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no internet access as of 15.00

markeagles1973
Grafter
Posts: 158
Registered: 04-04-2013

no internet access as of 15.00

Could someone from tech have a look into why my fibre no longer works . Can't call support as I have no land line phone unit and I'm not calling from my mobile will cost me bucks . mobile is best please
Regards
Mark
12 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 12,982
Thanks: 141
Fixes: 46
Registered: 27-04-2007

Re: no internet access as of 15.00

It's a known issue, really sorry for any inconvenience: http://usertools.plus.net/status/archive/1405611234.htm
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
markeagles1973
Grafter
Posts: 158
Registered: 04-04-2013

Re: no internet access as of 15.00

Many thanks for the response. I'll keep an eye .
matmonty
Dabbler
Posts: 19
Registered: 18-05-2013

Re: no internet access as of 15.00

Still not any activity, just thought if people do not have internet access, how are they supposed to read not to reset their router.
Just saying.
drj
Aspiring Pro
Posts: 1,096
Thanks: 43
Fixes: 1
Registered: 30-03-2011

Re: no internet access as of 15.00

Precisely - that link reads:
"Posted on: Thursday 17 July 2014, 16:33
At approximately 3.20pm this afternoon we experienced a significant drop in end user sessions across our broadband network.
This will have caused a large volume of customers to lose connectivity to the Internet. Reports from customers suggest that many had difficulty reconnecting and some may still be experiencing problems.
Our engineers are currently investigating. Contrary to the previous post, please do not attempt to restart your router in an attempt to resolve the issue.
We'll provide another update later on this afternoon
."
The email I've just read on my phone and was just about to action reads:
"At approximately 3.20pm this afternoon we experienced a significant drop in end user sessions across our broadband network.
This will have caused a large volume of customers to lose connectivity to the Internet. Reports from customers suggest that many had difficulty reconnecting and some may still be experiencing problems.
If you are struggling to connect to the Internet then please try powering off your modem or router for an hour or so before powering it back up and attempting to re-establish a connection to the Internet.
We'll provide another update later on this afternoon
."
... so I was just about to turn the router off when I saw the update on here (since my phone only downloads every hour).
My connection has been really problematic again since 14.01 this afternoon going down at 14.01, 14.29, 14.42, 15.02, 15.20, 15.32, 15.40, 15.57 (and reconnection was delayed till 16.11), 16.27 (reconnection 16.55), 17.11 and 17.16 (EDIT - and 17.46 and 18.16)
Let's hope the engineer who's due tomorrow turns up and finds a problem...
I'm increasingly thinking 4G would be the answer rather than landline...
matmonty
Dabbler
Posts: 19
Registered: 18-05-2013

Re: no internet access as of 15.00

Deleted
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: no internet access as of 15.00

looks as though a pipe dropped
drj
Aspiring Pro
Posts: 1,096
Thanks: 43
Fixes: 1
Registered: 30-03-2011

Re: no internet access as of 15.00

Well I'm now back on the "We'll throw you off after thirty minutes!" service - not amused.
Following a lot of instability this afternoon the last three drops have been at 17.16, 17.46 and 18.16 (EDIT - and 18.47 and 18.55)
A week ago I "cured" that problem temporarily by switching the router off - but I'm being commanded this time NOT to do that. Hopeless!
drj
Aspiring Pro
Posts: 1,096
Thanks: 43
Fixes: 1
Registered: 30-03-2011

Re: no internet access as of 15.00

I've now had an email:
"This is an update to our previous post regarding a large volume of our customers not being able to re-connect.
Our engineers have confirmed that customers should now be able to re-connect. We will leave this Service Status open overnight in case there's any further information
. "
What does that mean - my connection has been repeated dropping then reconnecting automatically since 14.01 - and it's still doing it. Latest occasions 19.26 and again at 19.30 (EDIT - and 19.56).
Are we supposed to reboot our routers or not?
Community Veteran
Posts: 1,990
Thanks: 5
Registered: 11-12-2013

Re: no internet access as of 15.00

a lot of dips there.
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: no internet access as of 15.00

The problem wasn't specific to Plusnet, multiple ISPs reported it.
http://status.aaisp.net.uk/1986
http://status.zensupport.co.uk/active/5/3659
And BT Retail.
@drj
From the sound of it you're losing sync which isn't a symptom of this issue, if it continues being unstable for you then I'd suggest opening a fault ticket.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
drj
Aspiring Pro
Posts: 1,096
Thanks: 43
Fixes: 1
Registered: 30-03-2011

Re: no internet access as of 15.00

The problems started after the outage last week - engineer expected tomorrow
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: no internet access as of 15.00

An unfortunate coincidence, the outages were both related to authentication not sync.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff