No internet since Monday

[#1]

Hi, hoping someone might be able to help

Internet went down on Monday evening. I work from home so it's a huge issue. Phone is fine apart from an occasional crackle. I live in first floor converted flat. The phone line appears to come into my living room, and goes into a socket (not a master socket) and then an extension, also in the living room). There has been no obvious damage to the phone line or equipment, the router works (I tried it at someone else's house) but cannot connect with the internet on any device.

Plusnet are sending an engineer to check wiring on Tuesday but seems unlikely to be a problem, and Plusnet also say broadband to my house is fine. I've gone through all the standard tests. Does anyone have any suggestions? I'm at my wit's end!

[#2]

Welcome to the forum @Andiehughes .

I it possible for you to follow at least some of the guidance on this thread - https://community.plus.net/t5/Broadband/ADSL-Speed-faults/m-p/1270245#M297501 ?

If you can give us an idea, maybe one of us could make suggestions?

[#3]

Hi John

Thanks for your reply. I had a look through the guidance but it seems to relate to speed problems. My issue is that I can't get any internet access at all, whether I use ethernet capable or normal wireless. Connecting to the router is not a problem, but the router(s) cannot connect to the internet. Is there something specific that I could check for that might help isolate the problem?

[#4]

*cable not capable!

I have been able to access the router page through my laptop, ran a connectivity check and it came up with green ticks for all categories: DSL, ATM, PPP, IP and Internet.

[#5]

Are there any router logs? These may give a clue to the issue

[#6]

Hi

Yes I found the router logs. Not entirely sure what I'm looking for but there are repeated references in there to 'destination unreachable code: communication administratively prohibited' . These entries also include the phrase 'firewall ICMP check'

Does this mean anything?

[#7]

@Andiehughes You must be getting on the internet somehow - via phone?

As @dvorak says , sight of your router logs on here might help us to isolate the problem.

[#8]

Yes, using mobile data, less than ideal but no alternative.

[#9]

Ah - so posting the router logs could be a problem?

[#10]

Yes unfortunately, I can't seem to get onto the router page with my phone

[#11]

Could you photograph the router logs, and send them that way - as an attachment?

[#12]

Best I can do with this phone!

[#13]

Now this is bizarre

Having spent the morning fiddling about with the router, I chanced on the fact that the username and password on the router page was not mine - looked like a default setting. I presume that this was because I had restarted it more than once over the last few days. I put my name and password in and now have full internet access.

Still doesn't explain why it went down in the first place though, so now am thoroughly confused!

[#14]

Glad you solved it, Andie.

DON'T FORGET to cancel the engineer,otherwise you'll end up with £65.00 charge for nothing, @Andiehughes

[#15]

@Andiehughes Well done for solving your own problem! 🙂

Your router may just have had a wobble or it's slowly failing. Which one is it and how long have you had it?

You shoudn't lose your login details like that unelss you factory reset the router (I think PN can do it remotely if they want to as well).

If it does it again you might need to look at a replacement router.