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not connected

Markm2505
Dabbler
Posts: 12
Registered: ‎12-11-2020

not connected

 

Broadband not connected and my next payment is due on the 28th of this month and still no service for the last 2 months and I shall not be paying any more until I can use the internet 

 

15 REPLIES 15
jab1
Legend
Posts: 16,991
Thanks: 5,435
Fixes: 253
Registered: ‎24-02-2012

Re: not connected

@Markm2505 THIS  Welcome to the forums. Plusnet staff support, like the phone service, is still severely restricted. If you would like help from the community, a good starting point is to have a look at THIS  post and supply as much detail from it as possible.

It would also be a good idea to carry out a 'Quiet Line Test' - dial 17070 from a (preferably corded) phone and select option 2 - there should be no discernable noise. If there is, report a phone fault first, as without a clear phone connection, your broadband will not perform correctly.

If you reply to this topic with as much detail as possible, there are plenty of experienced members who can advise on possible remedies.

The above assumes you are on an ADSL, not FTTC connection.

John
Markm2505
Dabbler
Posts: 12
Registered: ‎12-11-2020

Re: not connected

I'm a new customer and got the orange bar and the Broadband light is flashing red and I should be on line today 

jab1
Legend
Posts: 16,991
Thanks: 5,435
Fixes: 253
Registered: ‎24-02-2012

Re: not connected

But you said you 'have had no connection for the last 2 months', suggesting that you were already a PN subscriber who had been offline for that length of time.

If you should be on line today, it can take up to 12.00 midnight for all the systems to fully integrate.

Are you going to be an ADSL (copper from the exchange to home) or an FTTC customer?

John
Markm2505
Dabbler
Posts: 12
Registered: ‎12-11-2020

Re: not connected

Yes it's a ADSL my live date is today but still nothing at all
jab1
Legend
Posts: 16,991
Thanks: 5,435
Fixes: 253
Registered: ‎24-02-2012

Re: not connected

You have had an email from PN confirming that? And see the second line in my reply above yours.

John
Markm2505
Dabbler
Posts: 12
Registered: ‎12-11-2020

Re: not connected

Had the email from you on the 11th November and still no Internet
jab1
Legend
Posts: 16,991
Thanks: 5,435
Fixes: 253
Registered: ‎24-02-2012

Re: not connected

I am not Plusnet staff, merely a customer like you, but one who tries to help others.

What did the email of the 11th say?

John
Markm2505
Dabbler
Posts: 12
Registered: ‎12-11-2020

Re: not connected

Great news, your fibre broadband service is now up and running!
Markm2505
Dabbler
Posts: 12
Registered: ‎12-11-2020

Re: not connected

That's what it said
jab1
Legend
Posts: 16,991
Thanks: 5,435
Fixes: 253
Registered: ‎24-02-2012

Re: not connected

So, actually, you are NOT on ADSL, but FTTC!

As I have little experience of FTTC, my only suggestion is to try a factory reset of the modem/router (push a paper-clip or similar into the reset hole and hold it for 20 seconds or so), and then let the unit reset.

 

I'm still a little confused though - you said previously you were due to go live today?

John
Markm2505
Dabbler
Posts: 12
Registered: ‎12-11-2020

Re: not connected

I'm more confused that is what it said in the email from the 11th November news, your fibre broadband service is now up and running! And then when I checked it all out it said the 17th or wait for 24 hours
Markm2505
Dabbler
Posts: 12
Registered: ‎12-11-2020

Re: not connected

As I can't add a screenshot of it as it will not let me add it
jab1
Legend
Posts: 16,991
Thanks: 5,435
Fixes: 253
Registered: ‎24-02-2012

Re: not connected

You're confused? So am I, your replies do not make a great deal of sense.

John
Markm2505
Dabbler
Posts: 12
Registered: ‎12-11-2020

Re: not connected

I've checked the Internet to see why the broadband light is flashing red and it shows up the 17th but I had a email from them on the 11th November saying that it up and running