intermitent Connection
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- Re: intermitent Connection
intermitent Connection
10-12-2018 4:30 PM
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Good afternoon Plusnet,
Your online chat is always busy, so I have to use this forum. I don't do phones. 2 questions..
1. My connection has been dropping out for the last 3 months. I have to switch off my wireless & then back on & it usually works. Can you help me with this?
2. Can you tell me when my contract is up please?
Many thanks.
Re: intermitent Connection
10-12-2018 4:40 PM
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Welcome to the forums @ThreeNineteen.
I'm not Plusnet staff, but if it is only the wireless you have to switch on and off, and not the router, that suggests a wireless problem - have a look at the Help pages for guidance on this.
As to your contract end date, that should be visible if you log into 'My Account' - link at the top of the page. I know there have been a few people who for some reason can't see that - in which case, you will have to wait for one of the PN Help Team on here to pick up this thread.
If you need more help, post back.
Re: intermitent Connection
10-12-2018 4:43 PM
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Thanks John, for such a swift reply, I shall do both of those things! Many thanks..
Re: intermitent Connection
10-12-2018 4:57 PM
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Hi, I can't run the broadband troubleshooter without the connection dropping.
And the contract just says "Unlimited".
Any help?
Re: intermitent Connection
10-12-2018 5:16 PM - edited 10-12-2018 5:18 PM
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@ThreeNineteenNo problem as regards the response time , I was just sat waiting for phone call.
Ignore the troubleshooter for the moment. As I asked, but unfortunately you didn't answer, is it just the wireless, or do you mean you have to reboot the router itself?
Your comment about the troubleshooter suggests a line problem. Do you have a corded phone you can connect to the test socket on you phone socket? If you do, disconnect the phone and router from the phone-line, plug the phone into test socket and dial 17070, follow the prompts and select option 2 and listen - there should be no noise..If there is, report a phone problem to whoever you pay your line rental - a noisy phone-line will not support a reliable internet service.
Come back with the result, and we can see what the next step could be.
Re: intermitent Connection
10-12-2018 5:27 PM
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Sorry, it's just the wireless I have to switch on & off, not the router. My PC tells me that there's a connection when nothing loads in my browser, & sometimes tells me that there's none at all.
I did the test. The line is quiet except for a "very faint shhhh", which I'm assuming is normal. I've never encountered a silent line! Thanks for all your help, btw.
Re: intermitent Connection
10-12-2018 5:37 PM
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Good, that makes life easier, as we hopefully won't have involve BT/OpenReach.
Now we need to sort the wireless issue. Have a look at the 'Help with Wi-Fi' section under the Broadband heading in 'Help and Support' and see if that can solve your problem.
Nearly forgot - I would raise the question of your contract end date as a separate question on the 'My Account' board - more chance of staff spotting that.
Re: intermitent Connection
10-12-2018 5:47 PM
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Hey jab1,
I followed most of the things I can follow under the Wi - Fi heading. My router is atop a chest of draws, in the corner of my bedroom, which is where the master phone socket comes in. It is connected to a cordless phone. Can't move it anywhere else as no other phone sockets in the flat. It's never further than 4 metres from me at any time.
OK, I'll post in the "My Account" forum. I hope you're getting commission for all this advice!
Re: intermitent Connection
10-12-2018 6:01 PM
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OK, if iti s that close it doesn't look like a location problem. Next couple of questions, then I'm out for the evening.
1. What are you using to connect to the web - phone or desktop/laptop or tablet/what make/model?
2. How tech-savvy are you? just so I know how to go to the next steps.
3. Which router do you have - details should be on the bottom?
Nope - no commission, I'm just a customer like you, but I've been dealing with computers for about 30 years - just picked things up as I've gone along.
Re: intermitent Connection
10-12-2018 6:26 PM
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1. Laptop, Lonovo Z50, with RealTek RTL8723BE Wireless adaptor & the latest drivers.
2. Erm, used computer's for 33 years, can change my laptop battery & install an OS, that's about it!
3. A 2704N router.
If you need to go, by all means, I'm not in a rush.
Re: intermitent Connection
10-12-2018 7:00 PM
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1. Glad it's a laptop - presumably running a Windows OS? Was worried you were going to say a mobile phone., although that wouldn't be insurmountable.
2. You must be about the same age as me then. if you can install an OS, a program shouldn't be a problem - have a look for and install 'Acrylic Wi-Fi Home'
3 I was afraid you were going to say a 2704N - without being unkind to Plusnet, I've no idea why they use those, the number of Wi-Fi performance issues reported on here is scary.
I'll leave you with that for tonight, but I'll be around between 1000-1500 tomorrow and we'll see what, if anything we can do to sort this. I'm pleased to see someone who follows their query - had a couple of new users ask questions then don't respond when you reply.
Re: intermitent Connection
10-12-2018 7:05 PM
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I'll install it now.
Thank you loads John, it's rare to have someone so generous with their time! I wonder why they use that router, if there are known problems with it?!
I'll be about tomorrow, so will try to catch you then. Many thanks!
Re: intermitent Connection
11-12-2018 10:44 AM
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@ThreeNineteen Whenever you're ready - I'm stuck here until at least 3.30PM
Re: intermitent Connection
11-12-2018 11:04 AM
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Wherever "here" is, I'm sorry you're stuck.
Plusnet sent me a message this morning, telling me the SNR was set too low for the length of my line. They've increased it, so they "expect" the connection to stabilize.
The program I downloaded yesterday looked interesting, if only to prove that her downstairs has a superior connection on the dreaded TalkTalk.
So, do you reckon that'd fix the problem John? Any tips?!
Re: intermitent Connection
11-12-2018 1:02 PM
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Sorry for the late reply, @ThreeNineteen - for some reason, my phone hasn't stopped ringing for the past hour and a half
Anyway, glad PN are helping you - although this action doesn't usually solve Wi-Fi issues, it will help to stabalise your connection to the 'outside world' i.e. between you and the exchange.
The only other thing I can suggest at the moment, whilst it won't solve the dropping Wi-Fi signal, is to make sure you're on the least congested of channels 1, 6 or 11 as shown in that prog.
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