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My internet will cut off

Posts: 1
Registered: ‎18-04-2020

My internet will cut off

When I'm on phone or playing my Ps4 my internet would just cut off this happens through everyone in the house I'm not sure if my router needs updates or not. I rang up like a month and a half ago and they said there was a fault in the lines this would take up to 2 working days any suggestions on what I can do now Huh
Posts: 22,180
Thanks: 9,126
Fixes: 144
Registered: ‎22-08-2007

Re: My internet will cut off

Hi @EmmaMoor 

A warm welcome to the forums.  Can you please clarify your description of your problem please?

When you are on your phone - do you mean using your land line?

Playing my PS4 - is that connected to your router by WiFi?

Happens to through (?) everyone in the house - is that at the same time?  What are they doing when this happens?  Do the lights on the router change colour?


Looks like you have previously reported a line fault.  What happened then?  What does your ticket history indicate?  See the PN ticket link below and look at your closed tickets (opened) two months ago.

What you describe could be a wifi issue, a router issue (all user responsible space) or a problem with the line.


Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.  From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link.  NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.


Then follow the broad band faults checker below.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 122
Fixes: 5
Registered: ‎08-04-2020

Re: My internet will cut off

Hi @EmmaMoor, I'm so sorry to hear about the issues you have been having.


Unfortunately I'm unable to find any record of a Plusnet account with any of your forum information - would it be possible for you to please send me a private message with your account username so that I can look into this for you?

 Jess Moore
 Plusnet Help Team