cancel
Showing results for 
Search instead for 
Did you mean: 

Broadband dropping out

Donorla
Newbie
Posts: 3
Registered: 24-05-2018

Broadband dropping out

Hi
So our broadband/WiFi was fine until about a month ago. Now it is constantly dropping out especially during the day - seems to be flashing orange or staying orange every hour or so, sometimes for a good length of time. I’ve tried restarting but makes no difference. Can anyone help?
Thanks
6 REPLIES
bill888
Seasoned Pro
Posts: 871
Thanks: 125
Fixes: 24
Registered: 18-10-2008

Re: Broadband dropping out

 

Have you tried basic troubleshooting with your telephone and at the master socket to see if it is any better?

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

 

Donorla
Newbie
Posts: 3
Registered: 24-05-2018

Re: Broadband dropping out

Yes all looks/sounds fine
bill888
Seasoned Pro
Posts: 871
Thanks: 125
Fixes: 24
Registered: 18-10-2008

Re: Broadband dropping out

Have you considered leaving the hub and one of your handsets plugged into the engineer's test socket for a day or two, to see if the Orange light problem returns?

Which Plusnet router do you have?

https://www.plus.net/help/broadband/router-user-guides/

 

If you are using a Plusnet Hub One on fibre broadband, did you observe the colours of the two small lights near the bottom of the hub.  The left hand side in the shape of the letter 'b' is for 'broadband', and the right hand side has a 'wifi' symbol.

The Hub One is a rebadged BT Home Hub 5.  Explanation of the lights can be found here:

http://bt.custhelp.com/app/answers/detail/a_id/10282/~/what-do-the-lights-on-my-bt-hub-mean%3F

 

Plusnet Help Team
Plusnet Help Team
Posts: 13,396
Thanks: 243
Fixes: 68
Registered: 27-04-2007

Re: Broadband dropping out

Hi Donorla

 

Are you still having issues with this?

 

I've just tested the line and we're not seeing any obvious issues but I would still report a fault over at http://faults.plus.net


Let us know when you have. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Donorla
Newbie
Posts: 3
Registered: 24-05-2018

Re: Broadband dropping out

Yes still a problem. I think it’s less frequent but it’s been really busy here so maybe I’ve just not noticed as much. I have noticed the red (orange?) broadband symbol lights up after the main light flashes orange. I think this means a problem with the broadband line?
Plusnet Help Team
Plusnet Help Team
Posts: 13,396
Thanks: 243
Fixes: 68
Registered: 27-04-2007

Re: Broadband dropping out

I'd not want to assume without us looking into a fault but that's a likelihood yes. 

 

I can see you started to raise a fault last night but it looks like you didn't finish completing the steps on the fault checker. 

 

Can you give that a go for us please? 

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