Awaiting broadband activation

[#1]

"Drop outs" can cover a multitude of sins.  Your router log / connection time will indicate if the DSL session failed.

After that there are still a number of reasons why the link might appear to be down.  One would need a more detailed description ... "I was doing THIS and I got THAT result using THIS ROUTER and THAT OS".

[#2]

The problem is have a multitude of connected devices, it would take an absolute age to source the problem

[#3]

Hi, We can see there have been more disconnections than we would expect. 

We're looking into it now and will update the ticket on your account once we have more information, thanks for letting us know.

Hi @Townman

We've dropped lucky, we think we've located the issue on our end and are working on a solution.

[#4]

Its happening again today, i'm told!

[#5]

If all goes well it should be better inside the next 30 minutes, @MatthewWheeler will be monitoring the connection from our end.

Thanks for your patience.

[#6]

As you can see from the graph below, the action taken earlier seems to have fixed the problem, if it starts to happen again please let us know.

[#7]

Interesting.

The morning drops outs, would be when the Mrs was at home. She probably went out to the gym for a few hours (no drop outs between 9 and 12.

Then multiple drop outs again when she got back at lunchtime.

[#8]

Im at work but i'm told i the broadband has been on and off all morning. My latest ticket says my fibre issue isn't to be checked again until the 24th May. I can only hope that the issues area being caused as they are trying to get it connected.

I am at work and wonder if someone could have a quick check for me. For what its worth its not been down since whatever was carried out last time.

[#9]

Hi @higgy1981

Looks like you are suffering from disconnections again and this is nothing today with our suppliers preparing to move you to fibre.

We've placed another order to try to stabilise this and we will monitor your account today to see if it becomes more stable after the order completes.

If this doesn't work we're going to try to raise a fault, this is tricky though as our suppliers will only accept one order per line and we're currently trying to get them to progress  your fibre order.

We will update you this afternoon.

Thanks again for your patience I'm sorry for the issues you are having.

[#10]

The fix that we deployed earlier seems to have fixed the issue, your connection has been solid now for over 3 hours.

However this is the same fix we've added a number of times and eventually the DLM has undone it causing the increase in disconnections that you've been experiencing. Normally in this situation we'd book an engineer to investigate but in this case with the impending move to fibre and with the issues we're currently having I've arranged for your profile to be pinned at this level.

Hopefully that keeps you with a stable connection until we can get you onto fibre.

Thanks again for your patience

[#11]

My ongoing ticket has been updated.

Reading between the lines, fibre isn't available in my area, but was sold to me by Plusnet via its website.

Who's fault it is for the misinformation is anyone's guess.

I could be wrong of course.

[#12]

That's just what our suppliers have advised us. We'll investigate this further and provide an update tomorrow.

[#13]

Still waiting on an update, any chance someone could look at this?

[#14]

Hey,

Sorry about the delay.

Just come off the phone with our suppliers, they've raised a task to update the routing which should be done by the end of today. Hopefully tomorrow we'll have some good news and we can get placing your fibre order.

[#15]

Here's hoping.

The adsl speed im getting is fine for my purposes. But when i switch on my PS4 to find a 12GB update or multiple updates, i die a little inside