Broadband keeps dropping out intermittently
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Broadband keeps dropping out intermittently
Broadband keeps dropping out intermittently
06-08-2017 11:16 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Broadband keeps dropping out intermittently
08-08-2017 2:02 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @mrobo77,
A warm welcome to the forums. I hope your ears are not bleeding too much and you are not out in the cold? Being spared the soaps could be cause enough not to fix the problem! But that might lead to a bleeding nose as well as ears!
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.
How is your line performing?
Please post your router stats; for PN TG582n and 2704n routers use the buttons below, for other routers look at the Kitz link.
Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router!
Also find your CURRENT SPEED (PlusNet line profile) from the PlusNet user portal - you will need to log in.
Which router are you using?
Also take a look at the speed issues thread - see the link below.
All of the above information will help non-Plusnet people to offer advice and guidance on what to do next.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Broadband keeps dropping out intermittently
08-08-2017 2:45 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi there,
Checking your line we're seeing a few disconnections but not many really, are you seeing more than the graph below?
Re: Broadband keeps dropping out intermittently
08-08-2017 3:41 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Is the TV connected to the internet over wifi or Ethernet?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Broadband keeps dropping out intermittently
09-08-2017 12:26 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi Chris
my wife would be 5 mins into a program then it would say network connection fail this is hard wired also tried my PlayStation and was also struggling online
Re: Broadband keeps dropping out intermittently
09-08-2017 12:34 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Strange as we're really not seeing many disconnections. Would you be able to record the time next time this occurs so we can try and match it up?
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Broadband keeps dropping out intermittently