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PlusNet Hub one crashing

Gandalf
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: PlusNet Hub one crashing

Afternoon Andy, looks like you've just had the one drop:

Our tests aren't showing any issues with your sync speed having climbed up to 40mbps although there are a few errors on the line, I'd say that's within tolerance. 

Let me know how your speeds look though over the next day or so, also when you test your speeds are you testing on a device that's connecting over WiFi or wired straight into your router using an ethernet cable?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
AndyD1
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Registered: ‎06-11-2018

Re: PlusNet Hub one crashing

What are the errors on the line?

Cheers.
Gandalf
Plusnet Help Team
Plusnet Help Team
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Re: PlusNet Hub one crashing

When I tested your line 90 minutes ago there was 4 errored seconds and 1 severely errored second, which is well within tolerance and shouldn't be impacting your service.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
AndyD1
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Re: PlusNet Hub one crashing

Oh ok that’s not too bad then.

When I do my speed tests I do them through my laptop which has a wired connection to the router. At the moment the speeds are low to high 20s.

Cheers.
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,778
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Re: PlusNet Hub one crashing

Yeah it looks good from our side at least. When you're testing the speed, are there any other devices using the connection and anything in the background running on the laptop? Ideally if you can I'd switch all other devices off when running a test.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
AndyD1
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Re: PlusNet Hub one crashing

There are 4 things wired to the router such as tv, skyQ box, house alarm and laptop.

No nothing running on the laptop.
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,778
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Registered: ‎21-04-2017

Re: PlusNet Hub one crashing

Obviously don't turn off your house alarm, but could you switch off TV and SkyQ and retest your speed? Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
AndyD1
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Re: PlusNet Hub one crashing

Hello.

Have done and get 26.24
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,778
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Re: PlusNet Hub one crashing

Hi Andy, that's a bit on the slow side. Let me know how it goes on the weekend, if they're still slow next week we may need to arrange another engineer.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
AndyD1
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Re: PlusNet Hub one crashing

Will do.
AndyD1
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Registered: ‎06-11-2018

Re: PlusNet Hub one crashing

Morning.

Router went off about 11:30pm last night. Line speed now is 27:00.
AndyD1
Grafter
Posts: 60
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Registered: ‎06-11-2018

Re: PlusNet Hub one crashing

Hello.

Router went off again about 9:30pm. Currently getting 31.42mbps
AndyD1
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Registered: ‎06-11-2018

Re: PlusNet Hub one crashing

Sunday 00:15 router off again. Speed 27:90
Gandalf
Plusnet Help Team
Plusnet Help Team
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Re: PlusNet Hub one crashing

Thanks for the updates Andy,

Our tests are showing quite a bit of errors on your line now and your connection is still dropping relatively frequently. 

We'd need to arrange another engineer visit to investigate your connection and speeds further. Could you reply to the ticket Here with some dates you'd be available? The timeslots are 8am to 1pm, or 1pm to 6pm.

I'd recommend starting from this Thursday as I plan to raise an escalation with our suppliers and this will allow our suppliers time to escalate the fault with the engineers on the ground requesting a multi-skilled engineer carries out a full investigation.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
AndyD1
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Re: PlusNet Hub one crashing

Hello.

Any day this week is fine but will need to be after 1pm. I also leave for work at 5pm so the engineer would need to be finished by then if you could make him aware of that please.