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new fibre install keeps disconnecting

Shaz2k11
Dabbler
Posts: 13
Thanks: 3
Registered: ‎31-10-2016

new fibre install keeps disconnecting

Had fibre installed and it keeps disconnecting every half hour or so and drops the speeds sure theres a problem with the line?
17 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,620
Thanks: 262
Fixes: 75
Registered: ‎27-04-2007

Re: new fibre install keeps disconnecting

Hi there,

 

I can see the line at your new property has just been connected to day so it might be a bit early to judge on over-all performance.


We're seeing a few drops recorded on this side but I can see the connection has been up for over 90 minutes at present.

 

I'll set a reminder to review this with you tomorrow afternoon to better judge if any action needs to be taken.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Shaz2k11
Dabbler
Posts: 13
Thanks: 3
Registered: ‎31-10-2016

Re: new fibre install keeps disconnecting

It disconnected again this morning and halfed speeds i reset router and they went back to normal but i dont wanna keep resetting as i dont want it to mess up the latency
Shaz2k11
Dabbler
Posts: 13
Thanks: 3
Registered: ‎31-10-2016

Re: new fibre install keeps disconnecting

Ive noticed the box on the wall outside is hanging off to geuss the openreach man never did a very good job installing it!
Plusnet Help Team
Plusnet Help Team
Posts: 13,620
Thanks: 262
Fixes: 75
Registered: ‎27-04-2007

Re: new fibre install keeps disconnecting

We're seeing a number of disconnections logged since yesterday evening.

 

We'll keep what you mentioned about the oustide box in mind.

 

Try following the troubleshooting steps here next just so we can rule out any simple causes within the home and let us know what happens:

 

https://www.plus.net/help/broadband/connection-troubleshooting/

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Shaz2k11
Dabbler
Posts: 13
Thanks: 3
Registered: ‎31-10-2016

Re: new fibre install keeps disconnecting

Ive already done these checks dial tone sound ok and microfilter in properly
Plusnet Help Team
Plusnet Help Team
Posts: 13,620
Thanks: 262
Fixes: 75
Registered: ‎27-04-2007

Re: new fibre install keeps disconnecting

OK, I'd go ahead and report a fault with us over at http://faults.plus.net in that case

 

Drop me a reply here when you have and I'll follow things up for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Shaz2k11
Dabbler
Posts: 13
Thanks: 3
Registered: ‎31-10-2016

Re: new fibre install keeps disconnecting

Ive completed the fault page.
Plusnet Help Team
Plusnet Help Team
Posts: 13,620
Thanks: 262
Fixes: 75
Registered: ‎27-04-2007

Re: new fibre install keeps disconnecting

Cheers for that, I've reported the fault to our suppliers so you should see an update to ticket 137209945 soon. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Shaz2k11
Dabbler
Posts: 13
Thanks: 3
Registered: ‎31-10-2016

Re: new fibre install keeps disconnecting

Still havent heard anything ?
danludlow
Rising Star
Posts: 396
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Fixes: 1
Registered: ‎03-12-2014

Re: new fibre install keeps disconnecting

Can't help but wonder if there's a general disconnecting fault? I'm getting them, others seem to be getting them since last week of October, looking at posts on this forum. Can't remember ever having dropouts like this on FTTC, had some yonks back when phone line got crossed connections with neighbour, but line seems clear, and speeds (when connected) excellent.

Very annoying waiting for replies and action isn't it, stuck in a sort of neverland.

Good Luck with yours being sorted out.

Shaz2k11
Dabbler
Posts: 13
Thanks: 3
Registered: ‎31-10-2016

Re: new fibre install keeps disconnecting

i got a text asking to give an available time slot for someone to come out but i have no messages on my phone to reply. Ive replyed on the ticket but havent heard anythink since friday?
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: new fibre install keeps disconnecting

I've gotten that booked in for you for Thursday afternoon. Are you ok to let me know how you get on?

Matty

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Shaz2k11
Dabbler
Posts: 13
Thanks: 3
Registered: ‎31-10-2016

Re: new fibre install keeps disconnecting

Yeah thanks
Shaz2k11
Dabbler
Posts: 13
Thanks: 3
Registered: ‎31-10-2016

Re: new fibre install keeps disconnecting

The man came today and said theres a problem with the wires underground so they need to dig it up they said it could be tomorro or sometime will plusnet have any info on when they will come back out hope it dont take to long got a feeling it wont be tomorro as its the end of the week.