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All lights on but no connection. Please help!

arezm
Newbie
Posts: 3
Registered: 27-02-2013

All lights on but no connection. Please help!

Just got Plusnet recently set up on 25/02/2013.
The openreach engineer set up and left saying internet should work within half an hour and two days later still no internet.
All lights are on, on both the router and modem , but absoluteley no internet connection.
the network bar has a caution which after trying to diagnose, telling me the dns server is not responding.
When I do the connectivity checkon the router page it says ethernet, ppp, ip are all fine. However the internet has a cross next to it and a message saying *Connectivity to Gateway (81.146.189.4)* with a big red cross next to it too.
tried both computers and ipad to no avail, so believe it's not a software issue.
Raised it with Tech guys at Plusnet who also seem to be scratching their heads but have been excellent in trying to help.
All help is appreciated.
Thanks

6 REPLIES
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: All lights on but no connection. Please help!

I'm assuming that 81.146.189.4 is your IP address - if so I can ping it OK, so your are connected to the Internet/Plusnet fine.
This could be a Router fault or the Modem faulty. A good check would be to connect your Computer direct to the Modem.
You will need to set up a PPPoE dialler. Depending on your OS, see
http://community.plus.net/library/broadband/fibre-help-how-to-set-up-a-pppoe-dialler-in-vistawindows...;   or
http://community.plus.net/library/broadband/fibre-help-setting-up-a-pppoe-dialler-for-windows-xp/
HTH.
arezm
Newbie
Posts: 3
Registered: 27-02-2013

Re: All lights on but no connection. Please help!

