topic Re: No Internet,,, in Full Fibre

No Internet,,,

SteveA — Wed, 20 Oct 2021 00:21:43 GMT

Anyone got any idea what

"Check the DSL settings such as VLAN ID. Contact your Internet service provider to confirm if your line is in good condition"

on a Vr600 means?

Connectiion has gone down and wont come back up, I've unplugged and replugged everything but its still sulking.

No PN support out of working hours as far as I can see

I dug out my old PN Hub 1 - that just flashes the Orange bar and the Red broadband light.

Already connected to the test socket, so I guess its a BT issue that might sort itself out....

Re: No Internet,,,

SteveA — Wed, 20 Oct 2021 05:53:37 GMT

It came back around 02:10am. So was down for about 2 hours.

So I guess it was either a planned BT outage or an unplanned one.

Re: No Internet,,,

LaurenB — Wed, 20 Oct 2021 08:44:26 GMT

Hiya @SteveA, thanks for getting in touch. I'm really sorry for the issues with the service.

I have tested the line and this hasn't highlighted anything that could have caused the issue so likely just some maintenance or small outage.

I'm really sorry for the inconvenience that was caused and don't hesitate to get back to us should you have any further queries.

Re: No Internet,,,

SteveA — Wed, 20 Oct 2021 11:29:04 GMT

@LaurenB - Its a pity there isn't a way of checking with Openreach for outages. I know that at one time PN published details on Scheduled maintenance but I couldn't find it last night.

I wouldn't have known but my wife was chatting to our son in the USA when the line went down and she woke me up. I then didn't sleep well as I was on call and was dreading getting a call out and having to use my mobile phone as a hot spot.

My connect speed has dropped a bit as I've had quite a few drops over the past couple of weeks - it was over 50... Hopefully it will creep back up

Re: No Internet,,,

LaurenB — Wed, 20 Oct 2021 14:23:44 GMT

Thanks for getting back to me. I'm sorry for the issues.

I've actually just retested your service to have a check over the sync speed and the test is now showing that there's an open incident affecting your line. This shows as the start time around midday with the expected time to be resolved currently set at around 3pm tomorrow afternoon. It's quite possible this is connected to the issues you had in the early hours this morning!

I'm really sorry for the inconvenience this causes in the meantime!

Re: No Internet,,,

SteveA — Wed, 20 Oct 2021 17:41:17 GMT

@LaurenB - that's interesting, it will be interesting to see what happens