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No Internet connection Ticket #73170420

Bjn
Grafter
Posts: 318
Thanks: 1
Registered: 11-11-2012

No Internet connection Ticket #73170420

Over night on Monday my internet connection went down and now I can't connect at all to the internet and have tried using two different routers but both report same problem no internet connection.
Monday WD router which had been online for over 36 days lost connection, I could not re connect to internet. BT modem all lights on ie Power DSL and WAN. Rebooted both modem and router but problem persisted.
Re connected my Plusnet router after rebooting BT modem again. All lights on modem and router except no internet light. So both routers showing same problem.
Next I tried to connect via VPN directly to modem and got error 605 message.
Telephone support and they where not much help as they could not test my line as the system was down. I was informed they would pass the issue on and I should be contacted within 72 hours.
I now have noway of checking the ticket updates unless I travel to my mothers house or try and find a free wifi hotspot ( Thanks to McDonald's I'm writing this report) as I was informed it was no good calling the next day for a progress report.
I had exactly the same problem in April this year and my internet was down for 4 days and was only sorted after a post in this forum. Is there a possibility of an update via the contact numbers on my account (mobile is best to try before home number) or a text update via mobile[font=Verdana] as I'm awaiting the award winning teams response some time in the next 72 hours for which they are informing me of a price rise in October?[/font]
Thanks in advance for any help
Bjn
29 REPLIES
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: No Internet connection Ticket #73170420

Hi, happy to get this tested and raised for you, just wondering though - I can see you've been through the faults wizard, but did you try either of the test logins?
If not, please try connecting with a username of bt_test@startup_domain, and with a password of "password" (no quotes)
Once you've done that, please try connecting with a username of bt_test_user@plusdsl.net and the same password as above.
If both work, please try your own connection details. If only one or neither of them work please advise what happened with both and post back here, I'll get testing at that point.
Bjn
Grafter
Posts: 318
Thanks: 1
Registered: 11-11-2012

Re: No Internet connection Ticket #73170420

the connection to  bt_test@startup_domain did not work just message retrying
the connection to  bt_test_user@plusdsl.net worked on the third attempt then I was able to connect using my own user name and password which is stored in lastpass and had not been changed so was the same login that lastpass always inserts for my logins.
my IP has dropped from 52 to 48 when tested on BTwholesale speedtest which I hope will pick up in the next few days
is this one of life's mysteries or was something changed at Plusnet
Anyway many thanks for your help Matt I'll keep the plusnet router on-line for a week to make sure all is OK  before putting WD duel band router back  
Thanks again Matt you offer to help was much appreciated.
Bjn
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: No Internet connection Ticket #73170420

Weird. Ah well, glad it's working - no idea what happened there, to be honest :/
Bjn
Grafter
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Registered: 11-11-2012

Re: No Internet connection Ticket #73170420

Quote from: Matt
Weird. Ah well, glad it's working - no idea what happened there, to be honest :/

Well lets put it down to one of life's mysteries but same thing happened in April but took 4 days before it came back online?
thank you again Matt for your help
Bjn
Grafter
Posts: 318
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Registered: 11-11-2012

Re: No Internet connection Ticket #73170420

Ok seems they may have found out what the problem was, an extract from email from Plusnet Support this evening

Thank you for getting back to us.
I have checked t the exchange and there has been maintenance work carried out which completed today. This was more than likely the reason for the loss of connection.
The speed is testing at 50Mbps now on our systems.Please monitor and just get back to us if any more problems arise.
Every time I see a BT Openreach van near my cabinet my heart sinks as problems seem to follow this is the 5th time in less than a year I've had mysterious down time after seeing a BT engineer working on the cabinet.
Plusnet Help Team
Plusnet Help Team
Posts: 12,783
Thanks: 108
Fixes: 33
Registered: 27-04-2007

Re: No Internet connection Ticket #73170420

Glad to hear that you've reconnected Bjn,
Quote
this is the 5th time in less than a year I've had mysterious down time after seeing a BT engineer working on the cabinet.

Sorry to hear that, if that happens again and it causes significant disruption please let us know as soon as you can (a post would be best) so we can get that fed back to Openreach.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Bjn
Grafter
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Registered: 11-11-2012

Re: No Internet connection Ticket #73170420


Quote
this is the 5th time in less than a year I've had mysterious down time after seeing a BT engineer working on the cabinet.