Thanks for you help Anotherone.
I tried connecting directly and still no internet. i don't think my ip is 81.146.189.4
this was my ip info while directly connected to the modem:
Windows IP Configuration
  Host Name . . . . . . . . . . . . : PC
  Primary Dns Suffix  . . . . . . . :
  Node Type . . . . . . . . . . . . : Hybrid
  IP Routing Enabled. . . . . . . . : No
  WINS Proxy Enabled. . . . . . . . : No
PPP adapter Plusnet:
  Connection-specific DNS Suffix  . :
  Description . . . . . . . . . . . : Plusnet
  Physical Address. . . . . . . . . :
  DHCP Enabled. . . . . . . . . . . : No
  Autoconfiguration Enabled . . . . : Yes
  IPv4 Address. . . . . . . . . . . : 172.16.113.157(Preferred)
  Subnet Mask . . . . . . . . . . . : 255.255.255.255
  Default Gateway . . . . . . . . . : 0.0.0.0
  DNS Servers . . . . . . . . . . . : 62.6.38.125
  NetBIOS over Tcpip. . . . . . . . : Disabled
Mobile Broadband adapter Mobile Broadband Connection:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
  Description . . . . . . . . . . . : HUAWEI Mobile Connect - 3G Network Card
  Physical Address. . . . . . . . . : 00-1E-10-1F-39-39
  DHCP Enabled. . . . . . . . . . . : No
  Autoconfiguration Enabled . . . . : Yes
Wireless LAN adapter Wireless Network Connection:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . : lan
  Description . . . . . . . . . . . : Dell Wireless 1701 802.11b/g/n
  Physical Address. . . . . . . . . : E4-D5-3D-ED-2F-D3
  DHCP Enabled. . . . . . . . . . . : Yes
  Autoconfiguration Enabled . . . . : Yes
Ethernet adapter Local Area Connection:
  Connection-specific DNS Suffix  . :
  Description . . . . . . . . . . . : Realtek PCIe FE Family Controller
  Physical Address. . . . . . . . . : 24-B6-FD-10-B7-10
  DHCP Enabled. . . . . . . . . . . : No
  Autoconfiguration Enabled . . . . : Yes
  Link-local IPv6 Address . . . . . : fe80::b57d:23cf:1392:909d%12(Preferred)
  IPv4 Address. . . . . . . . . . . : 10.1.1.1(Preferred)
  Subnet Mask . . . . . . . . . . . : 255.0.0.0
  Default Gateway . . . . . . . . . : 0.0.0.0
  DHCPv6 IAID . . . . . . . . . . . : 287618813
  DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-16-E6-47-F9-24-B6-FD-10-B7-10
  DNS Servers . . . . . . . . . . . : 10.1.1.0
                                      10.1.1.100
  NetBIOS over Tcpip. . . . . . . . : Enabled
Ethernet adapter Bluetooth Network Connection:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
  Description . . . . . . . . . . . : Bluetooth Device (Personal Area Network)
  Physical Address. . . . . . . . . : E4-D5-3D-ED-2F-D4
  DHCP Enabled. . . . . . . . . . . : Yes
  Autoconfiguration Enabled . . . . : Yes
Tunnel adapter isatap.{64496CF7-1B44-4F32-9C70-9B0C479754F6}:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
  Description . . . . . . . . . . . : Microsoft ISATAP Adapter
  Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
  DHCP Enabled. . . . . . . . . . . : No
  Autoconfiguration Enabled . . . . : Yes
Tunnel adapter isatap.{DF127807-D19E-4568-ACD7-8DC6A73FEB3E}:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
  Description . . . . . . . . . . . : Microsoft ISATAP Adapter #3
  Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
  DHCP Enabled. . . . . . . . . . . : No
  Autoconfiguration Enabled . . . . : Yes
Tunnel adapter Local Area Connection* 11:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
  Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
  Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
  DHCP Enabled. . . . . . . . . . . : No
  Autoconfiguration Enabled . . . . : Yes
Tunnel adapter isatap.{A30735A2-B8B1-4956-92DF-71730309A44C}:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
  Description . . . . . . . . . . . : Microsoft ISATAP Adapter #4
  Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
  DHCP Enabled. . . . . . . . . . . : No
  Autoconfiguration Enabled . . . . : Yes
Tunnel adapter isatap.lan:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
  Description . . . . . . . . . . . : Microsoft ISATAP Adapter #5
  Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
  DHCP Enabled. . . . . . . . . . . : No
  Autoconfiguration Enabled . . . . : Yes
Tunnel adapter isatap.{4D1139A0-8CF9-42B6-9A16-92F8F4B13F97}:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
  Description . . . . . . . . . . . : Microsoft ISATAP Adapter #6
  Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
  DHCP Enabled. . . . . . . . . . . : No
  Autoconfiguration Enabled . . . . : Yes
Thanks again for helping
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: All lights on but no connection. Please help!

This looks like a BT configuration issue from my limited knowledge.
That DNS server IP address 62.6.38.125 is not a Plusnet DNS server, its the BT Wholesale page that's the default for when you can't connect/route - surprise surprise! That 172.16.113.157 is a default address assigned by your computer or the modem not sure which, it's not an Internet address of any sort. Don't know whose IP address 81.146.189.4 is then, other than it's one of BT's.
I'd give CSC a phone call, they may be able to eChat with someone at BTw and sort it if you are lucky and if someone is on that knows what to do.
Superuser
Superuser
Posts: 9,378
Thanks: 692
Fixes: 51
Registered: 06-04-2007

Re: All lights on but no connection. Please help!

It looks like the routing to Plusnet isn't in place on BT's systems, so you are only getting as far as BT's routing servers.
It might need the provisioning team to resolve this with BT tomorrow.
David
arezm
Newbie
Posts: 3
Registered: 27-02-2013

Re: All lights on but no connection. Please help!

Thank spraxyt and anotherone
Just got off the phone with them and pretty much as you guys pointed to, it seems Plusnet themselves can't get any communication with my modem either.
I was told that its most probably an authentication issue and that the provisions team will get on the case After 8.00am.
Thanks guys. I'm grateful for your help.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: All lights on but no connection. Please help!

Thanks for you time on the phone, let us know how the engineer visit goes tomorrow.