Plusnet want to change my static IP Address

[#1]

We are having some dropout issues and I have just been told by Plusnet that to resolve it, I need to downpower the router and turn it back on to take the fixed IP off. We will then be allocated a new fixed IP address. That is really inconvenient as we will have to both set up our CCTV for the new address and also, my wife will lose access to her company systems until her IT support set it up again for the new address. The CS Rep said he could not guarantee we would get the original address back but from what is being said here, that is incorrect. Can anyone from Plusnet actually confirm who is correct please?

[#2]

@RG58 What that agent told you is a total load of rubbish. If you are having 'dropout'' issues (can you elaborate?) they are  likely to be BT/OR network related, and changing IP - which you can't do on a static - will not resolve them.

@James_B  Do some agents need (re)-educating?

[#3]

@RG58 

What are you meaning by "We are having some dropout issues" ?

WiFi/Wired device dropouts or your broadband connection drops out.

Some more information would help understand why this advice given makes sense as it currently does not.

Knowledge of the router you are using and your broadband product would also be useful.

[#4]

Heya @RG58, Yes, that is incorrect. The static IP is not the issue causing the dropouts it is something unrelated. What I will do is attempt to restore your static IP to its previous onee. However, this may take some time, as I will need to submit a request to our Networking team, which can take up to five days to receive a response. In the meantime, I will need to apply the static IP component back to your account, which will assign you a new one temporarily. Please note that if you do not reboot the router, the new IP address will not be applied.

[#5]

Please do not do anything about my static IP address at the moment - please leave well alone.

My setup is as follows:

• Plusnet FTTC – steady 70Mbps Download, 18Mbps upload.
• BT Business Hub Router (paid for by Plusnet several years ago, as the hub 1 would not work with my Ring Doorbell system).
• House extensively cabled with Cat 5E/Cat 5 Ethernet.
• X4 Netgear 8 Port Unmanaged Switches.
• X4 M9 Plus and M5 Deco Mesh units (3 of them connected via ethernet)

Last week, my wife reported that her internet was disconnecting a couple of times a day (for less than a minute or so) but knocking her out of her connection to her company's finance system. Plusnet told me there was no record of the Broadband disconnecting except when I swapped out the Router for a spare BT Business Hub that I keep for emergencies.

Checking the whole network, I suspect that this may be down to a network switch as the issue was only affecting parts of the system.

However, today, she shouted down from her office to say it had disconnected again, and looking at my PC, this time I could see mine was also down.  I looked up at the router and it was showing a solid orange light.  Within a few seconds, it turned blue and everything was back up and running fine.

I called Plusnet to ask if there was any obvious reason for this brief disconnection, and that is when I was given this story about turning off the router, powering back up and he would reinstate the fixed IP but not the same one.  I declined that as my wife would lose too much time getting her company to reset the finance system to another fixed IP.  Since 10:30 this morning, there have been zero further issues.

[#6]

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@RG58 wrote:

Please do not do anything about my static IP address at the moment - please leave well alone.

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Your Static IP was removed from the agent you spoke to. Just to clarify, you don't want me to get your static IP back, and you wish to stay on a dynamic one?

At the moment, I am trying to get your old IP back. Do you want me to leave it on dynamic

[#7]

Check this is not a telephone line noise issue causing the FTTC connection to drop out and re-sync.

[#8]

Then a complaint is going to your CEO. I told the agent distinctly not to touch the fixed IP. I need it back IMMEDIATELY - and the same one.

Thankyou

[#9]

I am not sure how I can check this.  We no longer have a landline so can only assume Plusnet would need to check that.  In the meantime, having learnt that they disabled my fixed IP this morning (even though I asked them not to), I am loath to do anything that will mean another disconnection, which would mean the fixed address either going away or changing (basically, I believe the original fixed address will remain until the router is rebooted or disconnects from the broadband)

[#10]

@RG58 Are you saying you still have your fixed IP? - if so, do not touch the router at all.

[#11]

John,

That is the plan.  Do not touch the router.  Wait for Plusnet to confirm they have reinstated the original fixed address, and then it will be safe to reboot if necessary to fault-find my internal fault.  

On that score, I have it down to either:

• Router
• One of two network switches, OR
• The Cabling between the router and the second switch

As the fault is intermittent, we will leave any further fault-finding until the fixed IP issue is resolved.

Thanks

[#12]

@RG58 

The BT hub should have a event log which records any DSL disconnects you may have had, the event log will likely be found in the Hubs  Advanced Settings -->Technical log 

I note you say you have rings camera system, are you still using it? Why do you think they need setting up again if your Public IP Address changes? 

[#13]

Dan,

The change of IP Address would not affect my Ring Doorbell system, but it does affect my IPhone app for remotely accessing my IP CCTV system.  That would take time resetting the ip address across all cameras.

The main issue is that it would also adversely affect my wife's company's financial system.  She works for a charity and every time our IP Address changes, she has to contact their outsourced IT company who then have to reset their systems to allow her access.  That takes time and money.

As for the event log, I have found all 427 pages of it.  I can see where the internet was disconnected at 10:30 this morning, but it gives no indication of why. It just states: ":Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)"

Interestingly, though, I thought my Default Gateway address was the same as the address I use to access the router menu.  It is not.  It is totally different.  I use a standard 192.168.xxxx address to access the router.  The default Gateway address is in the 195.165.xxx series (the same first 6 digits as my fixed IP but totally different after that).  I am not sure if that is important.

Thanks

[#14]

That is not your LAN default gateway, it's the 'next hop' Plusnet  gateway  for your connection and the 195... address is correct

[#15]

@RG58 

 but it does affect my IPhone app for remotely accessing my IP CCTV system.  That would take time resetting the ip address across all cameras

curious to know which CCTV system you are using that requires an IP address reset to each camera.

With regards to the event log, you should be able to search by category, PPP or maybe WAN might where to search, look for DSL down messages or export it attach here and I'll take a look tomorrow. There is no sensitive data in the event log.

plusnet Dynamic IP addresses are generally sticky, so you should retain the same Public IP address on a short disconnect, however extended disconnects you might be allocated new one.