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Please help! Router authentication issue for new customer

harrow
Rising Star
Posts: 58
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Registered: ‎03-01-2018

Re: Please help! Router authentication issue for new customer

erm dslam port......

PN, where did it all go wrong ?
Gandalf
Community Gaffer
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Registered: ‎21-04-2017

Re: Please help! Router authentication issue for new customer

I'm really sorry to hear your service still isn't working.

It looks like the engineer fixed a problem at the E-Side/PCP which resolved the line fault we were detecting.

 

From reading through the notes on your account I understand that the agent you've chatted with has arranged for a member of our faults team to call you back this evening once you're out of work.

 

I've set myself a reminder to check back then too.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Gandalf
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Registered: ‎21-04-2017

Re: Please help! Router authentication issue for new customer

I've just discussed this with one of my colleagues from the faults team and the next step to progress this is to book an engineer visit to investigate from a broadband side of things.

 

Can you reply to the text message, or ticket on your account here?

And we'll get the appointment booked in. Sorry for the inconvenience caused.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
daivdw12
Dabbler
Posts: 12
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Registered: ‎10-01-2018

Re: Please help! Router authentication issue for new customer

I spoke to a guy from plusnet earlier who said the next step would be a soft cease and resign up or something which was being carried out in the next 24 hours?
Gandalf
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Registered: ‎21-04-2017

Re: Please help! Router authentication issue for new customer

The notes on our supplier systems indicate that the soft cease and reprovide has already been done. Sad

[Removed agents name] from Plusnet contacted BTW No connection issue.
I have performed all the test and could see PPP session down thus I have carried out soft cease and re-provide

 

I think the next step is an engineer visit.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
daivdw12
Dabbler
Posts: 12
Thanks: 4
Registered: ‎10-01-2018

Re: Please help! Router authentication issue for new customer

The engineer has been and has fixed it! Not sure why It took three engineers but there was no connection with the PPP I think is what he said and the D-Paz or something similar needed rebuilding? I know nothing about these things but it was a software issue that was fixed remotely I do know that much!

 

Thank you for all your help

 

Dave

harrow
Rising Star
Posts: 58
Thanks: 15
Registered: ‎03-01-2018

Re: Please help! Router authentication issue for new customer

dslam port

PN, where did it all go wrong ?
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
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Registered: ‎21-04-2017

Re: Please help! Router authentication issue for new customer

I'm really happy to hear that Dave.

 

This was raised as a Special Faults Investigation/an engineer who specializes in fixing broadband faults. Engineer notes don't advise what the issue was, but our supplier notes indicate the engineer rang them for help.


Either way, I'm glad it's fixed. I'll update your ticket with a refund of your downtime and an offer for a gesture of goodwill.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet