In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Have you done the basics in your diagnostic journey? Used a handset to dial 17070 and check that...
There is a dial tone
You are connected to the right number
There is no noise on the line
That you can dial out
There are a whole host of problems which might result in BT Openreach (or their sub-contractors) having cross connected your line. Such could result in Plusnet's remote tests detecting a fault ... which is not found when the engineer tests from the property.
Whatever, before the next engineer leaves, ask them to confirm their no fault diagnosis with an Exchange Head Eclipse automated exit test. I have had multiple engineers (18) attend a fault over many months, all claiming that there was no fault ... in the face of the exchange head test system clearly indicating that there is a fault.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Always good to remember the basics. Yes the line is fine - dial tone, correct number, no noise and I can dial out. On the first Openreach visit the engineer confirmed with Plusnet that a reset at the Plusnet end was detected by his tester - confirming that my line had not been crossed with someone else's i.e. both ends were testing the same connection.
Unfortunately things only seem to get worse. The latest Openreach engineer visit was this morning and again concluded there was no line fault. Mid-afternoon I called Plusnet Customer Support in search of an update. They had no knowledge of the results of the Openreach visit but did tell be that a dedicated Plusnet support person has been identified and they would be in touch with me by 18:00, 25th May – unfortunately that was yesterday – I have still heard nothing.
Plusnet have provided me with an EE wireless dongle which is giving me some internet capability but it is a very unreliable connection (slow with frequent dropouts). Currently I can receive but not send any e-mails (Plusnet email via Microsoft Outlook) – any ideas how to fix this (it worked OK previously when the Plusnet broadband was working)? I am guessing the EE wireless dongle cannot connect to the appropriate Plusnet e-mail server (I have not changed anything in Outlook).
This sounds as thought the outgoing server is not configured to use a username and password.
There is unhelpful guidance in the email setup documentation which suggests that there is no need to supply username and password for the outgoing (SMTP) server configuration. Such is fine whilst connected to the Plusnet network.
However when connected via some other means (such as an EE dongle) the SMTP server connection MUST be authenticated. Frankly there is no good reason NOT to configure authentication in the Outlook settings. Chose “same as incoming server”.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
adamwalker my original router is an ASUS DSL-AC52U, I have also tried a brand new Plusnet Hub One and a very old Netgear DG843G. Sadly with an equal lack of success with all of them.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
This is indicating that the hub is synchronised to the exchange but there is a configuration problem at the Plusnet end. Is the xxx in your username correct? Can you use this on a different device, along with your password, to log into your Plusnet account?
Moderator and Customer If this helped - select the Thumb If it fixed it, help others - select 'This Fixed My Problem'
Baldrick1 I had the same thought early on in this saga and successfully logged into my Plusnet account to confirm I was using the correct user ID and password - it was the most obvious mistake that I could make!
If it's a Plusnet configuration issue I wonder what they changed around 13:00 on Tuesday 9th May? That's when my broadband died.
