cancel
Showing results for 
Search instead for 
Did you mean: 

Broadband disconnecting, SMS HELP does not recognize my account

dcdc
Grafter
Posts: 38
Thanks: 6
Registered: ‎13-01-2018

Broadband disconnecting, SMS HELP does not recognize my account

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.

11 REPLIES 11
dcdc
Grafter
Posts: 38
Thanks: 6
Registered: ‎13-01-2018

Re: Broadband disconnecting, SMS HELP does not recognize my account

jab1
Legend
Posts: 18,895
Thanks: 6,191
Fixes: 283
Registered: ‎24-02-2012

Re: Broadband disconnecting, SMS HELP does not recognize my account

So, what did you finally do that last time?

John
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,708
Thanks: 643
Fixes: 112
Registered: ‎27-11-2020

Re: Broadband disconnecting, SMS HELP does not recognize my account

@dcdc  I've given it a test and it isn't showing a fault on the line. What checks have you tried this time?

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
dcdc
Grafter
Posts: 38
Thanks: 6
Registered: ‎13-01-2018

Re: Broadband disconnecting, SMS HELP does not recognize my account

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.

jab1
Legend
Posts: 18,895
Thanks: 6,191
Fixes: 283
Registered: ‎24-02-2012

Re: Broadband disconnecting, SMS HELP does not recognize my account

Which router are you using?

John
Townman
Superuser
Superuser
Posts: 23,719
Thanks: 10,018
Fixes: 169
Registered: ‎22-08-2007

Re: Broadband disconnecting, SMS HELP does not recognize my account

A bad joint can cause intermittent disconnections.

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.

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.

dcdc
Grafter
Posts: 38
Thanks: 6
Registered: ‎13-01-2018

Re: Broadband disconnecting, SMS HELP does not recognize my account

I have recently received a new 

Plusnet Hub Two Manager


so that is the main one that I connect to

jab1
Legend
Posts: 18,895
Thanks: 6,191
Fixes: 283
Registered: ‎24-02-2012

Re: Broadband disconnecting, SMS HELP does not recognize my account

@dcdc In that case, the full router stats as requested by @Townman can be obtained from there. I would suggest for a start you provide the 'Technical Log - Information' page, obscuring the 'Broadband Username'.

John
dcdc
Grafter
Posts: 38
Thanks: 6
Registered: ‎13-01-2018

Re: Broadband disconnecting, SMS HELP does not recognize my account

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. 

 

internet_monitoring.png

dcdc
Grafter
Posts: 38
Thanks: 6
Registered: ‎13-01-2018

Re: Broadband disconnecting, SMS HELP does not recognize my account

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.

jab1
Legend
Posts: 18,895
Thanks: 6,191
Fixes: 283
Registered: ‎24-02-2012

Re: Broadband disconnecting, SMS HELP does not recognize my account

@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.

John