Still no internet?
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Re: Still no internet?
Still no internet?
19-09-2014 1:12 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Some indication of when, or what you're doing about it, would be greatly appreciated.
Yes; I have done the factory reset, yes it was today and yes I've checked the username and password, all many, many times.
Re: Still no internet?
19-09-2014 1:21 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sorry to hear of your difficulties - whilst I cannot help, it would be interesting to know of your configuration - ADSL or FTTC - router and firmware version.
I find the reasons for inability to reconnect somewhat inexplicable in some circumstances, so I'm asking around a few questions to see if light can be shone on to the issue.
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: Still no internet?
19-09-2014 2:41 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The modem always has 3 solid lights, as does the router ("internet" is blank until I disconnect and reconnect, then it says "concentrator not reachable" and the light goes red until reboot)
So everything seems to be working individually, just not all at once!
Re: Still no internet?
19-09-2014 3:27 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I'm sorry to hear that your service still appears to be down and we apologise for the recent outage which may have caused this.
While there are methods for reconnecting floating around which request a reboot of the router, it is important that the BT modem isn't rebooted as this can cause the DLM kick in on the line and end up reducing the speed or imposing a banded line profile.
Can I check that you've attempted performing a factory reset on the Technicolour router and left this for 10 minutes to automatically configure itself?
Re: Still no internet?
19-09-2014 3:51 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
He did ask me to reboot the modem to once too though. I tend to turn my modem and router off at night anyway, should I be leaving them on?
Re: Still no internet?
19-09-2014 3:56 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Still no internet?
19-09-2014 4:41 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
As Jelv points out, the modem should definitely be left turned on constantly, both the modem and the router are designed to be left turned on around the clock and as mentioned in my previous post, turning off the modem will drop the sync which can cause issues with the speed of the service.
After having a dig through your RADIUS connection logs I can see that there are no connection attempts past the 17th so nothing seems to be getting through to us at all on the authentication side however it does sound like the BT modem is gaining sync which would lead me to believe that the issue sits with the authentication which is handled by the router.
There are a couple of things that could be happening here with regards to us seeing no connection and one of these has been noted as a side effect of the recent outage where the connection details are dropped. When I mentioned a factory reset earlier, this would entail pushing a paper clip in the small hole on the back the router which should have a tiny black button in it. When you mentioned being talked through this with an agent on the phone, did he ask you to simply turn off the router or did he ask you to push something into the hole to initiate the reset?
Alternatively, it may be worth logging into the router from your browser by typing 192.168.1.254 into the address bar, logging in using the admin username and the password which is the serial number of the router (unless you changed this) and checking the connection details on the 'Internet' page to ensure your username is is correct.
Re: Still no internet?
19-09-2014 6:25 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
*edit*
+pressed button with pin for 20secs
+left for 15 mins
+plugged Ethernet back in
+went to 192.168.1.254
+clicked "technicolor gateway"
+clicked "setup my technicolor gateway"
+(launched new window)
+changed username from tr69@plusdsl.net to my username
+added password and verified it visually
+clicked next
+(arrived at options for advanced users)
+clicked skip
+waited for 15 mins....
+nothing
Same lights as before, no internet light, and router says "connecting..."
I'm going to try the Archer C7 again too just to be extra sure but I'll leave the plusnet router on.
N.b. firmware version is 10.2.5.2 so I was miles out with my guess.
Re: Still no internet?
19-09-2014 7:09 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Still no internet?
19-09-2014 7:22 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Here is the log from the Archer C7. I don't know what it means but perhaps someone else does?
I'm guessing I need PADO packets..?
Re: Still no internet?
19-09-2014 7:31 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Still no internet?
19-09-2014 7:38 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
*edit*
Or I guess my account details have been changed or the exchange has gone pop, but just for me.
Can plusnet reset the password to check that?
Re: Still no internet?
19-09-2014 7:48 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Still no internet?
20-09-2014 12:01 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
My ticket has been updated (to ask me to factory reset again) with a graph that indicates the line is fine (in sync?) But there have been no connection attempts since Wednesday. I have factory reset again but to no avail.
I think its probably safe to assume that whatever the issue is, resetting the router is not the solution!
Re: Still no internet?
20-09-2014 1:36 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Are you getting "cannot reach concentrator"?
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.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page