DSL in sync but unable to authenticate
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DSL in sync but unable to authenticate
05-07-2016 12:22 PM
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Hello, I've raised a fault for this but was told it may take 72 hours to get a reply so was wondering if anyone can give any further assistance on here.
At around 7pm last night my service dropped and after running a few tests I've found that the DSL is in sync but my PPP details are not authenticating (details are 100% correct and have been tested both via the PlusNet Hub One and also via direct PPP connection from a laptop connected to a BT VDSL modem.
I've followed the checks on here - https://community.plus.net/t5/Library/Broadband-Faults-Guide-Authentication-Auth/ba-p/1322781 - and the BT test credentials are not working.
Is there anything that can be done to speed up getting this looked into or do I just need to wait 72 hours for a response? It's not a good impression after having only just joined.
Sync details below in case they are of any use, I suspect not however -
3. Firmware version: Software version 4.7.5.1.83.8.217.1.1 Last updated Unknown
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 00:09:09
6. Data rate: 12034 / 60292
7. Maximum data rate: 12101 / 63884
8. Noise margin: 6.1 / 7.3
9. Line attenuation: 25.8 / 20.2
10. Signal attenuation: 25.7 / 19.5
11. Data sent/received: -
Regards,
Re: DSL in sync but unable to authenticate
05-07-2016 2:38 PM
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The fault was raised with our suppliers yesterday and we've been asked to check back tomorrow for further updates.
Unfortunately all tests are coming back inconclusive/terminating prematurely so further investigation is required.
Re: DSL in sync but unable to authenticate
10-07-2016 9:04 PM
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Sounds like the same problem I had a month ago(https://community.plus.net/t5/Fibre-Broadband/Loss-of-internet/m-p/1341252). I reported it in the morning and was told that it was being looked at by their supplier. Problem was resolved later the same day.
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