Sorry to hear that, if that happens again and it causes significant disruption please let us know as soon as you can (a post would be best) so we can get that fed back to Openreach.
Adam

Will do Adam as it can be a frustrating and thanks again for your and your teams help.
Bjn
Bjn
Grafter
Posts: 318
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Registered: 11-11-2012

Re: No Internet connection Ticket #73170420

well I've got a problem again but this time with DSL light on BT modem
I keep loosing internet connection for short periods of time approx 2 minutes and the DSL light on BT modem is flashing green
Power and WAN light on BT modem are solid green as are all lights on modem but computer reports via Network Sharing Centre that the connection to internet is down and I can't access internet pages.
Modem is not reporting lose of connection and I'm still connected to same IP and gateway once connection comes back on
This problem can happen at any time of the day and is becoming more frequent and frustrating for streaming, game play and downloads been interrupted.
Any help/suggestions would be greatly appreciated.

Bjn
Plusnet Help Team
Plusnet Help Team
Posts: 12,783
Thanks: 108
Fixes: 33
Registered: 27-04-2007

Re: No Internet connection Ticket #73170420

Sorry to hear that, sounds like there's a fault at play we'll just need to investigate that via our faults process again.  I can see you've updated the ticket from the previous issue so our faults team will be taking a look at that ASAP.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Bjn
Grafter
Posts: 318
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Registered: 11-11-2012

Re: No Internet connection Ticket #73170420

Update.
Well report from support says must be a wireless problem (good call as how do they know how I connect), but I connect via Cat5 cable to router and I've had two disconnection today one over night about 1am and the other around 1pm and my IP profile from BT has dropped again and now stands at 48.8 it was 55 at installation in Nov 2012 and remained at this level until it slowly decreased in stages since April 2013 to 48.8 and I've lost the line connection three times in that period when internet light on modem been off with all other lights on and all lights on modem on. Again today the dreaded BT engineer was working on an underground junction box a few yards from my home and this is when the problems start again even though Plusnet say I've no problems when they test. My SamKnows box reports my speed going up and down like a yoyo since April and my ping has gone from 21 to 45.
I notice that Plusnet connection in my account now does not hold an estimate of my line speed only a IP connection of 48.8. When I joined plusnet my line estimate was 55Mbs and this was the connection speed I achieved on speedtest sites for 5 months before it started to drop. I've today checked and on BT wholesale line checker it now says my estimated speed is 39.6Mbs can you explain why this has dropped when the line has been capable of the higher speed for over 5 months and BT original estimates said it could?.
I'm now wondering if BT are disturbing old cables while working which is causing me problems or during one of the downtimes ( longest 5 days shortest 1.5 days) they have moved my line to another inferior pair like they did two years ago when they gave my line to a new customer cutting me off which they said was a mistake so they capable of anything.

Bjn
Grafter
Posts: 318
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Registered: 11-11-2012

Re: No Internet connection Ticket #73170420

UPDATE 25th Aug 13
Well support now say it could be router so sending me another, I can't get my head around DSL light going out on BT modem is the fault of the router could anyone please explain when the router lights all remain green?Huh
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
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Registered: 13-07-2012

Re: No Internet connection Ticket #73170420

Your line on a whole has been stable recently;
<img src="http://community.plus.net/visualradius/generated/image13776082895356.png"/>
If the DSL light on the modem is going out it's not likely to be a router issue unless there's something else not working with your router too.
Bjn
Grafter
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Registered: 11-11-2012

Re: No Internet connection Ticket #73170420

Quote from: chrispurvey
Your line on a whole has been stable recently;
If the DSL light on the modem is going out it's not likely to be a router issue unless there's something else not working with your router too.

Yes that's the point I can't get it thought to technical support that the router stays up (all lights on) and it's the DSL light on modem that flashes when I lose the internet connection on PC and any other device connected for approx 2 minutes as confirmed via Network Sharing centre on PC. I've tried two different makes of router the Plusnet and a DW router and it happens with both routers, very unlikely both routers have same fault? both routers don't show line drop which as your graph shows a stable line and retain the same IP address and time up when internet is off and modem DSL light flashes.
OK tech support have emailed they have sent another router which I'll try and I suspect will show the same intermittent fault
Looks like I'll have to live with this intermittent fault if replacement router shows same fault unless someone accepts that it maybe something other than the routers at fault. Tech support first  tried to blame a wireless connection even thought I use Cat5 cables for connection to router, now it's the router fault! (oh and yes I've replaced Cat5 cables to rule out a faulty cable)
Community Veteran
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Registered: 30-07-2007

Re: No Internet connection Ticket #73170420

Quote
I've tried two different makes of router the Plusnet and a DW router and it happens with both routers, very unlikely both routers have same fault?
I'd be pretty sure that you (and Chris) are right, it's not a router problem. It's likely a modem or a line problem. If the modem loses VDSL synch and regains it within the PPPoE timeout, which we now know is approx 2 mins (used to be ~8 mins http://community.plus.net/forum/index.php/topic,114808.0.html ) then the router will not drop the PPPoE connection and the PN systems will not see a connection drop.