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Nearly 6 Weeks without a working service

elcorris
Dabbler
Posts: 14
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Registered: ‎06-08-2023

Nearly 6 Weeks without a working service

Hi,

So, I moved into a new property on the 26th of June. The internet was set up for the move with the same hub to the new property for that date. I know that it takes a while for internet to come through to a new property and gave it a while. I have made many calls to the support team, who are extremely polite and kind. I do not need to be told sorry any longer and I will need a working service or I will be cancelling my package.

The current climate of bills and payments is too much to not receive a service within five weeks. I regularly used to work from home and have had to tell my bosses I can work around the internet not coming through and it is becoming embarrassing. I have logged in with my @plusnetdsl.net username on the hub and reset and shut down for ten minutes many times. I have a blue light on the hub and it rarely drops out. No internet.

I am told regularly it is an openreach issue or an issue with the actual order, passed to the wholesale team, then to the CAT team. I have been told to contact the ombudsman if I have more problems at one stage. Surely I don’t have to contact the ombudsman. What a faff.

My experience with staff has been lovely. I am faulting the providing of service.

Please get this sorted.
34 REPLIES 34
jab1
Legend
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Registered: ‎24-02-2012

Re: Nearly 6 Weeks without a working service

@elcorris Sorry you have to resort to posting on the forum - after waiting five weeks for a useful response from my ISP, I would be fuming angry too.

As you appear to have a connection (blue light), I fail to see how it can be an OR issue, or one with the order, TBH.

Assuming you have a Hub2, can you pst a screenshot of your'Technical Log', as in the pictue below

5.Hub2 technical.png

John
elcorris
Dabbler
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Registered: ‎06-08-2023

Re: Nearly 6 Weeks without a working service

Hi,

I am actually on a hub one. I was told to bring it with me from the previous property.
jab1
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Registered: ‎24-02-2012

Re: Nearly 6 Weeks without a working service

OK.If it is a Hub1, what about this page:

Hub1.PNG

John
elcorris
Dabbler
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Registered: ‎06-08-2023

Re: Nearly 6 Weeks without a working service

Hi,

Trying to post an image, but it doesn’t like me. The screen reads:

Line State: Connected
connection time: 0 Days and 11 minutes (just tried another reset)
Downstream: 55mbps
Upstream: 14.99mbps
jab1
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Registered: ‎24-02-2012

Re: Nearly 6 Weeks without a working service

OK. So you have a working connection, as demonstrated there. Forgive the multiple questions here, but I'm just trying to see if I can spot something you can take back to PN and say 'this is what needs sorting'.

If you have a blue light, your username and password correct, what does it say on the 'Settings'>'broadband' page?

John
RobPN
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Re: Nearly 6 Weeks without a working service


@elcorris wrote:

... I have logged in with my @plusnetdsl.net username on the hub and reset and shut down for ten minutes many times. I have a blue light on the hub and it rarely drops out. No internet.


@elcorris 

Unless the bolded part above is a typo just in your OP, if you're trying to login using that you're unlikely to succeed!

It should be username@plusdsl.net

 

jab1
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Registered: ‎24-02-2012

Re: Nearly 6 Weeks without a working service

Good spot, @RobPN 👍

John
elcorris
Dabbler
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Registered: ‎06-08-2023

Re: Nearly 6 Weeks without a working service

Yep, that was a typo. Got excited there. I’m logging in with plusdsl Sad
elcorris
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Registered: ‎06-08-2023

Re: Nearly 6 Weeks without a working service

“You are already connected to the internet. No further set-up is needed”
jab1
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Registered: ‎24-02-2012

Re: Nearly 6 Weeks without a working service

What about the Connect/Disconnect button to the right of that statement?

John
Dan_the_Van
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Registered: ‎25-06-2007

Re: Nearly 6 Weeks without a working service

Actually connected just means you have a DSL connection, you need to check the Internet tab as that will display if there is one

Screenshot 2023-08-06 165056.png

It should look something like this.

Dan

elcorris
Dabbler
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Registered: ‎06-08-2023

Re: Nearly 6 Weeks without a working service

Just a disconnect button
jab1
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Re: Nearly 6 Weeks without a working service

OK - so you are connected. What does the page posted by @Dan_the_Van  look like?

John
elcorris
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Registered: ‎06-08-2023

Re: Nearly 6 Weeks without a working service

Hi,

Okay sorry for flying off track, but I decided to have a looksee into the event log on the hub one and I have noticed I am on an older firmware maybe? 4.7.5.1.83.8.263 last updated unknown when I look in help desk also. I am also seeing NTP synch failures. I’ll have a look at the screen Dan the van sent through