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Network problems

Posts: 2
Registered: ‎13-09-2019

Network problems

I have just moved house and taken plusnet with me , broadband has just been activated this week. The router has the blue light but i keep getting messages on my other devices that a network error has occured and i am then unable to connect .

Plusnet Help Team
Plusnet Help Team
Posts: 1,967
Thanks: 342
Fixes: 111
Registered: ‎26-03-2018

Re: Network problems

Hi @mishygraff,


I'm sorry to hear that you've been experiencing intermittent connection problems since moving to your new property. I've tested your line but the test hasn't picked up the cause of this problem from here:


GEA Test Detail
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 40.0 Mbps
Upstream Speed 10.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 496.7
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-40M Downstream, Interleaving Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2019-09-12T14:45:00
Parameters MIN MAX AVG
Down Stream Line Rate 40.0 Mbps 40.0 Mbps 40.0 Mbps
Up Stream Line Rate 9.9 Mbps 9.9 Mbps 9.9 Mbps
Up Time 900.0 Sec 900.0 Sec 900.0 Sec
Retrains 0.0 0.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2019-09-13T13:15:46.382+01:00 2019-09-13T13:30:46.382+01:00
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0


So that we can determine the best next steps towards a resolution for you, please can you confirm whether this issue is solely affecting wireless connections or if wired connections are affected too?

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Posts: 2
Registered: ‎13-09-2019

Re: Network problems

Hello Emily , yes I’m not connecting with a wired network on my pc either , well only intermittently.
Plusnet Help Team
Plusnet Help Team
Posts: 1,640
Thanks: 275
Fixes: 57
Registered: ‎26-03-2018

Re: Network problems

Hi @mishygraff 


I take that to mean you are connecting via WiFi. 


WiFi is merely an optional alternate gateway to access the internet - a wired LAN (Ethernet) connection is always the primary connection method, and is the only one which can be guaranteed on both speed and stability.


There are a large number of potential reasons for slow speeds and sometimes these are difficult to track down.


It's likely the problem lies between your router and your devices which we don't have visibility of.


Unfortunately due to the way WiFi works there are a lot of environmental factors which can affect the wireless signal.


Have you tried changing the wireless channels? If not, then please follow the steps here .




If this post resolved your issue please click the 'This fixed my problem' button
 Plusnet Help Team