Problems with Plusnet Broadband

CrazyChemist_2

Hello all,

we're having some problems with Plusnet broadband.

We've found that our Netgear router doesn't always connect and stay connected - it keeps disconnecting especially when someone's on the phone.

There is also a sound like hissing and faint bleeps in the background on the phone.

We've replaced the filter. Also on Plusnet's advice we have tried the router and filter on a different line and found it to be working, no problems.

THey've now referred the fault to BT but it's still cutting out when the phone is used and sometimes it won't connect at all.

Can anyone help diagnose it? It can't possibly be another faulty filter surely? Plusnet have since referred the fault to BT for further investigation. Typically when BT first checked it the router happened to be connected fine, and was connected for the whole day.

I've emailed Plusnet back with notice of intention to leave/migrate if this fault isn't resolved. Hope someone can help if you know what on earth is wrong with it!

CC :beer:

jakemuk

i like the bit your put leave plusnet if not fixed,

its actualy bt's line so if you went to another isp it uses the same copper pairs back to the dslam youd just be on another card, so if you kept same setup and its something your end sounds like an earthing fault/problem with filter or somethign unfiltered

have you checked all your wiring plugged it into the master socket ? with just 1 phone connected not dect cordless ?

of course u know if bt turn up and its your wiring equipment etc they will bill you

woo

i'm on plus net and had a similar issue, caused by a phone on an extension elsewhere in the house. just had a to put a filter on every socket.

even if you move you might still get this problem as it may well be the line between your house and exchange, which is all BT and Plus are just providing a service over them.

djohn2002uk

Hissing in the background on the phone and phone causing problems with broadband is almost always down to cheap or faulty filters, or sockets with other equipment on with no filter. It's almost guaranteed to be in your property so getting stroppy with Plusnet aint going to help you and getting BT out will cost you big bucks if it's in your house.

ash032

There are a couple of things you should do before BT check your line. If BT come and do the checks and the fault is with some equipment or extentions within your house then BT will charge you for the visit.

First unplug EVERYTHING from you master phone socket (the one connected to the line coming into the house)

Then plug a filter and the Router into the MASTER socket and test the router. If the problem goes away then there is a problem with something in your house (phone/filter extention) etc. Replug filters/phones/extensions one at a time and retest the router to try and find which item is the offending one. Ensure all phone have filters!

If the problem persists the the fault is either the BT line or the Filter. Replace the filter and see if that cures your problem.

I use PLusnet with a Netgear DG834G with no problems ... whatever the problem leaving plusnet will not help.

Good luck Ash...

CrazyChemist_2

Thanks for all those

I've already been asked by Plusnet to unplug all phones etc. and just leave router plugged in to master socket. It still tried to connect (flashed yellow) but then didn't go green. This happened a couple of times before I got fed up and plugged the phone back in.

As I say, we've replaced the filter already. We have two phones coming out of one filter but the hissing noise is on both of them - couldn't it be something with the line causing these problems not the filter?

If BT charge me, I can prove that the router and filter are working on a different line. Btw, Ash, I have the same router as you - it's the one with the firewall isn't it?

CrazyChemist_2

To illustrate the setup we have:


Master Socket
|
Filter
| |
Router & Two Phones (one down and one via extn upstairs)

woo

so is your upstairs extn off the filter and a splitter?
have you tried plugging the router in without a filter?

CrazyChemist_2

woo wrote:

so is your upstairs extn off the filter and a splitter?
have you tried plugging the router in without a filter?

Yes, we have just one socket (master socket) which has plugged into it a filter, where the router comes out one side the other side has a splitter which takes one line upstairs and one line to a phone downstairs.

I don't think it's necessary for a second filter because the upstairs and downstairs phones are already plugged into a filter... am I correct?

I can't plug the router in without a filter because the socket won't fit in the master socket, I'll need some sort of adapter which I don't have. Why do I need to bypass the filter too?

jakemuk

can you remove the front of the master socket 2 screws it will slide of you should then see another socket, plug into this a filter and router and test it if it syncs its something your end

CrazyChemist_2

We had the BT engineer round today who tested it and found there was a sync signal and 'everything was within tolerance limits - everything was perfect'. Bl**dy typical!

However, yesterday I got a call from BT who said that there was a 'low signal to noise ratio' between our master socket and the exchange. He said they need to get an engineer out to investigate further.

As far as I'm concerned, BT confirmed there was a problem and it's just sod's law that meant it was working when the engineer turned up today. Any ideas now? It seems to be working fine.

I wonder whether BT didn't do something they should have done when we had it activated in October and have quietly put this right now knowing they'd be in trouble if they told us? it's just a thought seeing as it was constantly disconnecting until the fault was escalated to BT...