Confirm Engineer Appointment

[#1]

Hi,
I have an engineer coming tomorrow between 8am and 1pm to install fibre optic.
Can you confirm it's been booked?
Theo

[#2]

Hi Theo,
It's booked in tomorrow for you between 8am-1pm. Let us know how you get on.

[#3]

So engineer came.
Said everything is connected and got me to sign and left, but I can't get on the internet, my laptop says no internet access.
Thanks
Theo

[#4]

Morning Theo,
I've just been running diagnostic tests that seem to indicate that the modem might not be powered up or connected.
Can you check that for us please?

[#5]

Hi Adam,
Everything is connected.
All the lights are on.

[#6]

Hi Theo,
Same result I'm afraid.
That could be a symptom of the fault but just to make absolutely sure do you have both the router and modem connected up correctly and powered up?
Also can you run me through exactly which lights are on and if any are not lit or flashing?
If we can be sure everything is set up correctly on your side the next thing would be to raise a fault: http://faults.plus.net

[#7]

That might have been me, I was trying the old router to check to see if that worked.
Basically everything is plugged in, all lights are on, none are red.
On the router the ethernet and internet light flash green and on the modem the lan 1 light flashes green.
Everything is working as it should but on my laptop I'm told there is no internet access, I've tried both wired and wireless.

[#8]

Quote

On the router the ethernet and internet light flash green and on the modem the lan 1 light flashes green.

That sounds like the modem and router are working fine. First thing to check is that your laptop is getting an IP address correctly from the router. Not knowing how knowledgeable your are and assuming you are running Windows on the laptop

Quote

click start on desktop and type cmd and press enter a small black window opens in here type "ipconfig" without quotes and press enter right click the black window and select all then press enter on keyboard. this copies the results to clipboard then paste here the results.

[#9]

Thanks Theo,
I'm going to advise reporting a fault in that case.

[#10]

Hi MisterW,
Here you go -
Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.
C:\Users\Theo>ipconfig
Windows IP Configuration

Ethernet adapter Bluetooth Network Connection:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
Ethernet adapter Local Area Connection:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
Wireless LAN adapter Local Area Connection* 11:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
Wireless LAN adapter Wi-Fi:
  Connection-specific DNS Suffix  . : lan
  Link-local IPv6 Address . . . . . : fe80::c9a0:4043:4010:242e%13
  IPv4 Address. . . . . . . . . . . : 192.168.1.64
  Subnet Mask . . . . . . . . . . . : 255.255.255.0
  Default Gateway . . . . . . . . . : 192.168.1.254
Ethernet adapter Ethernet:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
Tunnel adapter isatap.lan:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . : lan
Tunnel adapter Local Area Connection* 14:
  Connection-specific DNS Suffix  . :
  IPv6 Address. . . . . . . . . . . : 2001:0:c612:12e:143d:f4b:3f57:febf
  Link-local IPv6 Address . . . . . : fe80::143d:f4b:3f57:febf%19
  Default Gateway . . . . . . . . . : ::
C:\Users\Theo>

[#11]

i would advise testing it using Ethernet cable rather than wifi, to rule out wifi issues.
turn off wifi, connect ethernet, and test it again.

[#12]

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.
C:\Users\Theo>ipconfig
Windows IP Configuration

Ethernet adapter Bluetooth Network Connection:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
Ethernet adapter Local Area Connection:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
Wireless LAN adapter Local Area Connection* 11:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
Wireless LAN adapter Wi-Fi:
  Connection-specific DNS Suffix  . : lan
  Link-local IPv6 Address . . . . . : fe80::c9a0:4043:4010:242e%13
  IPv4 Address. . . . . . . . . . . : 192.168.1.64
  Subnet Mask . . . . . . . . . . . : 255.255.255.0
  Default Gateway . . . . . . . . . : 192.168.1.254
Ethernet adapter Ethernet:
  Connection-specific DNS Suffix  . : lan
  Link-local IPv6 Address . . . . . : fe80::4cc5:2b1b:1d8e:8b1b%12
  IPv4 Address. . . . . . . . . . . : 192.168.1.66
  Subnet Mask . . . . . . . . . . . : 255.255.255.0
  Default Gateway . . . . . . . . . : 192.168.1.254
Tunnel adapter isatap.lan:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . : lan
Tunnel adapter Local Area Connection* 14:
  Connection-specific DNS Suffix  . :
  IPv6 Address. . . . . . . . . . . : 2001:0:c612:12e:3c02:ca1:3f57:febd
  Link-local IPv6 Address . . . . . : fe80::3c02:ca1:3f57:febd%19
  Default Gateway . . . . . . . . . : ::
C:\Users\Theo>

[#13]

Excellent, that looks fine, the significant part is this

Quote

Wireless LAN adapter Wi-Fi:   Connection-specific DNS Suffix  . : lan   Link-local IPv6 Address . . . . . : fe80::c9a0:4043:4010:242e%13   IPv4 Address. . . . . . . . . . . : 192.168.1.64   Subnet Mask . . . . . . . . . . . : 255.255.255.0   Default Gateway . . . . . . . . . : 192.168.1.254

You are getting an IP address and gateway from the router.
Can you try logging into the router and checking on it's home page that it shows 'connected' . See the faq here for how to do that http://www.plus.net/support/broadband/hardware/technicolor-582n-faqs.shtml

[#14]

you didn't turn off WIFI though, so you have both wifi and ethernet connected.
turn off wifi and test only using ethernet, and when i say test i don't mean provide an ipconfig, i mean test for internet connection by connecting to the router and seeing what the status says.

[#15]

I have tested with both wireless and wired and the result is the same, no internet access.
My router is also telling me that I am connected. I don't understand I was fine yesterday. Is it possible the engineer has done something wrong, as he was switching me over to fibre optic.