Can I report a broadband fault online?

[#1]

I've been going round in circles trying to get to a web page (which I have used before) to report a broadband fault. I wonder if the system has changed so it is no longer possible to do this online.

I followed the link to https://www.plus.net/help/report-a-problem/broadband/ which says "Report your problem by text or online using our troubleshooter." but there's no further link to the online form or the troubleshooter. I follow the link to "Help and support Guides" and try the most helpful option "If you're still having problems?" which has a link for "report a problem to us" which goes straight back to the page I started from.

Grateful for any ideas on this.

Thanks

[#2]

@simonc2 If it is a definite broadband problem, use this text link: https://www.plus.net/help/report-a-problem/broadband/

[#3]

@simonc2 

If you're not looking to use the text service try this link https://faults.plus.net 

You will be prompted to logon to the members centre

HTH

Edit: if you try this service can you please confirm it still works

[#4]

For what it's worth, I recently used the report a broadband fault by TEXT and was unexpectedly impressed,  it solved my problem with a lot less effort than the old online troubleshooter.

Good luck getting your fault fixed !

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[#5]

@jab1 

John

I don't know if it's going to be a problem but the connection has been unstable this afternoon. I'll keep monitoring it with RouterStatsHub.

I don't use a mobile phone so I'll have to borrow one to send the text message.

Regards

Simon

[#6]

@Dan_the_Van:

Brilliant - that goes to the page I've used before.

Many thanks.

Simon

[#7]

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@simonc2 wrote:

@jab1 

John

I don't know if it's going to be a problem but the connection has been unstable this afternoon. I'll keep monitoring it with RouterStatsHub.

I don't use a mobile phone so I'll have to borrow one to send the text message.

Regards

Simon

---

Simon - that is a definite problem - looks to me like an OR network failure, but let us know the result of your report.

[#8]

@simonc2 

Do you have a ADSL connection?

Might be noise on the line, if you have a landline phone connected check for noise 17070 option 2.

[#9]

@Dan_the_Van 

The quiet line test had some low level noise on it - more than I've heard before when doing this test - so maybe it's a line fault.

[#10]

@simonc2  does this allow you to report a noisy line ? - https://www.plus.net/my-account/tools/phone-troubleshooter/ 

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[#11]

@simonc2  I've tested the line and it isn't finding a fault. Any chance you can take a picture of how the router is set up etc and whether that is the main socket in the property?

[#12]

@willcutforth 

I didn't use the computer over the weekend but it looks as if the problem was temporary, as it all looks good this morning.

Thanks fo everyone who offered advice, especially for the link to the online fault reporting page.

[#13]

@simonc2 Those noise margin figures from this morning are horrible - which Hub/router are you using?

[#14]

@jab1 

It's a Hub One from plusnet.

Looking back at previous issues the upstream noise margin has been at 24dB since April this year when they last fixed a fault I reported.

Why-does-plusnet-keep-messing-up-my-broadband-connection 

The downstream noise margin after the fix in April was about 4dB however.

At that time I received a message from plusnet saying "We have asked our wholesale broadband suppliers to turn interleaving on, on your phone line to try and fix your current broadband problem." so that was evidently the fix they applied. I noticed the noise margineseems to be more elevated after that, but the broadband connection was stable (until last Friday).

I'm slightly confused about the term "noise margin" - I instinctively thought this represented the margin between the signal and the noise, so a large number meant the noise was very small compared to the signal.

Simon

[#15]

I'm slightly confused about the term "noise margin" - I instinctively thought this represented the margin between the signal and the noise, so a large number meant the noise was very small compared to the signal.

It does but unless your line is running right at the top of your contracted speed the higher the margin the slower your connection speed.

What is your contract minimum guaranteed speed?