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No Internet connection for 2 weeks!

puddy
Grafter
Posts: 1,571
Registered: ‎10-06-2007

Re: No Internet connection for 2 weeks!

Quote from: PeterLoftus
Please don't misinterpret my post
My view is that Plusnet should be given some credit for creating an open forum where all issues can be brought forward and resolved in the open.

The forum is not as open as you think
Puddy
LOUIEISTHEKING
Newbie
Posts: 2
Registered: ‎17-08-2011

Re: No Internet connection for 2 weeks!

chrissym101 ,
You are not alone. I have been without broadband for almost 3 weeks now and my problem is almost identical to yours. I have been with plusnet / madasafish for many years and up until now have been happy with the service.
I am at the stage where I have run the bt test and all five lights are illuminated on the router and I am again waiting for plusnet to get back to me with the next stage.
My daughter's A Level results are published on the 'net tomorrow at 6am and if she doesn't achieve the required grades has to make early phone calls to clearing/ouniversities.
It looks like she'll be coming to the office with me tomorrow if our home broadband is still down.
chrissym101
Newbie
Posts: 4
Registered: ‎15-08-2011

Re: No Internet connection for 2 weeks!

Hi Louise,
Well - mine is up and running again now. It seems that once someone actually takes ownership of the problem, it gets dealth with. But it should not get to this stage.
I will be expecting contact with an offer of compensation for this.
The problem with mine was nothing to do with my connections etc - as previoulsy thought for the first 2 weeks!
ps. I hope the A-level results went well!
lexusuk
Grafter
Posts: 567
Registered: ‎20-10-2009

Re: No Internet connection for 2 weeks!

@LOUIEISTHEKING
Our faults team have tested your line and found that the connection is working correctly (The line was tested in the same way as the OP).  However the username and password combination entered in your router appear to be incorrect.  We have checked the exchange side logs for your connection and can see that these details are causing the fault.  If you were to update those details your connection should be restored with immediate effect.  If you need assistance with this call 0800 432 0200.  If you have any problems then give me a nudge and i'll look in to it for you.  As with the OP's fault there can be further problems that require action before the final fix can be put in place.
@chrissym101
I agree that it's a shame the issue was not diagnosed earlier but with your specific problem we don't have a testing tool to detect this fault.  It requires intervention by a specialist team at BT with access to a particular line test which is the route we took once I got involved with the fault.  I can go in to the technical details of the problem if you would like a more comprehensive explanation?
I have added further information to ticket ID: 45715460
PeterLoftus
Pro
Posts: 2,599
Thanks: 182
Fixes: 5
Registered: ‎27-05-2011

Re: No Internet connection for 2 weeks!

I can't stand the suspense Sad
Come on Louie were you really without broadband for three weeks because you were using the wrong password? We should be told!
To do is to be - Neitzsche
To be is to do - Kant
do be do be do - Sinatra
LOUIEISTHEKING
Newbie
Posts: 2
Registered: ‎17-08-2011

Re: No Internet connection for 2 weeks!

Chris, Thanks for asking, my daughter got her passes and has a university place.
Alex, I have been using the same username and password for years and have not changed. This was confirmed in my original telephone conversation with Plusnet. On Friday 5th we had a five minute connection before it dropped - this would suggest that it is nothing to do with my password.
Unfortunately, I'm at work at the moment but will call 0800 432 0200 this evening when I am home.
lexusuk
Grafter
Posts: 567
Registered: ‎20-10-2009

Re: No Internet connection for 2 weeks!

I'm sorry to hear that the issue is still on going.  I've asked our faults team to continue to investigate the problem further and they will be in touch shortly.
lexusuk
Grafter
Posts: 567
Registered: ‎20-10-2009

Re: No Internet connection for 2 weeks!

Our faults team have completed additional work on your line with assistance from agents at BT and it looks like your connection has been restored.
If you experience any issues then please do not hesitate to contact us.