PN - major service incident

Townman · ‎22-08-2007

Quote from: Townman
Quote from: http
If you are struggling to connect to the Internet then please try powering off your router for 1 hour before powering it back up and attempting to re-establish a connection to the Internet. If you continue to have trouble connecting try the following link which you can access from your mobile phone - http://www.plus.net/reconnect

...everyone grab a brew and the Sunday paper!

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.

subi211 · ‎31-08-2014

Still down in Manchester, or rather up with a 172 address. And as I factory reset my router as advised by the troubleshooter, I'll need to wait for my settings to DL again anyway.
Also, Plusnet? A mobile friendly website for times like these would be nice. ^__^

Quorneng · ‎28-11-2013

All manner of errors being thrown out by my router.
1st manual login attempt after a fresh boot, it reports a successful connection, but no connectivity because of missing gateway.
Every attempt after that delivers authentication failure, or "could not configure IP parameters".
I've even managed to reach the "BT Home SERVICE INFORMATION" page once (http://62.6.38.125/index.html); not sure how that happened.
Drop out occurred at approx. 10:20am here; glad I'm not the only one effected, as I had a similar fault a few weeks ago that, for such a trivial fault, took ages to resolve ("unable to reach concentrator" which was simply a hung connection that needed clearing to allow subsequent auth).
Incidentally service problems like this highlight how flaky the tg582n firmware(8.C.M.0) is; I've had the web interface break several times, and refuse login until the device is rebooted.
Fyi I'm on 80Mb fibre.

stormchaser2005 · ‎14-07-2011

I don't buy newspapers, off to watch a film in downloaded yesterday

Townman · ‎22-08-2007

Do not do a factory reset for this issue - please just WAIT!

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.

mwerle · ‎14-01-2009

I too keep getting assigned a 172.xxx IP. Looks like some sort of issue with BT not forwarding PlusNet connections correctly - and it's a recurring issue:
http://community.plus.net/forum/index.php/topic,79437.0.html
Broadband troubleshooter fails:
>>>>
Broadband Troubleshooter - Error
There's been a problem
Please try using the Broadband Troubleshooter again in a short while. If you continue to have problems please contact our Support Team for help.
<<<<
Don't like my chances of getting through to support if this affects a significant portion of the subscriber base.
How long until we can expect a fix?

jwsg · ‎16-08-2013

Also off (Essex) tried a couple of router restarts, sometimes connecting but no actual internet access.

mikeclampitt67 · ‎30-11-2014

Quote from: Townman
Do not do a factory reset for this issue - please just WAIT!

My connection went down about 930... I did do a router factory reset before it was clear there was a service problem..
Now just waiting but could the reset cause more problems?

nanotm · ‎11-02-2013

The 172.xxx.xxx.xxx address is one of the BT test circuits it's good for proving the line is working, and the DSLAM uses it when the connection fails a number of times to check if the problem is hardware or ISP based.
It seems that the gateway fault from a few weeks ago is back with a vengeance today, lets hope it gets fixed soon so we can get back to shopping like crazy in the sales 

just because your paranoid doesn't mean they aren't out to get you

subi211 · ‎31-08-2014

Quote from: Townman
Do not do a factory reset for this issue - please just WAIT!

Then stop your troubleshooter from advising us to do so.

petecov44 · ‎29-05-2014

Quote from: subi211
Still down in Manchester, or rather up with a 172 address. And as I factory reset my router as advised by the troubleshooter, I'll need to wait for my settings to DL again anyway.
Also, Plusnet? A mobile friendly website for times like these would be nice. ^__^

I thought http://community.plus.net/forum/index.php/topic,134472.0.html was?

Cerberos · ‎16-10-2007

Don't bother ringing customer services. Call wait time is in excess of forty five minutes

jimbof · ‎02-05-2013

Glad I checked here. Down and out in sunny Norwich

Quorneng · ‎28-11-2013

Quote from: Cerberos
Don't bother ringing customer services. Call wait time is in excess of forty five minutes

It's improved then!
Was >1h when I checked 😉

GeordieMark · ‎10-11-2013

So when they say "Power off your router for an hour" With Fibre does this mean the OR modem too? Is this going to confuse DLM and balls up our line profiles?