Internet keeps disconnecting
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Full Fibre
- :
- Re: Internet keeps disconnecting
Internet keeps disconnecting
17-01-2022 9:17 AM - edited 17-01-2022 9:22 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
My internet keeps disconnecting, and when it goes down, I get a message about "Can't connect to Broadband" which directs me to setup a username and password. But I already have, and it actually tells me that my username is [X]@plusdsl.net. I click on the link and the password hint is still working, and I type in my password and that works fine. Then, usually a few minutes later the internet is magically back up. This time however, the power light shows as blue but the internet is not working. After a few minutes like that, the power lights starts flashing orange. I have attempted to reset the router. Now the power light is blue again.
I've got a hub one, on regular internet with a double socket. I've had plusnet for months now and I've only had the issue in the last week.
Re: Internet keeps disconnecting
17-01-2022 12:49 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hiya @prescottdevinne, I am really sorry for the issues that you are having with the service. I can certainly see there has been a high number of drops the last few days and I'm sorry for the disruption caused.
It looks like you have since raised a fault and an engineer been booked for you to get this sorted. Let us know how you get on!
Re: Internet keeps disconnecting
24-01-2022 4:04 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The internet just started doing the same thing again. It hadn't had an issue once since getting serviced, but it just went down before a big meeting at work. @LaurenB Would you be able to help?
Re: Internet keeps disconnecting
24-01-2022 6:54 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I'm really sorry to see your broadband's started to drop again.
I can see the drop so I've tested your line, but the tests aren't showing the cause. I'd recommend keeping an eye on things, and let us know if you have further drops, as we may likely need to arrange another engineer to take a closer look.
I've attached below an updated graph of your connection.
Re: Internet keeps disconnecting
24-01-2022 7:06 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
This topic has been moved from ADSL Broadband to Fibre Broadband.
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Re: Internet keeps disconnecting
29-01-2022 1:21 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hello,
It just happened again. I'm being forced to switch to my phone's hotspot much more than I'm hoping. Could the issue be with the router, if it's not the line? I'm not stressing it out with a lot of connections or 4k video or anything. This is happening some of the time while a single device is searching google.
Thanks!
Re: Internet keeps disconnecting
29-01-2022 12:31 PM - edited 29-01-2022 12:32 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks a lot for getting back to us @prescottdevinne and I'm sorry to hear that you're still experiencing issues with the service. I'll pop a visual radius and a GEA test below, the line isn't perfect (most lines aren't) but I'm not seeing anything to suggest that there's an underlying issue with the network. So I reckon you're right, and that there's an issue with the router.
I can see that you've already split the 2.4 and 5GHz SSID's, but I'll be more than happy to go into your router and run a Smart Wireless Scan. This automatically puts your router onto the best WIFI channels for your environment. This will drop the connection for a moment or two though, so I'll need the green light from yourself before I go ahead.
Re: Internet keeps disconnecting
29-01-2022 2:07 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
You've got the green light! Thanks for helping with this.
Re: Internet keeps disconnecting
29-01-2022 4:51 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Full Fibre
- :
- Re: Internet keeps disconnecting