Never ending internet problem rant
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- Re: Never ending internet problem rant
Never ending internet problem rant
13-03-2018 9:29 AM
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We moved house end of summer last year and before hand Plusnet where the bees knees, no problem and amazing customer service. However...
Since we have moved we are having constant problem with out fibre broadband, we have to restart the hub at least 3-4 times a day (both wifi and ether).The thing that makes this worse has been the customer service-
1.We have had multiple conversations with different people trying the exact same solutions, even though you explain this has not worked before.
2.Been referred to the faults team at least 3 times maybe more.
3.Had an engineer not turn up on an arranged day(after waiting in all day), to be told the next day the appointment had been cancelled.
4.Finally an engineer came out, told problem was fixed, but is not.
5.My last conversation with plusnet was just after the engineer had been and they called me when I was driving. I explained that the problem was still occuring but that I could not speak more as I was driving. The plusnet customer support member told me that they would email me some response. The email discarded my complaint that the problem had not been fixed and I quote
I can see that it is stable and the speed is operating within expected limits for the length of your line. I therefore conclude that this matter is resolved.
and that if there was any more problems the fault ticket would sat active for 14 days and to contact them.
Sorry for rant the internet connection has just gone down again and I just wanted to vent!!!
Re: Never ending internet problem rant
13-03-2018 10:22 AM
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Hi @stuffys
Thanks for getting in touch - sorry to hear that this is dragging on.
I've asked one of my colleagues to take ownership of this issue and contact you regarding this today.
Let me know how you get on.
Best Wishes,
Dave
Re: Never ending internet problem rant
26-05-2018 9:58 AM
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Wee update, home renovations ment I missed plusnet repair window (my fault). Problem still happening so got in touch with plusnet cs, told they would get back in touch... week later I had to get in touch with them. They had no record of the promise of getting back in touch, lucky I had the transcript, so cut and paste. Give the next plusnet cs credit he arranged an engineer for that next day (today). Open reach engineer has just left and there is nothing they can find wrong at there end as the signal is strong, no errors being recorded. He believes as my Hub keeps is keeping its blue light when my internet has died and by reseting the hub (solves my connection for an hour), that plusnet are seeing the connection dropout due to the resetting and nothing to do with my line.
On second hub, done microfilter only, isolated frequency...
Engineer will sent his report to plusnet and explain problem is at there end and I should wait until they get the report to contact them.
My question to anybody is what else can it be?
Will update after speaking to plusnet after report.
ps home renovations nearly finished, might even get a kitchen sink by next Tuesday!
Re: Never ending internet problem rant
26-05-2018 12:19 PM
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Do you get this problem when the router is connected to a computer with an Ethernet cable?
Moderator and Customer
If this helped - select the Thumb
If it fixed it, help others - select 'This Fixed My Problem'
Re: Never ending internet problem rant
26-05-2018 1:09 PM
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Hi Baldrick1
Happens with both wifi and ethernet cable.
Re: Never ending internet problem rant
28-05-2018 10:12 AM
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My guess is that you are a reasonable distance from the exchange (ADSL) or green box (fibre)..
I had quite a battle getting a relatives ADSL/Fibre working (they went to fibre due to line length limited poor ADSL performance).
What sorted it was connecting directly to the master socket and fitting a filtered faceplate to that master socket.
Something like "Solwise ADSL-VDSLFACE-SOL VDSL2 Filtered Splitter SIN498 and SIN346 Compliant Faceplate" at Amazon but to suit your physical socket.
Re: Never ending internet problem rant
30-05-2018 1:46 PM
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Sorry to hear you're still having issues.
Just to confirm when you lose connection does the light on the router change at all?
If it doesn't can you carry out a traceroute when it next happens?
If you don't know how to do this you can find out by going here.
Re: Never ending internet problem rant
31-05-2018 12:25 AM
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Hi Matthew
Thanks for getting in touch.
The light does not change, it continues to stay blue.
I will do a traceroute next time it happens, annoyingly It just happened and I reset the hub before I saw your message.
Mike
Re: Never ending internet problem rant
31-05-2018 2:10 AM - edited 31-05-2018 2:13 AM
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Hi Matthew
I have taken screen shots of traceroute both with no internet and post reset of the hub.
Is this of any help?
Re: Never ending internet problem rant
31-05-2018 8:56 AM
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Morning
Just been on plusnet chat and asked to do a traceroute on www.bbc.co.uk, result was
64 hops max, 72 byte packets
High number of hops is something they are referring to the faults team. Will update asap with anymore news.
Re: Never ending internet problem rant
31-05-2018 9:11 AM
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ps
just done speed checker, this is frustrating..if only I got this all he time.
Date/Time | Avg Down | Avg Up | Provider | |
---|---|---|---|---|
31-05-2018 08:08:10 (GMT) | 64.4 Mbps | 13.6 Mbps | Plusnet |
Re: Never ending internet problem rant
31-05-2018 9:58 AM
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Re: Never ending internet problem rant
31-05-2018 2:21 PM
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Hi Matthew.
Brain dead from house building work but think yep to rebooting hub at the dropouts.
Re: Never ending internet problem rant
31-05-2018 3:51 PM
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