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Useless .. Connection drops at least 3 times per day

sleepyjones
Hooked
Posts: 8
Registered: 25-05-2018

Useless .. Connection drops at least 3 times per day

Can't really say any more, plusnet is useless.

Thought it was my Wifi so bought a cable and wired it across the whole house, still the same problem, connection drops at least 3 times a day.  
It''s been happening for months now, cannot wait to get rid of this piece of [-Censored-]

15 REPLIES
Plusnet Help Team
Plusnet Help Team
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Registered: 27-04-2007

Re: Useless .. Connection drops at least 3 times per day

Hi there, 


Sorry to see there's an issue. It's always a good idea to test over an ethernet connection at an early stage to simply identify whether we're looking at an issue with WiFi or more specific to the actual broadband connection. 

 

I've tested your line but we're not seeing any obvious issues so I'd try following the checks here next: https://goo.gl/hcHRDv

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
sleepyjones
Hooked
Posts: 8
Registered: 25-05-2018

Re: Useless .. Connection drops at least 3 times per day

Sometimes the connection just cuts out, sometimes I get the "Your broadband light is on" message.

Not sure how checking my phone is going to help, I don't even have a phone plugged into my line.

I know it's not a wifi issue 'cause I have it cabled now.

Also, a friend who lives down the road has the same issues.
They just installed Virgin Fibre in our area so I dunno if they've done something but it's a pain in the butt.

bmc
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Re: Useless .. Connection drops at least 3 times per day


@sleepyjones wrote:


Not sure how checking my phone is going to help, I don't even have a phone plugged into my line.


 

Your internet service is supplied over the phone line so if there's a problem with it then it can affect the internet service. Ruling out a phone line problem is always on the checklist of things to do (after using a wired connection).

 

Brian

sleepyjones
Hooked
Posts: 8
Registered: 25-05-2018

Re: Useless .. Connection drops at least 3 times per day

yeah, sorry, got it now.

I don't actually have a phone plugged in so it's not an issue with the phone

bmc
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Re: Useless .. Connection drops at least 3 times per day


@sleepyjones wrote:

yeah, sorry, got it now.

I don't actually have a phone plugged in so it's not an issue with the phone


 

No phone doesn't preclude the possibility of a line fault.

 

Brian

 

 

sleepyjones
Hooked
Posts: 8
Registered: 25-05-2018

Re: Useless .. Connection drops at least 3 times per day

They said they tested the line and it was fine (Plus, there's multiple posts from other users experiencing the same issue)

bmc
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Re: Useless .. Connection drops at least 3 times per day

And in general they would all be given the same advice.

 

Run a wired connection to confirm it's not a WiFi issue

Run phone line checks to confirm it's not a line issue - report fault if indicated

Run broadband checks - report fault if so indicated.

 

Brian

Baldrick1
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Re: Useless .. Connection drops at least 3 times per day

I think that the problem is that @adamwalker has provided a link to the phone help pages, not broadband.

@sleepyjones The purpose of you doing basic tests is to make sure that problems are external to your property. A wired phone costs about £6 from Argos and can be a useful fault finding tool. You could of course borrow one just to do a quiet line test.

The tests to do are:

1. With a wired phone dial 17070 and select Option 2. If the line is noisy report a phone fault. 

2. Take off the front section of your BT Master socket. In behind you will find the test socket. If you have one, plug a different filter in here, else use the one you have. Connect this to your router using the supplied cable and connect the router to your computer again using the supplied Ethernet cable, not one you have wired yourself. Leave the set up like this for long enough to see if there's any improvement. If it's the same then there can be no argument that it's a BT problem. 

I know it's a pain but these intermittent problems always are.

Plusnet Help Team
Plusnet Help Team
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Re: Useless .. Connection drops at least 3 times per day

Apologies for the incorrect link provided above,

It's certainly dropping as shown below.

Our tests are actually now showing a external issue so we'll get that raised for you and we'll update you when we know more.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
sleepyjones
Hooked
Posts: 8
Registered: 25-05-2018

Re: Useless .. Connection drops at least 3 times per day

Openreach guy came around yesterday, tested the line and said there was "Battery on the line", which apparently means something is touching it, so went away did his thing and a couple of hours later said it was fixed ... haven't noticed any issues yet.

Plusnet Help Team
Plusnet Help Team
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Re: Useless .. Connection drops at least 3 times per day

Glad to hear that he found a potential issue!

Seems to be better as shown below but I'd give it a few days just to confirm

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
sleepyjones
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Registered: 25-05-2018

Re: Useless .. Connection drops at least 3 times per day

Seemed to be working ok, but the past couple of days it seems to be worse than ever?

Can you check that wee chart diagram thing you check just to see if it's a wifi problem now?

Plusnet Help Team
Plusnet Help Team
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Registered: 01-01-2012

Re: Useless .. Connection drops at least 3 times per day

That's not showing on our end as shown below.

Are you connecting over a wired or wireless connection when these drops happen?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
sleepyjones
Hooked
Posts: 8
Registered: 25-05-2018

Re: Useless .. Connection drops at least 3 times per day

OK, thanks.
Thought it might be a wireless problem 'cause it wasn't showing the plusnet connection problem page, just saying There is no Internet.

Cheers for checking this for me.