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Router problem and poor response to a ticket raised

jimcon1972
Hooked
Posts: 5
Registered: 22-11-2017

Router problem and poor response to a ticket raised

Hi, I've raised a ticket on the 15th November and have yet to receive a resolution. My router (plusnet supplied) is constantly dropping connection and not allowing connection by additional devices. I've had to restart the thing numerous times.

 

 

Please send me a new router.

8 REPLIES
craigcox1989
Newbie
Posts: 2
Registered: 22-11-2017

Re: Router problem and poor response to a ticket raised

I'd be interested to know what they reply with. I have the same issue with my connection.
jimcon1972
Hooked
Posts: 5
Registered: 22-11-2017

Re: Router problem and poor response to a ticket raised

Question #162131233 is the reference. Raised on 15/11/2017.

It's now 23/11/2017 and I continue to experience issues with this router.


I'd like a response please.
jimcon1972
Hooked
Posts: 5
Registered: 22-11-2017

Re: Router problem and poor response to a ticket raised

So here we are at 24th November and still nothing from plusnet.

I'll give you a little bit more and then I'll commence cancellation with you.
Plusnet Help Team
Plusnet Help Team
Posts: 4,829
Thanks: 1,060
Fixes: 235
Registered: 21-04-2017

Re: Router problem and poor response to a ticket raised

Thanks for contacting us via Twitter. I'm sorry to hear you're experiencing connection problems.

Apologies that your ticket wasn't picked up in a timely fashion.

 

Testing your line isn't finding any issues and the connection from the router to the exchange is stable:

 

It sounds like your devices are connecting wirelessly to the router?

If that's the case, can you run through the steps in the troubleshooting guide below?

https://community.plus.net/t5/Plusnet-Blogs/How-to-boost-your-wi-fi/ba-p/1450193

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
jamesgrp
Newbie
Posts: 2
Thanks: 1
Registered: 24-11-2017

Re: Router problem and poor response to a ticket raised

Had the same issue for the last 9 months, and unfortunately its not down to the edge router, the line PN's end is causing the DC's - Had enough. Good luck getting sorted out!

jimcon1972
Hooked
Posts: 5
Registered: 22-11-2017

Re: Router problem and poor response to a ticket raised

I've tried working through the process but it's not made any difference. I'm losing connection to the internet across multiple devices using different frequencies.

The simple aspect of this is that the router worked perfectly for some time and now it doesn't.

I'm also a tad angry that the advice in your suggested solution is for me to buy hardware. I'm sorry but I've already bought hardware from you and it's not working!

Please fix this.
jimcon1972
Hooked
Posts: 5
Registered: 22-11-2017

Re: Router problem and poor response to a ticket raised

I am STILL having the same problems with YOUR kit.

 

 

please send me a replacement!

Plusnet Help Team
Plusnet Help Team
Posts: 136
Thanks: 45
Fixes: 4
Registered: 07-12-2017

Re: Router problem and poor response to a ticket raised

Hi @jimcon1972

 

Please see TICKET: 164949720 for the action I have taken.

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