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Regular disconnects help

Matt43
Newbie
Posts: 4
Thanks: 1
Registered: ‎03-09-2021

Regular disconnects help

For a while I've been experiencing regular internet drop outs. I've had a few days where the internet will constantly drop out for a minute or two. Sometimes it drops out every few minutes, sometimes it might be okay for an hour or longer before losing connection again. Last week was relatively fine. But it's been happening a lot again today. It affects both wi-fi as well as wired connections.


Any ideas what it might be?
3 REPLIES 3
LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 508
Fixes: 131
Registered: ‎07-12-2017

Re: Regular disconnects help

Hiya @Matt43, I am sorry for the issues with your service and can certainly see there are some drops happening.

 

I have tested the line and this is detecting a potential fault so we will likely need to look at sending an engineer. I would first advise however, to have a run through our troubleshooting here: https://www.plus.net/help/broadband/connection-troubleshooting/ and connect to the test socket for the time being as shown here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242 to rule out the cause of this being internal.

Should this not the resolve the issue, please log a fault for further investigation here: https://faults.plus.net

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
Matt43
Newbie
Posts: 4
Thanks: 1
Registered: ‎03-09-2021

Re: Regular disconnects help

Hi, I've gone through all the steps you provided including using the test socket, and using a different router and filter. Unfortunately the issue has persisted.

I've also logged a fault with the link you provided.
LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 508
Fixes: 131
Registered: ‎07-12-2017

Re: Regular disconnects help

Thanks for getting back to me @Matt43, I am sorry the steps did not help.

 

I'm unable to see a fault was logged but have now raised this manually for you and created a ticket here: https://www.plus.net/wizard/?p=view_question&id=218256058

 

Just reply on this ticket with the requested information and we can get that progressed for you.

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