Repeated drop outs since install.
- 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
- :
- Repeated drop outs since install.
Repeated drop outs since install.
03-09-2019 9:10 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
We were installed approx 2 months ago, we are getting between 10 and 20 router reboots per day. Openreach have been out and cleared as no fault found. All internal wiring from the outside to the master socket are brand new with no conditions showing. Router is running with no Ethernet ports in use, and router has been replaced a week ago. No resolution.
Any ideas please, before I escalate? Thank you!
Re: Repeated drop outs since install.
04-09-2019 11:34 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hey @ianpearman,
I'm really sorry to see that your fault has not been rectified just yet and I apologise for the frustration caused.
After looking over the account I'm inclined to ask you if you know of anything that may be interfering with the line e.g. street lights, heating turning on, electrical devices that are close by that has a regular pattern to how it works such as a recording device for your TV. I ask as the graph below shows regular patterned drop outs and may be a sign of REIN:
I am aware you have had the socket changed, and although its unlikely the cause of the issues please can you plug your connection into the test socket and monitor from there. How to locate the test socket and set your connection into it can be found here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
Thanks.
Re: Repeated drop outs since install.
04-09-2019 1:20 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
This is not WiFi interference, this is physical connection dropping, ie blue light, to orange light and back to blue. I believe it has rebooted at least 6 times today. The router is currently in the test socket.
Thanks
Ian
Re: Repeated drop outs since install.
04-09-2019 5:34 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi there @ianpearman
Thanks for confirming. We can see your connection is still being intermittent, even following connecting via the test socket.
With this in mind, we'll need you to raise a fault here.
It will go through a little further troubleshooting steps, likely things you've already tried, and then it will be escalated to our faults team for further investigation.
When you've done so, can you also let us know here on the forums and we'll get the report picked up and take things from there.
Re: Repeated drop outs since install.
04-09-2019 6:52 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks,
Ian.
Re: Repeated drop outs since install.
05-09-2019 12:40 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for getting back to us @ianperman
The £65 engineer charge only applies if the engineer finds the problem is with your internal wiring, your equipment, the condition of Openreach equipment within your property and it’s boundary, or if no fault is found
We have to advise all customers of this charge when raising faults regardless of the circumstance. With how often your connection is dropping I'd be very surprised if the engineer doesn't find a fault.
Re: Repeated drop outs since install.
05-09-2019 8:32 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Repeated drop outs since install.
06-09-2019 11:49 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@ianpearman - this is a standard engineer charge which is provided by openreach and levied if they deem it valid.
There charge for us as an ISP is more like £130 and we pass across this percentage if any of the above rings true.
Thanks,
MoR
Re: Repeated drop outs since install.
06-09-2019 12:19 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Please pass this over to the faults team.
Kind regards
Ian
Re: Repeated drop outs since install.
06-09-2019 4:16 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sorry to your you think it's a poor process - i'll pass the feedback along accordingly. As I mentioned above, its an OR process rather than an internal one, so I am not sure if I will get any reply, but I'll make sure it's heard by the powers that be.
If you wish this to be raised to the faults team then please use the link provided above and we will address this accordingly.
Kind Regards,
MoR
- 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
- :
- Repeated drop outs since install.