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Broadband keeps dropping out intermittently

mrobo77
Newbie
Posts: 2
Registered: ‎06-08-2017

Broadband keeps dropping out intermittently

Hi my broadband has been dropping out intermittently since Thursday last week could you please help im gettibg it in the ear off the mrs as it keeps dropping out when she is trying to watch her soaps through bbc iplayer and ch4 player
5 REPLIES 5
Townman
Superuser
Superuser
Posts: 22,922
Thanks: 9,538
Fixes: 158
Registered: ‎22-08-2007

Re: Broadband keeps dropping out intermittently

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! Funny  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.

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.

Chris
Legend
Posts: 17,724
Thanks: 600
Fixes: 169
Registered: ‎05-04-2007

Re: Broadband keeps dropping out intermittently

Hi there,

 

Checking your line we're seeing a few disconnections but not many really, are you seeing more than the graph below?

Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Townman
Superuser
Superuser
Posts: 22,922
Thanks: 9,538
Fixes: 158
Registered: ‎22-08-2007

Re: Broadband keeps dropping out intermittently

Given that graph this seems unlikely to be a connection stability issue. We need to look at speed and throughput. Can you please supply the requested information?

Is the TV connected to the internet over wifi or Ethernet?

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.

mrobo77
Newbie
Posts: 2
Registered: ‎06-08-2017

Re: Broadband keeps dropping out intermittently

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 

Chris
Legend
Posts: 17,724
Thanks: 600
Fixes: 169
Registered: ‎05-04-2007

Re: Broadband keeps dropping out intermittently

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?

Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.