topic Re: Nearly 6 Weeks without a working service in Broadband

Nearly 6 Weeks without a working service

elcorris — Sun, 06 Aug 2023 15:00:16 GMT

Hi,

So, I moved into a new property on the 26th of June. The internet was set up for the move with the same hub to the new property for that date. I know that it takes a while for internet to come through to a new property and gave it a while. I have made many calls to the support team, who are extremely polite and kind. I do not need to be told sorry any longer and I will need a working service or I will be cancelling my package.

The current climate of bills and payments is too much to not receive a service within five weeks. I regularly used to work from home and have had to tell my bosses I can work around the internet not coming through and it is becoming embarrassing. I have logged in with my @plusnetdsl.net username on the hub and reset and shut down for ten minutes many times. I have a blue light on the hub and it rarely drops out. No internet.

I am told regularly it is an openreach issue or an issue with the actual order, passed to the wholesale team, then to the CAT team. I have been told to contact the ombudsman if I have more problems at one stage. Surely I don’t have to contact the ombudsman. What a faff.

My experience with staff has been lovely. I am faulting the providing of service.

Please get this sorted.

Re: Nearly 6 Weeks without a working service

jab1 — Sun, 06 Aug 2023 15:11:37 GMT

@elcorris Sorry you have to resort to posting on the forum - after waiting five weeks for a useful response from my ISP, I would be fuming angry too.

As you appear to have a connection (blue light), I fail to see how it can be an OR issue, or one with the order, TBH.

Assuming you have a Hub2, can you pst a screenshot of your'Technical Log', as in the pictue below

Re: Nearly 6 Weeks without a working service

elcorris — Sun, 06 Aug 2023 15:16:06 GMT

Hi,

I am actually on a hub one. I was told to bring it with me from the previous property.

Re: Nearly 6 Weeks without a working service

jab1 — Sun, 06 Aug 2023 15:20:06 GMT

OK.If it is a Hub1, what about this page:

Re: Nearly 6 Weeks without a working service

elcorris — Sun, 06 Aug 2023 15:38:32 GMT

Hi,

Trying to post an image, but it doesn’t like me. The screen reads:

Line State: Connected
connection time: 0 Days and 11 minutes (just tried another reset)
Downstream: 55mbps
Upstream: 14.99mbps

Re: Nearly 6 Weeks without a working service

jab1 — Sun, 06 Aug 2023 15:45:42 GMT

OK. So you have a working connection, as demonstrated there. Forgive the multiple questions here, but I'm just trying to see if I can spot something you can take back to PN and say 'this is what needs sorting'.

If you have a blue light, your username and password correct, what does it say on the 'Settings'>'broadband' page?

Re: Nearly 6 Weeks without a working service

RobPN — Sun, 06 Aug 2023 15:46:20 GMT

@elcorris wrote:

... I have logged in with my @plusnetdsl.net username on the hub and reset and shut down for ten minutes many times. I have a blue light on the hub and it rarely drops out. No internet.

@elcorris

Unless the bolded part above is a typo just in your OP, if you're trying to login using that you're unlikely to succeed!

It should be username@plusdsl.net

Re: Nearly 6 Weeks without a working service

jab1 — Sun, 06 Aug 2023 15:48:25 GMT

Good spot, @RobPN 👍

Re: Nearly 6 Weeks without a working service

elcorris — Sun, 06 Aug 2023 15:48:41 GMT

Yep, that was a typo. Got excited there. I’m logging in with plusdsl

Re: Nearly 6 Weeks without a working service

elcorris — Sun, 06 Aug 2023 15:49:34 GMT

“You are already connected to the internet. No further set-up is needed”

Re: Nearly 6 Weeks without a working service

jab1 — Sun, 06 Aug 2023 15:52:03 GMT

What about the Connect/Disconnect button to the right of that statement?

Re: Nearly 6 Weeks without a working service

Dan_the_Van — Sun, 06 Aug 2023 15:52:05 GMT

Actually connected just means you have a DSL connection, you need to check the Internet tab as that will display if there is one

It should look something like this.

Dan

Re: Nearly 6 Weeks without a working service

elcorris — Sun, 06 Aug 2023 15:54:22 GMT

Just a disconnect button

Re: Nearly 6 Weeks without a working service

jab1 — Sun, 06 Aug 2023 15:56:25 GMT

OK - so you are connected. What does the page posted by @Dan_the_Van look like?

Re: Nearly 6 Weeks without a working service

elcorris — Sun, 06 Aug 2023 16:13:55 GMT

Hi,

Okay sorry for flying off track, but I decided to have a looksee into the event log on the hub one and I have noticed I am on an older firmware maybe? 4.7.5.1.83.8.263 last updated unknown when I look in help desk also. I am also seeing NTP synch failures. I’ll have a look at the screen Dan the van sent through

Re: Nearly 6 Weeks without a working service

jab1 — Sun, 06 Aug 2023 16:16:07 GMT

@elcorris The f/w shouldn't be the issue, but I'll tag @bobpullen and see if he can update it for you, anyway.

Re: Nearly 6 Weeks without a working service

elcorris — Sun, 06 Aug 2023 16:22:18 GMT

Hi,

I have looked at the advanced/broadband/internet screen and I am seeing

connection time 0 days, 00:02:21
Data transmitted : 0.3mb / 0.0mb
Username
Password

Then the tcp/ip settings below

Re: Nearly 6 Weeks without a working service

Dan_the_Van — Sun, 06 Aug 2023 16:27:32 GMT

Are you posting from a mobile phone?

Need to see what is being displayed

If you enable use desktop site then you'll be able to post pictures using icon

Dan

Re: Nearly 6 Weeks without a working service

jab1 — Sun, 06 Aug 2023 16:27:55 GMT

What happens when you try to access a website? From an earlier post, it sounds as though you have no synchronisation.

Re: Nearly 6 Weeks without a working service

elcorris — Sun, 06 Aug 2023 16:38:43 GMT

Just says server not found when trying to access a website