No internet since Monday
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No internet since Monday
08-04-2018 6:48 AM
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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!
Re: No internet since Monday
08-04-2018 8:15 AM
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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?
Re: No internet since Monday
08-04-2018 9:23 AM
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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?
Re: No internet since Monday
08-04-2018 9:35 AM
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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.
Re: No internet since Monday
08-04-2018 9:37 AM
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If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: No internet since Monday
08-04-2018 9:42 AM
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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?
Re: No internet since Monday
08-04-2018 10:04 AM
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@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.
Re: No internet since Monday
08-04-2018 10:05 AM
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Re: No internet since Monday
08-04-2018 10:08 AM
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Ah - so posting the router logs could be a problem?
Re: No internet since Monday
08-04-2018 10:09 AM
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Re: No internet since Monday
08-04-2018 10:18 AM
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Could you photograph the router logs, and send them that way - as an attachment?
Re: No internet since Monday
08-04-2018 10:28 AM
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Re: No internet since Monday
08-04-2018 10:59 AM
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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!
Re: No internet since Monday
08-04-2018 11:06 AM - edited 08-04-2018 11:39 AM
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Glad you solved it, Andie.
DON'T FORGET to cancel the engineer,otherwise you'll end up with £65.00 charge for nothing, @Andiehughes
Re: No internet since Monday
09-04-2018 10:34 AM
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@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.
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