No response from support team!!
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- Re: No response from support team!!
No response from support team!!
17-01-2013 1:40 PM
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DSL and wifi working fine but no internet connection. Anyone else in Southampton area having same issues?
Re: No response from support team!!
17-01-2013 2:09 PM
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Welcome to the forums. I am sure that someone from the Digital Care Team will be along here soon offering help.
In the meantime a few questions which I'm sure someone else will ask...
1. Are you ADSL or Fiber?
2. Can you describe what is happening at your end - lights on router etc. Your brief description suggests that you had ADSL synch but no PPP session. Can you double check your account settings in the router?
3. What router have you got?
4. Can you get the status details and report them here?
Hmmm PS: How are you posting here? An alternative connection?
HTH,
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: No response from support team!!
17-01-2013 2:45 PM
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Log in by going to 192.168.1.254 in your browser, using the username and password for the router (they should be printed on the bottom of the router).
Re: No response from support team!!
17-01-2013 3:05 PM
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Many thanks for the response. I am currently posting from work!
I have ADSL and not sure router but have been with Plusnet around 6 months and it was the one they supplied.
I logged into my router and did an Internet connectivity check, DSL is fine, ATM 'no ATM activity detected on your DSL line' PPP 'your connection is currently down'. I have tried restarting the router several times to no effect.
On my router broadband and wireless have a green light (no flashing) and Internet has no light.
A factory reset on the router made no difference.
Connecting via Ethernet cable and logging in brings error message 'your Internet connection is currently disconnected'.
Thanks
Re: No response from support team!!
17-01-2013 3:07 PM
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Yes I tried that on Wednesday morning and got the error messages I've posted above...
Many thanks
Re: No response from support team!!
17-01-2013 3:09 PM
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Re: No response from support team!!
17-01-2013 3:11 PM
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That is very strange-I left for work at 12.30pm, there is no one else at home and I have all my wifi enabled devices with me so I'm not sure who/what could have been there to connect!!
Re: No response from support team!!
17-01-2013 3:12 PM
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Re: No response from support team!!
17-01-2013 3:48 PM
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Router problems don't always make themselves apparent in that way. I.e it may be possible to have a router fault where WiFi may not be working but the other functions may be OK, so the only true way to 100% rule out a faulty router is to try another known working one.
We can investigate a fault with out another router having been tried, however that can lead to extra costs for yourself if an engineer visit is needed and the router is found to be a problem.
Re: No response from support team!!
17-01-2013 3:52 PM
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As I side note it seems a little ridiculous that I have to test another router to avoid the threat of being charged. I don't know many people who have a spare router as they are largely supplied by broadband providers and reclaimed when the contract ends. Not in any way a dig at you, just an observation!
If there is any other way I can test or anything else you woukd like me to check, please let me know.
Many thanks
Re: No response from support team!!
17-01-2013 4:12 PM
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Many thanks for the help so far.
Re: No response from support team!!
17-01-2013 4:24 PM
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Re: No response from support team!!
17-01-2013 5:24 PM
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Re: No response from support team!!
17-01-2013 6:18 PM
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Quote from: FionaSoto A factory reset on the router made no difference.
@DCT - Will a factory reset on a PN supplied Router restablish the user account details or will they be erased?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: No response from support team!!
17-01-2013 6:22 PM
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Quote from: FionaSoto On my router broadband and wireless have a green light (no flashing) and Internet has no light.
This rather suggests that you have ADSL synch with the exchange, but no PPP session to PlusNet..
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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