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No internet connection

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jamesrandom
Dabbler
Posts: 11
Fixes: 1
Registered: ‎17-10-2018

No internet connection

Have lost broadband connectivity. 

I tried all the ideas in this post: https://community.plus.net/t5/Library/Broadband-Faults-Guide-I-have-a-fault/ba-p/1322773

The Plusnet modem just refuses to connect, even with the bt_test@startup_domain username (if that is still valid after all these years).

I went to the raise a fault link and went through the questions there. However, it assumed I had a BT (fibre?) modem and there didn't seem to be any way to change that.

(Incidentally, it is rather annoying that there doesn't seem to be any way on the Plusnet portal pages to raise a ticket or report a fault.)

12 REPLIES
jamesrandom
Dabbler
Posts: 11
Fixes: 1
Registered: ‎17-10-2018

Re: No internet connection

I guess I should add that it was working fine until this morning.

 

Baldrick1
Aspiring Hero
Posts: 2,011
Thanks: 851
Fixes: 67
Registered: ‎30-06-2016

Re: No internet connection

Is your telephone working? If not you need to report a phone, not broadband fault to whoever provides your telephone service, which might not be Plusnet. If this is the problem then it has to be fixed first.

jamesrandom
Dabbler
Posts: 11
Fixes: 1
Registered: ‎17-10-2018

Re: No internet connection

No. The phone is fine. Just broadband refuses to connect.
jamesrandom
Dabbler
Posts: 11
Fixes: 1
Registered: ‎17-10-2018

Re: No internet connection

Just found there is a ticket open on this (185166907) which says it has been escalated. So some progress.

Shame the system doesn’t send any email/sms notifications of this.
Baldrick1
Aspiring Hero
Posts: 2,011
Thanks: 851
Fixes: 67
Registered: ‎30-06-2016

Re: No internet connection

Agreed but it seems like the raise a fault link works.

Plusnet Help Team
Plusnet Help Team
Posts: 414
Thanks: 63
Fixes: 23
Registered: ‎26-03-2018

Re: No internet connection

Hi @jamesrandom,

I'm sorry to hear that you've experienced this issue. I have raised a response to the fault ticket that was raised, which can be viewed here.

Please let us know once you've been able to respond to the ticket so that we can pick this back up for review as soon as possible.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
jamesrandom
Dabbler
Posts: 11
Fixes: 1
Registered: ‎17-10-2018

Re: No internet connection

Thanks for the update, @TheMightyAJ. I have responded to the ticket, with my availability for OpenReach to visit. 

 

Plusnet Help Team
Plusnet Help Team
Posts: 265
Thanks: 31
Fixes: 10
Registered: ‎09-10-2018

Re: No internet connection

Hi @jamesrandom, thanks for your post.

 

On further investigation of your line, we've detected an impairment in the copper network, essentially an issue with one of the cables.

 

Openreach are advising me that no appointment will be required to repair this issue as things stand - apologies for any conflicting advice.

 

We expect further updates within the next 3 working days, at which point you'll be updated directly.

 

We're sincerely sorry for any inconvenience this issue is causing.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
jamesrandom
Dabbler
Posts: 11
Fixes: 1
Registered: ‎17-10-2018

Re: No internet connection

Hi @OskarPapa,

 

Thanks for the update.

Openreach have already had to fix one fault on the line. I guess we still have some old, dodgy copper around here!

Plusnet Help Team
Plusnet Help Team
Posts: 389
Thanks: 131
Fixes: 23
Registered: ‎06-08-2018

Re: No internet connection

Hi @jamesrandom,

 

I can see you updated the ticket on the account but having looked at the fault it appears someone attended today and has resolved some internal issues. Can you confirm if you're still having problems following the visit?

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team
jamesrandom
Dabbler
Posts: 11
Fixes: 1
Registered: ‎17-10-2018

Re: No internet connection

Fix

Yes, OpenReach arrived this morning (during breakfast) and checked the line. No external faults so decided the problem must be caused by (old and largely unused) internal extension wiring. Disconnected all that and test results looked good.

Thanks to all for following up.

Plusnet Help Team
Plusnet Help Team
Posts: 389
Thanks: 131
Fixes: 23
Registered: ‎06-08-2018

Re: No internet connection

@jamesrandom

 

No worries, keep an eye on the connection and let us know if the problems continue. 

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