could test the line.

14 REPLIES 14
Plusnet Help Team
Plusnet Help Team
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Registered: ‎25-03-2015

Re: More Random Drop Outs

Hi @thesowdens,

 

If you've already been through our troubleshooting guides, please could you report the issue over at https://faults.plus.net

 

If you could drop us a message once you've done this, we'll be able to get that picked up and ensure it's progressing with our suppliers for you.

 

Thanks.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
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thesowdens
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Posts: 8
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Registered: ‎08-06-2019

Re: More Random Drop Outs

I've just tried. Customer Services shuts at 22:00 and Broadband Troubleshooter is down for Maintenance.

Bang goes my evening online. I think my phone line might be solar powered as it always seems worse after dark ha ha.

thesowdens
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Registered: ‎08-06-2019

Re: More Random Drop Outs

Update - got through to the Support Team and they have started a fault ticket #190997262. High resistance on the line apparently. Line is plugged into the test socket and it is being monitored for 72 hours.

Plusnet Help Team
Plusnet Help Team
Posts: 1,290
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Registered: ‎26-03-2018

Re: More Random Drop Outs

Hi @thesowdens 

 

I've updated the same ticket with how we need to proceed with this. 

 

Could you give it a read and then reply with the information requested? 

 

Give us a yell on here once you have done this so that we can pick the issue up asap. 

 

Kind Regards, 

MoR

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 MoR
 Plusnet Help Team
thesowdens
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Registered: ‎08-06-2019

Re: More Random Drop Outs

I've updated the ticket with the time slots I would like.

Cheers.

 

Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: More Random Drop Outs

Thanks for getting back to us.

Sorry about this, I appreciate this should've been asked in the previous ticket reply however we'll need you to accept additional information first before we're able to go ahead with the engineer booking. I've added another reply to your ticket.

If you can nudge us over here once you've added a reply we'll pick this back up as soon as we can.

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 Anoush Mortazavi
 Plusnet Help Team
thesowdens
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Registered: ‎08-06-2019

Re: More Random Drop Outs

I have replied to the ticket thread, however the additional statement I am being asked to accept is blank. I cannot accept anything?
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: More Random Drop Outs

I've added a reply to your support ticket now Smiley

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 Anoush Mortazavi
 Plusnet Help Team
thesowdens
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Registered: ‎08-06-2019

Re: More Random Drop Outs

I’ve replied again. Sorry, I misread your previous email. I replied and accepted the statement. Thanks.
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: More Random Drop Outs

Fix

No problem. I've booked the engineer visit for Wednesday 12-06-2019 between 1pm and 6pm.

Let us know how it goes.

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 Anoush Mortazavi
 Plusnet Help Team
thesowdens
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Registered: ‎08-06-2019

Re: More Random Drop Outs

That’s brilliant, cheers. I will let you know. Thanks for your help.
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: More Random Drop Outs

Cool. Fingers crossed it goes well!

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 Anoush Mortazavi
 Plusnet Help Team
thesowdens
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Registered: ‎08-06-2019

Re: More Random Drop Outs

The Openreach engineer has visited and has replaced the cable from the telephone pole to the house, including all the way to the master socket! Apparently one of the connections at the pole had almost snapped off and the cable from the junction box to the master socket was very old.

Everything is back up and running now - hoping that the connection problems are now a thing of the past!

Thank you for your help with this. The service and response times have both been excellent.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎06-08-2018

Re: More Random Drop Outs

Hi @thesowdens

 

Thanks for letting us know and Im happy to hear everything is back to normal for you!

If you have any concerns or questions please don't hesitate to get in touch.

 

 

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 Warwick
 Plusnet Help Team