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Phone not working & broadband dropping out

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Emma05
Newbie
Posts: 4
Registered: ‎13-04-2019

Phone not working & broadband dropping out

As title broadband keeps dropping out every few minutes & can get calls on my landline, only been with Plusnet for 2 days!!
8 REPLIES 8
Plusnet Help Team
Plusnet Help Team
Posts: 248
Thanks: 66
Fixes: 13
Registered: ‎25-09-2018

Re: Phone not working & broadband dropping out

Hi @Emma05,

 

I've  tested your line today and the results indicate a potential issue with the equipment connected to the phone line.

Our tests show a loop on the line, which is basically a short circuit. This could be a faulty piece of equipment or something breaking the circuit.

To rule out your equipment as the cause, we would like to see if the fault is still present with your equipment disconnected.

 

 Firsrtly, you need to find your master socket, this is often the first telephone point where the line enters your home. If you’re still unsure of what that looks like, we have a guide here - http://www.plus.net/support/broadband/master-socket-guide.shtml

When you've found it you need to make sure it’s working properly:

* Locate your master telephone socket, and unplug all other equipment from the line (ideally, please try this from the test socket (behind the removable front plate of the master socket)
* Now take the corded handset and plug directly into the master socket.
* Pick up your handset and see if you’re still having the same problem.

If you have done all the above checks and the issue is still evident then we can arrange to send an engineer to you.

 

If you're still having issues, I have raised a ticket on your account to progress things further. Please feel free to respond to the ticket with your availability and let us know here. We can then progress things from our side.

If this post resolved your issue please click the 'This fixed my problem' button
 Matt L
 Plusnet Help Team
Emma05
Newbie
Posts: 4
Registered: ‎13-04-2019

Broadband speed dropped

Evening, my broadband speed has dropped can someone check it out?
Shep41
Pro
Posts: 251
Thanks: 82
Fixes: 2
Registered: ‎31-05-2017

Re: Broadband speed dropped

Can you give us a little more information.
Emma05
Newbie
Posts: 4
Registered: ‎13-04-2019

Re: Broadband speed dropped

I'm getting 30 mbps or less & should be getting around 60 mbps
Moderator
Moderator
Posts: 20,504
Thanks: 2,693
Fixes: 529
Registered: ‎11-01-2008

Re: Broadband speed dropped


Moderators Note


Two topics merged.

Customer / Moderator
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If it fixed it click 'This fixed my problem'
Plusnet Help Team
Plusnet Help Team
Posts: 1,243
Thanks: 224
Fixes: 43
Registered: ‎26-03-2018

Re: Broadband speed dropped

Hi @Emma05 

 

I've tested your circuit this morning and can confirm that your router is syncing at a speed of 70.2Mbps. 

 

Are you noticing speed degradation over wired or wireless connections? 

 

Kind Regards, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
Emma05
Newbie
Posts: 4
Registered: ‎13-04-2019

Re: Broadband speed dropped

It's wireless but it's the same setup as when I was getting 60mbps+ when I started my contract
Plusnet Help Team
Plusnet Help Team
Posts: 12,470
Thanks: 3,829
Fixes: 621
Registered: ‎21-04-2017

Re: Broadband speed dropped

Fix

Thanks for getting back to us.

Can you give these steps a go: https://community.plus.net/t5/Plusnet-Blogs/How-to-boost-your-wi-fi/ba-p/1450193 letting us know how you get on? If you're still having issues would you be able to try a wired connection?

This would really narrow down where the issue may lie.

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