Hi, I'm a long time customer and over the past month the broadband and wifi are getting bad, I had a new router sent out a few days ago, a engineer was out on xmas eve. Apparently no faults but new hub sent. I am running a netgear nighthawk R7000 for wifi as I cant seem to get the wifi around the home with the hub one, and up until these last few weeks it has been working fine, I'm now experiencing complete wifi loss, and broadband loss, a speed test showed me as have just 0.30mps download and 0.45mps upload this afternoon. I am having to restart the plusnet hub to get any internet back. I've moved everything away from the hub, its plugged into the master socket (the face plate was changed xmas eve), I've taken all my xmas decs and lights down so that's not interfering, I will be switching over to the test socket if it goes again, as I've eliminated all I could possibly think of internally, so it seems possibly a master socket issue? Is there anything else I could test before asking for the master socket to be rewired at my cost?
@Sselby123 Welcome to the forum. Before you make any further moves, could you indulge me and reply to my 'boiler-plate' fault checker?
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.
If phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.
I have done the quiet line test and it has a static noise, so not completely quiet, however I dont have a corded phone so not sure if that is what the noise is
@Sselby123 wrote: I have done the quiet line test and it has a static noise, so not completely quiet, however I dont have a corded phone so not sure if that is what the noise is
That could be an indication of a problem - how loud is it during the quiet line test? the line should be totally silent during the test apart from the quiet line test' announcement.
It's a quiet static noise but loud enough that I can hear it and if a noise in the room is made it gets louder if you understand what I mean (I have kids who dont know how to be quiet lol)
OK - sounds like it could be a factor, but could you carry out the rest of those tests in my message and paste screenshots into your next reply, please?
Yep 40/10 unlimited fibre, took a new contract 5 months ago when I had zero problems.... I will raise a fault tomorrow again, I dont normally use the home phone so never thought that could be a issue
Thanks a lot for getting in touch and I'm sorry to hear that you've been experiencing issues with your WIFI connection. Don't get me wrong, the visual radius on our end isn't spotless, though the disconnections do appear to be brief. I'll pop it below so that you can see it, and check whether the drops on there coincide with the ones you're having on your end.
You're actually on Unlimited Fibre Extra, with estimated speeds of between 55Mbps to 74Mbps , though at the moment, downstream sync speed is coming through lower, at 40.8 Mbps - so there may well still be an issue.
Going forward, are you able to remove the faceplate from your test socket, and plug your router directly into the test socket which lies behind it, and leave it in there for 48 hours?
@adam945 If the OP is on 80/20, with the phone issue he reported earlier, would a PHONE problem check be more useful? Admittedly, a test socket check would eliminate any internal issues, so may be a good idea. His upstream speed looks suspicious, too.
