topic Re: Static IP gone since moving house in My Account/Billing

Static IP gone since moving house

netscape — Sat, 15 Feb 2025 15:56:33 GMT

Ssome time between moving house recently and now my static IP seems to have been deactivated

I specifically asked if my static IP address would move with my connection when I moved house and was told it would and that it would remain the same otherwise I would not have proceeded.

As the option to activate a static IP is gone from the portal, please can I get it back?

Thanks

Re: Static IP gone since moving house

MisterW — Sat, 15 Feb 2025 16:11:37 GMT

Has you account name remained the same ?

Static IPs are associated with the account , so it should have remained.

As the option to activate a static IP is gone from the portal,

There is no option on the portal anymore. Static IPs are not available to anyone who doesnt already have one.

Re: Static IP gone since moving house

netscape — Sat, 15 Feb 2025 16:24:57 GMT

My account name is the same & CS said it should move with me because it was tied to my account - keeping a static IP was a major thing so I specifically asked them on the moving house call.

Its now definitely dynamic though because a dyn.plus.net IP is being assigned. On the very slim chance its something my end I've tried a changing a few router settings and rebooting all my equipment, no changes

Re: Static IP gone since moving house

MisterW — Sat, 15 Feb 2025 16:44:08 GMT

On the very slim chance its something my end I've tried a changing a few router settings and rebooting all my equipment, no changes

No , if you've already rebooted the router then there's nothing else you can do at your end.

Hopefully one of the Plusnet staff will pick up this thread and find out what's happened.

There's a escalation topic already running in the SU space regarding static IPs so I'm going to add this thread to it anyway.

Re: Static IP gone since moving house

LexLex2020 — Sun, 16 Feb 2025 16:43:18 GMT

@netscape,

Sorry to hear that!

There is no reason why the static IP should have stopped.

I have been on the account and reconfigured the static IP component.

Could you try and restart your router again and see if that worked?

I did try to call, but with it being Sunday I am glad I was not able to bother you.

Oh! I will also send you a private message with some additional info on this.

Thanks,

Lex

Re: Static IP gone since moving house

Townman — Sun, 16 Feb 2025 22:25:08 GMT

@LexLex2020

Is there any insight / forensics as to why the static IP on the ACCOUNT was list on the transition between carrier technologies?

We know this should not happen, but we have seen it happen and seen reports of CSAs briefing it will happen.

We appear to have a smoking gun…

Re: Static IP gone since moving house

Marsh — Mon, 17 Feb 2025 11:10:45 GMT

@Townman

We are not aware of a widespread issue that stops a static IP from working after a house move, other than this occasion. It is unclear if this is a one-off scenario, but it could be due to a lack of reports from CSA if they have dealt with similar cases. Upon checking this account, the component was still present but required reconfiguration. If you have seen any more examples, please update the SU topic and tag me so I can raise these to the correct team.

Re: Static IP gone since moving house

netscape — Mon, 17 Feb 2025 13:19:19 GMT

Thanks for sorting it for me. I'm away from home for a few days now but I'll confirm its all good when I get back.