Random broadband drop outs every few minutes
- 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
- :
- Re: Random broadband drop outs every few minutes
Random broadband drop outs every few minutes
05-09-2018 8:37 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I can't believe that again less than a month since this last happened and I had no connection for 4 days it's now happening again.
The broadband is dropping out every few minutes.
Router log says:
ppp1 Timeout waiting for PADO packets
ppp1
ppp1 LCP down
I have done the 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's silent.
I have done
https://www.plus.net/help/broadband/connection-troubleshooting/?_ga=2.186962798.799539150.1531725874...
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
Please can you urgently offer help as my broadband has been down for nearly 24 hours now.
Re: Random broadband drop outs every few minutes
06-09-2018 11:40 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @canalside
Are you currently plugged into the test socket at the moment? We are currently seeing a loop fault on your phone line, which means that something is causing the sound to be replicated inside the line, which can cause issues with the broadband. If you are currently in the test socket and have tried an alternate filter then we would need to look at booking an appointment. If you can please respond to the ticket I have raised on your account we can sort this for you.
Re: Random broadband drop outs every few minutes
08-09-2018 9:55 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I replied to your ticket 2 days ago.
2 days later still not broadband and still no reply from you.
From your website it says...
We're a Sheffield-based broadband and phone provider, selling services to homes and businesses across the UK. We believe that paying less shouldn't mean a compromise in service.
Well sadly paying less does mean a compromise in service. 40 minutes on hold to try and ring support. 2 days and no reply to service which is down for a 2nd time in 2 months.
Really wish I had paid more per month to get the better service from another supplier.
Until then can you please help a paying customer with no service?
Re: Random broadband drop outs every few minutes
09-09-2018 6:25 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @canalside,
I'm sorry for the length of time that it has taken for us to pick up your ticket/this post and for the inconvenience that this has caused you. Unfortunately, we have been unusually busy over the last few days and this has had an impact on our response time. I understand that it's a poor experience as a customer and I will pass on feedback regarding this.
I've picked up and replied to your fault ticket now. As it's account specific, I won't go into details on here but you can view my response on the ticket here.
Regards,
Emily
Re: Random broadband drop outs every few minutes
10-09-2018 9:12 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sadly it's not "unusually busy over the last few days" when I tried to join your service i spent over 30 minutes on hold to the sales team and gave up. That should have told me then you don't offer customer service. Then you forgot to place the order with openreach which delayed things. Then when the connection was down for days it was also impossible and slow to ring you.
Please can you cancel the call out on Wednesday.
I'm in the process of moving providers.
Re: Random broadband drop outs every few minutes
10-09-2018 1:32 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sorry to see you've decided to cancel @canalside, I've cancelled the engineer visit by closing the fault report as you've asked. - Adam
Re: Random broadband drop outs every few minutes
14-09-2018 9:28 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Please can you reply to ticket
Question #182358070
Re: Random broadband drop outs every few minutes
14-09-2018 1:08 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I've updated it for you now.
Essentially our tests are showing "Potential HR Joint detected on GEA service. Please continue to submit a trouble report" so I've reported this through to our suppliers for an engineer to investigate externally.
Re: Random broadband drop outs every few minutes
17-09-2018 8:25 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Please can someone reply to the ticket ideally this morning rather than making me wait another 24 hours for an answer as to why you've done the complete opposite of what you said was happening with open reach on Friday?
Re: Random broadband drop outs every few minutes
17-09-2018 2:52 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Random broadband drop outs every few minutes
17-09-2018 5:13 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
They have replied saying they didn't fix the issue when they came out which I know already.
I assume you are sending openreach out again to try and fix it. If so when will this be?
Re: Random broadband drop outs every few minutes
18-09-2018 12:06 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Random broadband drop outs every few minutes
20-09-2018 3:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Open reach came out and said the fault is with the extension cable going from the router to the BT socket. I explained we had the issue when it was plugged direct into socket but he said no the cable is faulty.
I'v replaced the cable and the router and it's still disconnecting the same as before.
Now what?
Re: Random broadband drop outs every few minutes
21-09-2018 9:54 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Random broadband drop outs every few minutes
17-12-2018 7:59 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The same problem is back again!!!!!!!!!!!!!!!!
It's connected to the master socket. Same errors as before randomly dropping out every few hours.
Now the painful slow process while you fix it again.
Please can you make this ugent.
- 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
- :
- Re: Random broadband drop outs every few minutes