topic Re: No internet access in Broadband

No internet access

hansifan — Wed, 31 Aug 2022 00:09:01 GMT

Typing this via a "Three mobile broadband dongle"

For the last 7 hours I have had no broadband internet access.

I've disconnected and restarted by Netgear D6400 ADSL router several times, all the cable connections are correct. My Internet IP address shows as 0.0.0.0.

All my internal LAN connections are working, just no internet.

Windows 10's troubleshooter states:

"The connection between you access point, router or cable modem and the internet is broken."

Re: No internet access

Baldrick1 — Wed, 31 Aug 2022 06:55:58 GMT

@hansifan

The easiest way t report your fault is tp use the mobile bot. See https://www.plus.net/help/report-a-problem/

Re: No internet access

hansifan — Wed, 31 Aug 2022 08:04:18 GMT

@Baldrick1

Just done it, Thanks. It turns out that it's,

Due to an incident in your local area.

Incident detected: 30-Aug-2022 19:53

Estimated clear: 01- September-2022 22:04"

Re: No internet access

hansifan — Thu, 01 Sep 2022 19:56:38 GMT

@Baldrick1

Had text this afternoon

"Hi, it's the PlusNet Diagnostics bot here.
We wanted to let you know that the fault you reported to us is now fixed.
Please turn your router off and on, and your service should be fully restored.
Thanks for your patience"

Needless to say, the fault hasn't been cured and I still don't have Internet access.
So I sent the Help text again.

Message I got back this time was.

"We have detected a fault located outside of your property. Your fault has now been raised with our suppliers for further investigation. Access to the property is not required at this stage
They aim to investigate and resolve the issue in the next 3 working days."

So that will make it five days without internet access, so I still have to rely on the 3 mobile broadband dongle, my mobile phone data.

Re: No internet access

hansifan — Thu, 01 Sep 2022 20:35:52 GMT

It's just come back on.

Re: No internet access

Baldrick1 — Fri, 02 Sep 2022 07:11:22 GMT

@hansifan

"They aim to investigate and resolve the issue in the next 3 working days."

The key words are the next, It's not "They aim to investigate and resolve the issue in 3 working days." If it's a simple fault such as a configuration error they will fix it quickly. If the investigation within 3 working days detects an uderground fault that needs, for example, a busy road to be dug up, needing council permission, traffic lights etc., it can be off for weeks.

Thanks for coming back and reporting that all is now well.

Re: No internet access

hansifan — Fri, 02 Sep 2022 19:49:14 GMT

I should probably clarify, that my property is a tenth-floor flat. So presumably the fault was outside the building somewhere, because came outside of my flat.

Re: No internet access

hansifan — Fri, 02 Sep 2022 22:28:41 GMT

That should read:

"No one came to the outside of my flat."

Re: No internet access

adamwalker — Wed, 07 Sep 2022 15:28:02 GMT

Hi @hansifan, I've just checked your account and it looks like this has since been resolved. Please do get back to me if there's still an issue and I'll get on the case for you.

Re: No internet access

hansifan — Wed, 07 Sep 2022 16:48:37 GMT

@adamwalker

Yes, everything is working fine now.

It came back between 21:30 - 22:00 on Thursday evening.

Thanks for checking.

Re: No internet access

adamwalker — Wed, 07 Sep 2022 17:15:40 GMT

No worries, I'm glad to see that's fine now and cheers for the update.