I filed report #172366810 on the evening of the 12 April '18 for a severely intermittent fibre broadband connection, surprisingly a BTOpenreach engineer came out very early the next morning (was a Clear Engineer I think he said) plugged his equipment in, claimed that there was nothing wrong with the line and showed me on his equipment that there had been zero disconnections, even though it had been constantly re-syncing the previous day.
The engineer suggested that my router was at fault (I know it isn't as the ECI modem that Openreach supplied was only giving around an 8Mbit downstream sync on a line that normally hits a sync of around 37Mbit ). He also said that the ISP will likely leave the fault open for monitoring purposes and we went off to the green box to do a double check there, that was the last I saw of him.
A little while later the line re-synced again and whilst the line is / was a bit more stable the sync speeds are nowhere near where they should be.
Fast foward to Wednesday 18th April '18 and the automated support script tells me "The broadband fault has been closed by the supplier. Should problems re-occur, please restart the Broadband Fault Checker."
So I added "More Detail" to explain that I bought a new router to eliminate the Engineers hypothesis of a faulty router (it isn't as seeing the same bad behaviour on the new one) and reported that the Sync Speeds are way off what they should be.
Last night we had a thunderstorm 21st April '18 and the line lost it's sync after midnight, it wouldn't re-sync at all and when it finally appeared to sync at 07:45am it did so at 4Mbit downstream.
It's now playing up again, trouble syncing and the speeds are still terrible.
The most frustrating thing is it feels like support are NOT listening through the automated channels, we as members SHOULD be INFORMED at all times what is going on with reported faults and not having to wait days for the automated scripts to update.
I'm going to request a GEA test if possible and a human to look into this - thanks
Hi @am77, I'm sorry to hear of the poor experience that you've had. I've passed on some feedback re...
Hi @am77, I'm sorry to hear of the poor experience that you've had. I've passed on some feedback regarding the lack of updates and human interaction on this fault.
I've adjusted your connection profile now. Please let us know if you experience any further problems.
I previously had a Vodafone contract and an LG G4 phone, and occasionally I would automatically get Android updates and/or security fixes - I can't recall whether they came from Vodafone over-the-air or LG. I switched to Plusnet SIM only, and then my phone promptly died. I've bought a second hand LG G5 from eBay, but to my annoyance I find it's an American model, AT&T branded. It's unlocked and should work fine with Plusnet (I'm about to try the SIM), but I'm just concerned about how any necessary updates might happen.
I'm switching from Sky ADSL to Plusnet fibre.
Is it just me, or is anyone else finding that they can't load the Plusnet home page since Friday?
All that happens, is the home page flashes up briefly, then goes blank, and it repeats again a few seconds later.
I tried loading the home page on various laptops and desktops running Windows 10, and Mint Linux using Chrome and Internet Explorer on the former, and Chrome and Firefox on the latter.
There's no issue accessing sub pages such as Broadband fibre offers or Community forum etc. It's just the main page that refuses to load.
I thought the problem would be fixed by now but evidently not....
anyone have any suggestion for PC software free , which allows me to save and update contacts ETC .
yes i know some manufacturers have some but i need a universal one
Wondering if one of the technically gifted can assist.
I've recently joined the FTTP trial. When I joined, I read the trial T&C's which said that as its a trial, my existing contract period will remain unchanged.
I've kept an eye on this only because I want to dump my landline and (at the point of being accepted on the trial) I had 3 months of an 18 month contract left. Great I thought, only another 3 months of paying for a landline thet Ive not used to make calls from in over a year!
However now it seems that both my landline and my fibre product both have been subject to a new 18 month contract. I'm assuming this is just an oversight and someone can change my contract length back to what it was?
Thanks in advance!
Hi there. It looks like the product change to fibre automatically started a new contract, so I've...
It looks like the product change to fibre automatically started a new contract, so I've removed that now.
Due to the way our system works, I can't apply a 3 month contract so your account will show you're out of contract.
But I've left a big note at the top advising you've got 3 months left.
If you let me know over here when you would like us to remove your phone service I'll arrange this for you.
Firstly like to say had a great connection for a long time so not been on here much.
We had a thunderstorm Saturday night seems to have messed my connection up it ok now my router is connected back at 60meg.
Just my current line speed seems to be stuck at 28meg could someone please give it a nudge in the right direction.
This morning my Internet connection suddenly went off. I am using a tplink router and I did a system log which comes out with some ppo timeout errors.
I found a similar post and I will post a screenshot of it.
Anyone has experienced the same issue?
I have reset my router and configure the connection again from scratch. Still same outcome.
Any advice would be much appreciated.
Ok it turns out that my username was wrong which is true. First things first is to hold...
Ok it turns out that my username was wrong which is true.
First things first is to hold down the reset button on your router for 20 secs, so it can delete any network connection settings plus get rid of the stuck PPPOE session.
Now..I was trying to put down firstname.lastname@example.org instead of email@example.com which it was wrong.
Therefore the other issue is that on the TP LINK router settings the VLAN ID has to be 101 which i didn't know.
ISP: OTHER --> Enable VLAN(check)---> VLAN ID = 101--> connection type PPPOE(over ethernet).
The other day one guy from plusnet technical support was trying to convience me that the connection type has to be dynamic ip which was wrong.
Anyway I hope this will help other people in the future and thanks everyone for the support on this topic.
I've just signed up to upgrade my broadband to Unlimited Fibre Extra.
Could someone tell me please if I need a new router for this service as it was a little vague when I signed up.
Hi, using Outlook 13 successfully for months to send/receive email until I returned from a trip on Sunday.
Outlook is now requesting a re-enter my username and password for relay.plus.net and refuses to accept them.
I can retrieve email no problem. I am using a paid-for hosted email domain (£1.06 a month) so should be able to send via the relay from another different broadband supplier.
-I've checked credentials are 100% correct by accessing Webmail a number of times
-Ive been through all the connection settings for Outlook a dozen times, they hadn't changed,as expected.
-I can resolve relay.plus.net from a cmd prompt
I spent 10 minutes explaining to telephone support and they suggested I now contact Outlook about it as apparently relay.plus.net can't be a problem if I can access webmail (bizarre logic, I think).
Any ideas please? Really need to get this back up and running asap.
The solution was, rather disappointingly, to have to force an update of all Windows and office rela...The solution was, rather disappointingly, to have to force an update of all Windows and office related stuff. I can't tell which of the dozens of optional updates fixed it but one of them did. Quite why something had impacted Office 2013's email account handling without warning, i dont know.
As soon as updates were applied and pc restarted again I could send via relay with no issues.
Thanks for help people, no thanks MS!