topic Re: No internet today in Full Fibre

No internet today

Dangerjohn — Fri, 03 Dec 2021 19:00:01 GMT

Total lack of broadband. It’s been drooping out every now and then recently but dead today.
not sure if my router is dead. Wireless still actually works

Re: No internet today

jab1 — Fri, 03 Dec 2021 19:14:05 GMT

@Dangerjohn Those two reports indicate that you certainly have a problem somewhere - I notice your BTW report indicates you have a 'bridge tap' - usually caused by a problem with internal wiring, more on that later.

Your line is not the best, as the attainable speeds show, but you do have the option of FTTP, which would solve the problem, but would mean leaving PN as they don't have an FTTP product available, and are very reluctant to say when it might be available.

As an intermediate remedy, can you plug the Hub into your Test socket behind the faceplate on your main phone socket via a filter.

Before doing that though, please post your Hubs Help Desk page.

Re: No internet today

Dangerjohn — Fri, 03 Dec 2021 19:37:54 GMT

Hi, I won't be able to do the Test socket thing until tomorrow morning.
Also, I don't have a Hub. I have a different router. Would there be an equivalent page?

Re: No internet today

jab1 — Fri, 03 Dec 2021 19:45:41 GMT

OK. Which modem/router do you have? Do you have the PN Hub hiding anywhere, as that gives readable data, which a large number of other equipment doesn't.

No problem with the test socket - the data I would like is that from your current situation - i.e. from a standard configuration.

Re: No internet today

adam945 — Sat, 04 Dec 2021 08:07:44 GMT

Good morning @Dangerjohn

Thanks a lot for getting in touch on our Community Forums and I'm sorry to hear that you're having problems with your broadband service. I've checked the line this morning and can confirm that it's being affected by a Major Service Outage in the local area - Incident ID: IMT94923/21

Openreach are aware of it and will be working to get it resolved as soon as possible. At the moment though, the estimated resolution time / date is 10/12/2021. This might change, and the issue might be resolved sooner, though that's the only information we have at the moment.

Please accept our apologies for the frustration caused by this.

Re: No internet today

Dangerjohn — Sat, 04 Dec 2021 09:42:43 GMT

Ok.thank you

Re: No internet today

Dangerjohn — Sat, 04 Dec 2021 09:43:29 GMT

Thanks for your help. I know it's definitely a problem outside now.

Re: No internet today

adam945 — Sat, 04 Dec 2021 12:19:24 GMT

No problem at all, give us a shout if you need anything else in the meantime.

Re: No internet today

Dangerjohn — Sun, 05 Dec 2021 09:45:27 GMT

Any update? I now have a DSL synchronised light on my modem but no Internet.

Re: No internet today

jab1 — Sun, 05 Dec 2021 10:02:05 GMT

What does your modem/router report - If you tell us which it is, maybe we can aim you in the direction of the details we need ?

Re: No internet today

adam945 — Sun, 05 Dec 2021 13:03:02 GMT

The MSO is still live on our end unfortunately, so it wouldn't surprise me if you're still unable to establish a working connection. Nevertheless,. if you're seeing the blue light on your router, it might be worth accessing your Plusnet Hub One Manager to see whether you're logged in with the correct credentials.

Re: No internet today

jab1 — Sun, 05 Dec 2021 13:36:01 GMT

@adam945 The OP is not using the Hub, but neither has he said what he is using.

Re: No internet today

adam945 — Sun, 05 Dec 2021 17:12:30 GMT

Oh yeah, sorry about that! I remember reading that yesterday.

I've just checked again when this post came back through, still no updates on the MSO and the same ERT of 10/12/2021 is on the open incident.

Re: No internet today

Dangerjohn — Sun, 05 Dec 2021 17:15:11 GMT

Hi, sorry for lack of response.
I have an Archer Vr2800. All credentials are correct.
I have found out from local FB groups that lots of people in my neighbourhood have no Internet from various ISPs. (Sky and EE)

Re: No internet today

jab1 — Sun, 05 Dec 2021 17:27:01 GMT

@Dangerjohn Yep, as @adam945 points out, there is a Major Service Outage in your area, estimated tine to resolve being 10/12/21 - next Friday, although it may be cleared before then.

Re: No internet today

TheMightyAJ — Mon, 06 Dec 2021 12:42:23 GMT

I'm really sorry for any inconvenience that this may have caused and may continue to cause throughout the week @Dangerjohn. Please let us know if you're continuing to experience issues once Friday has come and we'll be happy to follow up on this and look for any updates that may be available at the time.

As a slight side note, one thing I'd recommend doing is carrying out a factory reset on the router every now and then, as this may cause the connection to spring back to life once the suppliers believe they've resolved the MSO. That having been said, the next update is still estimated to come through on the 10th.

Re: No internet today

Dangerjohn — Sat, 11 Dec 2021 07:21:30 GMT

So, it came back on yesterday. Everyone happy yay!
I reset everything, Alexa, Sky box. I wake up this morning and its gone again. [-Censored-].

Re: No internet today

jab1 — Sat, 11 Dec 2021 07:41:29 GMT

@Dangerjohn I probably won't be able to make much sense of them, but does your modem/router have any logs which may give us an idea of what is happening?

Re: No internet today

Dangerjohn — Sat, 11 Dec 2021 08:24:38 GMT

There's just a system log and that's 63 pages of this. All date stamped 01/01/2016

I just think whatever Openreach fixed yesterday broke during the night.

Like I said, some neighbours also had nothing for a week and it came back yesterday. Too early to find out if they've lost it again yet.

Re: No internet today

jab1 — Sat, 11 Dec 2021 08:39:58 GMT

'As I suspected - no useful/readable information but one point I note - it hasn't picked up the correct time (01.01.2016 @0028) which suggest the connection has only been 'up' 28 minutes, and if they are the latest entries, it appears you are still not properly connected.