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No connection since Tuesday night - help!

beanwalls
Dabbler
Posts: 15
Registered: ‎13-11-2010

No connection since Tuesday night - help!

Hi All,
I've been with Plusnet for a number of years and very rarely had a problem with connection - only twice I think, and then solved within 48 hours. This time the connection just stopped working on Tuesday night. It said the wireless was connected and it had connection to the internet but wasnt. I tried a simple turn the router (trusty Netgear DG834G) off and on again but that didnt work. It took a long time to find the Internet connection again but when it did I still had no connection so the router was now lying to me. I tried this repeatedly, even leaving it unplugged overnight but next morning I had the same problem.
I contacted plusnet. They sent me to go through a faults procedure. I got to the point where it asked me to try another router. I didn't have one so (hoping this was the problem) went out and bought a new router (Netgear DGN2200). Installed, checked all my settings. But still the same problem. Exact same in fact. The router takes a long while to find a connection and then when it says it has, it actually hasn't. And now it seems to disconnect at some point not long after.
I am waiting to hear back from Plusnet but am using up a huge amount of mobile data and really need to get this sorted out as soon as possible. I'm hoping somebody might be able to give me hope, a suggestion of things to try, things I might be able to do to solve this from my end.
Any advice very much appreciated!
Thanks
8 REPLIES
beanwalls
Dabbler
Posts: 15
Registered: ‎13-11-2010

Re: No connection since Tuesday night - help!

I've just had a man from BT turn up unannounced at 8am. It seems that BT changed my phone number, which explains why I had dial tone but couldn't get online. I hardly ever use the landline and didnt notice nobody has called on it in a few days. Checking if your number is still the same was not a question in the Plusnet fault questionnaire!
They are apparently changing it back now...
Community Veteran
Posts: 2,568
Thanks: 177
Fixes: 2
Registered: ‎27-05-2011

Re: No connection since Tuesday night - help!


Quote
I hardly ever use the landline and didnt notice nobody has called on it in a few days

This is all too common on these forums, people are suffering because of their perception of the provision of the copper
It seems to me that everone should be aware that the basic system is a telephony system and probably a large population like me are afflicted by coper put in in the eighties but i guess there may be some dating from the fifties or even the thirties.
Also the system was never designed or intended for data
I would recommend that everone check their lines in basic telephone mode with a basic handset regularly.
SWMBO does that as part of her social life we are of an age when everybody in our circle talks constantly although now she has a choice of landline, mobile, skype. Landline gets some hammer Cheesy
To do is to be - Neitzsche
To be is to do - Kant
do be do be do - Sinatra
beanwalls
Dabbler
Posts: 15
Registered: ‎13-11-2010

Re: No connection since Tuesday night - help!

That's the thing though.. I did check the landline and it worked, I had dial tone and could make a call with no problems. I didn't check that someone could call me though! And weirdly they could have but just on a different number!
Community Veteran
Posts: 26,739
Thanks: 953
Fixes: 10
Registered: ‎10-04-2007

Re: No connection since Tuesday night - help!

A good way to check the land line is to dial 17070 and use the quiet line test. It also announces the phone number. It would have been interesting to know what number it announced!
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
beanwalls
Dabbler
Posts: 15
Registered: ‎13-11-2010

Re: No connection since Tuesday night - help!

Yes, it would have! ANd I also wonder who is paying for the call I made from another number? I assume they'll just reroute back to my number but maybe not...
I still don't understand why or how it happened... a problem at the exchange is all I got from them...
dick:quote
beanwalls
Dabbler
Posts: 15
Registered: ‎13-11-2010

Re: No connection since Tuesday night - help!

I also want to know who is going to pay for the new router I bought! I think BT or Plusnet should cover it, or maybe even split the cost between them. They caused this whole mess so should take the hit... or that would be the nice and polite thing to do anyway...
beanwalls
Dabbler
Posts: 15
Registered: ‎13-11-2010

Re: No connection since Tuesday night - help!

24 hours later and my internet connection has cut out a few times and needed a router reset and fiddling to get it back on again.
Anyone have any ideas why this might be?
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: No connection since Tuesday night - help!

Hi there,
Sorry to hear that you've had a fault.
Your connection seems to have stablised out since yesterday day;
<img src="http://community.plus.net/visualradius/generated/image13787280696812.png"/>
We're unable to look into what has gone on with your phone line as we're not the provider. Have you be in contact with them at all regarding your line?