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Fibre broadband unable to connect to internet

chri5hill
Grafter
Posts: 48
Registered: ‎11-11-2008

Fibre broadband unable to connect to internet

Hi
Have been having problems for the past few days with my fibre connection keep dropping out and came home today to find I couldn't get on Internet.it keeps coming up with technicolor gateway login page and says "concentrator not reachable".been trying to connect for the last few hours.have raised a ticket but just wondered if there's any fix to it
Cheers
Chris
13 REPLIES
Justin7
Grafter
Posts: 215
Registered: ‎28-10-2012

Re: Fibre broadband unable to connect to internet

That happened to me once. I powered both boxes down for twenty minutes then switched on modem (bt box) and when that lit up as normal I switched on router. Hope that helps.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Fibre broadband unable to connect to internet

Hi Chris,
From what I can see you still haven't been able to connect;
<img src="http://community.plus.net/visualradius/generated/image13805433394334.png"/>
Are you still getting the same "concentrator not reachable" message?
chri5hill
Grafter
Posts: 48
Registered: ‎11-11-2008

Re: Fibre broadband unable to connect to internet

Hi
Am at work at the moment but checked this morning at 6am and it was still showing the concentrator not reachable error.i have left it on at home in the hope it may connect up.the bt modem is showing the dsl light ok .been having a few problems with it keep dropping connection over the past few days
Cheers chris
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Fibre broadband unable to connect to internet

You've certainly had several drops lately, it would be worth powering down your router and mode, for 10 minutes to see if this helps.
I'd suggest raising a fault at http://faults.plus.net so we can take a look at your line.
Let me know how you get on.
chri5hill
Grafter
Posts: 48
Registered: ‎11-11-2008

Re: Fibre broadband unable to connect to internet

Hi
I did raise a fault but was told I seem to be connected with the modem but the problem seems to be between that and the router.will have a look later.i have reset router numerous times but with no success
Chris
Plusnet Help Team
Plusnet Help Team
Posts: 13,644
Thanks: 262
Fixes: 76
Registered: ‎27-04-2007

Re: Fibre broadband unable to connect to internet

Hi, the graph Chris posted does actually show when the modem has either connected or disconnected so that would still be worth raising as a fault.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Fibre broadband unable to connect to internet

Ahhh, I can see you raised a ticket. If you can run through the fault wizard this will give you a set of diagnostic tests to run, we can then help rule certain things out.
chri5hill
Grafter
Posts: 48
Registered: ‎11-11-2008

Re: Fibre broadband unable to connect to internet

It seems the problem is solved!!went through the fault checker as suggested and connected up ok when just going through bt modem so done a reset on router and it seems to be fingers crossed ok.
Cheers for the advice
Chris
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Fibre broadband unable to connect to internet

Glad to hear! Let us know if anything changes.
chri5hill
Grafter
Posts: 48
Registered: ‎11-11-2008

Re: Fibre broadband unable to connect to internet

Hi
It seems my problem isn't solved!!my connection dropped again this evening(Tuesday) at 19.45.went to a solid red on the internet light on the router.did a reset on the router again and it came back on about 15mins later.maybe someone could possibly investigate this for me.am going to raise a fault on this this evening.
thanks
chris
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Fibre broadband unable to connect to internet

Hi Chris,
Our faults team will pick your ticket up and investigate your line, we'll be in-touch as soon as there's any update.
chri5hill
Grafter
Posts: 48
Registered: ‎11-11-2008

Re: Fibre broadband unable to connect to internet

Hi
have just had this problem yet again.got up this morning no light on internet no connection and after loging in to router it says "concentrator not reachable".the BT modem is connected ok with dsl light on and I can connect to internet plugged directly into that.I have done a couple of resets this morning of router with no success.Have just done another one and it has now come back on.This seems to be happening regularly now!have raised a fault but just wondered if it could get looked at
thanks
chris
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Fibre broadband unable to connect to internet

Can see any obvious issues with your connection when testing it. Our faults team will take a look and be in-touch.