Issue with Plusnet Broadband

[#1]

Hi there,

Looking for some advice on reoccurring issue with Plusnet service.

Router keeps disconnecting, red light, then orange light flashing, then blue. Over the past few months this has been occurring more frequently, and despite having an engineer out a couple months ago, issue keeps occuring.

Any ideas?

As my contract is due to end soon, I feel I have to part ways with Plusnet if issues can't be resolved.

[#2]

@bofh86 Welcome to the forums. How old is the Hub?

[#3]

As John says, give us more details. But don't do anything hasty, your problem could be a line fault which is responsibility of Openreach, and which will persist whatever your ISP.

Mike

[#4]

I've been with Plusnet for nearly 18 months, so I would imagine the router is the same age.

[#5]

As I've already had engineer out to check, and they couldn't find a fault on the line, I'm unsure what other options I have. Plus, the price I'm paying for less speed than other providers is crazy, and with it constantly loosing connection too.

[#6]

@bofh86 It does sound like a possible duff router - can you post WAN logs, please.

[#7]

Hi there,

I'm sorry to see you're having connection issues. I've tested your line and the tests aren't showing the cause for this.

Just to confirm, is your router plugged into the master telephone socket using the cables we've provided? 

[#8]

Hi Anoush,

Thanks for your reply. Yes, connected into the master, and connected with correct cable.

Would it be possible to have an upgraded router?

Kind regards,

Ian

[#9]

@bofh86 Before you go for a new Hub, it is possible there is another problem which that won't solve. Can you post the logs I asked for in message #6 please?

[#10]

Hi Ian,

I can't send you an upgraded router as the one you have is out of its 12 month warranty.

I'd recommend giving my colleagues in our Customer Option Team a call on 0800 013 2632 as we may have to recontract you in order to send a Hub Two free of charge (bar postage fee of £6.99).