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Connection issues for almost a week.....

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Connection issues for almost a week.....

Hi,

Since last tuesday I've been unable to connect to PN. My router shows sync with the exchange, but it can't login to plusnet.

I've tried the usual stuff, router reset, unplug for a few hours, BT test logins, alternative equipment, disconnect all other phone extensions but none of this has worked.

I logged a ticket last week (ID: 19652445), but apart from acknowledging that there could be a fault I've had no update to explain what is being done to solve the problem and ringing CS has just meant frustrating waits in long queues (up to 40 minutes!) to be told there "is no update on the system" and promises of return calls from the faults department never materialise.

In frustration I called another ISP to find out about switch to them but find out that my line is "split due to LLU" and my broadband is with a provider other than BT wholesale. I was told this happened recently. Could the LLU switch be the cause of my problem, and PN don't want to admit it?

If it does turn out to be LLU I'll be dissapointed in PN as they were meant to email customers about to switch through LLU to offer the chance to opt out. I never received this email.

Does anyone have similar experiences or suggestions on how I could resolve this issue? :?

Cheers,

Richard.
8 REPLIES
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Connection issues for almost a week.....

hi
i have similar prob with routers - did all the tests - even reformatted computer.and tried 4 different ones routers - all synching.
i then tried a couple of modems and getting connected in about 70% of attempts (modem always in synch).
when i dont connected i get error 691.
when i do connect most of time it wont load web pages and i have to keep reconnecting til i eventually get web pages to load.
this can take up to 40 attempts
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Connection issues for almost a week.....

Make sure your router is configured as per:

- VPI = 0, VCI = 38
- ADSL Modulation: Auto or G.DMT
- Encapsulation Mode: PPP over ATM (PPPoA - RFC2364) or VC-MUX - NOT LLC-Based or PPPoE
- Authentication Mode: CHAP

I understand you have probably not changed anything, but it looks like you have been transferred to the alternative network supplier and thus they are more stricter (or rather, adhere to the standards) with customer equipment configuration.
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Connection issues for almost a week.....

Thanks for the advice. I've double checked my settings and they are correct. I guess its up to PlusNet to chase this with their supplier (eventually....).

Rich.
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Connection issues for almost a week.....

You seem to have the same problem many of us had due to being moved to LLU without actually being told. I suspect that everything is correct with your router if you have not changed anything, and it's configuration issues with the provider that PN are using. Unfortunately you will just have to wait until PN contact the provider. Once PN contacted them for the St Albans area, all of us were able to connect again.
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Same problems here...

No connection since Friday. Sad

I wouldn't mind if they told you what was going on, but I should have expected CS to let me down just when I needed them!

Glad you could get through after 40 minutes... I haven't got through at all yet, despite hanging on for over an hour on a couple of occasions. Also posts to the ticket haven't had a response for over 40 hours.

Time to consider pastures new?
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Connection issues for almost a week.....

Yes, I've been thinking about pastures new.

Unfortunately, having moved an LLU connection it seems there is no easy migration path using the normal MAC code. Essentially you have to cancel your contract with PN, wait for that disconnection and *then* contact a new supplier.

BT are at fault here for not providing a MAC based transfer process between LLU providers, but I feel like its a double kick in the teeth: It looks like I've lost my connection through LLU and now if I move providers I'll be without it again for a period of time.

ARRGGGG!
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Connection issues for almost a week.....

Quote

BT are at fault here for not providing a MAC based transfer process between LLU providers, but I feel like its a double kick in the teeth: It looks like I've lost my connection through LLU and now if I move providers I'll be without it again for a period of time.

ARRGGGG!


Are you sure that it's BT at fault? There are advantages to the LLU provider having it difficult to move. Perhaps they have not agree pricing for moving from one LLU to another LLU!. BTW I believe that this falls in the Openreach remit and not BTw.
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Connection issues for almost a week.....

Quote
You seem to have the same problem many of us had due to being moved to LLU without actually being told. I suspect that everything is correct with your router if you have not changed anything, and it's configuration issues with the provider that PN are using. Unfortunately you will just have to wait until PN contact the provider. Once PN contacted them for the St Albans area, all of us were able to connect again.


Yes, and it seems now that PlusNet have halted the automatic upgrades and its an opt-in policy. I was never given the chance to opt-in or opt-out, and now I'm still without a connection!

PN updated my ticket yesterday asking "do you have the right connection settings in your router"? Its taken them a week to get back to me, and given that I stated a week ago that I had checked the settings to be correct I'm a bit dissapointed that this is all they can come back with.

I managed last night to borrow a USB SpeedTouch 330 modem, which gives more information than my router does when trying to connect. Each time I try and connect it reports "Username/Password Incorrect", but I swear blind that I have entered the right details (note that I work in IT as a Unix/Network specialist so I tend to know what I'm doing).

I just wish PlusNet would keep me better informed as to what is going on with the fault. Its not the length of time that upsets me so much, its being kept in the dark.

Rich.