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198817340: Broadband (VDSL) connectivity lost during storm

Newbie
Posts: 3
Registered: ‎11-02-2020

198817340: Broadband (VDSL) connectivity lost during storm

Hello,

My internet connection went down on Sunday morning during the storm. I have raised a support ticket (198817340) but have had no response.

I have a Zyxel VMG8924-B10A router and its internet light is now off (not red or amber - just off). The DSL light is amber, which is correct for VDSL. Until now, I had been enjoying a fast and stable connection. Nothing has changed at my end and I have been through all the usual tests, having rebooted the router, connected it to the master socket's test socket, etc. My phone line is working and sounds clear, without any noise.

I suspect the storm has damaged cabling in the local area, though I have not seen any flooding or fallen trees.

Can any of the staff here help please? Lack of internet connectivity is affecting my ability to work.
5 REPLIES 5
Seasoned Hero
Posts: 5,523
Thanks: 2,450
Fixes: 164
Registered: ‎30-06-2016

Re: 198817340: Broadband (VDSL) connectivity lost during storm

@JG4  Welcome to the forum.

Have you tried a different modem/router in case there was a surge when the power went on that's partially fried your Zyxel?

Edit,

It might also be worth trying a different filter just to be sure.

Newbie
Posts: 3
Registered: ‎11-02-2020

Re: 198817340: Broadband (VDSL) connectivity lost during storm

Hi @Baldrick1. Thank you. I have tried a different microfilter but it made no difference. I have also ordered another router in case the original has developed a fault, however it's only one month old and was running on a surge protector the entire time. We had no power outages or lightning strikes.

Any ideas Plusnet? I still have no response to my ticket.
Plusnet Help Team
Plusnet Help Team
Posts: 41
Thanks: 4
Fixes: 3
Registered: ‎23-12-2019

Re: 198817340: Broadband (VDSL) connectivity lost during storm

Hi there @JG4, also a warm welcome,  Having had a look at your question number quoted I can see it seems your issue is part of a bigger fault related to the storm which our suppliers are aware of. We have been advised the next update is due tomorrow,

 

We will be back in touch via the ticket accordingly

 

Regards

Kev

If this post resolved your issue please click the 'This fixed my problem' button
 Kevin T
 Plusnet Help Team
Newbie
Posts: 3
Registered: ‎11-02-2020

Re: 198817340: Broadband (VDSL) connectivity lost during storm

Hi Kev,

It's a week later and we're still no further forward. The latest update on the ticket implies that the major outage has been resolved, but that there is now an issue at the exchange. However, an Openreach representative could find no faults logged for my line. I just spoke to Plusnet support again who said there is no trouble report.

Nobody seems to know what to do - this is very, very disappointing.

Strangely my router is reporting the VDSL link (not the internet connection) is up and shows the line speed, training status, etc. but am assuming this relates to the green cabinet, not the wider network.

I have tried a replacement VDSL router and microfilter as suggested above.
Plusnet Help Team
Plusnet Help Team
Posts: 17,869
Thanks: 5,654
Fixes: 955
Registered: ‎21-04-2017

Re: 198817340: Broadband (VDSL) connectivity lost during storm

Thanks for getting back to us @JG4 

I'm sorry for the problems you're experiencing with your service. Major Service Outages aren't reported to our suppliers as faults reports we can see and track, they're flagged up as MSO's on our testing.

I've just sent you a private message with some additional information.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team