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Internet service dropping

richieyip
Newbie
Posts: 4
Registered: ‎26-01-2022

Internet service dropping

My internet service is not stable recently and drops about 2-3 times a day over the last few weeks. It's really annoying especially when you are in a zoom meeting. The speed is ok so far. Any suggestion to resolve this problem? Thank you. 

7 REPLIES 7
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,633
Thanks: 10,208
Fixes: 1,606
Registered: ‎21-04-2017

Re: Internet service dropping

Thanks for your post @richieyip and welcome to our Community Forums.

I'm really sorry to see you're having connection issues, especially when you're in a Zoom meeting.

I've tested your line today and the tests are showing a fault, so I've raised this across to our suppliers, and we've been given an estimated response time of by 28/01/22 23:59:59 for an engineer to go out and investigate further.

We'll provide an update as soon as we know more, but feel free to post back if you need further help. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
richieyip
Newbie
Posts: 4
Registered: ‎26-01-2022

Re: Internet service dropping

@Gandalf Thank you for your help. I received a text message informing me that the engineer came around last weekend. However, this doesn't seem to fix the problem. The line still drops from time to time. This is especially annoying when you are in a meeting or a call. Can you help to diagnose and resolve the problem again? Thank you. 

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Internet service dropping

Thanks for getting in touch again @richieyi and I'm sorry to hear that you're still having issues with your service.

@Gandalf will be back on Monday, but I've tested your line this morning and can't see any drops on both the visual radius and the RRT. I'll pop the visual radius below which shows the line has remained stable for the past 8 days, so I'm inclined to think that the issues you're having may be with the wireless connection.

Going forward, I'll be more than happy t split the SSID's on the router for you, and run a smart wireless scan, this puts the best WIFI channels on the router which should improve your wireless service.

This will drop the connection for a brief moment though, so let me know if you'd like me to go ahead.

 Adam
 Plusnet Help Team - Leeds
richieyip
Newbie
Posts: 4
Registered: ‎26-01-2022

Re: Internet service dropping

@adam945 Thank you for your reply. I've been continuously monitoring the connection these weeks. There were still some disconnections but without any typical patterns no matter on dates or time. There were disconnections 1 time per day on average. But each time it disconnects between 2 - 5 minutes. Do you think splitting the SSID's on the router could help? Please let me know how to proceed. Thank you. 

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,633
Thanks: 10,208
Fixes: 1,606
Registered: ‎21-04-2017

Re: Internet service dropping

Cheers for the info @richieyip

I'm really sorry again for the random drops you're having. 

As it looks like all your devices are wireless, I've split the wireless frequencies into separate network names and I've done a smart wireless scan to try to make sure your router's on the best wireless channels in the area.

If you're still having issues, can you try moving some of your devices, preferably those closest to the router onto the wireless network ending in 5GHz? You'd connect to this using the same wireless password you usually use.

In theory, the 5GHz wireless frequency is stronger & faster so this should hopefully be better.

Let me know how it goes.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
richieyip
Newbie
Posts: 4
Registered: ‎26-01-2022

Re: Internet service dropping

Thank you @Gandalf for your action.

 

We used it for 3 weeks. But we encountered another problem - connected without internet, for some devices. For the first 2 weeks, it happened about every 2 - 3 days. But since last weekend, this happened every day, randomly on different devices. We found this happened more on 2.4G than 5G connection. When this happened, other devices can keep surfing the internet without a problem. This is also very annoying. Do you have any idea how to deal with it? Thank you. 

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,926
Thanks: 863
Fixes: 223
Registered: ‎27-04-2007

Re: Internet service dropping

Hi there, I'm really sorry to see this and that definitely doesn't sound right, could you try factory resetting the router for us please? https://www.plus.net/help/broadband/router-user-guides/

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