Static IP 'lost'

[#1]

After rebooting my modem/router this morning I have lost my static IP address. It has been fine for the 2-1/2 year I have had it.

How can I get it back please ?

(support is hopeless - nearly 1 hour wait on the phone and no way to raise a ticket)

[#2]

@Peterworks The agents answering the phones will most likely have no idea what you are talking about. Static IPs are no longer an option to acquire, and they have no training about them.

I can't recall which of the remaining old timers can sort this - maybe @Baldrick1  or @Townman  / @MisterW  have better memory's?

[#3]

Hey @dave another lost static IP address to recover !. 

Have you identified why this keeps happening ?, and is the broken process fixable ?

[#4]

If they can't fix it can I have my five pounds back ?

[#5]

@Peterworks It is fixable - by he right people.

[#6]

It should be fixable by support.

AIUI there is an 'Albert' process to refresh/reconfigure the static IP component.

However, It is strange for the static to just disappear unless there are other changes to the account!

@Peterworks has anything else changed e.g a re-contract ? 

[#7]

@MisterW I thought ALBERT  was supposed to have the answer, too.

[#8]

@MisterW  I have made no changes to the account and my contract runs till the end of the year.

Whether Plusnet in their wisdom have done 'something' I am not sure but looking at my account all seems to be the same.

Can you please advise where I can go from here ?

[#9]

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@Peterworks wrote:

Can you please advise where I can go from here ?

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Wait for @dave to take a look, he is the expert on this issue.

[#10]

@ExForce9 Thank you - will do

[#11]

There are several scenarios which can bring about this experience…

1. Static IP address component gets “lost” associated with changes to the account - product change or house moved - fixable by refreshing the component on the account by support - there is an Albert guide for this
2. A stale PPP session has not shut down rendering the static IP address unavailable
3. A router previously associated with the account (and sold on?) has been reset and is working with the account credentials 

Last two also require staff intervention but might not be cover by Albert advice.

If you can recall the static IP address try pinging it.

[#12]

Thanks @Townman 

I have ping'd the static ip address and the requests timed out.

Point 1. No product change or house move.

Point 3. Have used the same router for many years - well before I obtained the static ip.

[#13]

There is some possibility that a billing issue / event could have caused this.

This needs to be taken up with support .., you’ve had a static IP address allocated … it’s not being picked up by a new PPP session can they please investigate.  If the do not understand the scenario ask to request assistance / consult Albert.  Do not engage with “we do not offer static IP addresses”.

That’s true only if you’ve not got one already.

[#14]

The IP Address would need something assigned  connected to it with ICMP enabled to respond to a ping.

This static address you have what does nslookup tell you? Your account name or something else?