Plusnet Hub Two Manager
Broadband disconnecting, SMS HELP does not recognize my account
- 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: Broadband disconnecting, SMS HELP does not rec...
Broadband disconnecting, SMS HELP does not recognize my account
12-10-2024 9:43 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Broadband keeps cutting out after working find for a long time.
Contacting the usual 07800 008121 leads to a reply saying it couldn't find an account with this number.
I have not change the number. This has happened before I will try to find that thread.
Re: Broadband disconnecting, SMS HELP does not recognize my account
12-10-2024 9:45 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
same issue as before https://community.plus.net/t5/Broadband/Plusnet-HELP-bot-does-not-recognize-my-number/m-p/1967385#M3...
what is going on?
Re: Broadband disconnecting, SMS HELP does not recognize my account
13-10-2024 7:07 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
So, what did you finally do that last time?
Re: Broadband disconnecting, SMS HELP does not recognize my account
13-10-2024 8:55 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@dcdc I've given it a test and it isn't showing a fault on the line. What checks have you tried this time?
Re: Broadband disconnecting, SMS HELP does not recognize my account
13-10-2024 10:03 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I'm not sure I think eventually I called plusnet and someone came by.
Today the connection so far seems ok.
It was dropping every ten minutes or so yesterday.
Am logging connectivity now automatically so will see if there are systematic issues.
Re: Broadband disconnecting, SMS HELP does not recognize my account
13-10-2024 10:08 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Which router are you using?
Re: Broadband disconnecting, SMS HELP does not recognize my account
13-10-2024 12:18 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
A bad joint can “heal” by the application of test voltage / current to the circuit.
Logging disconnections will provide an evidential record. Sight of the full router stats would be help.
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 disconnecting, SMS HELP does not recognize my account
14-10-2024 10:26 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I have recently received a new
so that is the main one that I connect to
Re: Broadband disconnecting, SMS HELP does not recognize my account
14-10-2024 10:33 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Broadband disconnecting, SMS HELP does not recognize my account
14-10-2024 10:34 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Here is some initial plot of monitoring .... service is going down quite a bit I think over the last two days. This is probably not prohibitively bad at the moment but I would imagine this is more than expected?
Any suggestions for alternative tests appreciated.
Re: Broadband disconnecting, SMS HELP does not recognize my account
14-10-2024 10:36 AM - edited 14-10-2024 10:38 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Attached are the full router logs. Thanks again for any suggestions.
I the the worst recent day was on oct 12th and you can see the disconnects in the logs.
Re: Broadband disconnecting, SMS HELP does not recognize my account
14-10-2024 11:06 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@dcdc You have a problem, most likely in the OpenReach network. If you still have a land-line service, i.e. you are on FTTC, use this link to report the issue: Report your broadband problem | Help | Plusnet , if you are on SoGEA (no phone), you will have to call in.
- 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: Broadband disconnecting, SMS HELP does not rec...