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Phone noise and broadband dropouts/slow speeds

AndyGMB
Dabbler
Posts: 13
Thanks: 3
Registered: 28-04-2018

Phone noise and broadband dropouts/slow speeds

Hi,
For the past month (since about the 21st March) we've been having problems with our internet connection and phone line.
We had problems last year after it was installed and an engineer came out in October and put in a double master socket. After that, the connection was great until April when it began dropping and the phone line developed a very bad crackle and hiss.
I've tried two routers and we even bought and tried a new (analogue) phone but the problems persist.
I have kept a record (as best as was possible) of the dates and times of internet dropouts and slow connection speeds which I can forward to you.
The dropouts and slow speed make doing anything on the internet very difficult and frustrating and the noise on the phone line makes it unusable at times.
I did the online telephone line test but it wouldn't complete and I can't phone you about this as the noise on the line is so bad and I don't have access to a mobile phone.

22 REPLIES
Baldrick1
Seasoned Champion
Posts: 1,261
Thanks: 548
Fixes: 44
Registered: 30-06-2016

Re: Phone noise and broadband dropouts/slow speeds

You need to report a phone fault as your broadband will not work correctly until the line is fixed. Have you tried live chat https://www.plus.net/help/chat/? Note that this will not work unless pop up blockers are disabled. Be aware that some routers have a built in pop up blocker, which can be disabled in the settings. 

AndyGMB
Dabbler
Posts: 13
Thanks: 3
Registered: 28-04-2018

Re: Phone noise and broadband dropouts/slow speeds

Thanks Baldrick1.
I'll try that.

AndyGMB
Dabbler
Posts: 13
Thanks: 3
Registered: 28-04-2018

Re: Phone noise and broadband dropouts/slow speeds

Tried the chat help and got through to [CSA Removed] who was going to look into it but my internet connection dropped out and I lost the chat connection.
Is there a way of raising a ticket (looked for a link as I did this last year but can't find anything now)?

Moderator's note by Dick (Strat): CSA name(s) removed (to an area staff can see) as per Forum rules.

bmc
Pro
Posts: 832
Thanks: 164
Fixes: 6
Registered: 28-02-2017

Re: Phone noise and broadband dropouts/slow speeds

Log into your PlusNet members page and see if anything's under View My Questions

 

Brian

AndyGMB
Dabbler
Posts: 13
Thanks: 3
Registered: 28-04-2018

Re: Phone noise and broadband dropouts/slow speeds

Thanks for the suggestion.
Nothing there.
I'll try the chat help thing again later if I get a stable connection for a while (it's stable sometimes!).

Plusnet Help Team
Plusnet Help Team
Posts: 7,674
Thanks: 2,254
Fixes: 382
Registered: 21-04-2017

Re: Phone noise and broadband dropouts/slow speeds

Hi there.

I'm sorry to hear you're experiencing problems with your phone line and you're having difficulties contacting us to report the fault. I've raised a ticket for you from this side, you can view and reply to it from here.

Hope this helps.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
AndyGMB
Dabbler
Posts: 13
Thanks: 3
Registered: 28-04-2018

Re: Phone noise and broadband dropouts/slow speeds

Thanks Gandalf.
I'll follow that up.

Plusnet Help Team
Plusnet Help Team
Posts: 7,674
Thanks: 2,254
Fixes: 382
Registered: 21-04-2017

Re: Phone noise and broadband dropouts/slow speeds

No problems. Thanks for getting back to us.

I can see we've got an engineer visit booked in.

Can you let me know how it goes?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
AndyGMB
Dabbler
Posts: 13
Thanks: 3
Registered: 28-04-2018

Re: Phone noise and broadband dropouts/slow speeds

Will do.

AndyGMB
Dabbler
Posts: 13
Thanks: 3
Registered: 28-04-2018

Re: Phone noise and broadband dropouts/slow speeds

Hi Gandalf, Many thanks for the help.
The engineer called out this morning and found that the fault was outside on the line.
I've requested an SNR reset and now just waiting for it to be applied.
Thanks again.

Plusnet Help Team
Plusnet Help Team
Posts: 7,674
Thanks: 2,254
Fixes: 382
Registered: 21-04-2017

Re: Phone noise and broadband dropouts/slow speeds

No problems @AndyGMB

I've reset your line now but from what I can see your connection is still dropping so it's likely your speeds would go back down again automatically.

As line tests aren't finding the cause of the problem, it looks like we'll need to arrange another engineer visit I'm afraid.

I'll update your ticket shortly.

Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
AndyGMB
Dabbler
Posts: 13
Thanks: 3
Registered: 28-04-2018

Re: Phone noise and broadband dropouts/slow speeds

Hi Gandalf,
The speed is back but the fault is still there.
I'll reply to the ticket now.
Thanks,
Andy.

Plusnet Help Team
Plusnet Help Team
Posts: 5,435
Thanks: 504
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Registered: 01-01-2012

Re: Phone noise and broadband dropouts/slow speeds

Thanks for responding.

We've updated your fault with confirmation of the appointment.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
AndyGMB
Dabbler
Posts: 13
Thanks: 3
Registered: 28-04-2018

Re: Phone noise and broadband dropouts/slow speeds

Thanks for all of the help.
The engineer found and fixed a fault at the exchange and it all seems to be working as it should now.
Again, many thanks.