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My parents have had issues with the broadband dropping out. We have swapped over to Plusnet as John Lewis will shortly be ending broadband services.
The router shows blue (which is broadband active and connected), but the broadband keeps dropping out, light changing to orange (hub is working but you are not connected to the internet).
Both the John Lewis and now the Plusnet broadband keeps on having the same issue. Now apparently they have tested the line and cannot find a fault. I have done all the usual trying new cable and filters, it makes no difference.
What else can I do or try please?
My parents live in an old cottage and I did notice yesterday that the master BT socket in the house is still the original, so it will be over 35 years old.
My PlusNet router has also recently started doing this.
Happens at random times and sometimes it's resolved within seconds and just looks like slow internet. Sometimes takes a minute or two to resolve and you notice the orange light on the router.
Not been able to trace it down to anything yet. Don't know if the router does auto-updates on its FW but thats the next thing on my list to try ....
This might sound like a stupid question, but have you switched it off and on again? We’ve had similar sounding issues in the past, and switching the router off and back on seemed to help. With some of our routers over the years, we had to switch it off and back on about once a week to prevent problems.
I switched to Plusnet a few years ago thinking it was basically cheap BT broadband. It was nothing of the sort and was utter shite with dropouts all the time so I swapped back to BT and all my problems went away. Basically there was a poor connection on one of the pairs in the cabinet but Plusnet could not find it.
I'm back with Plusnet after a house move and their support so far has as I remember it was pretty good. There was some problems a couple of nights ago but looking at downdetector it wasn't just Plusnet. Mine was a bit dodgy for a wee while yesterday with slow speeds but it seems to be ok again now.
You had a new BB Box so I assume you used all the new
cables and filters?
That would be my first port of call.
Take out the house phone if its old and try it for a day. Note it should not be an issue but try it.
Plug the router into the master socket no extensions and see what happens.
If the Master socket is old more than 10 years it's probably an issue a 5c face plate would be old by today's standards.
Has the plate got openreach or BT stamped on it if it's BT or even GPO it's years old.
It could be the drop wire the line to the pole water ingress plays havoc.
Next it's logging into the router and looking for packets loss and drop outs .
Do the easy stuff first
I had an issue with my ADSL about eight years ago where the cable from the local cabinet to the property was damaged. I was with Plusnet at the time and they said if no fault was found I would be charged for the engineer time. I had tried a different router, cable etc. so was confident that it was an external issue.
Many of the BT cabinets around me are in a pretty poor state - highly corroded so water can get at the cables inside.
I would be checking how much extra a fibre to the premises connection would be.
Moved to a Plusnet supplied router recently. "You are not connected to the Internet" is now my home page. All the ***** time.
What's the voice quality like?
Photos would help, but I'd be leaning towards BT / Openreach.
If there are any internal extensions, disconnect them.
I've been with Plusnet for years (and their previous incarnation Metronet). Support has been very good. I recently had issues with regular slowing down of my connection. They couldn't find a fault so sent out a BT engineer who swapped the master socket and then apparently switched some stuff in the exchange. Job jobbed.
When link is up try calling the phone line. If it drops it’s a faulty filter.