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Confirm Engineer Appointment

theograham1612
Grafter
Posts: 215
Registered: 04-09-2013

Confirm Engineer Appointment

Hi,
I have an engineer coming tomorrow between 8am and 1pm to install fibre optic.
Can you confirm it's been booked?
Theo
30 REPLIES
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Confirm Engineer Appointment

Hi Theo,
It's booked in tomorrow for you between 8am-1pm. Let us know how you get on.
theograham1612
Grafter
Posts: 215
Registered: 04-09-2013

Re: Confirm Engineer Appointment

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
Plusnet Help Team
Plusnet Help Team
Posts: 12,811
Thanks: 108
Fixes: 34
Registered: 27-04-2007

Re: Confirm Engineer Appointment

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?

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
theograham1612
Grafter
Posts: 215
Registered: 04-09-2013

Re: Confirm Engineer Appointment

Hi Adam,
Everything is connected.
All the lights are on.
Plusnet Help Team
Plusnet Help Team
Posts: 12,811
Thanks: 108
Fixes: 34
Registered: 27-04-2007

Re: Confirm Engineer Appointment

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
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
theograham1612
Grafter
Posts: 215
Registered: 04-09-2013

Re: Confirm Engineer Appointment

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.
Community Veteran
Posts: 6,364
Thanks: 490
Fixes: 45
Registered: 30-07-2007

Re: Confirm Engineer Appointment

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.
Plusnet Help Team
Plusnet Help Team
Posts: 12,811
Thanks: 108
Fixes: 34
Registered: 27-04-2007

Re: Confirm Engineer Appointment

Thanks Theo,
I'm going to advise reporting a fault in that case.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
theograham1612
Grafter
Posts: 215
Registered: 04-09-2013

Re: Confirm Engineer Appointment

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>
Community Veteran
Posts: 3,274
Thanks: 339
Fixes: 12
Registered: 24-10-2013

Re: Confirm Engineer Appointment

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.
theograham1612
Grafter
Posts: 215
Registered: 04-09-2013

Re: Confirm Engineer Appointment

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>
Community Veteran
Posts: 6,364
Thanks: 490
Fixes: 45
Registered: 30-07-2007

Re: Confirm Engineer Appointment

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
Community Veteran
Posts: 3,274
Thanks: 339
Fixes: 12
Registered: 24-10-2013

Re: Confirm Engineer Appointment

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.
theograham1612
Grafter
Posts: 215
Registered: 04-09-2013

Re: Confirm Engineer Appointment

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.