Broadband drops multiple times throughout the day
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Broadband drops multiple times throughout the day
11-08-2020 12:06 PM
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Re: Broadband drops multiple times throughout the day
11-08-2020 12:12 PM
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@Olih21 Welcome to the forums. Plusnet staff support, like the phone service, is still severely restricted. If you would like help from the community, a good starting point is to have a look at THIS post and supply as much detail from it as possible.
It would also be a good idea to carry out a 'Quiet Line Test' - dial 17070 from a (preferably corded) phone and select option 2 - there should be no discernable noise. If there is, report a phone fault first, as without a clear phone connection, your broadband will not perform correctly.
If you reply to this topic with as much detail as possible, there are plenty of experienced members who can advise on possible remedies.
I'm a little confused as to why you have waited 6 months to report an obvious fault, though.
Re: Broadband drops multiple times throughout the day
11-08-2020 12:31 PM
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As for the not reporting for 6 months I have tried every which way to get this sorted and this is my last resort!!
Where I live i am reliant on WiFi for phone signal. As such I cannot be on hold for more than 20 mins without it cutting out!
Re: Broadband drops multiple times throughout the day
11-08-2020 6:38 PM
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If you have ADSL broadband you will have a land-line. If you connect a telephone to that you can call Plusnet support for free.
You could also do a "quiet line" test to check that there is no noise on the line - that is a common cause of broadband disconnection problems.
Re: Broadband drops multiple times throughout the day
14-08-2020 6:29 PM
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Hi @Olih21 - I couldn't reach you over the phone unfortunately so I've updated the open fault ticket raised on your account here
The line test is returning a potential external fault that's the cause of this, the Radius graph I've included below should highlight the state of the line at present:
Feel free to get back to me directly if you're having difficulty updating the ticket.
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