Fiber down again
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- Fiber down again
Fiber down again
07-10-2019 7:54 PM
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Thanks
Re: Fiber down again
08-10-2019 9:34 AM
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Hi @Nick001
Thanks for getting in touch.
I can see that you're currently connected to the internet but have experienced drops in connection over the last few months.
I've tested your line and no external faults are present. With this in mind it’s likely that the cause of the drops is within your premises.
Could you run through our troubleshooting guides here primarily and see if this helps?
If this doesn't resolve the issue I'd suggest raising a fault here so that we can progress this for you
Thanks,
Dave
Re: Fiber down again
09-10-2019 12:11 PM
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Re: Fiber down again
09-10-2019 2:54 PM
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Hi @Nick001, thanks for your message.
As of about 2 hours ago, we can see that the broadband password is pulling through as incorrect and that you're currently offline.
To correct this, please follow the below:
1) To connect to your Hub One, you will need to open a browser and go to http://192.168.1.254
If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.
2) You should come to a page with information about your connection, click 'Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'
3) Select the option for 'Broadband.'
4) You will see some default options, if not, please press 'Disconnect' on the right and this will allow you to change the Username and Password.
5) For your username, this should be your account username and should be in the following format: username@plusdsl.net
Your password is your account password
6) Press 'Connect' and you should be online.
Please let us know once you've reconnected and we'll proceed with further fault diagnostics.
Re: Fiber down again
09-10-2019 2:59 PM
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Entered the password wrong unintentionally this morning trying to fix the issue. Been corrected. But the issue still persists.
Re: Fiber down again
09-10-2019 4:39 PM - edited 09-10-2019 4:39 PM
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Your router is still stuck in setup@ mode and hasn't attempted to make a successful connection since half 1 this afternoon. We need to make sure it's correct before we progress this further as a fault for you. Can you please log back in and ensure the username is also updated to your correct username (I'd also reenter the password just in case too).
Re: Fiber down again
09-10-2019 4:43 PM
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Re: Fiber down again
09-10-2019 4:50 PM
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Re: Fiber down again
09-10-2019 4:58 PM
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Just checked actually and it looks like your line has been affected by a number of Openreach major service outages this week the first one looking like it was 'notified' out yesterday morning, and then another today. I say notified because we haven't actually been notified of any outage but having checked with Openreach's network incident team just in case it appears that's the possible cause, which is also likely why the auth issues were occurring earlier.
The timings don't match up perfectly with what's been happening to you so please do keep an eye on things and let us know if you continue to have problems.
Re: Fiber down again
09-10-2019 6:11 PM
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I will make note if it happens again. Thankyou.
Re: Fiber down again
10-10-2019 10:55 AM - edited 10-10-2019 11:10 AM
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Edit- as 11.10 it came back on
Re: Fiber down again
10-10-2019 12:37 PM
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Re: Fiber down again
10-10-2019 12:53 PM
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Re: Fiber down again
10-10-2019 6:36 PM - edited 10-10-2019 6:38 PM
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Thanks for getting back to us @Nick001 I'm sorry to see you're still experiencing connection problems. There was a major service outage active in your area earlier today but that's since been resolved.
I recommend keeping an eye on things moving forward and if you notice the drops continue/get more frequent, let us know and we'll raise this back through to our suppliers looking to arrange an engineer to investigate further.
@wanderer303 It looks like your connection returned at about the same time you posted this having been disconnected since midnight last night. Difficult to advise retrospectively what could've caused that, because line tests aren't showing any causes for that now. I also recommend keeping an eye on things, let us know if you encounter any further issues.
Having said that, I can see your line speeds are restricted to 49mbps by the automated software at the exchange so I've requested what's known as a DLM reset to lift the restriction and try to improve your speeds. That should go through within the next 2 to 3 working days. Let us know how your speeds look afterwards.
Re: Fiber down again
06-11-2019 7:53 PM
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