New internet dropping out
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: New internet dropping out
New internet dropping out
01-06-2021 2:30 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I am a new customer and I know the first 2 weeks are a "training time" for my connection but it is a bit erratic. Every morning arount 11 (ish) it disconnects but when it starts up again the speed has more than halved and some equipment wont connect to the WiFi until I reboot. I'm talking here about Pixel phones and a laptop. Both see it as "No Internet" until I reboot the router then normal service is restored.
Is this a normal part of the training? I ask as I will be away for the next few days so will be unable to sort things and I have cameras etc attached which I would need to be running
Re: New internet dropping out
01-06-2021 5:57 PM - edited 01-06-2021 5:58 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @Nev123 Thank you for reaching out, and welcome to our Community Forum.
I'm sorry to hear about the issues that you're having with your service, the daily drop outs are also apparent on our end.
Saying that, I've run some tests on your line and can see no issues with the BT Network. This indicates that there may be an issue with the internal wiring within the property which may be causing the problems. Please connect your router directly into the master socket and leave it in there for three days, do not use any extension wiring at all.
If you can as well, you can try to take off the face plate on your master socket and connect your router directly into the test socket which lies behind it. Let us know how you get on once you've managed to do this, and we'll take it from there. As there are no faults appearing on the line, if a fault is raised with Openreach, it is likely that an engineer appointment will be required.
In this case, we'd like to make sure that there are no internal faults, as if the fault is found to be internal, a £65.00 call out charge will be applied onto the account.
Re: New internet dropping out
01-06-2021 6:02 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Is this a Plusnet Hub One?
Would you know if the devices exhibiting the problems are connecting on 5GHz or 2.4GHz?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: New internet dropping out
01-06-2021 6:51 PM - edited 01-06-2021 6:58 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Adam945
I will try that but unfortunately I'm away for a few days so it will be the weekend before I'll get the chance. At the minute the router is plugged directly into the micro filter supplied by Openreach, no extensions. Must say I was surprised to see the Micro Filter appearing again. He did replace the face plate
Townman
Yes its the hub one. It will still be blue when it disconnects. Some items will be connected on both 2.4 and 5, cameras etc on 2.4 and Google Minis on 5 but phones and laptops won't connect. When I finally get connected, either wirelessly or wired, the speed will be less than half what it should be.
Re: New internet dropping out
01-06-2021 7:05 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you for your response. As the line is clearly cutting out on a daily basis, we'd be more than happy to have this raised to Openreach. We just try to do everything ewe can to ensure that the fault is external prior to doing so, in order to avoid the possibility of the £65.00 call out charge being applied.
If you'd like to go ahead with the fault, head over to faults.plus.net and raise it with our Technical Support Team, who'll get back in touch with you.
Re: New internet dropping out
01-06-2021 7:21 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: New internet dropping out
01-06-2021 7:27 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
No problem at all, feel free to reach out if you have any further queries
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: New internet dropping out