topic Re: No internet after Fibre upgrade. in Full Fibre

No internet after Fibre upgrade.

Darkenrose — Thu, 08 Feb 2018 20:08:27 GMT

Hi,

My upgrade to Fibre was completed today, but I have no internet access.
I've checked through all the troubleshooting options, but the orange light on the Hub remains on, along with an orange 'b' broadband light. The Hub tries to connect every few minutes but fails every time. This has been going on since about 10am.

I'm getting very concerned as I'm part way through an online exam that has to be submitted by the end of the week, from my IP address - so it's going to cause me major problems if I remain without internet access for much longer.

Is it possible to check whether my account's been activated properly?

Thank you.

Re: No internet after Fibre upgrade.

Baldrick1 — Thu, 08 Feb 2018 21:14:03 GMT

Have you tried a factory reset on the Hub One by putting a paperclip or similar through the reset hole and holding the switch closed for 20_30 secs.

I trust that you have paid for a static IP address.

Re: No internet after Fibre upgrade.

Darkenrose — Thu, 08 Feb 2018 22:36:34 GMT

Yep ... that's one of the many things I've tried. It doesn't produce any different result - after a green and a brief blue light, the Hub flashes orange and then settles down to a static orange light and flashing orange broadband light. Every 2-3 minutes it attempts to connect, and fails.

It's getting a tad frustrating.

Re: No internet after Fibre upgrade.

Baldrick1 — Thu, 08 Feb 2018 23:00:03 GMT

There's a chance that it will spring into life overnight automatically. I would leave it until tomorrow.

If it's still not working tomorrow then go into the router admin pages and see if there is any indication that the router is in sync. It could be that Plusnet have failed to activate at their end. Also look for any indication that the modulation is set to G.993.2. If these are not present it's probably Openreach who have screwed up.

Re: No internet after Fibre upgrade.

Darkenrose — Fri, 09 Feb 2018 09:23:46 GMT

Many thanks for taking the time to reply: it's much appreciated.

I think you're right ... see if anything magically takes place overnight. I took a look through the admin pages I can access, anyway (several are inaccessible without a connection). Is the sync info the data rate? That's showing at the sort of speeds I'd expect with a fibre connection (data rate 20000 / 79995). Modulation is G.933.2 Annex B.

Weirdly, all the events in the event log appear to be dated 11 April. Which isn't reassuring.

I'll see what it's like tomorrow. Night!

UPDATE: No change this morning ...

Re: No internet after Fibre upgrade.

Baldrick1 — Fri, 09 Feb 2018 09:48:05 GMT

OK. This is telling us that Openreach have done their bit and you are connected to the fibre cabinet. It looks like Plusnet have failed to do their bit. Unless a staffer comes along here you need to contact Plusnet either by phone or if you have alternative broadband access, live chat.

Re: No internet after Fibre upgrade.

Darkenrose — Fri, 09 Feb 2018 10:20:38 GMT

I've just come off the phone to them (was phoning while you were replying!).

Plusnet are confirming that the line is in sync and activated but that there's been no data throughput since just after it was switched over yesterday morning. No issues with the set-up at my end so some sort of fault with the line is suspected and further tests will be carried out over the next 24 hours, with poss engineer visit if still no joy with that.

Which means I'll have to start this online exam all over again from scratch at another date, if they'll let me ....

Would really appreciate any more information from a staffer if one sees this!

Re: No internet after Fibre upgrade.

Baldrick1 — Fri, 09 Feb 2018 11:51:16 GMT

That's a shame. Did you pick up on my previous post regarding your needing to complete your exam from the same IP address. Unless you pay a one off £5 for a fixed address, if the connection is dropped whilst you are doing the exam there's a good chance that when it reconnects it will pick up a different IP address.

Re: No internet after Fibre upgrade.

MatthewWheeler — Fri, 09 Feb 2018 12:15:37 GMT

Sorry to hear that.

I'll get the fault ticket on your account updated shortly.

Re: No internet after Fibre upgrade.

Darkenrose — Fri, 09 Feb 2018 13:18:22 GMT

@Baldrick1 : sorry, should have answered that before. Yes, I have a static IP. I do internet assessment work and have always needed one for that

@MatthewWheeler : Many thanks. I appreciate that.

Re: No internet after Fibre upgrade.

MatthewWheeler — Fri, 09 Feb 2018 14:06:09 GMT

Can you respond to the text I've just sent?

FYI there's availability for tomorrow as well

Re: No internet after Fibre upgrade.

Darkenrose — Fri, 09 Feb 2018 14:22:54 GMT

@MatthewWheeler
Seen it, and replied. I can fit around whenever the engineer's available.

Thanks again!

Re: No internet after Fibre upgrade.

MatthewWheeler — Fri, 09 Feb 2018 14:23:48 GMT

I'm just getting that booked in for you now.

Re: No internet after Fibre upgrade.

Darkenrose — Fri, 09 Feb 2018 14:59:28 GMT

Thank you!
I'll post an update next week, once the engineer's been.

Re: No internet after Fibre upgrade.

MatthewWheeler — Tue, 13 Feb 2018 15:01:16 GMT

From what I can see this is sorted now?

Let us know if you're still having issues.

Re: No internet after Fibre upgrade.

Darkenrose — Tue, 13 Feb 2018 19:33:57 GMT

Yes - all up and running again now! It seemed to be down to a fault at the exchange. Thanks so much for all your help.

I'm currently getting upload speed as would be expected (about 18-19Mbps) but download is unchanged from before and is usually about 17Mbps. Is the download speed likely to increase, or does further investigation need to be done?

(The line was up early enough on Saturday to enable me to get on with my exam. I completed it before the deadline on Sunday and I'm delighted to say that I passed! - and have been accepted for a job as a result. Me and my bank account really appreciate the quick response in getting an engineer sent out )

Re: No internet after Fibre upgrade.

MatthewWheeler — Tue, 13 Feb 2018 19:49:14 GMT

Glad to hear it's sorted.

You should be seeing higher speeds then that.

Can you carry out a speedtest here over a wired connection?

Re: No internet after Fibre upgrade.

Darkenrose — Tue, 13 Feb 2018 20:19:20 GMT

Nevermind - speed is sorted.

The speeds I was quoting were from a test I carried out this morning. I've just done another, and the download speed has sorted itself out. The BT site is showing a download speed of 257Mbps (!) and the checker in the Plusnet member centre shows a rather more likely 74Mbps. Which I'm very pleased with!

Re: No internet after Fibre upgrade.

Darkenrose — Tue, 13 Feb 2018 20:22:17 GMT

Plusnet speed check result

Re: No internet after Fibre upgrade.

Baldrick1 — Tue, 13 Feb 2018 21:09:10 GMT

I have read elsewhere that the very high BT result is a 'feature' of using the latest Chrome browser.