Broadband is consistently offline more than it's on since 25/12

[#1]

Since yesterday my router has spent most of the time flashing Orange, and my broadband being non-existent. When I do get a connection I'm lucky if it's stable for more than a few minutes at a time. I've tried more re-sets of the router than I can count, and seem to spend most of my time on the Plusnet Hub Manager. As I type I've had a connection for at lest 5 minutes, so I guess this really must be the time of miracles!! In all the years I've been with Plusnet I've never had service this absymal. So much for paying more for a better package.

[#2]

@fandango Are you really still on ADSL, or are you on an FTTC connection? This sounds like a BT network issue, rather than a PN one, tbh.

[#3]

You're correct, jab1, I am indeed on an FTTC! Think I just got over excited that I was actually on line long enough to actually post something 

[#4]

OK, @fandango , in that case I will post my FTTC 'help-sheet' below.

For Community members to be able to help, information from these two sites:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection please report the 'Additional Diagnostics', and sight of the Help Desk tab from your Hub would be a start.

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of you phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

[#5]

Hi @fandango,

I'm sorry to hear that you're experiencing issues with the service. I've had a look over the account this morning and I've detected a potential landline fault, though test results indicate that this is being caused by your equipment/it is your own equipment in the property at fault. Have you had a chance to try out @jab1's suggestion yet? If so, please let us know how this went. In the meantime, I'd recommend setting the router or home phone up within the Test Socket in the property to see if this improves the situation. For reference, we have a guide on how to do this here.

If none of the above has helped to resolve the fault, we'd need to arrange an engineer visit to investigate further. I've raised a support ticket on your account concerning this, which can be accessed here. Once you've had a chance to read and respond to the ticket, please post an update on here and we'll pick this back up for review as soon as possible.

[#6]

Hi

I've attached screenshots of the test results as requested.

[#7]

Thank you for getting back in touch with us @fandango. I can see that you've updated the ticket on the account as well and so I've responded through there. Please post in this thread once you've had a chance to read the support ticket and I'll pick this back up for review as soon as possible.

[#8]

Hi. Thanks for the reply. I have sent a response on the support ticket.

[#9 · Accepted solution]

Thanks for your time on the phone tonight @fandango. I've updated the ticket again following our call.

[#10]

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.

[#11]

This thread can now be closed, please, as my connection has now been stable for several days and the problem resolved.

[#12]

@fandango The theads are never 'closed' as such, but if you want to mark it 'solved', pick the reply which you consider resolved it, and click the big green 'This solved my problem' button.