topic Re: New customer- connected since Monday but no internet. in Plusnet Feedback

Re: New customer- connected since Monday but no internet.

mgriffiths — Tue, 12 Jan 2010 12:34:01 GMT

I have exactly the same problem. I should have been connected this Monday but have the same symptoms you describe. Did you get anywhere?
(my PlusNet username is msgriffiths)

Re: New customer- connected since Monday but no internet.

Chris — Tue, 12 Jan 2010 13:28:26 GMT

I'm testing your line at the moment, could you reply to the text I've sent you letting me know if the router is turned on? We can't detect it when testing.

Re: New customer- connected since Monday but no internet.

mgriffiths — Tue, 12 Jan 2010 13:36:29 GMT

Hi
Yes, it is switched on.
The DSL link seems fine - the broadband light stays green - but I can't connect to the internet. It always returns 'Disconnected by user'. In the router's diagnostic page it shows DSL is OK but PPP is down. I tried connecting with the BT test usernames yesterday but the same thing happened.
I was wondering if it might be related to the problem I found reported here: http://www.dslzoneuk.net/forum/viewtopic.php?f=28&t=16015 - an incompatibility between some routers (including Thomson, which I have) and some 21CN exchanges.
Thanks
Martin

Re: New customer- connected since Monday but no internet.

Chris — Tue, 12 Jan 2010 13:44:34 GMT

Quote
The DSL link seems fine - the broadband light stays green - but I can't connect to the internet. It always returns 'Disconnected by user'. In the router's diagnostic page it shows DSL is OK but PPP is down.

Every line test I've run is showing as Circuit Sync Status : Circuit NOT In Sync, so it looks as though something is amiss. I'll get the fault tested and raised to our suppliers, it may be worth testing a different router if you have one or we may be able to send one out if not.

Quote
I was wondering if it might be related to the problem I found reported here: http://www.dslzoneuk.net/...opic.php?f=28&t=16015 - an incompatibility between some routers (including Thomson, which I have) and some 21CN exchanges.

Your line isn't on 21CN so it shouldn't be that causing the issue.

Re: New customer- connected since Monday but no internet.

mgriffiths — Tue, 12 Jan 2010 13:51:12 GMT

OK, so it sounds like a problem at the exchange?
I don't have another router - if you can send one, that would be great.

Re: New customer- connected since Monday but no internet.

jelv — Tue, 12 Jan 2010 13:56:16 GMT

If you could borrow one - even if only for a couple of hours it would be far better. It might not be today that the router gets sent out, then post and couriers a all over the place due to the weather and in the meantime PN/BT won't be looking at the problem until you've tested with the replacement router.

Re: New customer- connected since Monday but no internet.

HPsauce — Tue, 12 Jan 2010 14:07:22 GMT

It smells like miswiring of cables in the exchange. Or a technical (software) misconfiguration there.
PS We do seem to have 2 peoples problems here but which reply belongs to which?

Re: New customer- connected since Monday but no internet.

mgriffiths — Tue, 12 Jan 2010 14:12:56 GMT

I think everything besides the first two messages relates to my problem.

Re: New customer- connected since Monday but no internet.

Oldjim — Tue, 12 Jan 2010 14:17:17 GMT

[Moderator's post by Jim (Oldjim) Some posts split off from here to keep two problems separate. If any are in the wrong place please use Report to Moderator to identify ]

Re: New customer- connected since Monday but no internet.

orbrey — Tue, 12 Jan 2010 16:23:18 GMT

Hi mgriffiths,
We're arranging a test router to be sent to you now, it should be with you within the next few days. If you do manage to loan one in the mean time and test that please let us know how it goes - if the fault doesn't change with different equipment then it's almost certainly a line fault and needs us to escalate it for you.

Re: New customer- connected since Monday but no internet.

mgriffiths — Tue, 12 Jan 2010 17:32:47 GMT

That's great, thanks.

Re: New customer- connected since Monday but no internet.

mgriffiths — Thu, 14 Jan 2010 15:06:06 GMT

The behaviour was identical with the test router.

Re: New customer- connected since Monday but no internet.

jelv — Thu, 14 Jan 2010 15:30:36 GMT

You need to add a comment to your open ticket to that effect - it might not get picked up from your post on here.

Re: New customer- connected since Monday but no internet.

Chris — Thu, 14 Jan 2010 16:55:05 GMT

I believe Matt gave you a call and is now raising the fault through to our suppliers, hopefully we'll get to the bottom of it soon.

Re: New customer- connected since Monday but no internet.

orbrey — Thu, 14 Jan 2010 17:07:07 GMT

Yep, just raised following a chat with a very nice lady who attempted a log in with the BT test details. As soon as we get anything back on that fault we'll let you know.

Re: New customer- connected since Monday but no internet.

mgriffiths — Fri, 15 Jan 2010 14:42:05 GMT

The engineer visited this morning. He had to go to the local exchange, and discovered we hadn't been plugged in correctly over there. Everything is now working. Thanks all for your help.