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No internet access

hansifan
Dabbler
Posts: 11
Registered: ‎10-03-2017

No internet access

Typing this via  a "Three mobile broadband dongle"

For the last 7 hours I have had no broadband internet access.

I've disconnected and restarted by Netgear D6400 ADSL router several times, all the cable connections are correct. My Internet IP address shows as 0.0.0.0.

All my internal LAN connections are working, just no internet.

 

Windows 10's troubleshooter states:

"The connection between you access point, router or cable modem and the internet is broken."

 

10 REPLIES 10
Baldrick1
Moderator
Moderator
Posts: 10,890
Thanks: 4,815
Fixes: 391
Registered: ‎30-06-2016

Re: No internet access

@hansifan 

The easiest way t report your fault is tp use the mobile bot. See  https://www.plus.net/help/report-a-problem/

Moderator and Customer
If this helped - select the Thumb
If it fixed it,  help others - select 'This Fixed My Problem'

hansifan
Dabbler
Posts: 11
Registered: ‎10-03-2017

Re: No internet access

@Baldrick1

Just done it, Thanks. It turns out that it's,

Due to an incident in your local area.

Incident detected: 30-Aug-2022 19:53

Estimated clear: 01-  September-2022 22:04"

 

hansifan
Dabbler
Posts: 11
Registered: ‎10-03-2017

Re: No internet access

@Baldrick1 

 

Had text this afternoon

"Hi, it's the PlusNet Diagnostics bot here.
We wanted to let you know that the fault you reported to us is now fixed.
Please turn your router off and on, and your service should be fully restored.
Thanks for your patience"

Needless to say, the fault hasn't been cured and I still don't have Internet access.
So I sent the Help text again.

Message I got back this time was.

"We have detected a fault located outside of your property. Your fault has now been raised with our suppliers for further investigation. Access to the property is not required at this stage
They aim to investigate and resolve the issue in the next 3 working days."

So that will make it five days without internet access, so I still have to rely on the 3 mobile broadband dongle, my mobile phone data.

hansifan
Dabbler
Posts: 11
Registered: ‎10-03-2017

Re: No internet access

It's just come back on.

 

Baldrick1
Moderator
Moderator
Posts: 10,890
Thanks: 4,815
Fixes: 391
Registered: ‎30-06-2016

Re: No internet access

@hansifan 

"They aim to investigate and resolve the issue in the next 3 working days."

The key words are the next, It's not "They aim to investigate and resolve the issue in 3 working days." If it's a simple fault such as a configuration error they will fix it quickly. If the investigation within 3 working days detects an uderground fault that needs, for example, a busy road to be dug up, needing council permission, traffic lights etc., it can be off for weeks.

Thanks for coming back and reporting that all is now well.

 

Moderator and Customer
If this helped - select the Thumb
If it fixed it,  help others - select 'This Fixed My Problem'

hansifan
Dabbler
Posts: 11
Registered: ‎10-03-2017

Re: No internet access

I should probably clarify, that my property is a tenth-floor flat. So presumably the fault was outside the building somewhere, because came outside of my flat.

hansifan
Dabbler
Posts: 11
Registered: ‎10-03-2017

Re: No internet access

That should read:

"No one came to the outside of my flat."

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,745
Thanks: 848
Fixes: 216
Registered: ‎27-04-2007

Re: No internet access

Hi @hansifan, I've just checked your account and it looks like this has since been resolved. Please do get back to me if there's still an issue and I'll get on the case for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
hansifan
Dabbler
Posts: 11
Registered: ‎10-03-2017

Re: No internet access

@adamwalker 

Yes, everything is working fine now.

It came back between 21:30 - 22:00 on Thursday evening.

Thanks for checking.

 

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,745
Thanks: 848
Fixes: 216
Registered: ‎27-04-2007

Re: No internet access

No worries, I'm glad to see that's fine now and cheers for the update. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team